Billing Failure, Cancellation, and Downgrade Policy

1. Purpose of this policy

This policy explains:

• what happens when a payment fails
• how cancellations are handled
• what happens when a customer downgrades to a lower plan
• how access may be restricted if a tenant is over plan limits
• how suspended accounts may be reactivated
• how billing-related lifecycle states affect access to MaturIQ

2. Subscription states

For operational purposes, MaturIQ may treat subscriptions or tenant accounts as being in one or more of the following states:

• Free: using the free plan
• Active: paid subscription is current and in good standing
• Past Due: payment has failed or could not be collected, and the grace period is running
• Suspended: payment issue remains unresolved after the grace period, or access has been restricted for billing reasons
• Cancelled: subscription has been set not to renew at the end of the current paid term
• Downgraded: subscription has moved to a lower plan, including the free plan where applicable
• Terminated: subscription and service access have ended and the account is no longer in active service

These operational states may be implemented through internal application logic and may not exactly mirror wording used by third-party billing systems.

3. Failed payments and grace period

If a payment fails, is declined, cannot be collected, or is otherwise not successfully completed, the affected subscription may be placed into a Past Due state.

MaturIQ applies a 14-day grace period from the point the payment failure is identified, unless a shorter or longer period is required by law or expressly agreed in writing.

During the grace period, we may:

• continue normal paid access temporarily
• notify tenant administrators of the payment issue
• remind the customer to update billing details or resolve the failed payment
• limit certain account changes, such as upgrades, additional purchases, or new invites, where appropriate

A grace period is intended to allow reasonable time to correct billing issues. It does not waive the payment obligation.

4. What happens during the grace period

During the grace period, we will usually allow the tenant to continue using the service on its current plan, but we reserve the right to apply limited restrictions where appropriate.

These may include:

• warning banners or account notices for tenant administrators
• restriction on plan upgrades
• restriction on adding seats, business units, or other usage above the existing entitlement
• restriction on new invitations if the account is already close to or above its plan limits

We may vary these measures depending on the nature of the billing issue and the operational risk to the service.

5. Suspension for unresolved billing issues

If the payment issue is not resolved within the grace period, we may move the tenant or subscription into a Suspended state.

When an account is suspended for billing reasons, we may:

• keep owner or tenant administrator login access active
• keep access to billing, account, or subscription settings active
• allow limited export access where we choose to provide it
• block creation of new assessments
• block new invitations or new users
• block creation of new business units or new plan-limited items
• restrict editing, submissions, or normal use for non-admin users
• display account status warnings in the product

A billing suspension is intended to preserve account recovery while restricting ongoing use of unpaid service.

6. Cancellation by the customer

You may cancel a paid subscription at any time through the billing method or account controls made available to you.

Unless we expressly state otherwise at checkout or in a written commercial agreement:

• cancellation stops the next renewal
• cancellation does not normally entitle you to a refund for the current billing period
• paid access continues until the end of the current paid term
• at the end of the current paid term, the subscription may end, downgrade, or move to a restricted state depending on plan eligibility and usage levels

Cancelling a subscription does not remove payment obligations already due.

7. End of term after cancellation

When a cancelled paid subscription reaches the end of its current paid term, MaturIQ may do one of the following:

• move the tenant to the Free plan if the tenant is eligible and within the free plan limits
• move the tenant to a Downgraded state on the lower plan selected
• move the tenant to a Suspended or restricted state if the tenant remains over applicable limits and has not reduced usage to fit the available plan

We are not required to maintain paid features after the end of the paid term.

8. Downgrades

A downgrade occurs when a customer moves from one plan to a lower plan, including from a paid plan to the free plan where available.

A downgrade may reduce the tenant's permitted:

• number of seats
• number of business units
• number of assessments
• available features
• data access or usage entitlements
• administrative or reporting capabilities

Plan limits after downgrade are determined by the target plan in effect at the time of downgrade.

9. Downgrade while over limits

If a tenant downgrades or falls back to a lower plan and is over the limits of that plan, we will not usually delete customer data automatically just because the tenant is over the new limits.

Instead, we may apply one or more of the following measures:

• block creation of new items above the downgraded plan limit
• block new user invites
• block creation of new business units
• block further assessments beyond the downgraded limit
• restrict access to features not included in the downgraded plan
• require the tenant administrator to reduce usage to within plan limits within a reasonable period

During this remediation period, existing data may remain visible or retained, but new usage may be restricted.

10. Remediation period after downgrade

Where a tenant is over the limits of its downgraded plan, we may provide a reasonable remediation period to allow the tenant administrator to:

• remove or deactivate users
• reduce active business units
• stop using restricted features
• export data if needed
• upgrade back to a plan that supports current usage

We reserve the right to decide the length and conditions of any remediation period based on the plan change, product behaviour, and commercial risk.

11. Reactivation after payment resolution

If a failed payment is successfully resolved during the grace period or after suspension, we may reactivate the affected subscription or tenant account.

Reactivation may restore:

• paid feature access
• normal tenant access
• user editing rights
• assessment creation and submission rights
• access to plan-based functionality

We may require that all overdue charges or valid outstanding amounts are successfully settled before reactivation takes effect.

12. Repeated payment failures or abuse

We reserve the right to shorten recovery options, limit access, or terminate service where we reasonably believe there is:

• repeated payment failure without genuine recovery effort
• abusive cancellation and re-subscription behaviour
• misuse of grace periods
• attempts to avoid valid charges
• fraudulent or deceptive billing conduct

This does not affect any rights that cannot lawfully be excluded.

13. Off-boarding and data handling after termination

If a subscription ends and is not reactivated, and no valid lower-plan continuation applies, the tenant may move to Terminated status.

After termination:

• normal access to MaturIQ may end
• we may retain limited billing, legal, tax, accounting, fraud prevention, security, and dispute-related records
• customer content and account data may be retained for a limited post-termination period in line with our Privacy Policy and retention approach
• we currently expect customer content to be deleted or anonymised after the applicable retention period, which is generally 30 days after service ends, unless longer retention is needed for legal, accounting, security, dispute, or backup reasons

Customers are responsible for exporting any data they need before the applicable access or retention period ends.

14. Billing platform and merchant of record

Paid transactions for MaturIQ are processed through Paddle, which acts as merchant of record.

This means some billing events, renewal processing, payment collection, refund processing, and payment recovery activity may be handled through Paddle's systems.

However, MaturIQ may still apply its own application-level access controls, suspension logic, downgrade logic, and entitlement rules in response to billing status.

15. No waiver of payment obligation

A grace period, suspension delay, temporary continued access, or any manual billing support does not waive the customer's obligation to pay valid charges owed for the subscription or service used.

16. Changes to this policy

We may update this Billing Failure, Cancellation, and Downgrade Policy from time to time.

When we do, we will post the updated version on this page and update the effective date above.

17. Contact