# GreetScribe Billing, Cancellation and Refund Policy **Version:** 2.0\ **Updated:** 2026-09-20\ **Operator:** Qevinto Oy This Billing, Cancellation and Refund Policy explains how billing, subscription payments, cancellations, and refunds work for GreetScribe business customers. This Policy is intended for business customers using or ordering GreetScribe. --- ## 1. Operator GreetScribe is operated by: **Qevinto Oy** Business ID: 3583823-3 Sarkakatu 3 F23 96460 Rovaniemi Finland Billing contact: contact@qevinto.com --- ## 2. Scope This Policy covers GreetScribe B2B subscription invoices, setup, authorised additional response capacity, renewals, cancellation and refunds. It supplements the [Customer Terms](/customer-terms). An individually signed Order controls its commercial terms. A website enquiry or plan selection is not an order, online checkout or authority to charge. Guest booking payments are separate. --- ## 3. Business customer billing only GreetScribe is billed to business customers. This Policy is not intended for consumer purchases. Business customers may include: - hotels; - accommodation providers; - hosts; - activity providers; - hospitality operators; - other business customers using GreetScribe. --- ## 4. SaaS subscription billing Standard service is supplied for a 12-month commitment and invoiced monthly unless annual advance payment is selected in the Order. Annual advance payment receives a 15% discount on recurring fees; the separately invoiced setup fee is not discounted. Prices and included response allowances are shown on the [pricing page](/pricing) and confirmed in the Order. Prices exclude VAT unless stated otherwise. Extra capacity needs the written authorisation described in section 10. --- ## 5. Plans GreetScribe may offer plans such as: - Starter; - Growth; - Scale; - Enterprise. Plan names, features, usage limits, included services, and pricing may change. Enterprise or custom customers may have individually agreed pricing or terms. If plan details conflict with a signed written agreement, the signed written agreement controls. --- ## 6. Invoice billing Qevinto's current standard SaaS billing method is invoice. Payment details and due dates appear on the invoice. An installed or experimental payment integration is not an active payment method or permission to debit a customer. The website sends an enquiry to Qevinto. The contract is formed through the parties' signed agreement and the agreed setup-payment condition, not by submitting that enquiry. --- ## 7. Agreed charges The Customer pays the subscription, setup, authorised additional response packages, applicable taxes and lawful late-payment charges agreed under its Order. There is no automatic authorisation for model-token charges or uncapped usage charges. An additional package must be agreed in writing with its price and quantity or maximum charge before the chargeable additional use. --- ## 8. Setup and onboarding fees Qevinto Oy may charge setup or onboarding fees. Setup or onboarding fees may cover: - initial customer configuration; - chatbot setup; - customer content setup; - widget implementation guidance; - provider integration guidance; - testing support; - onboarding calls; - initial technical work. Setup and onboarding fees are non-refundable unless Qevinto Oy agrees otherwise in writing or mandatory law requires otherwise. --- ## 9. Free trials GreetScribe does not currently include a free trial unless Qevinto Oy agrees otherwise in writing. If Qevinto Oy offers a trial later, the trial may be subject to separate trial terms, usage limits, duration limits, and feature limits. Qevinto Oy may end or restrict a trial if it is misused. --- ## 10. Response allowances and additional capacity A response is a successfully delivered AI-generated answer. Deterministic menu steps, buttons, booking guidance, failed answers and internal state messages are not billable AI responses. Plans include a monthly response allowance. Additional responses are sold in blocks of 1,000 at the applicable published tier rate, with the quantity or cap agreed in writing in advance. Upgrading a plan is another option. An unused allowance does not automatically carry forward unless the Order provides otherwise. Runtime limits and usage notifications help manage consumption, but are not an assurance that every fault or concurrent request stops exactly at a numerical boundary. Qevinto must reconcile measured use with the authorised Order; a technical overrun does not create an unapproved charge. There is no standard model-token or guest-token overage tariff. --- ## 11. Billing interval and commitment The standard commitment is 12 months. Monthly invoicing spreads payment over that commitment; it does not make the agreement monthly cancellable. Annual advance payment and any individually negotiated term are recorded in the Order. Non-renewal ends the agreement at the contractual term end. Early termination and refund rights follow the Customer Terms, the DPA where applicable and mandatory law. --- ## 12. Invoices If payment is made by invoice, payment is due within 14 days from the invoice date unless Qevinto Oy agrees otherwise in writing. Invoices may be sent electronically. The Customer must promptly review invoices and notify Qevinto Oy of any billing questions. Failure to raise a billing question does not remove the Customer’s payment obligation for valid charges. --- ## 13. Taxes Fees are exclusive of taxes unless stated otherwise. The Customer is responsible for applicable taxes, duties, levies, and similar charges. Qevinto Oy may add taxes to invoices or charges where required. If the Customer must withhold tax, the Customer must pay any additional amount needed so Qevinto Oy receives the full amount due, unless mandatory law prevents this. --- ## 14. Failed payments If a payment fails, Qevinto Oy or its billing provider may retry the payment. Qevinto Oy may notify the Customer of failed payment. The Customer must update payment information promptly. The Customer remains responsible for unpaid fees. Qevinto Oy may suspend or restrict the Service for unpaid fees after notice. --- ## 15. Late payment If payment is overdue, Qevinto Oy may: - send payment reminders; - suspend access; - restrict features; - pause onboarding or support; - disable integrations; - charge legally permitted late fees, interest, or collection costs; - terminate the subscription for non-payment. Suspension or restriction does not remove the Customer’s obligation to pay amounts already due. --- ## 16. Plan changes The Customer may request an upgrade, downgrade or additional response package. Qevinto confirms the effective date, changed allowance, price and any pro-rata amount in