How you pay, and when we refund

Prices and currencies

Each plan's price is shown on the plans and pricing page, monthly and annually, in US dollars, Indian rupees, UAE dirhams or euros; you choose the currency there or on the top bar, and you are invoiced in it. The annual price is ten months' price: two months free. Prices exclude any tax that applies, which is added where the law requires it. A price change never affects a period already paid for, and organisation administrators are told at least 30 days before a higher price applies to their next payment.

How to pay

• By card. Card payments are taken by Stripe on its own secure page. We never see or store your card number. The plan starts as soon as Stripe confirms the payment.
• By bank transfer. Choosing bank transfer raises an invoice with our bank details and a payment reference, due within 7 days. The plan starts when the money reaches us and we confirm it. Bank charges on your side are yours; quote the invoice number so the payment can be matched.
• No automatic renewal. Subscriptions never renew on their own and we never charge a card without you choosing to pay. Paying before a period ends adds the new period to the end of the current one, so no time is lost.
• Unpaid invoices. An invoice that is not paid simply lapses: if you choose a plan again, the earlier unpaid invoice is replaced by the new one. Nothing is owed on an invoice that was never paid.
• Invoices. Every invoice, paid or open, is on your Plan and billing page, showing the plan, the period, any coupon discount and the total.

Plan allowances and changing plan

• People. Each plan allows a number of people in the organisation, shown on the pricing page. People already on the team stay if a plan allows fewer; no one new can be added until the team is within the limit.
• Projects. A plan may include a number of new projects a month (Professional: five). The allowance is counted from the first of each calendar month and renews on the first of the next; deleting a project does not give the allowance back. Enterprise has no project limit.
• Changing plan. Choose the new plan on Plan and billing and pay for it. The new plan applies as soon as it is paid, and the period paid for is added to the end of the one already running, so no paid time is lost. Moving to a cheaper plan never gives a refund for time already paid for.

Discount coupons

From time to time we issue discount codes. When you choose a plan, enter the code in the coupon box.

• A coupon takes a percentage or a fixed amount off one invoice: the one raised when it is entered. It does not carry on to later payments unless a new code is issued for them.
• A coupon may be limited to certain plans, to monthly or annual billing, to dates, to a number of uses in total, and to one use per organisation. If a code cannot be used, the reason is shown before anything is charged.
• A fixed-amount coupon is converted into the currency of the invoice. A discount never takes an invoice below zero; a coupon that covers the full price starts the plan at once with nothing to pay.
• One coupon per invoice. Coupons have no cash value, cannot be exchanged or transferred, and cannot be applied to an invoice already paid.
• A coupon counts as used when its invoice is paid. We may withdraw a code that has not yet been used, or one obtained or used against these rules.
• Where a discounted payment is refunded, the refund is the amount actually paid, and the coupon is not reissued.

The free trial

The trial costs nothing and takes no payment details, so there is nothing to refund.

Refunds

Your first payment for a plan: 14 days

If you ask within 14 days of your organisation's first payment for a paid plan, we refund it in full. You do not have to give a reason. Access stops when the refund is made.

Renewals and later payments

A payment for a further month or year is not refundable once that period has started, and cancelling part-way through does not give a refund for the time left. Access continues to the end of the period you paid for. Because subscriptions never renew automatically, you are only charged when you choose to pay.

When something went wrong on our side

• Charged twice, or the wrong amount. We refund the difference in full, whenever you tell us.
• Paid but not activated. If you paid and we could not provide the plan, we refund the payment in full.
• A long outage. If the service is unavailable for more than 72 hours in a row through our fault, we add the lost days to your paid period, or refund them on request.

When no refund is given

• Moving to a cheaper plan: the change applies from your next payment.
• An organisation suspended or closed for breaking the Terms of Use.
• Time not used within a paid period, except as above.

How to ask

The organisation's administrator asks through Help and issues in the tool, or by email to [email protected], quoting the invoice number. We reply within five working days.

Card refunds go back to the card through Stripe and usually appear within 5 to 10 working days. Bank-transfer refunds are paid to the account the payment came from; we cover our bank's charges.

Your legal rights

This policy adds to, and does not take away, any right to a refund that the law gives you where you are. The service is intended for businesses; where consumer law nonetheless applies, it prevails.