Billing & Payment FAQ

What payment methods do you accept?

Self-serve subscriptions are processed through Stripe using card payment methods.

• ✓ Credit cards (Visa, Mastercard, American Express, Discover)
• ✓ Debit cards with major card logos
• ✓ Other Stripe-supported card wallet options when shown at checkout

We never store your full card details. Enterprise invoice billing can be discussed separately with sales.

How do I update my payment method?

Dashboard -> Settings -> Plan & Billing -> Billing Portal. If the portal is unavailable for your account, contact billing support and we'll help update it through Stripe.

When will I be charged?

Free Trial: No charge for 14 days. Your card is only charged if you continue after the trial ends.

Monthly: Charged on the same day each month (subscription anniversary).

Annual: Charged upfront for the full year. Annual plans include the equivalent of two months free compared with monthly billing.

Where can I find my invoices?

Dashboard -> Settings -> Plan & Billing -> Billing Portal.

Stripe emails receipts and invoices to your account email address after each payment. The billing portal is the source of truth for downloadable invoice history.

Can I get a receipt for tax purposes?

Yes. Every invoice serves as an official receipt for tax purposes. It includes:

• Invoice number and date
• Your company information
• Itemized charges
• Payment method used

I need invoices addressed to my company, not my personal name

Update your billing information in the Stripe Billing Portal from Dashboard → Settings → Plan & Billing. Future invoices will use your updated information.

How do I upgrade my plan?

Dashboard → Settings → Plan & Billing → Upgrade Plan, or open the upgrade page from any in-app paywall.

Stripe shows the exact charge before you confirm. When a self-serve plan change is not available in-app, contact billing support and we'll handle it without changing your account data.

How do I downgrade my plan?

Use the Billing Portal or contact billing support to move to a lower plan.

Downgrades apply at the end of the current paid billing period unless Stripe shows a different timing before confirmation. There are no partial refunds for downgrades.

Can I pause my subscription instead of canceling?

There is no self-serve pause plan in V1. Canceling stops future renewal and keeps your data available for the 30-day retention window described below.

How do I cancel my subscription?

Dashboard → Settings → Plan & Billing → Billing Portal → Cancel Subscription.

Your subscription remains active until the end of the current billing period. After that, you lose access but your data is retained for 30 days in case you want to reactivate.

What is your refund policy?

Monthly plans: Monthly plans do not receive refunds for partial months. Canceling stops future billing but does not refund the current month.

Annual plans: Annual plans do not receive prorated refunds for partial annual terms. Canceling stops future renewal, and access continues through the paid annual term.

Free trial: Cancel anytime during the trial with no charge. No credit card required.

What happens to my data if I cancel?

Your data is retained for 30 days after cancellation. During this time, you can:

• Export all your data
• Reactivate your subscription and keep everything
• View estimates (read-only mode)

After 30 days, your data is permanently deleted unless you reactivate.

What happens if my payment fails?

If a payment fails, Stripe and FenceEstimatePro may:

1. Email the account owner about the failed payment
2. Retry the payment according to the Stripe retry schedule configured for the account
3. Ask you to update the payment method in the Billing Portal
4. Restrict paid features if the subscription remains past due or canceled

We do not delete your business data solely because a payment retry failed. Update your payment method to restore paid access.

Common reasons for failed payments

• Expired card
• Insufficient funds
• Card issuer declined the charge (fraud protection)
• Incorrect billing address
• Card number entered incorrectly

Contact your bank or update your payment method to resolve.

Do you charge sales tax?

Taxes may be added when required by law and when configured in Stripe for the relevant location. Stripe shows applicable tax before payment confirmation.

Can I get a tax exemption?

Yes. If your business qualifies for tax exemption (non-profit, reseller, etc.), email your tax exemption certificate to billing@fenceestimatepro.com. We'll review it and apply approved exemptions to future invoices where supported.

Perfect for solo operators who need fast, accurate estimates.

For contractors running a crew. Everything in Starter, plus job management.

For growing operations running multiple crews and high job volume.

For teams needing more than 10 users, custom onboarding, security review, SSO, SLA, custom terms, or high-volume usage.