Billing, Cancellation & Refund Policy

This policy is part of the Terms of Service. It explains how crewduo subscriptions are billed, how to cancel, and when we give refunds or credits. It applies to fees a Business pays us for crewduo. Payments a Business collects from its own clients are covered in section 9.

1. Free trial

• New Businesses can try crewduo free for 14 days, with every feature and no payment card. The free trial is a single offer, not one per plan, and is limited to one per Business.
• We do not charge you during the trial. If you choose a paid plan during the trial, we save your card and your first payment is taken on the day the trial ends, so nothing is charged before then. If fewer than two days of the trial are left when you choose, billing starts when you choose it.
• You can also buy a plan, with any add-ons, straight away without a trial. Billing then starts when you check out.
• If you do not choose a plan by the end of the trial, you keep full access for a further 7 days, after which your Business becomes read-only: you can sign in, view and export your data, and your clients can still pay open invoices, but nothing new can be created until a plan is chosen. The Free plan is available as a choice when your Business fits its limits. Data from an expired trial is deleted 90 days after the trial ends, with reminders at 30, 60 and 83 days. See section 8.

2. How billing works

• Subscriptions are billed in advance, monthly or annually, in the currency shown at checkout. Payments are processed by Stripe.
• Subscriptions renew automatically at the end of each billing period until you cancel. We charge the payment method on file on the renewal date.
• Add-ons are billed on the same cycle as your plan. When you pay yearly, add-ons are billed yearly too, at twelve months of their monthly price.
• If a payment fails. We retry the charge and email the account owner. Everything keeps working for 7 days after the first failed payment. If it is still unpaid then, your plan and add-ons are paused: only the account owner or a user with billing permission can sign in, and only to fix the payment. Your data, phone numbers and account credit are kept for a further 30 days. If it is still unpaid after that, the subscription ends, your Business moves to the Free plan and its phone numbers are released. Paying at any point restores your plan straight away.
• Seasonal hold. On a monthly paid plan you can pause for the off-season from Plan & subscription: your plan's fees stop and a flat hold fee (plus a small fee for each phone number you keep) is charged monthly instead, from the end of the period you already paid for. Your data is kept, your team can still sign in and view it, and your clients can still pay their invoices. You choose the day your plan comes back, up to 12 months ahead, and can come back sooner. Hold fees are not refundable, and a hold cannot be started while a payment is outstanding.
• Usage-based charges, such as text messages, calls, phone numbers or other metered features, are billed as described in the app when you turn the feature on.
• Prices do not include taxes. Applicable taxes are added to your invoice.
• For a copy of any invoice or receipt, contact [email protected].

3. Upgrades and downgrades

• Upgrades take effect immediately. We credit the unused time on your old plan against the rest of the period on the new one and charge the difference to your payment method on file straight away. If that payment does not go through, your plan does not change. Your renewal date does not move.
• Downgrades, including removing add-ons, take effect at your next renewal. We do not refund or credit the current period.
• Limits. You cannot move to a plan whose limits your Business is over, for example more users, locations or stored files than it allows. You reduce what you have to fit first; we never delete anything for you to make a plan change possible.
• Add-ons that depend on each other. Some add-ons need another (an AI receptionist needs a phone line, for example) and may not be sold with every plan. Cancelling an add-on also ends the add-ons that need it, after you confirm.

4. Cancelling

• The account owner or a user with billing permission can cancel at any time in the web app's billing settings. You can also email [email protected] from the account owner's email address.
• Cancellation takes effect at the end of the current billing period. You keep full access until then, and you are not charged again.
• You can undo a cancellation before the period ends. Your plan then continues as before.
• Deleting the mobile app, or a User deleting their own sign-in, does not cancel the Business's subscription.

5. Refunds

Monthly plans

Monthly fees are non-refundable. We do not refund or credit partial months, unused Users, or periods when the Service was not used.

Annual plans

• 30-day refund. If you cancel within 30 days of your Business's first annual payment, we refund that payment in full. This applies once per Business. It does not apply to later annual renewals.
• After that window, annual fees are non-refundable. Your plan stays active until the end of the paid year.

Always refunded

• Billing errors. If we charged you by mistake, for example twice, after you had cancelled, or the wrong amount, we refund the incorrect amount in full. Please tell us within 60 days of the charge.
• If we end the Service without cause. If we stop providing the Service to you for convenience, we refund prepaid fees for the unused part of your billing period.
• Unfixable defects. If a paid feature does not work materially as described and we cannot fix it, as set out in the Terms, we refund prepaid fees for the unused part of the affected Subscription.

Not refunded

• Usage-based charges once the usage has occurred, such as messages sent, call minutes and phone number fees for the current month.
• Fees for accounts suspended or terminated for breach of the Terms or the Acceptable Use Policy.
• Third-party fees, including Stripe payment processing fees, carrier registration fees and fees charged by integrations you connect.

Service credits

crewduo does not offer a service level agreement with automatic credits. If a significant outage affects your Business, contact us. We may offer a credit at our discretion.

6. How to request a refund

1. Email [email protected] from the account owner's or billing contact's email address, with the subject "Refund request".
2. Include your Business name, the invoice or charge date and amount, and the reason.
3. We reply within 5 business days. Approved refunds go back to the original payment method and usually appear within 5 to 10 business days, depending on your bank. Taxes charged on a refunded amount are refunded with it.

7. Chargebacks

Please contact us before disputing a charge with your bank; most billing questions can be resolved quickly. If a chargeback is filed, we may suspend the account while the dispute is open. If the charge is found to be valid, the account may stay suspended until the amount is paid.

8. Your data after cancellation

When your account closes, we keep your data for 30 days so you can change your mind or ask for a copy. After that we delete it, and backup copies are overwritten within a further 7 days. If you want your data deleted sooner, the account owner can email [email protected]. See Delete Your Account & Data.

9. Payments your clients make to you

When your clients pay your invoices through crewduo, by payment link, client portal or card reader, the payment goes to your Business's Stripe account. Doable Link is not the seller. Refunds to your clients are your Business's decision and responsibility, under your own refund policy. You can issue them from crewduo or your Stripe dashboard. Stripe's processing fees are governed by Stripe's pricing and are generally not returned when a payment is refunded. Clients who want a refund should contact the Business they paid.

10. App store purchases

The crewduo mobile apps are free and have no in-app purchases. Apple and Google do not bill for crewduo, so refunds cannot be requested through the App Store or Google Play. Use the process in section 6 instead.

11. Your rights

crewduo is sold to businesses. Nothing in this policy limits any right you have under a law that cannot be excluded by contract. We may update this policy as described in the Terms. Changes do not affect a refund you were already entitled to.