Service and trading name: Consentory
Legal operator and contracting party: AKSAMIT PROJECTS sp. z o.o.
Registered address: ul. Stefana Batorego 18/108, 02-591 Warsaw, Poland
Registration number: KRS 0001143745
VAT ID or status: NIP 1231570838
Customer support: support@consentory.io · Email support only
Legal notices: legal@consentory.io
Effective date: 2026-08-19
Document version: 2.0
1. Summary
Subscriptions can be cancelled at any time from the Stripe Customer Portal. Cancellation prevents the next renewal but does not automatically refund the current term. Refunds are available for duplicate charges, confirmed billing errors, qualifying service-delivery failures, statutory withdrawal rights and other cases required by law.
2. How to cancel
- Sign in to the Consentory workspace.
- Open Billing and select Manage billing.
- Choose the subscription cancellation option in Stripe Customer Portal.
- Review the effective date and confirm.
If the portal is unavailable, email support@consentory.io from the account address before renewal. Include the account email and Stripe invoice number. We acknowledge support requests within two business days during published support hours.
3. Cancellation timing
Unless mandatory law or the cancellation confirmation says otherwise, service continues to the end of the already-paid monthly or annual period and no further renewal is charged. Downgrading or deleting a website does not by itself cancel a subscription. Access after the effective date returns to the free plan and its capacity limits.
4. EU/EEA consumer withdrawal
An eligible EU/EEA consumer may withdraw from a distance contract within 14 days without giving a reason. To exercise this right, send an unambiguous statement to legal@consentory.io with the account and order details. If immediate performance was expressly requested, we may deduct a proportionate amount for service supplied before withdrawal. Business subscriptions and renewals may not carry the same statutory right.
5. Refund eligibility
- Duplicate or unauthorised duplicate charges attributable to our billing setup.
- An incorrect plan or amount charged because of a confirmed system error.
- Paid access not provisioned within one business day after successful payment and not restored within a reasonable period after notice.
- A statutory refund, withdrawal or consumer remedy required in the customer’s jurisdiction.
- Another exception approved by us after reviewing the service and billing evidence.
6. Normally non-refundable cases
Except where law requires otherwise, we do not refund used billing periods, unused scan or website capacity, partial periods after a voluntary cancellation, taxes already remitted, currency conversion costs, failures caused by customer configuration, or suspension for a material Acceptable Use Policy breach.
7. Request process and timeline
Email support@consentory.io with the account email, invoice number, charge date, amount and reason. Do not send card numbers or security codes. We normally acknowledge within two business days and provide a decision or request further evidence within five business days. Complex fraud or service investigations can take longer; we will communicate the status.
8. Approved refunds
Approved refunds are submitted through Stripe to the original payment method, normally within five business days after approval. Stripe and the customer’s bank control final posting; it commonly takes a further 5-10 business days and can take longer for some payment methods or cross-border transactions. Taxes are refunded where legally and technically refundable.
9. Disputes and chargebacks
Please contact us before opening a card dispute so we can investigate, but doing so does not restrict any right to contact a card issuer or authority. We may provide Stripe and card networks with the order, acceptance, login, service-delivery, cancellation and communication records necessary to respond. We do not retaliate for a good-faith dispute.
10. Fraud and unauthorised payments
Report suspected unauthorised use promptly to us and your card issuer. We may secure the account, suspend further billing and request identity or account-control evidence. Never email full payment credentials.