Convay Billing Policy

• Billing Period – The recurring interval (monthly or annual) for which a subscription fee is charged in advance.
• BIN – Business Identification Number issued by the National Board of Revenue (NBR), Bangladesh.
• Customer – The individual or legal entity responsible for paying for a Convay subscription or add-on.
• Mushak 6.3 – The VAT challan/invoice form prescribed under the VAT & SD Act, 2012 for VAT-registered supplies in Bangladesh.
• MFS – Mobile Financial Services regulated by Bangladesh Bank, including bKash, Nagad, Rocket and Upay.
• Order Form – The online checkout confirmation, quotation, or signed document setting out the subscription, add-ons, seats, term, fees and billing contact.
• License – A licensed user account under a Pro, Business or Enterprise plan, typically identified by a unique email address.
• TDS – Tax Deducted at Source (income tax withholding) under the Income Tax Act, 2023.
• VAT – Value Added Tax imposed under the Value Added Tax and Supplementary Duty Act, 2012, currently at a standard rate of 5%.
• VDS – VAT Deducted at Source under Section 49 of the VAT & SD Act, 2012 and the VDS Rules 2025.
• Withholding Entity – Government bodies, banks, insurance companies, NGOs, educational institutions, public limited companies and entities under the Large Taxpayer Unit (VAT).

3.1 Published Prices

Plan prices, add-on prices and feature entitlements are published at convay.com/pricing. Unless expressly stated otherwise, published prices are exclusive of applicable taxes, duties, levies, bank charges, MFS fees and exchange-rate costs.

3.2 Billing Currencies

We invoice in the following currencies:

• Bangladesh billing address: Bangladeshi Taka (BDT)
• Customers outside Bangladesh (Pro/Business plans): United States Dollar (USD)
• Enterprise, government and reseller contracts: BDT, USD, or other currency as agreed in the Order Form

3.3 Exchange Rates

Where a price is converted between currencies, we apply the indicative rate published by our payment processor or Bangladesh Bank on the invoice date. Customers are responsible for any variance from their own bank's conversion rate or cross-border card fees.

3.4 Rounding

Line-item amounts are calculated to two decimal places. The total payable is rounded to the nearest unit of the billing currency (for BDT, to the nearest Taka).

4.1 VAT on Bangladesh Supplies

As a public limited company registered with the NBR under BIN 000937891-0203, Synesis IT PLC is required to charge Value Added Tax at the applicable statutory rate (currently 5%) on supplies of the Service in Bangladesh. VAT is added on top of the published price and shown as a separate line item on the invoice.

4.2 VAT Deduction at Source (VDS)

Where the Customer is a Withholding Entity under the VAT & SD Act, 2012 and the VDS Rules 2025:

• We will issue a Mushak 6.3 VAT invoice for each supply;
• The Customer shall deposit the deducted VAT into the Government Treasury on behalf of Synesis IT PLC and furnish a Mushak 6.6 deduction certificate within the statutory period;
• The Customer's payment obligation is satisfied only when both the net payment is received and a valid Mushak 6.6 has been delivered;
• Failure to provide a timely Mushak 6.6 may result in the corresponding VAT amount being re-invoiced to the Customer for direct settlement.

4.3 Income Tax Withholding (TDS)

If the Customer is obliged to deduct income tax at source under the Income Tax Act, 2023, the Customer shall deduct tax at the applicable rate and deposit it into the Government Treasury. Convay is entitled to receive a tax deduction certificate within the statutory period.

4.4 Foreign Customers and Cross-border VAT

For Customers outside Bangladesh, VAT, Goods and Services Tax, sales tax or consumption tax may apply in the Customer's own country. Where Convay is registered in such country, we will add the applicable tax to the invoice. Otherwise, the Customer is responsible for any reverse-charge or self-accounting obligations under local law.

4.5 Tax Documentation

It is the Customer's responsibility to provide accurate tax information at the time of purchase, including billing name, address, BIN, TIN and tax residency. Corrections of tax information after an invoice has been issued may be accommodated only within the same tax period.

