Pricing and Billing Terms

These Pricing and Billing Terms are part of our Terms of Service. They cover fees for the Platform’s paid applications, Cloud Services, and hardware. Managed IT Services are billed under your Service Agreement, which governs if it differs from these terms. Leased hardware is also governed by the lease agreement you accept at checkout.

• Prices are in US dollars and do not include taxes.
• Current prices are shown on our pricing page, at checkout, or in a quote or Service Agreement. The price that applies to an Order is the one shown when you place it, or the one in your signed quote.
• Custom Cloud Services builds, some add-ons, and some Managed IT Services are priced by quote.
• We bill a fixed monthly price for each subscription. We do not bill by usage. Changes in quantity, such as adding users, seats, memory, or storage, change the monthly price only after you request them.

The Client Hub is free for organizations of up to 250 members. Some applications have a free plan with stated limits, such as NovaTrack Starter. We may change what free plans include, and will give notice before removing a feature you use.

• Paid subscriptions are billed monthly in advance and renew automatically each month until canceled.
• Your billing date is the date your subscription started, unless we agree otherwise.

• Upgrades and increases (a higher plan, more seats, more users, more memory or storage) take effect when applied. We charge the difference for the rest of your current billing period, prorated by day.
• Downgrades to a lower or free plan take effect at the end of your current billing period. You keep what you paid for until then.
• Records over a lower plan’s limits are never deleted when you downgrade. They become read-only until you are back within the limits or upgrade again.
• Cloud Services changes are requested in the Platform, which shows the new monthly price before you submit. We review each request, and it is billed only once we apply it. The prorated difference for the current period is invoiced when the change is applied.

• Self-serve applications are charged automatically to the payment method on file.
• Cloud Services and Managed IT Services are invoiced. Invoices are due [payment terms].
• Hardware purchases are paid at checkout. Large orders may be reviewed first and invoiced instead: currently orders over $25,000, or over $5,000 for organizations less than 30 days old.
• Billing is handled by Chargebee, and payments are processed by Stripe. We do not store full card numbers.
• A setup or onboarding fee, where one applies, is charged on the first invoice and is shown in your quote.

• If an automatic payment fails, we will retry it and let you know.
• If an invoice or failed payment remains unpaid [number of days after its due date], we may suspend paid features or services after giving you notice, until the balance is paid.
• [late fees or interest, or none]

We charge sales and similar taxes where the law requires them, based on your billing address. If your organization is tax-exempt, send us your exemption certificate and we will apply it to future invoices.

• Self-serve applications: cancel at any time in the Platform. Cancellation takes effect at the end of the current billing period, and you keep access until then.
• Cloud Services: ask us to cancel by emailing support@servernova.net. Cancellation takes effect at the end of the current billing period. [when the server and its data are deleted afterwards]
• Managed IT Services: as stated in your Service Agreement. [minimum term and notice period]

[refund and credit policy for subscriptions, to be decided]

• Cancellation. You can cancel a hardware order until it is paid. After that, contact support@servernova.net, and we will cancel and refund it if processing has not started.
• Returns. [return window and conditions, to be decided]
• Warranty. Hardware is covered by the manufacturer’s warranty. Warranty dates shown in the Platform are estimates.
• Delivery. Delivery times shown are estimates.
• Order limits. To prevent fraud, we may limit how many devices, orders, or leases an organization can place, and may review an order before accepting it.