Refund and cancellation policy for RosterElf
This article explains RosterElf's refund and cancellation policy so you understand how billing works if you decide to end or change your subscription. The full policy is outlined in our Terms and Conditions, specifically clauses 3 and 17.
RosterElf uses Stripe for all billing. You can manage your subscription, update payment details, and cancel directly from your account settings. If you have questions about billing, you can also view the full cancellation guide or update your billing details at any time.
1. Refund policy
RosterElf generally does not offer refunds on subscription plans. If you are not satisfied with your purchase, please contact our support team and we will work to resolve any issues. Refunds may be issued at our discretion where appropriate.
How monthly billing works:
Monthly subscriptions are billed in arrears at the end of each calendar month, based on the number of active staff in your account during that period. Your first invoice covers the full calendar month in which your subscription began.
How annual billing works:
When you subscribe to an annual plan, your first invoice covers the remaining days of the current month at the annual day rate (pro-rata). From the 1st of the following month, you are charged the full annual subscription fee for the next 12 months. If you cancel during the initial pro-rata period before the full annual charge is applied, you will only be charged that pro-rata amount. No refund is provided for any unused portion of the annual term once the 12-month charge has been collected.
2. Cancellation terms
You can cancel your subscription at any time through your account settings in the web app or by contacting our support team. What happens after cancellation depends on your plan type.
2.1 Monthly subscription cancellation
For monthly subscribers, you will be charged for the full billing month in which the cancellation occurs. Your access to RosterElf will continue until the end of that billing month. See our step-by-step cancel subscription guide for full instructions.
2.2 Annual subscription cancellation
For annual subscribers, your access will continue until the end of the paid subscription period. No refund will be provided for any remaining unused portion of the annual term. If your annual subscription was purchased through the Xero App Store, see our guide on cancelling a Xero subscription.
Data deletion after cancellation:
All account data will be permanently deleted 30 days from the date cancellation notice is provided. This cannot be recovered. Please ensure you have exported or retained any critical data before your access period ends.
3. Ways to contact us
If you have questions about billing, refunds, or cancellation, you can reach us through the following channels:
- Email: Reach out to us at customersupport@rosterelf.com
- Live chat: Click the green question mark support button at the bottom right of your browser to start a live chat
- Weekly webinar: Join our free weekly webinar for tips and live demonstrations