Account and billing help

When does my trial start?

Start free with up to 2 agents. Your 45-day trial begins when you process your first address—no card required.

Does a teammate get another trial?

2 seats included in trial. Teammates share the organization's existing trial; accepting an invitation does not start another trial.

What happens when my trial expires?

New cost-bearing processing and new invitations are blocked. Sign-in, billing and organization management, data export, and read-only access to already-produced results remain available.

When is an invited teammate billed?

This invitation does not cost anything until it is accepted. If accepted, it adds a paid seat at the displayed price, prorated for the current billing period.

Applicable proration items normally settle on the next finalized invoice; they are not described as an immediate card charge.

What happens when I remove a paid seat?

A seat removal produces an account credit on the next invoice, not an automatic cash refund.

Applicable proration items normally settle on the next finalized invoice; they are not described as an immediate card charge.

Can I change seats with an unpaid invoice?

While the latest invoice is unpaid — or the subscription is past_due, unpaid, incomplete, paused, canceled, or set to cancel at period end — seat additions are blocked and removals remain available.

How do renewal and billing interval changes work?

Subscriptions renew automatically at the selected cadence until canceled. A monthly/annual interval change takes effect at the next renewal and never silently resets the billing anchor.

Tax, if applicable, is additional. Stripe is authoritative for charges, tax, invoices, and subscription status.

Monthly/annual interval changes are scheduled for the next renewal, with the effective date and future total shown before confirmation.

When does billing begin near the end of my trial?

If fewer than 48 hours remain and Checkout cannot preserve the exact trial end, the review screen states that billing begins immediately and requires explicit confirmation. Commlo never charges earlier than the date previously displayed.

What happens after cancellation?

Cancellation, payment failure, and deletion follow the audited billing lifecycle. Access continues through the end of the paid period and then becomes read-only; canceling never creates a new trial.

Are refunds automatic?

The launch policy adds no automatic refund entitlement beyond the audited billing lifecycle. Seat reductions produce account credit, and any other refund is a discretionary support decision.

How does fair use work?

Address processing included—no per-address charges for normal professional use. Subject to fair use. Automated or unusually high-volume processing may be paused and may require a custom plan.

This request would exceed the account's current service guardrail, so new address processing is temporarily paused. Your existing data and reports are safe. Contact us so we can review the activity and configure a plan that supports your needs.

Need SSO, custom integrations, unusually high-volume processing, dedicated support, or an SLA? Contact us and we'll design a plan that fits.

How long are records retained?

Raw staged import rows/chunks: Purged immediately after successful seal and within 24 hours after seal, expiry, or failure.

Import-session metadata/digests: 90 days after terminal state.

Exact reservation/item enforcement facts: 400 days.

Idempotency replay response/request facts: 90 days after terminal state.

Trial address claims: Tenant lifetime; deleted with the tenant after required recovery or legal hold.

Sponsor trial-history marker: 3 years after latest activation or paid service, including after tenant/user deletion, unless legal hold applies.

Daily usage/cost aggregates: 25 months.

Delivered outbox payloads: 30 days; unresolved failures until resolved, then 90 days.

Usage/support alerts and case outcomes: 2 years.