Billing FAQ's

Any admin user can go to the My Account section and choose the option Close Account at any time.

Since payment is in advance, no further bills will be issued.

If you cancel, all account usage will be disabled, except that any admin user may log in during the first 6 months after canceling. They will have only two options: reactivate the account or permanently delete all system data. To permanently delete the data, a 7-day notice is required, and all admins will be notified of this deletion in advance. This delay is to help avoid erroneous deletion of data. Regular users will not be allowed to log in and will be directed to contact an admin user. All of your data is normally kept for 6 months and then permanently deleted unless you manually delete it earlier or we delete it, this latter would usually be for the purposes of compliance with data protection regulations. Data deletion is permanent, so we recommend that you download your data before account cancellation.

Anyone with export permissions can create an export listing all improvements in the system (excluding some details such as attachments such as notes and photos). PDFs can also be created of any individual improvement containing all notes, photos and signoff information.

You will be billed in advance and monthly or yearly starting on the same day you activate your system from a trial to a paid account. For example, if you are paying yearly and convert on the 3rd of November, your first bill will be on the 3rd November and your second on the 3rd November the following year.

You will be billed for the amount of active users on your account at the time of billing. Archived users do not count once their account has been archived continuously for 7 days. Deleted users do not count at all. The type of user (admin, manager, regular) does not make a difference to the total number of active users.

Your billing tier will change. Before you are able to create (or reactivate) the user that will change a billing tier, the admin user involved will get an on screen warning of the new billing level. All admin users will also receive a warning by email: if the user creation was in error then admin users should contact support immediately.

There are two main differences: first, archived users still have their personal details (name, email address, mobile number etc) recorded in the system whereas deleted users have no details. In reports, "Deleted User" replaces the name of the user. Second, you can reactivate an archived user at any time whereas you cannot reactivate a deleted user and will have to create a new one. If you are concerned about removing personal data for data protection reasons then you might want to delete a user.

If you change to a higher tier then you will be charged pro rata to the end of your current billing year. If you change to a lower tier then you will be billed at the lower tier rate on your next billing date.

If you change to a higher tier then you will only be charged at a higher rate from your next bill.