All charges are non-refundable. That covers subscription fees, seats and wallet reloads. We refund our own billing mistakes, and prepaid fees if we close your account when you have done nothing wrong. The free trial exists so you can test the product before any money moves.
1. What this policy covers
This policy applies to every charge 2587689 Alberta Ltd., operating as Five at a Time, makes to your card. It is part of our Terms of Service (section 5) and reads together with our Acceptable Use Policy. Five at a Time is sold to businesses, not to consumers.
There are three kinds of charge:
- The subscription: $150 a seat a month, billed monthly in advance, in US dollars.
- Seats you add during a month.
- Wallet reloads: $50 at a time, charged automatically when your team has used its included minutes and the wallet runs low.
2. The trial is free, and then it charges
- 2.1. Nothing is charged during the trial. You save a card before your first call.
- 2.2. The trial ends after 10 conversations or 24 hours from your first call, whichever comes first.
- 2.3. When the trial ends, your subscription starts by itself and we charge the saved card for the first month. To avoid the charge, cancel before the trial ends.
- 2.4. A first-month charge that followed a trial you did not cancel is a valid charge and is not refunded.
3. What is not refunded
We do not refund, in whole or in part:
- a subscription month once it has been charged, including the first one;
- the rest of a month after you cancel;
- included minutes you did not use (they do not carry over either);
- money left in your wallet;
- seats you paid for and did not fill;
- a renewal you meant to cancel and did not;
- time when calling was ramped, paced, paused or held under section 8 of the Terms, or when a carrier labelled or blocked a number;
- anything remaining when we close an account for breaking the Terms or the Acceptable Use Policy (Acceptable Use Policy, section 6).
4. The exceptions
- 4.1. Our billing errors. If we charged you the wrong amount, or charged you for something you did not buy, we refund the difference.
- 4.2. Duplicate charges. If the same charge went through twice, we refund the duplicate once we have verified it.
- 4.3. We close your account without cause. If we end your account for a reason other than the ones in section 13.2 of the Terms, we refund the prorated unused part of any fees you prepaid.
- 4.4. The law. Nothing here takes away a refund or remedy that applicable law gives you and does not let you waive.
5. Cancelling
- 5.1. Cancel in the app, or by emailing abhi@paperkites.co from the address on the account.
- 5.2. Cancelling stops the next charge. It takes effect at the end of the month you have paid for: you keep access and your minutes until then.
- 5.3. There is no cancellation fee and no notice period.
- 5.4. After your account closes you have 30 days to ask for a copy of your leads and call records (Terms, section 13.3).
6. Asking for a refund under section 4
Email abhi@paperkites.co from the address on the account with the date and amount of the charge and what went wrong. Approved refunds go back to the card that was charged, in US dollars. Your bank decides how long that takes to show, usually five to ten business days.
7. Disputing a charge with your bank
Please write to us first. Most billing problems are fixed faster by email than by a dispute. If you do dispute a charge with your card issuer, calling on your account is paused while the dispute is open, and we send the issuer your account’s records, including your acceptance of the Terms and this policy.
8. Changes
If this policy changes in a way that matters, we give at least 30 days’ notice by email or in the app, the same as for the Terms.