Billing & Refund Policy

Last updated: 8 November 2026 · Version 2.4

Summary

• Subscriptions are invoiced monthly in advance, per location, in USD or local currency.
• There is no revenue share and no per-transaction surcharge.
• Monthly subscriptions are not refunded for part-months already billed, except where the law requires it.
• Annual prepayments cancelled early are refunded for unexpired full months, less the prepayment discount applied.
• Implementation fees are refundable only where we fail to deliver the agreed scope.
• Approved refunds are returned to the original payment method within 10 business days.

1. How billing works

Beeper Software Solutions invoices subscription fees monthly in advance, on the first working day of each month. Invoices are payable within seven days. Each invoice states the billing period, the licensed locations, user counts, any add-ons and the applicable taxes.

Accepted payment methods are card, bank transfer and direct debit. Where a card is used, the charge appears on your statement as Beeper Software Solutions. We do not accept cash and we do not collect card details through our website.

2. Monthly subscriptions

Monthly subscriptions run from the first day of the billing period and renew automatically unless cancelled in accordance with section 7. Fees for a billing period already commenced are not refunded, reduced or credited because you stopped using the service or reduced your footprint part-way through the month.

If a downstream service outage prevents material use of the platform for more than 48 consecutive hours, you may request a pro-rata credit for the affected days. Credits are applied to the next invoice.

3. Annual prepayment

Where twelve months are paid in advance, the subscription line is invoiced at the rate of ten months. If you terminate an annual subscription before its expiry:

• the refund is calculated on the unexpired full months remaining after the notice period;
• the refund is based on the discounted rate actually paid, not the list monthly rate;
• implementation and professional services already delivered are not refundable;
• any unpaid invoices for services already supplied become immediately due.

4. Implementation fees

Implementation, migration, hardware staging and training are one-time professional services. They are quoted in writing with a defined scope and invoiced as stated on the order form — typically 50% on signature and 50% at go-live.

• If you cancel before work begins — the deposit is refunded in full, less any documented third-party costs already committed on your instruction.
• If you cancel during delivery — work completed to date is chargeable at the rates in the statement of work, and any unearned portion of the deposit is refunded.
• If we fail to deliver the agreed scope — the unearned portion is refunded, or the work is completed at no additional charge, at your election.

5. Add-ons and usage

Add-ons such as extra user packs, the Intelligence add-on and private tenancy are billed monthly from the date they are enabled, prorated for the first month. Disabling an add-on takes effect at the end of the current billing period; there is no partial-month refund.

Fixed-scope integration work is invoiced against milestones and is not refundable once the milestone deliverable has been accepted.

6. Pilots and trial periods

Some deployments begin with a paid pilot, typically 30 or 60 days, at a reduced rate stated in the order form. Where a pilot is agreed:

• the pilot fee covers the stated number of locations and the stated scope only;
• if you continue into a full subscription, pilot fees credited against the first invoice as set out in writing;
• if you do not continue, no further fees are due, and your data is deleted 30 days after the pilot ends.

Where a free evaluation is offered, no charge is raised and no refund question arises. We do not ask for card details to start an evaluation.

7. Cancelling

Cancellation must be given in writing by an authorised contact, by email to [email protected], and is acknowledged by us within two business days. Notice periods:

• Monthly subscriptions — 30 days' notice, effective at the end of the following billing period.
• Annual subscriptions — 60 days' notice before the renewal date.
• Enterprise agreements — as stated in the order form.

During the notice period the service continues in full and your data remains exportable. There is no early termination fee on monthly subscriptions.

8. Refunds

Refunds are issued in the following circumstances:

• Duplicate or incorrect charges — refunded in full on verification.
• Charges after a valid cancellation — refunded in full where notice was correctly given and acknowledged.
• Service not delivered — where we are unable to provide a materially functioning service and cannot remedy it within 30 days, prepaid fees for the affected period are refunded.
• Annual cancellation — unexpired full months, calculated as described in section 3.
• Statutory entitlement — where consumer protection law in your jurisdiction provides a cancellation or refund right that applies to your purchase.

Refunds are not issued for:

• part-months already billed where notice was given late;
• fees for locations, users or add-ons that remained enabled at your request;
• professional services already delivered and accepted;
• losses caused by third-party payment providers, hardware or connectivity outside our control;
• subscriptions suspended for breach of the acceptable use terms before the breach was remedied.

9. Refund method and timing

Refunds are returned to the original payment method wherever possible. Where that is not possible — for example, an expired card or a closed account — we will refund by bank transfer to an account in the same legal name as the payer, subject to verification.

We process approved refunds within five business days of approval. Your bank or card issuer may take a further five to ten business days to post the credit. Refunds are issued in the original currency; we do not reimburse exchange-rate differences or bank charges levied by your institution.

10. Duplicate and failed charges

If you believe you have been charged twice, or charged after cancelling, write to [email protected] with the invoice number, date and amount. We acknowledge billing queries within two business days and resolve them within ten.

Where a card payment fails, we retry twice over five business days and notify the billing contact. Access continues during that window. If payment remains outstanding after 30 days, we may suspend access following written notice and a further 10-day remedy period.

11. Disputed charges

We ask that you contact us before raising a chargeback with your card issuer or bank. Most billing issues are caused by a renewal that was not cancelled in time, or by a change of card, and are resolved the same day. Where a chargeback is raised, we will provide the signed order form, invoice history and communication record to the acquirer.

Accounts with an open chargeback may have new orders and add-ons paused until the dispute is resolved, while the existing subscription continues unless suspended under the terms of service.

12. Taxes

Fees are exclusive of value added tax and any other applicable taxes. Tax is added where required by law and is shown as a separate line on the invoice. If you are entitled to a reverse-charge treatment, provide your tax registration details at the time of ordering and we will reflect them on the invoice. Tax amounts are refunded alongside the fee to which they relate.

13. Statutory rights

Nothing in this policy limits rights you may have under mandatory consumer protection law in your jurisdiction. This policy is intended for business customers; if you contracted as a consumer and local law grants a cooling-off period, that period applies and any cancellation within it is refunded in full, less any services expressly requested and delivered before cancellation.

14. Contact billing

Please quote your account name and invoice number so we can locate the record without delay. Billing correspondence is retained in line with our Privacy Policy.