This Refund Policy describes how Northvane LLC, doing business as ServiceTracked, handles refunds for subscriptions to our software-as-a-service platform.
1. Free Forever and Paid Plans
ServiceTracked does not use a free trial. The Free Forever plan lets you evaluate the product at no cost, with no payment method on file, for as long as you like.
Paid plans (Starter, Solo, Team, Business):
- A valid payment method is required; you are billed when you subscribe or upgrade
- Your plan renews automatically each billing period until you cancel
- Cancel anytime via the Stripe Customer Portal or by contacting support@servicetracked.com
- Annual plans include a 30-day money-back guarantee (see Section 3)
Cancelling stops future renewals. How your refund is handled depends on where you subscribed (see Sections 1.1 to 1.3), and then on your billing cycle (Sections 2 to 4).
1.1 Web (servicetracked.com, billed by Stripe)
Subscriptions purchased on the web are billed by Stripe, and ServiceTracked handles refunds for them directly under this policy (Sections 2 through 4).
1.2 Apple App Store (iOS)
If you subscribe through the Apple App Store, Apple processes your payment and Apple handles all refunds under the Apple Media Services Terms and Conditions. ServiceTracked cannot issue or approve refunds for App Store purchases. Request an Apple refund at reportaproblem.apple.com (Report a Problem) or from Settings on your Apple device.
1.3 Google Play (Android)
If you subscribe through Google Play, Google processes your payment and Google handles all refunds under the Google Play terms. ServiceTracked cannot issue or approve refunds for Google Play purchases. Request a Google refund through the Google Play Store app or Google Play Help.
2. Monthly Subscription Refunds (Web / Stripe)
Monthly subscriptions purchased on the web can be canceled at any time. Cancellation stops future renewals, and you keep access until the end of the current billing period.
- Cancel anytime; there is no refund for the current month
- Your subscription continues until the end of the current billing period
- You retain access until that date
- If you were charged because of a billing error, contact support@servicetracked.com and we will make it right
3. Annual Subscription Refunds (Web / Stripe)
Annual subscriptions purchased on the web include a 30-day money-back guarantee, no questions asked.
Within 30 days of your first annual charge: Request a full refund by email, or cancel in the Stripe Customer Portal. We refund the annual payment in full, and your subscription ends when the refund is issued.
After 30 days: The annual term is non-refundable. You can cancel anytime to stop the next renewal, and you keep access until the end of the year you paid for.
4. Founding Provider Annual Refunds
The Founding Provider plan (Solo at $199 USD per year, US and USD only) is an annual plan and follows the same 30-day money-back guarantee described in Section 3: a full refund within 30 days of the charge, and no refund after 30 days (cancel anytime to stop the next renewal).
Founding status is a lifetime benefit. Your founding status stays with your account: it persists through subscription changes and cancellation, and is removed only if you delete your account. Refunding a founding payment does not, by itself, remove your founding status.
5. How to Request a Refund
Option 1: Stripe Customer Portal (Recommended)
- Log into your ServiceTracked account
- Navigate to Settings - Subscription
- Click "Manage Subscription"
- Click "Cancel subscription" (cancellation triggers refund per eligibility)
For a simple cancellation, this is sufficient. For a paid subscription refund, follow up with Option 2.
Option 2: Contact Support
Email support@servicetracked.com with:
- Subject: "Refund Request - [Your Account Email]"
- Account email
- Subscription tier and billing cycle (e.g., "Solo Monthly")
- Date of original purchase
- Reason for refund (helpful but not required)
- Specific request: full refund or pro-rated
We will respond within 1-2 business days with the refund processing status.
6. Refund Processing Timeline
Once approved:
- Stripe processing: Stripe initiates refund within 1-3 business days
- Bank credit: Funds appear on your bank/credit card statement within 5-10 business days
- Total elapsed: Typically 5-10 business days from approval
If you do not see the refund within 14 business days, contact support@servicetracked.com.
