Refund and Cancellation Policy

1. Trial

A company's first subscription starts with a 30-day free trial. Here a company means your dispatch office, which may dispatch for several carrier companies. To start the trial, you choose a plan and a number of seats and enter a card on Stripe's secure page. Before you confirm, the page shows the plan, the seats, the exact amount of the first charge (after any founding discount), its date, and that the subscription renews monthly or yearly until you cancel.

• Each company gets one trial, for as many seats as it chooses.
• We confirm the trial by email when it starts. On days 23 and 28 we remind your company's managers and the person who set up the subscription, in Telegram where it is linked and by email when email notices are enabled, of the amount, the date of the charge and how to cancel.
• The trial ends exactly 30 days after it starts, at the time shown when you start it, and the first payment is charged then. It covers the first month (or year) for the seats you chose, plus any tax that applies. Cancel any time before then and nothing is charged.
• For companies in the pilot program, the trial counts from the day we email your company the new prices, not from the day a card is added. Until day 14 after that email, access continues without a card. If no card has been added by day 14, access is suspended until one is added; the company's data is kept.

2. How subscriptions are billed

Subscriptions are paid in advance, monthly or yearly (a year costs 10 monthly payments), at the price shown when the trial starts, until a price change takes effect under section 3 or the founding discount ends. Prices are in US dollars and exclude taxes that may apply where you are located. Payments are processed by Stripe; we never see or store your full card number. Every payment comes with a receipt that carries a link to cancel. Seats you add are charged at once, prorated for the rest of the current period. Seats you remove, and a move to a smaller plan or from yearly to monthly billing, take effect at the end of the period you paid for and change the payments after it; the current period is not refunded in part.

Where a founding discount applies, it lasts 12 months from the start of the subscription. The free trial counts toward that period, so on monthly billing the discount covers the first 11 paid months. After that the plan's list price applies, and we email you at least 30 days before it does.

If your first payment fails, we retry it for 7 days and you keep access meanwhile. If it is still unpaid, the subscription is suspended: access to Relay Assist is paused, and you can still sign in to pay; the company's data is kept. If a later renewal payment fails, you keep access with a reminder, and the subscription is suspended if it is still unpaid after 30 days.

3. Renewal

A subscription renews for the same term until you cancel it. 15 to 30 days before a yearly subscription renews, we email you the amount, the date and how to cancel. A price change applies to your subscription only from the next term, and we tell you about it at least 30 days ahead.

4. Cancellation

You can cancel at any time in one step, with no phone call and no reason required: in Settings → Subscription (Manage card and invoices), through the link in any receipt, in one message to the Relay Assist Telegram bot, or by email. If you cancel during the trial, nothing is charged and access ends when the trial would have ended. If you cancel a paid subscription, it ends at the end of the paid period and access continues until then. We confirm the cancellation in writing.

5. Refunds

• If the service was unavailable for more than 24 consecutive hours through our fault, we refund the affected time pro rata or extend the subscription by that time, at your choice.
• If you cancel a yearly subscription within 14 days of the first payment, we refund it in full.
• If a charge was made in error, for example after a confirmed cancellation, we refund it in full.
• Otherwise a paid period is not refunded in part, unless applicable law requires it. Consumer rights granted by mandatory law are not limited by this policy.

Refunds are paid the way you paid us, or another way we agree with you, within 10 business days of confirmation. Please contact us before disputing a charge with your bank: we refund billing errors in full.

6. How to request a refund

Contact us through any channel below with your organization name and the payment date. We reply within 3 business days.