Legal
Billing, Cancellation & Refund Policy
Last updated March 2026 · Effective April 15, 2026
Policy Summary: ICrewO offers monthly subscriptions only. Subscriptions are billed monthly in advance. Cancellations take effect at the end of the current billing cycle. No refunds are issued for any unused period. This policy applies to all ICrewO subscribers.
1. Subscription Model
| Item | Policy |
|---|---|
| Subscription Type | Monthly only. Annual subscriptions are not offered. |
| Billing Frequency | Monthly, in advance, on the same date each month (your subscription activation date) |
| Currency | United States Dollars (USD) |
| Payment Method | PayPal (recurring subscription). A valid PayPal account is required. |
| Trial Period | 14 days free for new accounts. No credit card required for the trial. |
| Trial to Paid | If no plan is selected by Day 14, account is locked. No charge is made during the free trial. |
| Plan Options | Starter (Free), Basic ($60), Super ($100), Gold ($130), Platinum ($200), Platinum Pro ($400) |
2. Billing Process
2.1 How Billing Works
- When you select a paid plan, you are redirected to PayPal to authorise a recurring monthly subscription
- Your first charge occurs immediately upon plan activation
- Subsequent charges occur monthly on the same calendar date (your billing date)
- A receipt is emailed to your registered email address after each successful charge
- All charges appear on your PayPal account as 'ICrewO — [Plan Name] Monthly Subscription'
2.2 Add-on Billing
Add-ons (AI Analysis, Floor Plan, Virtual Assistant, Additional Storage, Additional Users) are billed monthly alongside your base plan. Add-ons are activated immediately upon purchase and prorated to align with your existing billing date.
2.3 Plan Changes
| Change Type | When It Takes Effect |
|---|---|
| Upgrade to a higher plan | Immediately upon payment confirmation. You are charged the difference prorated to your current billing cycle, then full price on the next billing date. |
| Downgrade to a lower plan | At the start of your next billing cycle. You retain your current plan's features until the end of the current period. |
| Adding an add-on | Immediately. Prorated charge for the remainder of the current billing month. |
| Removing an add-on | At the end of the current billing cycle. |
3. Payment Failure Handling
If a scheduled payment fails, ICrewO takes the following steps:
| Day | Action | Detail |
|---|---|---|
| Day 0 | Payment Fails | Email notification sent immediately. No account change. |
| Day 0–7 | Grace Period | Account remains fully active. Retry your payment or update your PayPal payment method within 7 days. |
| Day 3 | Second Attempt | Automatic retry of the failed payment. |
| Day 5 | Final Warning | Email warning that account will be suspended in 48 hours if payment is not received. |
| Day 7 | Account Suspended | Account access suspended. Data is retained. Account can be reactivated by settling the outstanding balance. |
| Day 30 | Data at Risk Warning | Email warning that data will be permanently deleted on Day 30 post-suspension if account remains unpaid. |
| Day 30 | Permanent Deletion | All account data permanently deleted if subscription is not reactivated. |
4. Cancellation Policy
How to Cancel: To cancel your ICrewO subscription, go to Settings > Billing > Cancel Subscription within your account. Alternatively, email billing@iCrewO.com from your registered email address requesting cancellation.
What Happens When You Cancel:
Your subscription is marked for cancellation immediately
You retain full access to all features until 11:59 PM EST on the last day of your current billing cycle
No further charges will be made after the current billing period ends
You will receive a cancellation confirmation email
After Your Subscription Ends:
Days 1–30: Account is in read-only mode. You can log in and export your data but cannot create new records
Day 31: All account data is permanently and irrecoverably deleted
We strongly recommend exporting all leads, estimates, jobs, invoices, and reports before cancelling
Reactivation: You may reactivate your account within 30 days of cancellation by selecting a new plan. All your data will be restored.
5. Refund Policy
NO REFUNDS POLICY: ICrewO operates a strict no-refund policy on all subscription fees.
Subscription fees are non-refundable once a billing cycle has been charged
No pro-rated refunds are issued for cancellations mid-cycle
No refunds are issued for add-on features that are unused during a billing period
No refunds are issued if you downgrade your plan mid-cycle
No exceptions are made for forgetting to cancel before a renewal date
This Policy Is Standard Industry Practice: This no-refund policy is consistent with industry-standard SaaS field service management platforms, including Jobber, Housecall Pro, ServiceTitan, and FieldPulse.
5.1 Limited Exceptions (Sole Discretion of ICrewO)
ICrewO may, at its sole and absolute discretion, consider issuing a credit (not a cash refund) in the following exceptional circumstances only:
- Extended platform outage exceeding our SLA commitments (see Document 4, Section 3) — credit as per SLA terms only
- Demonstrable billing error by ICrewO (e.g., double-charge, wrong plan charged)
- Account was charged after a properly submitted cancellation request that was not processed by ICrewO within 1 business day
Refund requests under exceptional circumstances must be submitted within 7 days of the disputed charge. Contact billing@iCrewO.com with your account email, the date of charge, the amount, and the reason for the request. Credits will be applied to your next invoice; cash disbursements are not available.
5.2 Chargebacks and Disputes
If you believe a charge is incorrect, we strongly encourage you to contact support@iCrewO.com before initiating a chargeback through PayPal or your bank. Initiating an unjustified chargeback may result in:
- Immediate suspension of your ICrewO account
- Permanent ban from creating future ICrewO accounts
- Recovery proceedings for any funds reversed without valid cause
6. Billing Support Process
For all billing enquiries, follow the process below:
| Step | Action | Details |
|---|---|---|
| 1 | Self-Service Check | Log in to ICrewO > Settings > Billing to view your current plan, billing date, payment history, and receipts. Many billing questions can be resolved here without contacting support. |
| 2 | Email Billing Support | If self-service doesn't resolve your query, email support@iCrewO.com from your registered email address. Include: (a) your account email, (b) the billing date in question, (c) the charge amount, (d) a description of the issue. |
| 3 | Response Time | Billing queries are treated as P3 (Medium Priority). First response within 1 business day. Resolution within 3 business days for standard queries. |
| 4 | Escalation | If your billing issue is not resolved within 3 business days, reply to your ticket with 'BILLING ESCALATION' and it will be escalated to the Billing Manager within 4 hours. |
| 5 | PayPal Disputes | If you believe ICrewO has charged you in error and your billing team has not resolved it, you may raise a dispute through PayPal's Resolution Centre. ICrewO will respond to all PayPal disputes within 5 business days. |
7. Contact for Billing
| Query Type | Contact |
|---|---|
| General Billing Enquiries | support@iCrewO.com |
| Cancellation Requests | support@iCrewO.com |
| Refund / Credit Requests | support@iCrewO.com |
| Receipt Copies | support@iCrewO.com |
| PayPal Disputes | Via PayPal Resolution Centre + support@iCrewO.com |
| Account Suspension / Reactivation | support@iCrewO.com |
| General Support | support@iCrewO.com |