How subscriptions, seat changes and cancellations are billed. Last updated: July 2026.
InQueue is a subscription service billed in advance. Because access is provided immediately and continuously, subscription fees are generally non-refundable, except as required by law or as expressly stated below. This policy forms part of, and should be read together with, our Terms & Conditions.
Paid plans are billed in advance for each billing period (monthly or annual) and renew automatically until cancelled. Starter and Growth plans are priced per active staff user (seat); your bill reflects the number of seats licensed for the period.
You may cancel at any time. Cancellation stops future renewals; it does not trigger a refund for the current period. You retain access to the Service until the end of the period you have already paid for, after which the subscription ends.
This is how changes to your staff seat count are billed:
Adding seats (upgrade). When you add staff, your licensed seat count increases immediately and you are charged a prorated amount covering only the days remaining until your renewal date. The higher seat count then carries into the next renewal.
Removing seats (downgrade). When you remove staff, no refund or credit is issued, and your licensed seat count and price do not change for the current period. The reduced seat count takes effect at your next renewal, and you are billed the lower amount from that point forward. In other words, a licence you have already paid for runs until it expires, and renews at the new, lower count.
The same principle applies to moving between plans (for example Growth to Starter): upgrades apply immediately with proration; downgrades apply at the next renewal with no refund for the current period.
If your plan includes a free trial, you are not charged during the trial. If you do not cancel before the trial ends, your paid subscription begins and your payment method is charged for the plan and seat count selected. No refund is due for a subscription that began because a trial was not cancelled in time.
Annual subscriptions are paid in advance for the full year and are non-refundable for unused time upon cancellation. Seat upgrades on an annual plan are prorated over the remainder of the annual term; downgrades take effect at the annual renewal.
If a renewal payment fails, we may retry the charge and notify you. If payment cannot be collected, the subscription may be suspended or downgraded. Restoring service does not extend or refund the lapsed period.
If you believe you were charged in error, for example a duplicate charge or a clear billing mistake, contact us within 30 days of the charge and we will investigate and correct genuine errors. Any goodwill or discretionary refund is made at our sole discretion and does not create an obligation to provide future refunds.
Enterprise and custom deployments (including dedicated private instances and on-premise licences) are governed by the payment, term and refund provisions of their specific order form or master services agreement, which prevail over this policy to the extent of any conflict.
If you have a billing concern, please contact us first, we can usually resolve it quickly. Initiating a chargeback without contacting us may result in suspension of your account while the dispute is reviewed.
Manage or cancel your subscription from your account billing page, or contact billing@inqueue.com.co. For general help, email support@inqueue.com.co.
