Refund and Cancellation Policy
Effective date: 2026-04-27 Last updated: 2026-04-27 Applies to: All Billiard CRM subscriptions Operated by: Golden West Games, Tacoma, WA
1. Subscription Overview
Billiard CRM is offered on the following subscription plans, billed monthly:
| Plan | Monthly price | Who it's for |
|---|---|---|
| Solo | Free | Individual operators |
| Team | $25 / month | Small shops with multiple staff |
| Pro | $99 / month | Growing shops needing full features |
| Enterprise | Custom pricing | Multi-location or high-volume operators |
All paid plans are billed on a monthly cycle. Your billing period begins on the date you first subscribe and renews on the same calendar day each month (or the last day of the month if your billing date is the 29th–31st and the renewal month has fewer days).
Billing is processed automatically through Stripe. By subscribing, you authorize Golden West Games to charge your payment method on file for each monthly renewal until you cancel.
2. Cancellation
How to cancel
You may cancel your subscription at any time:
- Log in to Billiard CRM.
- Go to Settings → Billing.
- Click Cancel Subscription and confirm.
Cancellation takes effect at the end of your current billing period. You retain full access to your plan's features through the last day of the paid period. After the billing period ends, your account is downgraded to the Solo (free) tier. Your data is retained and you may resubscribe at any time.
No phone-only cancellation
Consistent with the FTC's Click-to-Cancel rule, you can cancel by the same method you signed up — online, without calling anyone or waiting for a callback. We do not require you to call, send mail, or speak with a representative to cancel.
Pausing a subscription
We do not currently offer subscription pausing. If you need to temporarily reduce cost, you may downgrade to a lower-tier plan (including the free Solo tier) and upgrade again when ready.
3. Refunds
Standard policy
We do not offer prorated refunds for partial billing periods. If you cancel mid-month, you retain access through the end of that billing period and no refund is issued for the unused days.
Exceptions
3a. New subscriber trial exception
If you subscribed within the last 14 days and have not used the service substantively, you may request a full refund of your first charge. "Substantive use" includes importing customers, creating jobs, sending SMS messages, or otherwise using the product beyond account setup.
To request: email steve@goldenwestgames.com within 14 days of your first charge with the subject line "Refund Request." Include your account email address. We will process eligible refunds within 5 business days.
3b. Auto-renewal mistake
If your subscription renewed automatically and you:
- Did not intend to renew, and
- Have not used the service substantively during the new billing period, and
- Request a refund within 14 days of the renewal charge
We will issue a full refund of that renewal charge. To request: email steve@goldenwestgames.com with "Auto-Renewal Refund Request" in the subject line within 14 days of the charge. Include your account email.
3c. Service outage credit
If Billiard CRM experiences a platform-wide outage lasting more than 24 consecutive hours, we will issue a prorated credit to affected accounts on their next bill. Credits are calculated as:
(Outage hours / 720 hours in a 30-day month) × 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 months after a mid-cycle cancellation
- SMS usage charges (if usage-based SMS billing is introduced in a future pricing tier)
- Charges more than 60 days old (unless required by applicable law)
4. Disputes
If you have a billing concern, please contact us first:
Email: steve@goldenwestgames.com Subject line: Billing Dispute — [your account email]
We respond to billing inquiries within 3 business days. Most billing issues are resolved faster than that.
If we are unable to resolve your dispute through direct communication, the issue escalates to binding arbitration per our Terms of Service. We prefer to resolve things directly and will make good-faith efforts to do so before any formal escalation.
5. Chargebacks
If you believe a charge is unauthorized, please contact us at steve@goldenwestgames.com before initiating a chargeback with your bank or card issuer. We can typically resolve billing errors faster than the chargeback process (which can take 30–120 days).
Initiating a chargeback without first contacting us may result in:
- Immediate suspension of your account pending resolution
- A dispute fee (charged by Stripe to us and passed through if the chargeback is found to be unwarranted)
If a chargeback is found in your favor, your subscription will be canceled and your account will be closed. If a chargeback is found in our favor, any suspension will be lifted upon resolution.
We do not penalize users for chargebacks that result from genuine billing errors or fraud. We do reserve the right to decline future subscriptions from accounts with a history of unwarranted chargebacks.
6. Failed Payments
If a recurring payment fails, we handle it as follows:
| Timeline | What happens |
|---|---|
| Day 0 | Payment fails. Stripe Smart Retries begins. |
| Days 1–7 | Stripe retries automatically on a schedule. You receive a dunning email from us each time a retry fails. Update your payment method at Settings → Billing. |
| Day 7 | If payment is still outstanding, certain premium features may be restricted while the account remains accessible. |
| Day 30 | If payment remains unpaid for 30 days past the due date, the account is suspended. Data is retained. |
| Day 60 | If payment remains unpaid for 60 days past the due date, the account is queued for deletion via our standard 30-day account deletion flow. You will receive a final notice email before deletion begins. |
To restore a suspended account, update your payment method at Settings → Billing and contact steve@goldenwestgames.com. We do not charge reactivation fees.
7. Pre-Renewal Notification
We will send you an email 7 days before each monthly renewal showing:
- The plan you are subscribed to
- The amount that will be charged
- The scheduled charge date
- A link to cancel if you do not wish to renew
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 upon receiving a price change notice:
- Do nothing: Your subscription will renew at the new price at your next billing date after the 30-day notice period.
- Cancel: Cancel before the new price takes effect and pay nothing at the new rate. You retain access through the end of your current billing period.
- Downgrade: Switch to a lower-tier plan before the notice period ends.
Price changes do not apply retroactively and do not affect the current billing period in progress when the notice is sent.
Contact
For any billing questions, refund requests, or cancellation issues not resolved through the dashboard:
Email: steve@goldenwestgames.com Response time: 3 business days Business hours: Monday–Friday, 9 AM–5 PM Pacific Time
Golden West Games Tacoma, WA
This policy is part of your agreement with Golden West Games. It may be updated from time to time; material changes will be communicated by email with at least 30 days notice.