Billing and Refund Policy — one2sign and Senots

This policy forms part of the Terms of Service (the "Terms"). It explains how DDR Solutions Inc. ("DDR") bills for Senots and one2sign (the "Services"). Capitalized terms have the meanings given in the Terms. If this policy conflicts with a signed Order, the Order prevails for that Order.

1. one2sign plans

Prices are per Authorized User and are charged in the currency of the company's country: Canadian dollars (CAD) for Canada, US dollars (USD) for the United States, and Colombian pesos (COP) for Colombia. CAD and USD prices do not include taxes. COP prices are final prices: nothing is added at checkout (Section 10).

Where one2sign is offered. one2sign, including sign-up, the free trial (Section 3) and Paid Plans, is offered to businesses in Canada (outside Quebec), the United States and Colombia. one2sign is not offered to businesses in Quebec or Mexico: companies there cannot create an Account or receive a trial (Section 10). Recipients anywhere, including in Quebec and Mexico, can sign Documents sent to them.

The yearly price equals ten months of the monthly price. The current plan details are shown in Admin → Plans and billing. All Plans are subject to the daily and hourly sending limits described in the Documentation.

Legacy Free Plan (Free). DDR no longer offers a free Plan to new companies. Companies that were on the Free Plan when DDR stopped offering it, and companies to which DDR grants Free at its discretion, keep Free on its current limits unless they change Plans or DDR changes or ends Free on at least 30 days' notice (if it ends, the Account becomes read-only). Current Free limits: upload, sign Documents yourself, download and store signed copies, and sign Documents others send you; sending and collecting signatures from others: 0 (choose Pro or Business to send). 1 Authorized User; one2sign look (no custom logo or colour). Only DDR can grant Free (Terms, Section 4.2). Free is not what happens when a trial ends — see Section 3 (read-only).

Companies on a Senots Suite Plan have the e-signature features included in their suite subscription and are not billed separately for one2sign.

2. Senots Suite plans and professional services

Senots Suite Plans, and professional services such as implementation, data migration and training, are priced in an Order. The Order states the Fees, currency, billing interval, number of Authorized Users, term and payment terms.

3. Free trial

• Each new one2sign company receives a 30-day free trial of the Business Plan. No payment card is needed. The trial is available only where one2sign is offered (Section 1). It is not available to companies in Quebec or Mexico. If a company's trial ends or is ended because the company is in Mexico (Section 10), the Account becomes read-only in the same way as at the end of any trial.
• The trial is available once per company. DDR may refuse or end a trial that it reasonably believes is a repeat trial for the same business or is being used to get around sending limits.
• Companies on the Legacy Free Plan cannot start the trial themselves. DDR may offer one.
• If you choose a Paid Plan during the trial with more than two days left, the trial's remaining days carry over: your first charge is made when the trial would have ended. With two days or fewer left, billing starts when you subscribe.
• Nothing is charged when the trial ends. If you do not choose a Paid Plan, the Account becomes read-only when the trial ends (Terms, Section 4.9). You can still sign in, open and download your Documents, signed copies and certificates, use exports, and sign Documents others send you. Documents you already sent can still be signed. Sending new Documents, reminders, bulk sends and new shared links stop until you choose a Paid Plan. Your Documents are kept, as Section 4.9 of the Terms describes.

