Money, and getting it back

01The trial

Opening an account is free and asks for no card. The desk prices properties for nothing, forever, and always has. The trial is a separate decision.

Starting the trial puts a card on file and gives you fourteen days of the plan you chose, in full — not a reduced version of it. Nothing is charged during those fourteen days.

On day fifteen, one of two things happens, and which one is entirely up to you:

• If you have not cancelled, the card is charged for the first month or year of the plan you picked. That is what the trial is for — it turns into the subscription unless you stop it.
• If you cancelled at any point in the fourteen days, nothing is charged. Not a partial amount, not a fee. Cancelling takes two clicks in the account panel and you keep the trial to its last day.

And if the charge does happen and you did not want it, section 4 still applies: thirty days, money back, no reason needed. You are not stuck with it either way.

Nothing is deleted, ever. Every property, comp and note you built during the trial stays exactly where it is whether you subscribe or not. An account that ends the trial without subscribing becomes a free account — the paid features close, the desk keeps pricing properties for free.

You get one trial per person. Opening a second account to get another fourteen days is the kind of thing we would rather you just emailed us about — if you need longer to decide, ask, and you will usually get it.

02How billing works

When you are charged

The first charge happens when you subscribe, and then on the same date each month or each year until you cancel. Annual plans are billed twelve months at a time and cost two months less than paying monthly.

What you are charged

The price shown on the plans page at the moment you subscribe. Sales tax and VAT are added on top where the law requires it, calculated from the address you give at checkout, and shown before you confirm.

Who handles it

Stripe. Your card details go from your browser to Stripe and never touch our servers — we see the last four digits, the brand and whether it worked. Receipts are emailed automatically and every past invoice is downloadable from the account panel.

What it says on your statement

The charge comes from StormRiver Real Estate LLC, a Georgia limited liability company trading as Negotiation Inc, and that is the name your bank will show. It is worth knowing before you see it: a line item you do not recognise is the commonest reason somebody disputes a charge they actually meant to make, and a dispute costs us both more than an email would have.

Changing plans

• Upgrading takes effect immediately. You are charged a pro-rated amount for the rest of the current period, so you never pay twice for the same days.
• Downgrading takes effect at the end of the period you have already paid for — you keep the higher plan until then rather than losing days you bought.

03Cancelling

Open the account panel, press cancel, confirm. That is the whole process, and it is deliberately the same number of clicks as subscribing.

• You keep everything you are paying for until the end of the current period. Cancelling on day 3 of a month does not end your month on day 3.
• After that the account becomes a free account. It is not closed, and your properties are not deleted.
• You can resubscribe whenever you like and pick up where you left off.

04Refunds

The policy in full, so you can check your own case against it:

Refunds go back to the card that paid, and take five to ten business days to appear depending on your bank. Ask at support@negotiationinc.com with the email on the account — that is the only detail needed.

Where this policy has an edge

The thirty days are counted from the first payment, not from each renewal, and the fourteen-day trial is the reason. Between them you get six weeks to find out whether the software is worth it before any of your money is at risk, which is a longer look than the category gives you — and it is why the answer after that is usually no.

We also reserve the right to refuse a refund where an account has been used to abuse the service or has already been refunded once. In practice this has never had to mean anything, and if you write to us with a reasonable case you will usually get a reasonable answer.

If you live somewhere whose consumer law gives you a stronger cancellation right than this — a statutory cooling-off period, for example — that right wins, and nothing here limits it.

05When a payment fails

Cards expire and banks decline things. Nothing dramatic happens:

1. We email you the moment a payment fails, saying what to do.
2. Stripe retries three times over about fourteen days.
3. If it still has not gone through, the account drops to the free desk.

Your data is not deleted for non-payment. Ever. Update the card whenever you can and everything unlocks again. There is no reactivation fee and no penalty.

06The price rise, and why yours is not going up

Any price change is emailed to affected subscribers at least 30 days before it takes effect, with the date it applies and a link to cancel. We will not change a price quietly and rely on you not reading a bank statement.

07The Office plan

The Office is priced per workspace at $249 a month. It adds bulk underwriting, buy-box rules, four properties side by side in the comparison, your branding on every packet and letter, and three times Underwriter's monthly lookups.

The person who pays controls the workspace, and the work in it belongs to the business that paid for it.

08Before you call your bank

A chargeback costs us the payment plus a fee, takes months to resolve, and usually gets an account suspended automatically while the dispute runs — which means the fastest way to lose access to your sheets is to dispute a charge instead of asking for a refund.

Email support@negotiationinc.com first. If the refund table above says you are owed money, you will have it without a dispute. If it says you are not, you will get a straight explanation of why rather than silence.

09Getting hold of us