How we charge for Standby, how to cancel, and when we refund. Our terms of service are the agreement; this page says the same things in one place.

Plans and seats

• Standby is priced per seat, per month. Current prices are on our pricing page.
• A seat is any member or admin in your workspace who isn't disabled, including people who've been invited but haven't signed in yet. Disabled accounts aren't billed. People can be added at any time; you're never stopped from adding someone because of your plan, and added seats are billed as set out under Payment.
• Team and Business plans bill for at least 5 seats.
• You can pay monthly, or yearly upfront for the price of ten months.
• Paging is never metered. Phone calls are placed through your own Amazon Connect instance and appear on your AWS bill.

Free trial

• A new workspace gets a 30-day trial of the Business plan, with no card needed.
• The trial starts when your Standby stack first sends queue figures, not when you sign up, so a security review or installation doesn't use it up.
• We remind workspace admins before it ends. If no plan has been chosen, alerting and paging carry on for 7 more days with configuration read-only, and then the workspace is paused. We tell admins before paging stops.

Payment

• Payment is by card, processed by Stripe. We never see or store full card numbers. If you subscribe through AWS Marketplace instead, payment, invoices, renewal and cancellation follow the Marketplace offer and AWS's billing terms.
• Subscriptions renew automatically at the end of each month or year until canceled.
• Adding seats is charged pro rata for the rest of the billing period. Removing seats takes effect at your next renewal.
• Moving up from Team to Business takes effect straight away, charged pro rata. Moving down takes effect at your next renewal.
• Prices don't include taxes, which are added where required. Receipts and invoices are emailed to your billing contact.

If a payment fails

We'll tell your billing contact and workspace admins, and allow 14 days to update the card. From day 14 we may make configuration read-only. If the balance is still unpaid, we may pause paging, but no earlier than day 28 after the failed payment, and only after telling workspace admins in advance when paging will stop, because a missed page could do far more harm than an unpaid invoice. We can't promise continued paging during an unrelated outage or an urgent security suspension.

Canceling

• You can cancel at any time. Cancellation takes effect at the end of the billing period you've paid for, and Standby keeps working until then.
• Your workspace is deleted 30 days after your subscription ends and the Standby stack has been removed. Removing the stack while you're subscribed only disconnects it; it doesn't cancel your subscription. If your subscription ends while the stack is still installed, the workspace is paused and kept until the stack is removed. If you come back within the 30 days, your setup is still there.
• Some records last longer — the audit trail, recovery copies and records the law requires — as our privacy policy sets out.

Refunds

• Monthly plans: no refunds, including for the rest of the month in which you cancel.
• Yearly plans: if you cancel within 14 days of the first yearly charge, we refund that charge in full. After 14 days, no refunds; the plan runs to the end of the year you've paid for.
• Removing seats or moving down a plan doesn't produce a refund; it lowers your next renewal.
• Where the law gives you a right to a refund, that right applies regardless of this page.

Questions and disputes

If a charge looks wrong, email hello@contact-iq.com before disputing it with your bank; we'll answer within two business days. Charges appear on statements from Contact-IQ.

Contact

hello@contact-iq.com
Contact Innovations Group LLC, 6545 Market Ave. North, Suite 100, North Canton, OH 44721, USA