4. Subscribing and seats

• You subscribe from Admin → Plans and billing. Payment is processed by Stripe. DDR does not receive or store your full card number.
• Seats. A per-user Plan is billed per seat. Each Authorized User (each member) in the Account uses one seat. When you subscribe, the number of seats is set to the number of Authorized Users in the Account. You may buy more seats than you currently use.
• Adding seats. On a Paid Plan, an Owner or Admin must buy additional seats before inviting Authorized Users beyond the seats already paid for; invitations beyond the paid seat count cannot be sent. Additional seats are charged immediately, prorated for the rest of the current billing period, and then renew with the subscription.
• Removing seats. If you remove Authorized Users or reduce the seat count, the lower seat count takes effect at the next renewal. There is no refund or credit for the current period.
• Promotion codes, if DDR offers them, apply as stated with the code.
• Referral account credit. If DDR offers a customer referral program, credit is granted only after a referred company's first successful charge, in the amounts and caps DDR publishes for the program (including one reward pair per referred company, no self-referral, and a yearly cap on rewards per referrer). Credit is account credit in each side's billing currency (for example via Stripe customer balance), not cash. It may be applied to one2sign or Senots plan fees as DDR's billing tools allow. Credit is not transferable, has no cash value, and may be reversed or withheld for abuse, self-referral, failed or refunded payments, or program misuse. DDR may change or end the program with notice in the Services or by email. Referral credit is separate from any channel-partner commission program.

5. Renewal

• Subscriptions renew automatically at the end of each monthly or yearly period, at the price then in effect, until you cancel.
• Your payment method is charged at the start of each period.
• For yearly Plans, DDR sends a reminder to the billing email at least 15 and no more than 45 days before renewal.
• Price changes apply from the next renewal after at least 30 days' notice (Terms, Section 4.8).

6. Changing plans

• Subscribing to Pro or Business from a trial, a read-only Account or the Legacy Free Plan takes effect when you subscribe from Admin → Plans and billing, and restores sending. If you subscribe during a trial, Section 3 applies.
• Switching between Pro and Business, or between monthly and yearly, while you are paying cannot be done in Manage billing. Email hello@one2sign.com from an Owner's or Admin's email address and DDR will make the change.
  • Moving up (Pro to Business, or monthly to yearly) takes effect immediately. The difference for the rest of the current period is charged now, prorated.
  • Moving down (Business to Pro, or yearly to monthly) takes effect at the end of the current period. There is no refund or credit for the current period.
• In Manage billing you can update your payment card, view and download invoices, and cancel (Section 7).

7. Cancelling

• You can cancel at any time in Admin → Plans and billing → Manage billing, or by emailing hello@one2sign.com.
• Cancellation takes effect at the end of the current period. You keep your Plan's features until then.
• After that, a one2sign Account becomes read-only (Terms, Section 4.9). This also applies if you were on the Legacy Free Plan before subscribing: the Account does not return to Free. Your Documents, templates and settings are kept. You can still open, download and export your Documents and sign Documents others send you. Sending stops until you subscribe again.
• When an Account becomes read-only, pending invitations to join it are withdrawn and new Authorized Users cannot be added. Existing Authorized Users keep read-only access.
• To close the Account and have your data deleted, see Section 11 of the Terms.

8. Refunds

• Fees are not refundable, and there are no refunds or credits for partial periods, unused seats, unused Documents or periods in which the Services were not used, except:
  • where the law requires a refund;
  • where the Terms provide a pro-rata refund of prepaid Fees: DDR's uncured material breach (Section 11.3), DDR's removal of a material feature (Section 16.2), a material adverse change to the Terms (Section 21.1), an objection to a new Subprocessor that DDR cannot address (DPA, Section 6.4), an infringement claim (Section 13.3), a warranty failure DDR cannot fix (Section 14.2), or prolonged force majeure (Section 21.4);
  • where a purchase is completed for a company in Mexico, where one2sign is not offered. As described in Section 10, DDR cancels it and refunds the card payment for that purchase automatically, or reviews it and may do so (account credit applied to it is not restored); and
  • to correct a billing error.
• Refunds are paid to the original payment method.

9. Failed payments

• If a payment fails, Stripe retries it and emails the billing contact, and you can update your card in Manage billing.
• We continue the subscription while Stripe retries. During the retry period, your Plan's features keep working.
• If all of Stripe's retries fail, the subscription is cancelled and a one2sign Account becomes read-only (Terms, Section 4.9). Your data is kept. You can subscribe again at any time to restore sending.
• For Orders paid by invoice, Section 4.7 of the Terms applies.

