Billing & refunds.

Subscriptions, billing and cancellation

Each agency has one subscription, billed by Stacklumen 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, and the one subscription covers every product.

• 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 card on file is charged for the next period, until it is cancelled.
• Before any purchase or plan change, Billing states the renewal and asks you to agree to these terms and the billing and refunds policy. Stripe's checkout asks again on a first purchase.
• To cancel, an owner of one of the agency's workspaces chooses Cancel plan, or the Free plan, in Billing, or cancels in Payment method and invoices. You do not need to contact us or give a reason.
• Cancellation takes effect at the end of the period you have already paid for. You keep access until then, and the remainder of the period is not refunded. The billing and refunds policy says when we do refund.
• 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, not refunded. Moving to Free is a cancellation and takes effect at the end of the period.
• 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.
• 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. Nothing is deleted.
• Prices may change. Any change is announced before it applies to you, and never applies to a period you have already paid for.

During the public alpha, billing is not switched on: plans are not sold and nothing is charged. We will give notice before billing is switched on, and you will see the price and choose before anything is charged.

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.

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.

The products are in public alpha, and billing is not switched on yet: everything is free until it is, and the trial is not offered. We will give notice before billing is switched on, and you will see the price and choose before anything is charged.

• 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. Creating additional agencies or workspaces to obtain further trials is not permitted.

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 — we do not withdraw a period you have paid for — and the subscription does not renew after it.

Refunds

Because cancellation runs to the end of the paid period, there is normally nothing to refund, and a change to a smaller plan is credited to your next invoice rather than refunded. We do refund in these cases:

• You were charged in error, or charged twice.
• You were charged after a cancellation had taken effect.
• A fault on our side made the product substantially unusable for a period you paid for.

Write to support@stacklumen.com within 30 days of the charge and tell us what happened. Where a refund is not clearly owed we will still look at it on its merits.

The 14-day Agency trial exists so you can find out whether the products suit your agency before paying anything at all. No card is required to start it, and nothing is charged when it ends unless you have chosen a plan.

Your statutory rights

Nothing here removes rights you have under consumer law where you live. If local law gives you a stronger right to cancel or to a refund, that law applies.