Terms and conditions

Draft under legal review. This document will be reviewed by Panamanian legal counsel before becoming final. For questions write to legal@facturahq.cloud.

1. Acceptance

By registering, activating a subscription or using any part of the FacturaHQ service you (the "Customer") accept these Terms and Conditions. If you act on behalf of a company, you represent that you have authority to bind it. If you do not agree, do not use the service.

2. Service description

FacturaHQ is a SaaS for electronic invoicing under the Electronic Invoicing System of Panamá (SFEP), operated in integration with Alanube as a Qualified Authorization Provider (PAC) authorized by the DGI. The service covers issuance, signing, transmission, retrieval and archiving of electronic fiscal documents.

FacturaHQ is an electronic-invoicing tool and is not accounting, inventory or expense-management software. It does not replace professional accounting, tax or legal advice.

3. Eligibility

• You must be a taxpayer registered with the DGI of Panamá with a valid RUC and Aviso de Operación.
• You must hold a qualified digital signature issued by an accredited provider in Panamá (SFEP requirement).
• Information you provide must be accurate, complete and kept up to date.

4. Account and security

• You are responsible for the confidentiality of your credentials and for all activity under your account.
• You must promptly notify FacturaHQ of any unauthorized use or security breach.
• FacturaHQ may suspend accounts on reasonable suspicion of compromise until the incident is resolved.

5. Plans and subscription

• Pro: $19/mo — up to 100 invoices/month and 3 users.
• Business: $39/mo — up to 500 invoices/month, 10 users and API access.
• Enterprise: custom pricing — high volume, enhanced SLA and dedicated support.
• Free trial: 15 days with full functionality; no card required.
• Annual billing: equivalent to paying 10 months (2 months free).

Usage above the plan cap is billed as an overage or requires upgrading to a higher plan: $0.15 per additional invoice on Pro and $0.10 per additional invoice on Business.

6. Payment and renewal

• Plans auto-renew at the end of each cycle (monthly or annual) unless canceled in advance.
• Prices are expressed in US dollars (at par with the Panamanian balboa) and include ITBMS when applicable.
• Payments are non-refundable except where required by law or in the event of an error attributable to FacturaHQ.
• Non-payment for more than 10 days may result in suspension. Permanent deletion occurs after 60 days of non-payment, subject to fiscal archive obligations.

7. Availability and SLA

• FacturaHQ targets a 99.9% monthly uptime measured against the issuance plane, excluding planned maintenance announced at least 48 hours in advance.
• Outages in third-party services (DGI, PAC Alanube, network operators, certificate authorities) not attributable to FacturaHQ do not count against the SLA.
• FacturaHQ operates contingency procedures of up to 72 hours per SFEP regulations in the event of DGI unavailability.

8. Customer responsibilities

• Keep your qualified digital signature valid and properly custody the .p12 file and its password.
• Ensure the fiscal accuracy of issued data (amounts, ITBMS, recipients, product classification).
• Perform cancellations, credit notes or fiscal corrections within the legal deadlines.
• Comply with all obligations before the DGI; FacturaHQ is an issuance and transmission tool.

9. Fiscal archive (5 years)

FacturaHQ retains electronic fiscal documents issued through the service for a minimum of 5 years, pursuant to SFEP regulations and Panamanian tax obligations. After account cancellation, this archive remains available to the Customer for the remaining regulatory period.

10. Intellectual property

The software, designs, code, marks and content of FacturaHQ are the property of the service operator. The Customer retains ownership of its fiscal data and receives a limited, revocable and non-exclusive license to use the service during the term of its subscription.

11. Data protection

Processing of personal data is governed by our privacy policy and Law 81 of 2019 (LPDPD) of Panamá. When using the service, the Customer acts as controller for its own customers' data and FacturaHQ acts as processor.

12. Acceptable use

You may not:

• Issue false, fraudulently duplicated or unlawful fiscal documents.
• Reverse-engineer, decompile or attempt to breach the security of the service.
• Overload the API with disproportionate traffic or beyond contracted limits.
• Use the service for activities prohibited by Panamanian law or current DGI resolutions.

13. Suspension and termination

FacturaHQ may suspend or terminate service in the event of material breach of these terms, order of a competent authority, non-payment, fraud or use that compromises platform integrity, notifying the Customer where legally possible. You may cancel your subscription at any time from the admin panel.

14. Limitation of liability

To the maximum extent permitted by law, FacturaHQ's aggregate liability to the Customer for any claim arising from the service is limited to the amount actually paid by the Customer in the 12 months preceding the event giving rise to the claim. FacturaHQ is not liable for lost profits, loss of opportunity, fines or tax penalties arising from inaccurate data provided by the Customer, nor for events attributable to third parties (DGI, PAC, certificate authorities, infrastructure providers).

15. Changes to the terms

We may modify these terms to reflect legal, tax or service changes. We will notify material changes at least 15 days in advance. Continued use of the service after the effective date constitutes acceptance.

16. Governing law and jurisdiction

These terms are governed by the laws of the Republic of Panamá. Any dispute arising from the service will be submitted to the ordinary courts of Panamá City, except where otherwise mandated by law.

17. Contact

Questions on these terms: legal@facturahq.cloud. General support: support@facturahq.cloud.