What this page is for
Stripe asks every business that takes a subscription payment to say plainly what happens if the customer wants to stop, or wants money back. This is that statement, and it is written the way we would answer the question on the phone.
Cancelling costs nothing and takes a minute
Open the billing portal from the account screen in the application and cancel there. It is Stripe's own page, so the button that cancels is the thing that actually cancels rather than a message to us about it. There is no notice period, no cancellation fee, no form, and nobody rings you up to talk you out of it. The owner account is the one that can open it, because a portal link can also read every invoice the business has ever had.
After that date the account goes read only rather than being closed. You can still sign in, read your history, and print or export a statement. What stops is posting new collections. Nothing is deleted, and subscribing again picks up exactly where you left off, on the day the payment lands rather than whenever something next runs.
Refunds
REFUND WINDOW AND TERMS: DECIDE AND STATE THE POLICY HERE. THERE IS NO REFUND RULE IN THE SOFTWARE OR ANYWHERE ELSE ON THIS SITE TODAY, SO NOTHING HAS BEEN INVENTED FOR THIS PARAGRAPH. A CUSTOMER READING THIS PAGE BEFORE IT IS FILLED IN SHOULD WRITE AND ASK.
That blank is the whole of what is undecided, and it is worth being exact about what has to go in it: how many days after a payment a refund can be asked for, and whether what comes back is the whole charge or the unused part of the period. Nothing in the product enforces either number, nothing on the price page quotes one, and no code anywhere reverses a charge. A refund today is a person doing it in Stripe, which means a policy here is a promise to be kept by hand rather than a rule already running.
Until it is settled: if you have paid for something and it is not what you understood you were buying, write to support@hyperspacemediagroup.com, say what happened, and we will sort it out with you. We would rather refund somebody than argue with him.
Things we would refund without being asked twice
These are not a policy with conditions attached, they are the situations where keeping the money would be indefensible.
- You were charged after you cancelled.
- You were charged twice for the same period.
- You bought a plan that cannot do the thing you bought it for, and nobody told you before you paid.
- The hosted service was unavailable for long enough that you could not work the route.
Before you buy, so a refund is not the conversation
We would much rather you knew first. Send us one export file out of your existing system and we will re-settle every collection in it with the engine that ships and send you back a report showing what it reproduces to the cent and what it does not. That is free, it is your own numbers rather than a demo, and it answers the question a trial would answer without anybody's card being charged. The offer is on the front page.
If you are not sure which plan you want, write and describe the operation: how many of you there are, and whether anybody works a route out of a van. Those two answers pick the plan, because those two things are the only differences between the plans.
Tax on a refund
No tax is added to any invoice today, because we hold no sales tax registration anywhere and Stripe adds nothing where there is nothing to collect. So a refund today is the amount that was charged and there is no tax line in it to argue about.
If that changes, and it changes the day a registration exists somewhere, tax is calculated by Stripe from the billing address you gave and a refund reverses it the same way it was added. You would see the tax on the checkout page before entering a card, and you would see it come back with the refund.
Chargebacks
If you think a charge is wrong, please write to us before going to your bank. A chargeback costs us a fee and costs you the account while it is investigated, and in every case we have imagined it would have been faster to send an email. We will answer.
Self-hosting
The self-hosted licence is sold by the year, and the checkout refuses to sell it monthly rather than quietly turning a monthly click into a year. Cancelling it means it is not renewed at the end of that year, and the software keeps running on your own hardware until then. What REFUND WINDOW AND TERMS: DECIDE AND STATE THE POLICY HERE means for a three and a half thousand dollar annual licence needs to be settled at the same time as the paragraph above, and it is the harder half of it: a window that is generous on nineteen dollars a month is a different decision at this price.