What is GrowSurf's Payment and Refund Policy?
Subscription
GrowSurf is a self-service software subscription-based platform. We provide various plan options to choose from and you may proceed with a particular subscription plan that is suitable for your needs. For full details on our current pricing plans, please see our pricing page. Your chosen plan is billed on an annual basis, in the duration and amount based on the particular subscription plan chosen by you. You explicitly agree to pay the fees for the subscription plan opted by you through the GrowSurf platform and you authorize GrowSurf to charge the payment method you have on file in your account settings page.
Credit cards are processed via our third-party payment provider: Stripe. GrowSurf does not store any sensitive payment information and is not liable for any unauthorized use, fraud, payment refunds, lost amount, etc.
Transferring Account Ownership
GrowSurf account ownership is tied to the email address associated with the account administrator. Only the account administrator is able to initiate cancellations, access billing details, or facilitate changes to account ownership.
If the entity to whom you would like to transfer account ownership is already a Team Member on your account, then they will need to log into their account to modify their existing email address in the account settings page to any value other than their email address (e.g, [email protected]). Then click the Save Changes button and follow the instructions below.
To transfer account ownership, please perform the following steps:
- Go to your settings page and scroll to the Account section
- Enter the Email address, First and Last Name, and Company details for the entity or person to whom you would like to transfer ownership and click the Save Changes button.
- Enter your password to confirm and continue.
- The account ownership transfer is complete.
It is the responsibility of the account administrator to transfer account ownership prior to departure from an organization. GrowSurf is not liable for incurred transactions as a result of failure to comply with the aforementioned transfer of account ownership procedure. Except in the case of extreme circumstances, such as death, GrowSurf cannot perform account transfers on behalf of an account administrator.
Customer-initiated Cancellations
You may upgrade or downgrade your plan at any time in your GrowSurf account page. When you cancel your subscription, the cancellation will occur at the end of the current invoice period (e.g., your next billing date) and you may continue to access the system with all current plan subscription features enabled until the cancellation becomes effective.
To cancel your paid plan, please perform the following steps:
- Go to your settings page and scroll to the Plan and Usage section
- Click the Change button
- At the bottom of the popup window, click on the Downgrade to our Free Plan link
If you are downgrading to the Free Plan and would like to prevent further charges from recurring, please ensure that you remove all methods of payment or ensure that Enable auto-upgrade is disabled from your settings page.
GrowSurf is not liable for incurred transactions as a result of failure to comply with the aforementioned procedure.
Refunds
If you would like to request a refund, you must reach out to GrowSurf support through email support or live chat no later than thirty days from the last date of payment. GrowSurf will not process any refund requests for transactions that are older than thirty days.
We attempt to process and complete refund requests within 24 hours from the time of receiving the refund request, however, in case there is a delay in refund beyond the period of 72 hours, then you may notify us via email at [email protected]. The refund process may include a follow-up email that will require you to provide pertinent information so that we can process your request.
Once a refund is processed, it may take up to 5-10 business days for your bank statement to accurately reflect the refund.
Delinquent payments
We may terminate your GrowSurf account and subscription if the membership is not paid for in a timely manner. We use a third-party service provider, ProfitWell, to provide notices of delinquent payments. We provide a grace period and will send formal notices via email about your delinquent account status before automatically canceling your GrowSurf account.