Convay accepts payment through the following channels, subject to availability in your country:

• Credit & debit cards (Visa, Mastercard, American Express) – For self-serve subscriptions, add-ons, and renewals. Processed by a PCI DSS certified payment service provider; we do not store full card data.
• Bangladesh Mobile Financial Services (bKash, Nagad, Rocket, Upay) – For BDT subscriptions for individuals and SMEs. Subject to the operator's transaction limits and fees.
• Bank transfer / pay order / wire – For enterprise and annual plans, government procurements. Remittance must reference the invoice number.
• Purchase order (PO) – For enterprise and government Customers with approved credit. Requires a signed Order Form and credit approval.

6.1 Billing Cycle

Subscriptions are billed in advance for the applicable Billing Period (monthly or annual). The first charge occurs when you complete checkout. Subsequent charges occur automatically on the renewal date unless you cancel before the renewal.

6.2 Auto-renewal

All subscriptions auto-renew at the end of each Billing Period until cancelled. You will be charged the then-current price for the plan and number of licenses/seats in use. We will notify you by email before each renewal.

6.3 Cancellation

You may cancel your subscription at any time via your Convay Billing Portal or by contacting support. Cancellation stops future renewals but does not entitle you to a refund for the current billing period (except as detailed in our Refund Policy). You retain access to paid features until the end of your current billing cycle.

6.4 Seat and License Changes

Adding seats (mid-cycle):

• You are charged immediately for the prorated cost of the new seats for the remainder of the current Billing Period.
• At renewal, the full price for all seats applies.

Removing seats (mid-cycle):

• The removal takes effect at the next renewal date.
• No refund is issued for unused seats in the current billing cycle.

7.1 Add-on Billing

Add-ons such as Big Meeting, additional participant capacity, extra storage, or AI Suite enhancements are billed in advance for the same Billing Period as your subscription.

7.2 Usage-based Charges

For usage-based features (such as pay-as-you-go transcription or cloud recording storage), charges are calculated based on actual consumption during the billing period and invoiced at the end of the period or monthly, whichever applies.

7.3 Overage and Consumption Limits

Where a plan includes a soft limit or fair-use threshold, we will notify you if you approach the limit. Continued use beyond the limit may incur overage fees as detailed in your plan terms.

Professional Services (onboarding, training, customization, consulting) are billed according to the scope of work and rates set out in the Order Form or Statement of Work.

• Fixed-fee projects: Fees may be invoiced in milestones (e.g., 30% upfront, 30% mid-project, 40% on completion).
• Time-and-materials: Invoiced monthly based on actual hours consumed at the agreed hourly or daily rate.
• Payment terms for Professional Services are typically net 30 days from invoice date unless otherwise agreed.

9.1 Free Trials

Where we offer a free trial, you are not charged during the trial period. If you provide payment details at sign-up, you will be charged automatically when the trial ends unless you cancel before the trial expiration date.

9.2 Promotional Pricing

Promotional discounts apply only for the initial term stated in the offer. At renewal, you will be charged the regular price unless the promotion explicitly includes renewal terms.

9.3 Discount Codes and Vouchers

Discount codes are single use unless otherwise stated, are not redeemable for cash, cannot be combined with other offers, and expire on the date shown. Misuse or fraudulent use of discount codes may result in cancellation of the related subscription without refund.

9.4 Account Credits

Account credits (including service credits issued under our Service Level Agreement, goodwill credits, or reseller credits) are applied automatically to the next invoice, cannot be transferred to another Account, cannot be exchanged for cash except where required by law, and expire twelve (12) months after issuance unless otherwise specified.

10.1 Upgrades

If you upgrade to a higher-tier plan mid-cycle, you are charged immediately for the prorated difference between the old and new plan for the remainder of the current Billing Period. At the next renewal, you will be charged the full price of the new plan.

