billing-policies

TeamFlow Billing Policies & Procedures

Pricing Plans & Features

Basic Plan - $9/user/month

**Billed monthly or annually ($90/user/year, save 17%)**

**Features Included**:

• Up to 10 team members
• 5GB storage per team
• Core project management (tasks, boards, basic reporting)
• Email support (24-hour response)
• Mobile apps (iOS/Android)
• API access (1,000 requests/hour)
• Basic integrations (Google Calendar, basic file imports)

**Usage Limits**:

• Maximum 1,000 tasks per workspace
• 50MB maximum file upload size
• Email support only

Pro Plan - $19/user/month

**Billed monthly or annually ($190/user/year, save 17%)**

**Features Included**:

• Up to 100 team members
• 100GB storage per team
• Advanced project management (Gantt charts, custom fields, advanced reporting)
• Priority support (8-hour response, chat support)
• Advanced integrations (Slack, GitHub, Jira, Salesforce)
• API access (10,000 requests/hour)
• Custom workflows and automation
• Time tracking and invoicing
• Advanced security (2FA, audit logs)

**Usage Limits**:

• Maximum 10,000 tasks per workspace
• 100MB maximum file upload size
• Priority support queue

Enterprise Plan - $39/user/month

**Billed annually only ($468/user/year), minimum 25 users**

**Features Included**:

• Unlimited team members
• 1TB storage per team
• Enterprise security (SSO, SAML, advanced compliance)
• Dedicated customer success manager
• Phone support (4-hour response SLA)
• Unlimited API access
• Custom integrations and white-labeling
• Advanced admin controls
• On-premises deployment option (additional cost)
• 99.95% uptime SLA

**Usage Limits**:

• Unlimited tasks and projects
• 500MB maximum file upload size
• Dedicated support team

Billing Cycles & Payment Processing

Billing Dates

• **Monthly Plans**: Charged on the same day each month as initial subscription
• **Annual Plans**: Charged once per year on subscription anniversary
• **Billing Time**: All charges processed at 12:00 AM UTC
• **Failed Payment Retries**: Automatic retries on days 3, 7, and 14

Accepted Payment Methods

• **Credit Cards**: Visa, MasterCard, American Express, Discover
• **Debit Cards**: Visa and MasterCard debit cards
• **Enterprise Options**: Wire transfer, ACH (US only), annual invoicing
• **International**: PayPal for international customers
• **Cryptocurrency**: Not currently accepted

Prorated Billing

• **Plan Upgrades**: Immediate access, prorated charge for remaining billing period
• **Plan Downgrades**: Takes effect at next billing cycle, no immediate refund
• **Adding Users**: Prorated charge for new users based on remaining billing period
• **Removing Users**: Credit applied to next invoice

Refund Policy

Refund Eligibility

Full Refunds (100%)

• **New Subscriptions**: Within 30 days of first payment
• **Service Outages**: If SLA uptime guarantees are not met
• **Billing Errors**: Duplicate charges, incorrect amounts
• **Technical Issues**: If service is unusable and cannot be resolved within 48 hours

Partial Refunds

• **Plan Downgrades**: Credit for unused portion (Enterprise to Pro/Basic)
• **Early Cancellation**: Pro-rated refund for annual plans (minimum 90 days required)
• **User Reduction**: Credit applied to next billing cycle

No Refunds

• **Basic Plan**: No refunds for monthly Basic plans after 30 days
• **Temporary Outages**: Outages under 4 hours (within SLA)
• **User Error**: Data deletion, misconfiguration, or user training issues
• **Third-party Integration Issues**: Problems with Slack, GitHub, etc.

Refund Processing Time

• **Credit Cards**: 5-10 business days
• **PayPal**: 24-48 hours
• **Wire Transfer/ACH**: 10-15 business days

Common Billing Scenarios

1. Plan Upgrades

Basic to Pro Upgrade

• **Timing**: Immediate access to Pro features
• **Billing**: Prorated charge for Pro plan, credit for unused Basic time
• **Example**: 15 days into Basic monthly cycle → charged $14.50 for remaining Pro time

Pro to Enterprise Upgrade

• **Requirements**: Minimum 25 users, annual billing only
• **Process**: Requires sales team approval for custom Enterprise features
• **Migration**: Dedicated success manager assists with transition

2. Plan Downgrades

Pro to Basic Downgrade

• **Timing**: Takes effect at next billing cycle
• **Data Retention**: 90-day grace period for Pro-only data (advanced reports, etc.)
• **User Limits**: Must reduce team size to 10 users or less before downgrade

Enterprise to Pro Downgrade

• **Notice Period**: 60-day notice required
• **Custom Features**: Loss of SSO, dedicated support, custom integrations
• **Partial Refund**: Available for remaining months of annual contract

3. User Management

Adding Users

• **Process**: Admin adds users in account settings
• **Billing**: Prorated charge for remaining billing period
• **Automatic**: Charges appear on next invoice with detailed breakdown

Removing Users

• **Deactivation**: Admin can deactivate users immediately
• **Billing Impact**: Credit applied to next billing cycle
• **Data Retention**: User data retained for 30 days in case of reactivation

4. Payment Failures

First Failed Payment

• **Action**: Automatic retry in 3 days
• **User Impact**: No service interruption
• **Notification**: Email sent to account admin

Second Failed Payment (Day 7)

• **Action**: Second automatic retry
• **User Impact**: Warning banner in app
• **Notification**: Email and in-app notification

Third Failed Payment (Day 14)

• **Action**: Final automatic retry
• **User Impact**: Account enters "Past Due" status
• **Features**: Read-only access, limited functionality

Account Suspension (Day 21)

• **Action**: Account suspended if payment still fails
• **User Impact**: Complete loss of access
• **Data Retention**: 30-day grace period before data deletion

5. Currency & International Billing

Supported Currencies

• **Primary**: USD (US Dollar)
• **Additional**: EUR