Support & Billing Help

1. Contact Us

For any questions, issues, or feedback, reach out to us at:

• Email: contact@qpath.one
• Billing-specific inquiries: payment@defineprocesses.com

We aim to respond to all inquiries within 1–2 business days.

2. Subscription Plans

DefineProcesses offers the following plans:

For full plan details and feature comparisons, visit the Plans page inside the app.

3. Payment Methods

All payments are securely processed by Stripe. We accept:

• Credit and debit cards (Visa, Mastercard, American Express, and others supported by Stripe)
• Additional payment methods may be available depending on your region

DefineProcesses does not store your card details. All payment information is handled directly by Stripe in compliance with PCI DSS standards.

4. Billing & Invoices

After each payment, you will receive an email receipt from Stripe. Invoices are also available in the Stripe Customer Portal, accessible from your Settings → Billing page in the app.

• Invoices include your billing details (name, address, Tax ID if provided).
• To update billing details, go to Settings → Billing in the app before your next payment.
• For company billing (with CUI/Tax ID), make sure your details are filled in before subscribing so they appear on the invoice.

5. Upgrading & Downgrading

• Upgrades take effect immediately. You will be charged a prorated amount for the remainder of your current billing period.
• Downgrades take effect at the end of your current billing period. You retain access to your current plan's features until then.
• Switching billing frequency (monthly ↔ yearly) is handled through the Stripe Customer Portal.

6. Team Plan & Seat Management

The Team plan is billed per seat. You can manage seats from the Plans page in the app:

• Adding seats: Takes effect immediately. A prorated charge is applied for the remainder of the billing period.
• Removing seats: Takes effect at the end of the current billing period.
• The minimum seat count is 2.

7. Cancellation

You can cancel your subscription at any time from the Plans page in the app. When you cancel:

• Your subscription remains active until the end of the current billing period.
• After the billing period ends, your organisation reverts to the Free plan.
• Your data is not deleted — you can re-subscribe at any time to regain access to paid features.

8. Refunds

Refunds are handled on a case-by-case basis. If you believe you were charged in error or are unsatisfied with the Service, contact us at payment@defineprocesses.com within 14 days of the charge.

We will review your request and respond within 5 business days. If a refund is approved, it will be processed to your original payment method via Stripe.

9. Failed Payments

If a payment fails (e.g., expired card, insufficient funds):

• Stripe will automatically retry the charge over the next few days.
• You will receive email reminders from Stripe to update your payment method.
• If the payment continues to fail, your subscription may be cancelled and your organisation will revert to the Free plan.
• You can update your payment method at any time via the Stripe Customer Portal (accessible from Settings → Billing).

10. Currency & Taxes

All prices are listed in USD. Depending on your location, applicable taxes (VAT, sales tax) may be added at checkout by Stripe. Tax amounts will be shown before you confirm payment.

11. Account & Data

• To delete your account, contact us at contact@qpath.one. Account data will be removed within 30 days, except where retention is required by law.
• Billing records are retained for 10 years as required by Romanian tax law.
• For data export or portability requests, see our Privacy Policy.

12. Security

We take security seriously:

• All connections are encrypted via TLS/HTTPS.
• Payment data is handled exclusively by Stripe (PCI DSS Level 1 certified).
• Authentication is handled via Google OAuth through Supabase Auth — we never store passwords.
• Database access is protected by Row Level Security (RLS) policies.

If you discover a security vulnerability, please report it to contact@qpath.one. We appreciate responsible disclosure.

13. Service Availability

We strive for high availability but do not guarantee 100% uptime. Planned maintenance will be communicated in advance when possible. For real-time status, check our communications channels or contact us directly.

14. Legal

DefineProcesses is operated by Qpath Concept SRL, a company registered in Romania. For full legal terms, see:

• Terms of Service
• Privacy Policy
• Cookie Policy
• California Privacy Notice (CCPA)