10.2 Downgrades

If you downgrade to a lower-tier plan, the change takes effect at the next renewal date. No refund is issued for the difference in price for the current billing cycle.

10.3 Migration Between Billing Cycles

If you switch from a monthly to an annual plan (or vice versa), your next charge will be at the new billing frequency. Any unused portion of your current plan may be credited toward the new plan at our discretion.

11.1 Invoice Delivery

Invoices are sent electronically to the billing email address on file. It is your responsibility to keep this email address current. We are not liable for non-delivery caused by outdated contact information or email filtering.

11.2 Invoice Contents

Each invoice includes:

• Invoice number and date;
• Customer name, billing address and tax identifiers (BIN, TIN);
• Description of the Service, plan, seats, add-ons and billing period;
• Itemized charges, taxes (VAT, VDS, TDS as applicable) and total amount due;
• Payment due date and accepted payment methods;
• Synesis IT PLC's BIN, registered address and contact details.

11.3 Payment Due Date

Self-serve subscriptions:

• Payment is due immediately at checkout and on each renewal date.
• Your payment method on file will be charged automatically unless you cancel before renewal.

Enterprise and invoice-based billing:

• Payment is due within thirty (30) days of the invoice date, unless otherwise agreed in the Order Form.

11.4 Receipt and Confirmation

A payment receipt will be sent to your billing email after each successful charge. If you require a Mushak 6.3 VAT challan or other tax documentation, please contact support@convay.com.

12.1 Payment Processor

Card payments are processed by our PCI DSS Level 1 certified payment service provider. Convay does not store your full card number or CVV. We retain only the last four digits and expiry date for display in your billing portal.

12.2 Authorization and Validation

When you submit payment details, we may place a temporary authorization hold on your card to verify validity. The hold is released within a few business days if the transaction is not completed.

12.3 Currency Conversion Fees

If your bank or card issuer charges foreign-exchange conversion fees or cross-border transaction fees, those are your responsibility. The amount you see at checkout is the amount we charge; your bank statement may reflect additional fees applied by your financial institution.

12.4 MFS Processing

For payments via Mobile Financial Services (bKash, Nagad, Rocket, Upay), transaction limits and processing fees are set by the MFS operator. Convay is not responsible for declined transactions due to operator-imposed limits or technical issues on the MFS platform.

Convay may revise prices for the Service from time to time. Price changes affecting renewals will be notified to the billing contact by email at least thirty (30) days in advance.

If you do not accept a price change, you may cancel your subscription before the change takes effect. Where the change applies mid-term to an annual plan, you may be entitled to a pro-rated refund of the affected period as detailed in our Refund Policy.

Price changes required by changes in applicable law, tax rates, or currency conversion are effective immediately without advance notice.

14.1 Automated Retries

If an automatic charge fails (for example, due to an expired card, insufficient funds, or a network failure), our payment processor will automatically retry the charge over the following seven (7) days. We will notify the billing email address after each failed attempt.

14.2 Grace Period

During the retry period, your Service will continue as normal. If the charge remains unpaid after the retry period, we may restrict access to paid features.

14.3 Suspension

If the invoice remains unpaid for more than seven (7) calendar days after the due date, we may suspend your Account. Suspended Accounts lose access to paid features but retain read-only access to Account settings for up to thirty (30) days so that you can update payment details.

14.4 Termination for Non-payment

If payment is not received within thirty (30) days of suspension, we may terminate the Account. Termination entitles us, without prejudice to any other rights:

• To recover outstanding amounts and collection costs;
• To delete Customer Content after the grace period described in the Documentation; and
• To report the default to credit and risk bureaus where permitted by law.

Undisputed invoiced amounts not paid by the due date may accrue late-payment interest at the lower of:

• Two percent (2%) per month; or
• The maximum rate permitted by applicable law,

calculated from the due date until the date of actual payment. Reasonable costs of collection, including bank charges, legal fees and collection-agency fees, are additionally recoverable.

