Refund & Cancellation Policy
Effective date: August 19, 2026 Last updated: August 19, 2026 Applies to: All Underway subscriptions (Underway was formerly known as Billiard CRM — same service, same company) Operated by: Golden West Games, Lakewood, WA
This policy is part of your agreement with us under the Terms of Service. We wrote it to be readable. If anything here is unclear, email info@itsunderway.com and we'll give you a straight answer.
1. Plans and Billing
Underway is offered on these plans, billed monthly or annually (annual = 2 months free):
| Plan | Monthly | Annual |
|---|---|---|
| Solo | $24.99 / month | $249.90 / year |
| Store | $49.99 / month | $499.90 / year |
| Multi-store | $99.99 / month | $999.90 / year |
| Enterprise / White-label | Contact us | Contact us |
Your billing period starts when your free trial converts (or when you first subscribe) and renews on the same day each month or year. Billing is processed automatically through Stripe. By subscribing, you authorize Golden West Games to charge your payment method on file for each renewal until you cancel.
Accounts created before August 19, 2026 may be on earlier prices; an existing subscription keeps the price it was created at.
2. The Free Trial
Every new account starts with a 14-day free trial. You add a card when you pick your plan, but nothing is charged during the trial. On day 14 your card is charged the plan price you picked, and the subscription renews automatically after that until you cancel.
- The exact first-charge date is shown when you pick your plan, on the checkout page, on your Billing page, and in an email we send you 2 days before the trial ends (with the amount and the last four digits of your card).
- Cancel any time during the trial and you pay nothing. Go to Dashboard → Billing and tap "Cancel trial — no charge." One tap. You keep full access through the end of the trial, and your card is never charged. You can also resume the trial from the same page if you change your mind before day 14.
3. Cancellation
How to cancel
You can cancel online, the same way you signed up — no phone call, no email required:
- During your trial: Dashboard → Billing → "Cancel trial — no charge."
- On a paid subscription: Dashboard → Billing → Manage Subscription, which opens your secure Stripe billing portal. Cancel there.
Cancellation takes effect at the end of your current billing period. You keep full access to your plan's features through the last day you've paid for.
What happens to your data after cancellation
When your paid subscription ends, your account enters a 3-month read-only period: you can log in and export your data (CSV export and photo export are on your Account and Billing pages), but paid features are turned off. After that, the account is deactivated. Your data is then handled per our Privacy Policy retention schedule. You can resubscribe at any time during the read-only period and pick up where you left off.
Pausing a subscription
We do not currently offer subscription pausing. If you need to reduce cost temporarily, you can downgrade to a cheaper plan from Dashboard → Billing.
4. Refunds
Standard policy
We do not offer prorated refunds for partial billing periods. If you cancel mid-period, you keep access through the end of that period and no refund is issued for the unused days.
Exceptions — where we do refund
4a. First charge after the trial
If your trial converted and you meant to cancel — it happens — email us within 14 days of the first charge and we'll refund it in full, as long as you haven't substantively used the paid service in that time. "Substantive use" means things like importing customers, creating jobs, or sending messages — not just logging in to look around.
To request: email info@itsunderway.com within 14 days of the charge with the subject line "Refund Request" and your account email. Eligible refunds are processed within 5 business days.
4b. Auto-renewal mistake
If your subscription renewed automatically and you (1) did not intend to renew, (2) have not substantively used the service during the new billing period, and (3) request a refund within 14 days of the renewal charge, we will refund that renewal charge in full.
To request: email info@itsunderway.com with "Auto-Renewal Refund Request" in the subject line within 14 days of the charge. Include your account email.
4c. Service outage credit
If Underway experiences a platform-wide outage lasting more than 24 consecutive hours, we will issue a prorated credit to affected accounts on their next bill, calculated as:
(Outage hours ÷ 720 hours in a 30-day month) × your monthly subscription price
Credits are applied automatically; you do not need to request them. Credits apply only to the subscription tier you were on during the outage and do not roll over beyond one billing period.
What we do not refund
- Partial periods after a mid-cycle cancellation (you keep access instead)
- Charges more than 60 days old (unless required by applicable law)
Nothing in this policy limits any refund right you have under the law of your state.
5. Renewal Notices
So a renewal never surprises you:
- 2 days before your trial ends: an email with the plan, the exact amount, the charge date, the card on file, and a cancel link.
- 7 days before every renewal (monthly and annual): an email with the plan, the amount, the charge date, the card on file, and how to cancel.
These go to the email address on your account — keep it current.
6. Failed Payments
If a renewal payment fails, here's what actually happens:
| Timeline | What happens |
|---|---|
| Day 0 | Payment fails. We email you, and Stripe begins retrying the card automatically. |
| Days 0–7 | Grace period. Your account keeps working normally. Update your card at Dashboard → Billing. |
| After day 7 | If payment still hasn't gone through, paid features may be restricted until it does. |
| If the subscription ends | If Stripe exhausts its retries and the subscription is canceled for non-payment, your account enters the 3-month read-only period described in Section 3 — you can still log in and export your data. |
To restore a lapsed account, update your payment method at Dashboard → Billing or email info@itsunderway.com. We do not charge reactivation fees.
7. Disputes and Chargebacks
If you have a billing concern, contact us first: info@itsunderway.com, subject line "Billing Dispute — [your account email]". We respond to billing inquiries within 3 business days, usually faster, and we fix genuine billing errors without argument.
If you believe a charge is unauthorized, please contact us before initiating a chargeback with your bank — we can typically resolve a billing error much faster than the 30–120-day chargeback process. Initiating a chargeback may result in suspension of the account while the dispute is pending, and if a chargeback is found in your favor, your subscription is canceled and the account closed. We do not penalize anyone for chargebacks resulting from genuine billing errors or fraud, but we reserve the right to decline future subscriptions from accounts with a history of unwarranted chargebacks.
If we can't resolve a dispute directly, it's handled per the dispute-resolution terms in the Terms of Service.
8. Price Changes
We will give you at least 30 days' advance written notice (by email to the address on your account) before any price change takes effect for your subscription. Your options:
- Do nothing: your subscription renews at the new price at your first renewal after the notice period.
- Cancel: cancel before the new price takes effect and pay nothing at the new rate. You keep access through the end of your current period.
- Downgrade: switch to a cheaper plan before the notice period ends.
Price changes are never retroactive and never affect the billing period already in progress when the notice is sent.
Contact
For any billing question, refund request, or cancellation issue not resolved through the dashboard:
Email: info@itsunderway.com Response time: 3 business days Business hours: Monday–Friday, 9 AM–5 PM Pacific Time
Golden West Games 3916 100th St SW, Lakewood, WA 98499
This policy is part of your agreement with Golden West Games. Material changes will be communicated by email with at least 30 days' notice.