Billing & Subscription Terms

Refund & Subscription Policy

Effective Date: August 29, 2026•Last Updated: August 29, 2026

Strict B2B Digital Service Policy

Crewmark provides immediate access to cloud infrastructure, automated dispatching, and secure photo proof storage upon subscription activation. All subscription fees, plan renewals, and usage-based seat overage charges are strictly NON-REFUNDABLE once processed.

1. Non-Refundable Digital Subscriptions

Due to the immediate provisioning of platform features, automated dispatch tools, and private photo proof cloud storage, we do not issue refunds, cash credits, or fee adjustments for:

  • Partial billing periods or unused days remaining in a subscription cycle.
  • Unused member seat allocations or un-inspected shifts.
  • Failure to cancel a recurring subscription prior to the automatic renewal date.
  • Account suspensions resulting from violations of our Terms of Service.

2. Subscription Cycles & Paddle Merchant of Record

All payment transactions, tax calculations, and billing receipts are managed by our Merchant of Record, Paddle.com.

  • 14-Day Free Scale Trial: New Organizations receive full access to Scale / Pro features for 14 days without entering credit card details. Unconverted trials transition to a locked read-only status.
  • Monthly & Annual Billing: Subscriptions auto-renew every 30 days (Monthly) or 365 days (Annual). Annual subscriptions include a 20% discount on monthly pricing.

3. Plan Upgrades, Downgrades & Proration

  • Plan Upgrades (e.g., Starter → Growth → Scale): Take effect immediately. Paddle calculates the prorated difference for the remainder of the current billing cycle and charges the difference upon checkout. Advanced features unlock instantly.
  • Plan Downgrades: Take effect at the end of the current paid billing period. Your Organization retains full higher-tier features through the end of the paid cycle.

4. Active Seat Overages & 7-Day Grace Period

Subscription tiers enforce seat limits based on the number of active team accounts:

  • Starter Plan: Up to 5 Active Seats (1 Owner).
  • Growth Plan: Up to 15 Active Seats (1 Manager + Supervisors).
  • Scale Plan: Up to 35 Active Seats (5 Managers + Dedicated Supervisors).
  • Enterprise Plan: Unlimited Seats.
The 7-Day Grace Window Guarantee

When active team members exceed your plan limit, an automated Overage Alert is issued. You receive a 7-Day Grace Window to upgrade your plan tier or deactivate inactive accounts. Unadjusted seat overages remaining after 7 calendar days will be automatically billed on your next invoice via Paddle and are strictly non-refundable.

5. Self-Service Cancellation Process

Account Owners may cancel subscriptions at any time directly within the Dashboard:

  1. Log in to your Organization Dashboard as an Account Owner.
  2. Navigate to Settings → Billing & Seats.
  3. Click Cancel Subscription and confirm cancellation in the Paddle billing overlay.

Upon cancellation, your subscription remains operational through the end of the paid billing period. No further automatic charges will occur.

6. Dispute Resolution & Merchant Support

Prior to filing a payment dispute or chargeback with your credit card issuer, you agree to contact our support team at support@getcrewmark.com to review usage logs and resolve invoice questions. Verified calculation errors will be credited promptly.