10. Taxes

• For prices in CAD and USD, taxes DDR is registered to collect are calculated at checkout by Stripe Tax, based on your billing address, and added on top of the price.
• Colombia. Prices in COP are final prices. Nothing is added at checkout, and the invoice shows the price paid. "Nothing is added at checkout" describes the checkout price. If a law requires you to withhold or deduct a tax from your payment, Section 4.5 of the Terms applies. A Colombian business that is responsible for IVA self-assesses any IVA under its own rules (see below). If DDR becomes required to collect a Colombian tax, it will give you at least 30 days' notice before that tax applies, and the change will take effect no earlier than your next renewal.
• Mexico. one2sign is not currently offered to companies in Mexico, as in Quebec. Companies in Mexico cannot create an Account and do not receive a trial. If an Account's company country is changed to Mexico during a trial, or DDR otherwise finds that a company on a trial is in Mexico, DDR ends the trial. When the trial of a company in Mexico ends or is ended, the Account becomes read-only (Terms, Section 4.9), as at the end of any trial: Authorized Users can still sign in, open and download Documents, and sign Documents others send them, but cannot send. The Account does not move to a free Plan, and a Paid Plan cannot be bought for it while one2sign is not offered in Mexico. DDR treats a sign-up, trial or purchase as being from Mexico if the company's country or the billing address is in Mexico, or if other signals, such as the location of the connection used, show that it is from Mexico. These checks are not perfect. If a purchase is completed and its billing address is in Mexico or a Mexican tax ID (RFC) is given, DDR automatically cancels it and refunds the card payment for that purchase. Account credit applied to that purchase is not restored. If other signals, such as the location of the connection used to buy, suggest that a completed purchase is from Mexico, DDR reviews it and may cancel it and refund the card payment for that purchase. If the billing address of an existing subscription changes to Mexico, DDR will review it case by case and contact the billing contact before taking any action. This section will be updated before one2sign is offered in Mexico.
• Business customers paying in CAD or USD can enter their tax number (for example a GST/HST number) at checkout. It appears on invoices. Tax numbers are not collected for COP checkouts.
• DDR charges GST/HST to customers in Canada as the law requires, at the rate for the customer's province, and shows it on your invoice. DDR does not currently collect provincial sales tax (BC PST, Saskatchewan PST or Manitoba RST). Outside Canada, DDR charges any tax it is registered for.
• DDR's registration number is GST/HST 850129776 RT0001. DDR is not registered for QST (Quebec is not served).
• Customers outside Canada are responsible for any sales, use, value-added or similar taxes in their jurisdiction (for example US state sales tax) that DDR does not collect, under the reverse-charge or self-assessment rules that apply to them. Where DDR is registered to collect such a tax, it will charge it.
• If you are exempt from a tax, send proof of exemption to hello@one2sign.com before you are charged. Exemptions apply from the date DDR receives valid proof.

11. Currency

one2sign Plans are charged in the currency of your company's country (Section 1): CAD for Canada, USD for the United States, and COP for Colombia (one2sign is not currently offered in Quebec or Mexico). If your card is in another currency, your card issuer converts the charge and may add fees. DDR is not responsible for conversion rates or fees.

12. Invoices and receipts

Stripe emails a receipt for every payment. Invoices and payment history are available in Manage billing. Invoices show DDR Solutions Inc. as the seller.

13. Billing questions and disputes

If you think a charge is wrong, email hello@one2sign.com within 60 days of the charge. We will review it and respond within 10 business days. Please contact us before disputing a charge with your card issuer. If you start a chargeback for an undisputed charge, DDR may suspend Paid Plan features until it is resolved.

14. Consumers

The Services are for businesses (Terms, Section 4.6). If a consumer-protection law nevertheless applies to you, you have the rights that law gives, including any cancellation or refund rights it requires.

15. Changes

DDR may update this policy as described in Section 21.1 of the Terms.