16.1 Raising a Dispute

If you believe an invoice or charge is incorrect, please contact support@convay.com within thirty (30) days of the invoice date. To enable prompt resolution, please include the invoice number, the amount disputed, and the basis for the dispute.

16.2 Good-faith Payment of Undisputed Amounts

Raising a dispute does not extend the due date for undisputed amounts. Customers are expected to pay the undisputed portion of an invoice by the original due date, and any late-payment interest will apply only to amounts ultimately found to be payable.

16.3 Response and Resolution

We will acknowledge your billing inquiry within five (5) business days and aim to resolve it within twenty (20) business days. Where further investigation is required, we will keep you informed of progress and expected resolution date.

We strongly encourage Customers to raise billing concerns with us before initiating a chargeback or payment dispute with their bank or card issuer. Chargebacks are disruptive for both parties and often delay resolution.

• If we reasonably consider a chargeback to be unfounded, we may submit evidence to the card network, suspend or terminate the Account, and recover associated chargeback fees and administrative costs.
• Repeated chargebacks from the same Customer or the same payment instrument may result in permanent blocking of that payment method and of any future Account registered by the Customer.

Where Convay is purchased through an authorized reseller or distributor:

• The reseller is the Customer of record for billing purposes, invoices the end-customer under its own commercial terms, and is responsible for collecting payment and applicable local taxes;
• Convay invoices the reseller under a separate reseller agreement; and
• This Policy applies between Convay and the reseller, while the reseller's own billing policy applies between the reseller and the end-customer.

19.1 Contracted Terms

Enterprise, government, defense, banking and regulated-sector Customers typically purchase Convay under a negotiated master agreement or tender contract, which may include specific provisions on payment schedule, performance bonds, bank guarantees, earnest money deposits, service-level credits, and liquidated damages. The financial terms of that contract prevail over this Policy.

19.2 Purchase Orders

For Customers purchasing against a purchase order (PO), the PO is required before the Service is activated. Terms on the face of the PO that conflict with our Terms and Conditions or Order Form are not binding on Convay unless expressly agreed in writing.

19.3 Government Procurement

For procurement by Government of Bangladesh entities and statutory bodies, we comply with the Public Procurement Rules 2008, the Public Procurement Act 2006, and the relevant provisions of the tender documents. Any required tax deductions (VDS, AIT, TDS) will be clearly allocated on the invoice.

Refunds (including pro-rated refunds, cooling-off refunds, and duplicate-charge refunds) are governed by our Refund Policy. Approved refunds are applied to the original payment method. Where the original payment method is no longer available, refunds are processed by bank transfer to a verified account in the name of the Customer.

Convay retains billing records, invoices, Mushak 6.3 challans, Mushak 6.6 certificates, payment receipts and related accounting records for a minimum of six (6) years, or such longer period as required by the VAT & SD Act, 2012, the Income Tax Act, 2023, the Companies Act, 1994, or any other applicable law.

Customers may request copies of their billing records at any time through support@convay.com.

We may suspend billing, refuse to process a payment, or require additional verification where we reasonably believe that doing otherwise would violate sanctions regulations, anti-money-laundering laws, counter-terrorism financing requirements, or Bangladesh Bank foreign exchange rules.

In such cases, we will notify the Customer to the extent permitted by law and work in good faith to resolve the matter.

We may update this Billing Policy from time to time. The updated version will be published at convay.com/billing-policy with a revised "Last Updated" date.

Material changes will be notified to billing contacts by email at least thirty (30) days before they take effect. The version in force at the time of purchase applies to that transaction; the most recent version applies to renewals and future transactions.

For any billing, invoicing or tax matter, please contact:

Synesis IT PLC

2nd and 3rd Floor, 12, BDBL Bhaban
Kawran Bazar, Dhaka, Bangladesh

BIN: 000937891-0203

Email: support@convay.com.bd

Business hours: Sunday–Thursday, 09:00–18:00 (BST)