Read this before you buy, not after. SablePower's paid plans are paid by card, through Stripe, and every card payment can be refunded to the card it came from.
1. What you are buying
- A subscription to a paid plan and its extras (extra members, extra profiles), for a month, 3 months or a year, paid in advance. The prices are on the SablePower page.
- It renews by itself at the end of each period until it is cancelled. Each renewal is one payment for the next period.
- There is no free plan. Every plan starts with a free week instead, once per team and per team owner's email address: see below.
2. The free week
- The team owner starts it in the app by choosing a plan and a billing period, and gives a card on Stripe's page. Nothing is charged for 7 days.
- The app shows when the week ends and when the card is charged, and three days before, the team owner gets an email saying so, with the amount.
- Cancel any time before the week ends and you pay nothing. The plan runs to the end of the week, then the team has no plan.
- Not cancelled, the card is charged for the first month, quarter or year when the week ends, and the plan goes on as a paid plan. That first payment is a first payment like any other: the 14 days of section 4 count from it.
- A team that already had a free week, whose owner's address already had one, or that already paid by card, pays from the start.
3. How to cancel
- In SablePower: Account, Plan and billing, Manage billing. Stripe's billing page for your team opens in your browser.
- Cancel the plan there.
Only the team owner can do it. If you cannot get to the app, email us from the team owner's address and we cancel it for you.
- The plan stays until the end of the month, quarter or year you already paid for, and the app says Ends on that date. No further payment is taken. Cancelled in the free week, nothing is charged at all, and the plan stays until the end of the week.
- Then the team has no plan. Nothing is deleted. Every profile and every member stays, and can still be seen, edited, exported and deleted, but no profile opens until a plan is paid again.
- Changed your mind before that date? Renew on the same page and nothing stops.
4. When you get money back
- Within 14 days of your first payment. If the paid plan is not for you, email us within 14 days of the first payment for it (after a free week, the payment taken when it ended) and we refund that payment in full, and the team has no plan from then on. This covers the 14 days consumer law gives you in the EU and the UK, and we do not ask you to give that right up.
- We charged you wrongly. Charged twice, charged after the plan was cancelled, or charged an amount that was not the price: we refund the difference in full, whenever you tell us.
- Something genuinely went wrong on our side, such as the team server being down for a long time: email us. We may choose to make it right, with free time or a part refund.
A refund goes back to the card the payment came from, through Stripe. Your bank usually shows it within 5 to 10 working days.
5. When money does not come back
We would rather tell you these plainly than have you find out.
- The rest of a period, when you cancel. Cancelling stops the next payment. The period you already paid for is not refunded: the plan keeps working until its end.
- A renewal, once its period has started, apart from the cases in section 4.
- A smaller plan, or fewer extras. The days not used come off your next invoice as a credit. A credit is not paid out in money, also when the subscription ends.
- An account a site limited or closed. What a site does to an account is the site's decision, not a fault of SablePower.
6. Changing the plan
- In the free week: any change applies at once, and nothing is charged before the week ends. The card is then charged for the plan the team has.
- More than now (a bigger plan, more extras): the difference for the rest of the period you paid for is charged at once, and the change applies once it is paid. If the card is declined, nothing changes.
- Less than now: it starts at once, and the days not used come off your next invoice.
- Another billing period (monthly to yearly, or back): the new period starts that day, and what is left of the current one comes off its first payment.
7. A payment that does not go through
If a renewal fails, or the first payment when the free week ends, the plan stays as it is while Stripe tries the card again over the next days, for 21 days at most. The team owner gets an email about it. Use another card under Manage billing; the next try uses it. If the last try fails too, the team has no plan from the end of the time paid for, or after those 21 days. Nothing is deleted.
8. Disputing a payment with your bank
You can dispute a card payment with your bank. Email us first: we can usually sort it out faster than a bank. While a payment is disputed, the paid plan may be paused, and the team has no plan until the dispute is settled.
9. If we close your team
- If we close a team because it broke the Terms of service, for example their rules on what it may not be used for, the time left on its plan is not refunded.
- If we close a team for any other reason, or we stop offering SablePower, we refund the part of the period that was paid for and not used.
10. Contact
[email protected], from the team owner's address if you can, with the date and the amount of the payment, or the invoice number from Manage billing.