Billing, Refunds and Chargebacks.

How billing works #

Each agency has one subscription, billed by Stacklumen LLC through one payment account. It carries the agency's plan (Free, Pro or Agency, monthly or yearly), any extra seats and workspaces, and a site plan for each site on its own domain, billed per site. Paid plans are charged in advance, in US dollars, and the one subscription covers every product.

During the private alpha, billing is not switched on: plans are not sold, the trial is not offered, and no subscription is charged. We will give notice before billing is switched on, and you will see the price and choose before anything is charged. Purchases from the Marketplace are charged when you make them, under the Marketplace Terms.

• Payments are processed by Stripe. We do not receive or store your card details.
• The subscription renews automatically at the end of each monthly or yearly period, at the prices then in force, and the payment method on file is charged for the next period, until it is cancelled.
• You authorise us, and Stripe on our behalf, to charge the payment method on file for every fee, renewal, change and tax as it falls due, and to retry a payment that fails. Keep your payment method current.
• Before any purchase or plan change, Billing states the renewal and asks you to agree to the Terms of Service and this policy. Stripe's checkout asks again on a first purchase. We keep a record of when, and by which account, those terms were agreed.
• A change to a larger plan or more lines takes effect when you confirm it, and the rest of the current period is charged on your next invoice. Switching between monthly and yearly starts a new period that day and is charged then, less credit for unused time.
• A change to a smaller plan or fewer lines takes effect when you confirm it, and the unused time is credited to your next invoice. Credit is not refunded and has no cash value. Moving to Free is a cancellation and takes effect at the end of the period.
• Prices may change. Any change is announced before it applies to you, and never applies to a period you have already paid for.

The free trial #

Each agency may take one 14-day trial of the Agency plan, covering every product and every workspace it holds, and each person may start one such trial. No payment details are required to start it, and nothing is charged when it ends unless you have chosen a plan. The trial exists so you can find out whether the products suit your agency before paying anything.

• An owner of one of the agency's workspaces starts the trial from Billing, and you are shown the exact date it ends.
• When it ends, the agency returns to the Free plan and features beyond it stop. Editors added during the trial beyond the seats the agency's plan includes become viewers; owners keep their role, and nothing is deleted.
• Workspaces opened during the trial beyond the number the agency's plan includes become read-only when it ends, newest first, until the plan covers them. Nothing in them is deleted, and their owners can still open Billing, leave or delete them.
• Choosing a plan during the trial keeps the rest of it: the plan is charged from the day the trial ends. Site plans and add-ons bought on their own are charged from the day you buy them. Billing shows the date before you confirm.
• One trial per agency and one per person: an agency cannot start a trial when the person starting it, or any of its owners or admins, has already had one. Opening further agencies, workspaces or accounts to obtain further trials is not permitted, and we may charge for, or end, a trial obtained that way.

Cancelling #

Cancel from Billing at any time: choose Cancel plan or the Free plan, or cancel in Payment method and invoices. Any owner of one of the agency's workspaces can do it. You do not need to contact us, and you do not need to give a reason.

Cancellation takes effect at the end of the period you have already paid for, monthly or yearly. You keep full access until then, the subscription does not renew after it, and the remainder of the period is not refunded. Deleting a workspace or an account does not cancel the subscription by itself, and does not create a refund.

Fees are non-refundable #

Except as this section states or the law requires, all fees are non-refundable, and no refund or credit is given for:

• partial periods, unused time, or a period in which you did not use the products;
• unused seats, workspaces, site plans, add-ons, allowances or credit;
• a downgrade or cancellation, which takes effect as described above;
• features that changed, moved between plans, were removed or did not arrive, including during the private alpha;
• dissatisfaction, a change of mind, or a product not suiting your business;
• an account, workspace or site suspended or terminated for a breach of the terms;
• fees paid to third parties, such as domain registrars, or for purchases made from other members in the Marketplace.

We refund only these:

• a charge made twice for the same thing;
• a charge taken after a cancellation had already taken effect;
• a charge caused by our own billing error.

To claim one, write to support@stacklumen.com within 30 days of the charge, with the invoice and what went wrong. Refunds go to the original payment method. Any other refund or credit is at our sole discretion, and one given once does not oblige us to give another.

Failed and late payments #

If a payment fails, the plan stays in force for 7 days while the payment is retried, which leaves time to update the card. After that the agency is on Free until the balance is paid or a plan is chosen again, and features beyond Free stop. Nothing is deleted. Amounts owed remain owed, and we may recover them, with the reasonable cost of collecting them.

Billing disputes and chargebacks #

Come to us first. If you think a charge is wrong, write to support@stacklumen.com within 30 days of the charge. Charges not raised within 30 days are accepted as correct. We answer every billing question, and a real error is refunded under this policy, usually faster than a bank dispute would be.

A chargeback on a valid charge is a breach. Asking your bank or card issuer to reverse a charge that was made as these terms describe, without first raising it with us and allowing 30 days to resolve it, is a breach of the Terms of Service. When a dispute or chargeback is opened against a charge:

• we may suspend the agency's workspaces, published sites, API keys and agent connections, and every account that owns or administers them, until the dispute is resolved;
• we will contest it with the records of the charge: the terms agreed, by which account and when, the invoices, and the account's use of the products;
• if it is decided in your favour on a valid charge, or withdrawn after the service was provided, the amount remains owed, together with the dispute fees the processor charged us and the reasonable cost of collecting it;
• we may close the agency, decline to provide the service to you again, and share the details with our payment processor for fraud prevention.

Access is restored once the dispute is withdrawn or resolved and everything owed is paid.

Taxes #

Prices are shown without tax. Where tax applies, it is calculated at checkout, added to the price and shown on the invoice once tax collection is active on our payment account. Until then no tax is added, and any tax due on a purchase where you are is yours to account for. You are responsible for every tax on your purchases other than taxes on our income.

Your statutory rights #

Nothing in these terms removes a right you have under the consumer law where you live that cannot be excluded by contract. Where such a law gives you a stronger right, that law applies, and only to the extent it requires.