# Subscription & Billing Terms

> These terms apply when a company subscribes to a paid hellojade plan. They are part of the [Terms of Service](/terms) between **Uplevel Digital Services, LLC** and your company, and they are accepted for the company by its owner or an admin when the company turns on Subscriptions.

## 1. Plans and prices {#plans}

Your company chooses its plans, add-ons and quantities in **Subscriptions** in the app. The price of each is the one shown when it is chosen, in US dollars. Subscriptions on hellojade.ai are real: they are charged to your company's payment method through our payment processor, Stripe. The only exceptions are company accounts that we set up ourselves to test the Service, which are never charged.

## 2. Monthly billing and automatic renewal {#renewal}

Every plan is billed **monthly, in advance**. A new subscription is charged when your company subscribes, and that day becomes its monthly billing date. **Each subscription renews automatically every month** for another month, and your company authorizes us, through Stripe, to charge the card or bank account on file on each billing date until the subscription ends as section 4 describes. Each subscription keeps the prices shown when its plans and add-ons were chosen; section 7 says how a price can change.

## 3. Payment methods {#methods}

Your company pays by card or by US bank account (ACH direct debit), entered in a form that Stripe serves directly; the full number goes to Stripe and never reaches our servers. A bank account may need to be verified before it can be charged. Your company must keep a valid payment method on file and is responsible for any fees its bank charges. Stripe's own terms also apply to the payment.

## 4. Canceling: 30 days' written notice {#cancel}

To cancel a subscription, your company must give us **at least 30 days' written notice**. Written notice means the cancel option in Subscriptions, or an email from the account owner, an admin or the billing contact on file to [ar@hellojade.ai](mailto:ar@hellojade.ai). After we receive the notice, your company completes the **current billing cycle and the next full billing cycle**: both are charged as usual, services stay active through them, and they end at the end of that next billing cycle. For example, notice given on March 10 for a subscription billed on the 1st means April is the last cycle, services end on April 30, and the April charge is the last one. Because every billing cycle is a month, this always gives at least 30 days. Until a canceled subscription ends, your company can keep it instead, in Subscriptions; nothing extra is charged for keeping it.

## 5. Changing a subscription; pausing {#changes}

**Adding** a plan or add-on to an existing subscription, or raising a quantity, starts at the next billing date: nothing is charged before then, and from that date it is charged at its full monthly price. **Removing** a plan or add-on, or lowering a quantity, takes effect at the next billing date; the current billing cycle is charged in full. Where Subscriptions offers a pause, your company can pause billing for up to 90 days: no invoices are charged for the pause, services stay on, and billing resumes on the date chosen. A subscription that is set to end cannot be paused, and a pause is not a cancellation.

## 6. No refunds, no proration {#refunds}

**All fees are non-refundable, and none are prorated.** That includes a month or part of a month in which a subscription is canceled, downgraded or not used, and a plan or add-on removed or added partway through a month. Where the law requires a refund, we will give it, and nothing in these terms limits a right the law gives your company that cannot be waived.

## 7. Price changes {#price-changes}

A subscription's prices do not change on their own: each plan and add-on keeps the price it had when it was chosen. Prices for new subscriptions may change at any time, as shown in Subscriptions. We will change the price of an existing subscription only by telling the billing contact by email **at least 30 days** before the new price applies, and it applies from the first billing date after that notice period. If your company does not accept the new price, it may cancel under section 4.

## 8. Failed payments {#failed}

If a payment fails, Stripe retries it and we email the billing contact so the payment method can be fixed. While a payment is being retried, services stay on. If it still cannot be collected, we **stop the paid parts of the Service** until the balance is paid. Your company's data is not deleted because of an unpaid balance while it can still be paid; if an account stays unpaid, we may close it under the [Terms of Service](/terms#termination), and its data is then kept and deleted as section 5 of the Terms of Service describes.

## 9. Invoices, receipts and disputes {#invoices}

Invoices are available in Subscriptions, where an open invoice can also be paid, and we email a receipt to the billing contact for each payment. If your company believes a charge is wrong, tell us at [ar@hellojade.ai](mailto:ar@hellojade.ai) within 60 days of the invoice and we will look into it; please contact us before disputing a charge with your bank.

## 10. Taxes {#taxes}

We do not currently add sales tax or any other tax to invoices: the price shown, and the amount on the invoice, is the whole amount we charge. If we start collecting tax, we will tell the billing contact by email before the first invoice that includes it, and from then on tax will be added on top of the price and shown separately on the invoice. Whether or not we collect it, your company is responsible for any sales, use or similar taxes that apply to its purchases, other than taxes on our income.

## 11. Free trial {#trial}

Where setup offers it, a new company can start **one free trial of 5 days**, with no card required. During the trial your company uses the plan it picked; nothing is charged, and nothing can be charged when the trial ends, because no payment method is taken. We email the person who started the trial two days before it ends and when it ends. When it ends without a plan, the company's account becomes **read-only**: people can still sign in and see everything, but cannot send, create or change anything until someone chooses a plan in Subscriptions. Choosing a plan during or after the trial starts a subscription under these terms, charged when it is chosen. A company that has already had a trial or a subscription is not offered another trial.

## Contact {#contact}

Uplevel Digital Services, LLC, Naperville, Illinois, United States. Billing questions and cancellations: [ar@hellojade.ai](mailto:ar@hellojade.ai) · [(888) 667-5418](tel:+18886675418).