This Refund Policy describes how Northvane LLC, doing business as ServiceTracked, handles refunds for subscriptions to our software-as-a-service platform.
1. Free Trial Refunds
All new subscriptions (Solo, Team, Business) begin with a 10-day free trial.
During the trial period:
- No charges to your payment method
- Cancel anytime via the Stripe Customer Portal or by contacting support@servicetracked.com
- No refund needed since no payment was made
After the trial ends (Day 11+):
- Your subscription automatically converts to paid status
- Your payment method is charged the subscription amount
- Trial-to-paid conversions cannot be reversed if you do not cancel before the trial ends
To avoid being charged, cancel before the trial expires.
2. Monthly Subscription Refunds
For monthly subscriptions:
Within 14 days of first paid charge:
- Full refund available upon request
- Email support@servicetracked.com with your account email
- Refund processed within 5-7 business days
- Your subscription is canceled effective immediately
After the 14-day window:
- No refund for the current month
- Cancel anytime to avoid future charges
- Your subscription continues until the end of the current billing period
- You retain access until that date
3. Annual Subscription Refunds
For annual subscriptions:
Within 14 days of first paid charge: Full refund available upon request.
Days 15-364:
- Pro-rated refund for unused months
- Calculation: (Subscription amount / 12) x (Unused months) - $20 processing fee
- Example: $499 annual subscription, canceled at month 4: ((499/12) x 8) - 20 = $312.67 refund
- Refund processed within 7-10 business days
After 365 days:
- No refund for the current annual period
- Cancel anytime to avoid future renewals
4. Founding Provider Annual Refunds
The Founding Provider Annual tier ($199 USD/year, lifetime locked) has the same refund mechanics as standard annual subscriptions:
- 14-day full refund window
- Days 15-364: pro-rated refund minus $20 processing fee
- After 365 days: no refund for current year
Important: Once you cancel a Founding Provider Annual subscription, you cannot rejoin at the founding rate. Future subscriptions will be at the then-current standard pricing. Consider this carefully before requesting a refund.
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 trial cancellations, this is sufficient. For paid subscription refunds, 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 Annual tier ($199 USD/year) is a unique offering. Some important refund considerations:
- 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.
- Cancellation forfeits founding rate: If you cancel and want to come back at founding rates, you cannot. The 100-spot cap is closed once we sell 100 founding annual subscriptions.
- Lifetime guarantee: The founding rate is locked for as long as your subscription remains active. Cancellation breaks this guarantee.
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.