writing before applying the commercial change. A request alone does not change the Order or authorise an uncapped charge. A downgrade does not shorten an existing fixed-term commitment unless expressly agreed. --- ## 17. Cancellation Unless the Order states otherwise, send written non-renewal notice to contact@qevinto.com at least 30 days before the current 12-month term ends. Qevinto will acknowledge receipt. Non-renewal stops the next contractual renewal, not the remaining invoices for the agreed current term. Termination for cause, specific DPA rights and mandatory law remain applicable. --- ## 18. Renewal Unless an individually agreed Order states otherwise, service renews for successive 12-month terms if neither party gives written non-renewal notice at least 30 days before the current term ends. Monthly invoicing does not create a separate monthly renewal or cancellation period. Any price or material contract change must follow the accepted agreement's notice and amendment rules. --- ## 19. Refunds Fees are non-refundable except where required by law, expressly provided in the Data Protection Addendum, or agreed in writing by Qevinto Oy. This includes: - subscription fees; - setup fees; - onboarding fees; - usage-based fees; - authorised additional-response package fees; - integration-related fees; - custom work fees. Qevinto Oy may issue a refund, credit, or adjustment at its discretion. A refund or credit in one case does not require Qevinto Oy to provide the same outcome in another case. --- ## 20. No refunds for unused time or usage Subject to the express refund rights in the Data Protection Addendum, a separate written agreement and mandatory law, Qevinto Oy does not provide refunds for: - unused subscription time; - unused included usage; - unused authorised additional-response capacity; - unused support; - unused integrations; - customer-side delays; - provider-side delays; - cancellation during a billing period; - failure to use the Service; - customer configuration issues; - customer provider-account issues. --- ## 21. Disputed charges The Customer should contact Qevinto Oy promptly if it believes a charge is incorrect. Billing questions should be sent to: contact@qevinto.com The Customer should include: - customer name; - invoice number if available; - charge date; - amount; - explanation of the issue; - relevant screenshots or billing records where safe to share. The Customer must not include payment card numbers, passwords, API keys, or other secrets in billing emails. --- ## 22. Chargebacks The Customer should contact Qevinto Oy before initiating a chargeback where practical. If a chargeback is initiated, Qevinto Oy may suspend access while the issue is reviewed. The Customer remains responsible for valid charges, chargeback fees, collection costs, and related amounts where permitted. --- ## 23. Guest booking payments Guest booking payments are separate from GreetScribe SaaS subscription billing. Guest booking payments are handled by the Customer, booking provider, payment provider, or third-party booking system. Qevinto Oy does not receive hotel Guest booking payments unless separately agreed in writing. Qevinto Oy is not responsible for Guest booking payment disputes, chargebacks, refunds, cancellation claims, provider fees, or booking-provider decisions unless separately agreed in writing. The Customer is responsible for its own Guest-facing payment terms, cancellation terms, refund terms, taxes, and booking communications. --- ## 24. Provider and integration fees Third-party providers may charge their own fees. Provider fees may include: - booking engine fees; - payment provider fees; - PMS fees; - CRM fees; - channel manager fees; - activity provider fees; - API usage fees; - transaction fees; - subscription fees. The Customer is responsible for fees charged by Customer-selected providers unless Qevinto Oy agrees otherwise in writing. Qevinto Oy is not responsible for third-party provider pricing changes. --- ## 25. Suspension for billing issues Qevinto Oy may suspend or restrict GreetScribe for billing issues. Billing-related suspension may occur if: - payment fails; - payment is overdue; - payment method is invalid; - chargeback occurs; - billing information is inaccurate; - usage exceeds agreed limits and payment is not made; - Customer breaches payment terms. Qevinto Oy may restore access after the issue is resolved. Qevinto Oy is not responsible for losses caused by suspension for unpaid or disputed fees where the suspension is permitted by the agreement. --- ## 26. Termination and billing If the subscription is terminated, the Customer remains responsible for amounts due before termination. Termination does not automatically cancel unpaid invoices. Termination does not automatically refund paid fees. Termination may end access to GreetScribe and related support. Data return, deletion, and retention are handled under the applicable Privacy Policy, Data Protection Addendum, SaaS Customer Terms, and retention practices. --- ## 27. Pricing changes Qevinto Oy may change pricing, plans, usage limits, or overage rates. Pricing changes must follow the accepted agreement's notice and amendment rules. A new website price or the next monthly invoice does not by itself change the price agreed for a fixed term. If a signed agreement fixes pricing for a period, that signed agreement controls for that period. --- ## 28. Customer billing information The Customer must keep billing information accurate and current. Billing information may include: - legal name; - billing address; - tax information; - billing email; - payment method; - purchase reference; - invoice details; - finance contact. Qevinto Oy is not responsible for missed billing notices caused by inaccurate or outdated Customer billing information. --- ## 29. Support for billing questions Billing questions may be sent to: contact@qevinto.com Qevinto Oy may also provide billing support through invoice communication or another agreed channel. Billing support does not include legal, tax, accounting, or financial advice. Customers should consult their own advisors for tax, accounting, or financial questions. --- ## 30. Changes to this Policy Qevinto Oy may update this Policy when billing practices, plans, providers, pricing, payment methods, or the Service change. Updated versions may be published on the GreetScribe website. If a signed customer agreement gives different update rights, that agreement controls. --- ## 31. Contact Questions about this Billing, Cancellation and Refund Policy may be sent to: **Qevinto Oy** Sarkakatu 3 F23 96460 Rovaniemi Finland contact@qevinto.com [Previous published version](/legal/versions/2026-05-17/billing-policy.md).