7. Exceptional Circumstances
7.1 Service Outages
If ServiceTracked has a major outage affecting your business operations (defined as: more than 24 hours of complete service unavailability), you may request a pro-rated credit or refund for affected days.
7.2 Tier Misclassification
If you discover you were billed at the wrong tier, we will adjust billing and refund the difference upon verification.
7.3 Account Deactivation by Us
If we suspend or terminate your account due to:
- Violation of these Terms (your fault): no refund obligation
- Misclassification of acceptable use (our fault): full refund
- ServiceTracked business closure: full refund of remaining subscription period
7.4 Disability or Hardship
In cases of extreme financial hardship, medical emergencies, or other unforeseen circumstances, contact support@servicetracked.com. We may offer additional flexibility on a case-by-case basis.
8. What is Not Refundable
- Used subscription time: The portion of your subscription you have already used
- Tier-specific fees: One-time setup fees for custom integrations (Enterprise tier)
- Reactivation fees: If you cancel and want to come back at non-founding rates
- Chargebacks initiated through your bank: These bypass our refund process. Chargebacks may trigger account suspension and additional fees from your bank.
9. Disputed Charges
If you believe you were charged incorrectly:
- Contact us first: Email support@servicetracked.com within 30 days of the charge. We resolve most disputes faster than chargebacks.
- Do not initiate a chargeback before contacting us: Chargebacks bypass our refund process and may delay resolution. They also trigger Stripe fees ($15-50 per dispute) which you may be responsible for under our Acceptable Use Policy.
- Provide documentation: Include your account email, charge details, and a description of why you believe the charge was incorrect.
We will investigate within 5-7 business days and provide a written response.
10. Founding Provider Specific Information
The Founding Provider plan (Solo at $199 USD per year, US and USD only, limited availability) has a few specifics:
- No refund for "founding rate regret": If you signed up at the founding rate and later decide you do not want it, we cannot refund the difference between what you paid and what you would pay at non-founding rates.
- Founding status is lifetime: Your founding status is tied to your account and persists through subscription changes and cancellation. It is removed only if you delete your account. If founding availability has closed to new customers, that does not affect your existing founding status.
11. Multi-Currency Refunds
If your subscription is in a non-USD currency:
- Refunds are processed in the original currency
- Exchange rate fluctuations between purchase and refund may result in slightly different amounts in your home currency
- We use Stripe's market exchange rates at the time of refund
- We cannot guarantee identical USD equivalents if exchange rates change significantly
12. Tax Refunds
When subscriptions are refunded, applicable taxes are also refunded:
- Sales tax / VAT / GST charged at the time of purchase will be refunded
- Tax refunds follow the same timeline as the main refund
- Tax authorities may eventually credit your account separately
If you have specific tax questions, contact your local tax authority or consult a tax professional.
13. Refund Policy Changes
We may update this Refund Policy from time to time. Material changes that adversely affect your refund rights will be announced at least 60 days in advance.
Changes do not retroactively affect previous purchases. Your subscription is governed by the Refund Policy in effect at the time of your purchase.
14. Contact
- Email: support@servicetracked.com
- Subject line: "Refund Request - [Your Account Email]"
- Response time: Within 1-2 business days
15. Customer Rights Beyond This Policy
This Refund Policy describes our standard practices. Some jurisdictions provide additional consumer rights:
- EU/EEA Cooling-Off Period: EU consumers have a 14-day right of withdrawal from the date of subscription contract, regardless of usage. Cancel within 14 days for a full refund.
- Other Jurisdictions: Consumer protection laws in your jurisdiction may grant additional rights. We will honor any rights granted under applicable local law.
If your local law conflicts with this policy, the more favorable terms apply to you.
16. Acknowledgment
By using ServiceTracked, you acknowledge that you have read and understood this Refund Policy.
This Refund Policy is effective as of the date shown above.
Operated by Northvane LLC, doing business as ServiceTracked.