Sales & Support

1. Platform Access and Tiers

textile.solutions offers platform access under different membership tiers designed for businesses, research institutions, and public sector organisations. Details of available tiers, features, and pricing are published on the platform and may be updated periodically. Access to certain features requires a paid subscription.

2. Subscriptions and Billing

By subscribing to a paid plan, you agree to the following:

• Subscriptions are billed in advance on a monthly or annual basis, as selected at checkout.
• Payments are processed securely via our payment processor. We do not store full payment card details.
• Annual subscriptions offer a discounted rate compared to equivalent monthly billing.
• You will receive a receipt by email for each payment.
• Subscription fees are exclusive of applicable VAT or local taxes, which will be added where required.

3. Automatic Renewal

Subscriptions renew automatically at the end of each billing cycle unless cancelled. You may cancel at any time from your account settings. Cancellation takes effect at the end of the current billing period — you retain access to paid features until then.

4. Free Trial

Where a free trial is offered, it provides access to specified platform features for a defined period. No payment is required during the trial. If you do not cancel before the trial ends, your subscription will convert to the applicable paid plan and billing will commence.

5. Refunds

Our refund policy is as follows:

• Monthly subscriptions — no refunds are provided for partial months.
• Annual subscriptions — a pro-rata refund may be issued for the unused portion of the term if cancellation is requested within 14 days of renewal.
• Refund requests should be submitted to our support team at legal@textile.solutions.
• We reserve the right to refuse refunds in cases of policy abuse or where prohibited by law.

6. Pricing Changes

We reserve the right to change subscription pricing at any time. Existing subscribers will receive at least 30 days' notice before any price change takes effect. Continued use of the platform after the effective date constitutes acceptance of the new pricing.

7. Customer Support

Support is available to all registered users. We offer the following support channels:

• Email support — responses within 2 business days for standard enquiries.
• Priority support — available on selected paid plans with response times within 1 business day.
• Dedicated account management — available on enterprise plans.
• Documentation and self-service resources available at all times in the platform help centre.

8. Service Level

We target 99.5% platform availability on a monthly basis, excluding scheduled maintenance windows. Maintenance is typically conducted during off-peak hours and announced in advance where possible. We are not liable for service interruptions caused by factors outside our reasonable control.

9. Termination by Us

We reserve the right to suspend or terminate your account for non-payment, breach of our Terms of Service, or fraudulent activity. In the event of termination for cause, no refunds will be issued. We will provide reasonable notice where termination is not due to an urgent security or compliance matter.

10. Contact

For billing enquiries, subscription changes, or support requests, contact us at legal@textile.solutions.