Refunds and cancellation

Monthly plans

• Every plan runs month to month. There is no lock in.
• You can cancel at any time with 30 days of notice.
• We keep the service running until your notice ends. You pay for those 30 days.
• We do not refund a month that has already been billed, in whole or in part.

Annual plans

• If you cancel an annual plan, we refund the whole months that have not started yet.
• Before we do, we re-price the months you have used at the monthly rate. The annual discount only applies to a full year.

Implementation fee

• The implementation fee is a one time fee. We agree it with you before work starts.
• If you cancel before work starts, we refund it in full.
• Once work starts, it is not refundable.

Usage and prepaid credit

• Every plan includes some usage each month. Included usage resets on the 1st and does not roll over.
• Usage beyond that is paid from credit you buy in advance.
• Prepaid credit does not expire while your account is active.
• We do not refund it while your account is in use.

Credit when an account closes

• Ask us within 30 days of closing and we refund your unused paid credit, minus payment processing fees.
• Free or promotional credit is never refunded.
• Nothing is refunded if we close your account because you broke our terms.
• If we stop providing the service, we always refund your unused paid credit.

If a payment fails

• We charge the monthly plan fee in advance, on the 1st of each month.
• If that payment fails, we try again on the 1st and on the 3rd.
• Each time it fails, we email the admins on your account.
• You can pay with another card or method, or by bank transfer.
• Until the fee is paid, we hold back that month’s included usage. Your account runs only on your prepaid credit.
• If your prepaid credit runs out, outbound calls and messages pause until you top up. Your agents keep answering people who contact you.

Payment disputes

• Please talk to us before you raise a dispute with your bank or card issuer.
• If you raise a chargeback on a valid charge, we may suspend your account.

How to cancel

• Email hello@tryintend.com from an admin address on your account.
• Tell us which workspace you want to cancel.
• We reply to confirm the date your service ends.

How refunds are paid

• A refund goes back to the way you paid.
• It usually reaches you within 5 to 7 working days.

Questions

Email us at hello@tryintend.com.