Cancellation and refund policy

1.What this covers

This policy is part of the Terms of service, sections 3, 4 and 4A. It covers Scale Suite plans, extra users and Pro seats, Market exhibitor plans and monthly add ons, and the founding member year. Domains follow the Domains terms, and Pay fees follow the Pay terms.

Scale Suite is for businesses. We still follow the California Automatic Renewal Law (Business and Professions Code sections 17600 to 17606) and the federal Restore Online Shoppers' Confidence Act (15 U.S.C. 8403) for every customer.

2.Before you buy

Before you confirm a plan, the screen shows, next to the button:

• the plan and what it includes
• the price you will pay each month after any discount, and the list price
• that it renews automatically every month until you cancel
• the length of any free trial and the date of the first charge
• how to cancel

You agree to automatic renewal with its own checkbox, which starts unchecked and is separate from agreeing to the Terms. Nothing is charged without it. Our server checks that what you saw included the exact price, that the plan renews until you cancel, and where to cancel. Right after, we send a confirmation with these terms and how to cancel, in a form you can keep. [Reminder and confirmation emails are queued but not sent during the preview.]

We keep a record of your consent, with the exact text you saw, for at least 3 years, or 1 year after your plan ends if that is longer.

3.Free trial

A new business gets a 30 day free trial. We ask for a card to start it, and nothing is charged during the trial. We email you 3 days before the trial ends. If you do not cancel before it ends, your card is charged the monthly price you were shown, and then every month until you cancel.

4.Founder reservations and founders pricing

A founder reservation is free. There is no card, and nothing is charged. Reserving is not a subscription and never renews.

It holds founders pricing, 20% off list price, for a plan you start between January 1 and January 31, 2027. If you start a plan, it is a monthly subscription that renews every month until you cancel. You see the exact price and agree to the renewal terms before anything is charged.

Cancel a reservation online any time, with the link shown after you send it or in Settings, Plan and billing. No call needed.

Once you have founders pricing, you get 20% off the list price on each Scale bill, for your plan, extra users and Pro seats, while your account stays open and paid. It stays when you change plans or add people. For example, Pro is $47.20 a month and Team is $95.20 a month with founders pricing.

It ends if you close your account, or if a payment is still unpaid after the 14 day grace period, and it does not come back. [Decision for Cameron: does cancelling a plan without closing the account end founders pricing? The Terms say it lasts while the account stays open and paid.] It is a discount on the list price, not a price freeze. It does not apply to Pay, Market, template or domain fees.

5.Founding member year (pre-order)

A founding member year is a one time payment for the first 12 months of one plan. Today it is offered for Team, for up to 5 users, at $699. [Founding year prices for Suite and Pro: not set, and not offered until they are.] It is shared by link and not sold on the main page.

Before you pay, the page shows these terms next to the button, and you agree with an unchecked box for them, separate from agreeing to the Terms and Privacy policy:

• Price: $699 today, one time, for 12 months of Team for up to 5 users.
• Billing: billed once. This is not a subscription.
• Renewal: it does not renew automatically, and we do not charge you again when the 12 months end. About 30 days before your year ends we remind you and ask whether you want to continue. If you then start a plan, it is $95.20 a month with founders pricing and renews every month until you cancel, and you agree to that separately at that time.
• Start: your 12 months start the day you activate your Scale Suite account, on or after January 1, 2027.
• Refunds: full refund for any reason before Scale Suite goes live, and for 30 days after you activate your account. If Scale Suite does not go live by March 31, 2027, we refund you in full unless you tell us you want to keep waiting.
• Cancel: cancel online any time with the cancel link shown after you pay, or in Settings, Plan and billing. No call or email needed. Before go live, and for 30 days after you activate, cancelling refunds you in full.

We keep a record of the exact terms you saw and when you agreed. Refunds go back to the card you paid with. [Decision for Cameron: keep pre-order payments available until refunds can no longer be asked for.] In the preview, checkout uses Stripe test mode and no real card is charged.

6.Cancel online, any time

Go to Settings, Plan and billing, and choose Cancel plan. It works online at any time. No call, chat or email is needed.

Before you confirm, you see what happens: when your access ends and that you can export everything. If we show an offer to stay, a button to finish cancelling is shown right next to it, just as clearly. We confirm the cancellation on screen and by email.

Cancelling stops future charges. You keep access until the end of the period you already paid for, or the end of your trial. After that, your data is kept for 30 days so you can restart your plan or restore it, then a scheduled job deletes it, as the Data retention page describes.

7.Reminders and price changes

Once a year, we remind you of your plan, what it costs, how often you are charged and how to cancel, by email.

If the price of your plan changes, we tell you at least 7 days and no more than 30 days before the new price applies, with how to cancel. Any change to a price shows every option you have, including staying on your current plan if that is offered.

8.Refunds

• Charges already made for a plan are not refunded, including for part of a month, unless the law requires it or we charged you by mistake.
• Upgrades start right away and are prorated for the rest of the month. On a downgrade, the unused amount becomes a credit on your next bill.
• If we stop offering Scale Suite, we refund any amount you prepaid for time after it ends.
• Founding member year: see section 5.
• Market bid credits are refunded if the buyer never opens your bid within 72 hours.
• Pay fees are not refunded when you refund or a buyer disputes a payment.
• Domain fees are not refundable once a registration or renewal is submitted.

To ask for a refund, use Help and support or email legal@scalembs.com.

9.Failed payments

If a payment fails, we retry in 3 days and email you. Your apps keep working for 14 days after the payment was due. After that, we may pause paid features until the bill is paid.

10.Contact

Questions about this page: legal@scalembs.com, or by mail to Scale Modern Business Solutions LLC, 2415 San Ramon Valley Blvd, Suite 4, San Ramon, CA 94583.