Payment Terms

These Payment Terms explain how billing works for the Faden platform. They form part of, and should be read with, our Terms of Service. Words defined there have the same meaning here.

They cover what you pay us for your subscription. They are separate from any fees a third-party provider (such as a payment gateway) charges you, and separate from payments your own customers make to you.

It is important to understand the difference between the two kinds of payment that can involve Faden:

1. What you pay Faden — your subscription

You pay Faden a subscription fee (and any add-ons or Consumables) to use the platform. This is the only money Faden collects from you, and it is what these Payment Terms are mainly about.

2. What your customers pay you — through your own gateway

When you take payment from your own customers, you do so through a payment gateway you connect (for example your own Stripe or Square account). Those funds flow directly between your customer, your chosen gateway and you. Faden does not receive, hold, control or have any claim to that money, and is not a party to those transactions. Your relationship with your customers, including refunds and disputes, is between you and them (and your gateway).

In short: Faden bills you for the software. Your gateway handles the money your customers pay you. We never sit in the middle of your customer payments.

• Current plans, inclusions and prices are shown at faden.tech/pricing.
• Subscriptions can be billed on different cycles — for example monthly, six-monthly or yearly — as shown at checkout. Fees are charged in advance for the whole cycle.
• All prices are in Australian dollars (AUD) unless stated otherwise.
• Subscriptions renew automatically at the end of each cycle at the then-current rate for your plan, unless you cancel before the renewal date.
• Extra staff seats and certain plan features are charged as add-ons, billed on the same cycle as your subscription.

Prices shown are inclusive of Australian GST where it applies. We issue a tax invoice for each charge, available in your billing settings. If you are located outside Australia, you are responsible for any taxes, duties or charges that apply in your jurisdiction.

• Where we offer a free trial, it gives access to a paid tier for a set period.
• If a card is required to start a trial, we will not charge it during the trial. Unless you cancel before the trial ends, your subscription will begin on the plan you selected and the first charge will be taken.
• If no paid plan is selected, your account moves to the free tier or is limited when the trial ends.
• Only one trial is available per business unless we agree otherwise.

Subscription payments are processed by our payment provider, Stripe. You authorise us (through Stripe) to charge your nominated payment method for your subscription, add-ons, renewals and any Consumables or auto top-ups you enable.

• Card details are entered directly with Stripe and stored by Stripe under its own terms. Faden never receives or stores your full card number.
• You must keep a valid payment method on file while you have a paid subscription or auto top-ups enabled.
• Stripe's processing of your payment is subject to Stripe's terms and privacy policy.

Some features are metered and sold as pre-paid Consumables, on top of your subscription. These may include, depending on your plan and choices:

• Messaging credits (SMS and WhatsApp).
• Call minutes, where used.
• AI copilot actions.
• Optional add-ons such as your own dedicated messaging number, white-label branding, the maker/factory portal, and additional seats.

How metering works

• Each plan includes a monthly allowance of certain Consumables. Allowances reset each month and do not roll over.
• Beyond the included allowance, you can buy top-up packs. Purchased packs do not expire and are used only after the monthly allowance is exhausted.
• If you enable auto top-up, we will automatically purchase a further pack when your balance falls below the threshold you set, charged to your payment method. You can turn auto top-up off at any time.
• Consumables are consumed as you use the relevant feature. Once purchased, packs are non-refundable except as required by law.
• We meter usage in good faith using our own records, which are conclusive absent manifest error.

We may change our prices from time to time. If we change the price of your current plan, we will give you reasonable notice before it takes effect at your next renewal, so you can decide whether to continue.

Where we reprice a plan, we do not reprice existing subscriptions mid-term — an existing subscription keeps its current price until you change plans or the notified change takes effect at renewal.

If a payment fails, we may retry it and will let you know so you can update your payment method. If a subscription payment remains unpaid, we may suspend or limit your access until it is resolved, and may ultimately cancel the subscription. Suspension for non-payment does not relieve you of fees owed for the period before suspension.

If an auto top-up or Consumable charge fails, the related metered feature may stop working until the balance is restored.

• You can cancel your subscription at any time from your billing settings. Cancellation stops future renewals; your paid access continues until the end of the current paid period.
• Subscription fees are charged in advance and are non-refundable for the remainder of a period after you cancel, except where a refund is required by law.
• Pre-paid Consumables and top-up packs are non-refundable once purchased.
• We do not provide pro-rata refunds for downgrades or partial periods, except where required by law.

Nothing in these Payment Terms limits any rights you have under the Australian Consumer Law that cannot lawfully be excluded. If a service we supply is not of acceptable quality or fails to meet a consumer guarantee, you may be entitled to a remedy.

If you believe you have been charged in error, contact us at billing@faden.tech first and we will investigate promptly. Raising a chargeback without contacting us may lead to suspension while the dispute is resolved. This does not affect your consumer-law rights or your right to dispute a genuinely unauthorised transaction with your bank.

We may, at our discretion, provide an account on complimentary or discounted terms (for example, during onboarding or a partnership). Unless agreed in writing, complimentary access can be changed or withdrawn on reasonable notice, and standard fees apply afterward.

For anything about billing, invoices, add-ons or refunds, contact billing@faden.tech.