Billing and Payment Terms

Document ID: SURWAYR-BILLING-v1.0
Effective date: 28 March 2026
Last reviewed: 28 March 2026
Owner: CEO / Finance lead

Hungarian original (HU): Download the authoritative PDF (HU)

1. Payment infrastructure

SURWAY’R payment transactions are processed by Stripe Ireland Limited (c/o A&L Goodbody, IFSC, Dublin 1, Ireland). Stripe is an authorised payment institution in the EU (FCA reference: 900461). SURWAY’R does not store card data; card data is processed only on Stripe’s PCI DSS Level 1 infrastructure.

2. Subscription plans and pricing

Plan	Billing	Description
Free	Free	Limited functionality, max. 3 surveys, max. 100 responses per survey
Pro	Monthly or annual	Full functionality, individual organisation (5 users)
Team	Monthly or annual	Up to 3 organisation accounts, 3×5 users, RBAC, API + Webhook integration

Prices are always the net (excluding VAT) amounts shown on the Pricing page. The current price list forms an integral part of this document by reference.

2a. Usage limits and automatic tier upgrade

Certain subscription tiers include limits on responses and users. If the User reaches their plan’s limit (e.g. maximum responses), the Provider is not obliged to collect, store, or process responses beyond that limit.

3. VAT handling

3.1 Hungarian / EU B2B customers

Hungarian companies: Hungarian VAT (currently 27%) is charged on the invoice.
EU companies in other Member States (valid EU VAT ID provided): reverse charge applies; VAT is not charged on the invoice. You are responsible for self-assessing VAT in your Member State.
You are responsible for providing a valid EU VAT ID; if invalid, we may charge VAT retrospectively.

3.2 Hungarian / EU B2C (consumers)

For individual Users, VAT is always charged under applicable Hungarian rules.
For consumers habitually resident in other EU Member States, the applicable Member State VAT rate applies under the OSS (One Stop Shop) rules.

3.3 Non-EU customers

Organisations registered outside the EU (USA, UK, etc.): subscription fees are charged without EU VAT; you are responsible for any local tax obligations.

3.4 Tax ID and invoicing

Invoices are issued by Stripe/the Provider based on billing details in your account (name, address, tax ID).
E-invoices are sent to your registered email and are downloadable in the account.

4. Billing cycles and charges

Monthly subscription: Renews and is charged on the anniversary of the start date.
Annual subscription: Charged in full upfront for the year.
If a charge fails, Stripe automatically retries (typically 3 attempts within ~3 days).

4.1 Non-payment process

If a payment attempt fails, the subscription enters “past_due”. During this period, paid features remain accessible.

SURWAY’R relies on Stripe’s built-in retry logic (typically 3–7 days). The retry schedule is configurable in the Stripe Dashboard.

Email notifications:

Attempt	Email type	Content
1st failure	Payment failure notice	Error notice; link to update payment method
2nd or further failure	Final warning	Notice of impending cancellation; link to update payment

Update payment details under Profile → Subscription / Billing.

Downgrade:

If Stripe deletes the subscription at the end of the retry cycle (customer.subscription.deleted), the account is immediately and automatically downgraded to Free. Paid features (SPSS export, AI analysis, RBAC, etc.) become unavailable.

Data retention:

We do not automatically delete data. Data is retained until you delete your account or request erasure under the Privacy Policy.

Restoration:

You may resubscribe at any time via the Pricing page. After payment, paid features are restored immediately; data remains intact.

5. Trial period

SURWAY’R may offer a one-time 7-day free trial with Pro functionality.
The trial is available only on first subscription; it cannot be reactivated.
Card details are required during the trial; if you do not cancel, charging starts automatically when the trial ends.
Trial length applies only to the Pro tier; other tiers may be subject to separate terms set by the Provider.

6. Cancellation and refunds

6.1 Cancellation

You may cancel anytime in account settings or by email to billing@surwayr.com.
Cancellation takes effect from the next billing period; you retain access for the period already paid.

6.2 Refund policy

Monthly subscription: No refund for the current paid month.
Annual subscription: Within 14 days of purchase, you may request a pro-rata refund for unused months; after that period, no refund.
Exceptions: If Service unavailability due to our fault exceeds guaranteed uptime (SLA breach), you may claim a pro-rata credit.
Refund requests: billing@surwayr.com

7. Chargebacks and Stripe disputes

7.1 Chargeback process

If you initiate a card chargeback, Stripe notifies SURWAY’R. We participate in Stripe’s dispute process and provide evidence of valid charges (invoices, sign-in logs, usage data).

7.2 Consequences

During an active dispute, your account may be suspended.
For abusive chargebacks, we reserve the right to terminate the account permanently and pursue the amount legally.

7.3 Dispute resolution — recommended steps

Before initiating a chargeback, contact billing@surwayr.com first; we aim to respond within 3 business days and resolve disputes amicably.

7.4 Stripe dispute

The Stripe Dispute process follows Stripe’s legal terms. If Stripe resolves the dispute in your favour, we treat the matter as closed and refund as applicable.

8. B2B vs B2C

Aspect	B2C (consumer)	B2B (business)
VAT	Charged (27% / OSS)	Reverse charge (EU) or 27% (HU)
Refund	14-day withdrawal right (consumer law)	Per contract
Dispute	Consumer protection authority	Courts, arbitration
Invoice type	Consumer invoice	Business invoice (with tax ID)

Consumer withdrawal: In line with EU Consumer Rights Directive (2011/83/EU) and Hungarian law, for digital services the 14-day withdrawal right may be lost if you consent to immediate performance and the service has started — you are informed and asked to consent at registration.

9. Price changes

We notify you of subscription price changes at least 30 days before they take effect in writing (by email). During the notice period, you may cancel your subscription without refund obligation.

10. Currencies

Prices are shown in EUR or HUF (as on the Pricing page). Stripe charges in your card’s default currency; we are not responsible for exchange rate differences.

11. Handling billing disputes

You must report a billing dispute to billing@surwayr.com within 30 days of the charge date, stating: (a) the disputed amount and date; (b) the reason for the dispute. After that period, you waive the right to claim a refund of the disputed amount.

The parties will seek to resolve disputes in good faith. Undisputed amounts remain due on their due dates during an active dispute. If settlement fails, the dispute may be brought before the competent courts under section 13 of the Terms of Service.

By registering and activating a paid tier, you expressly consent to the Provider issuing electronic invoices only, sent to your registered email and downloadable in the account. The date of receipt of the e-invoice is the date the email is sent.