A customer who cancels never sees Stripe. You cancel inside your GovRoute account, and every refund below comes back to the card you paid with.
Plans (Silver, Gold, Platinum)
Our plans have new names: Silver was called Starter, Gold was Pro, and Platinum was MAX. A Bronze account is free and never charged.
Cancelling. Open govroute.co/account/plan and choose Cancel plan. That's all: you never have to go anywhere else. You get an email confirming it.
Your access after cancelling. Your plan stays active until the end of the month you have already paid for, and you will not be charged again. On that date your alerts stop and your plan's tools close. Packages already delivered stay in your account. Your account stays open as a free Bronze account. We do not refund the unused part of a month you have paid for.
First charge. If you ask within 7 days of your first plan charge, we refund that first charge in full. This applies to Platinum too. To ask, email hello@govroute.co.
Charged in error or twice. If you were charged in error or charged twice, for anything, contact us at hello@govroute.co within 30 days and we refund that charge in full.
Changing plans. You can move between Silver and Gold in your account. If you move up to Gold, it starts at once and we charge the difference for the rest of your current month right away; your billing date stays the same, and the amount is shown before you confirm. If you move down to Silver, it starts at the end of the period you've paid for, and nothing is refunded for the current period. To move to or from Platinum, write to hello@govroute.co.
Failed renewals. If a renewal payment fails, we email you once and your card is retried automatically over the following days; you keep your plan meanwhile, and your account shows a notice. If the payment never goes through, your plan ends, your alerts stop, and nothing more is charged. You can restart a plan at any time from your account.
Platinum packages
- Your 3 a month: a package counts when you confirm "Prepare this for me". If the agency cancels the bid before we deliver, or we can't take it, the package goes back to your month and nothing is charged. Unused packages don't carry over. If we're late with one of your 3, we still finish and deliver it if there's still time before your sign-off deadline, and it doesn't count against your month. If we miss the agency's deadline on a bid we email for you, through our fault, after you approved and signed in time, it doesn't count against your month either, and we tell you right away.
- Extra packages ($149 each): if we don't deliver one within 5 business days, or the agency cancels the bid before we deliver, we refund the $149 in full, automatically. Once we have delivered it on time, it isn't refundable.
See "Bid packages" in our Terms.
One-time bid packages ($199)
- Late delivery: if your package isn't ready within 5 business days (counted as our Terms set out: the clock starts once we have the bid's documents and your company facts), we refund the full $199 automatically. You don't have to ask.
- Someone else got there first: we prepare each bid for one customer only. The first completed payment wins. If yours is the second, we refund it in full, automatically, and the bid page shows "Someone is already having this bid prepared."
- The agency cancels the bid before we deliver: full refund.
- Our missed deadline: on a bid we email for you, if you approved and signed by the submission cut-off shown in your account and we miss the agency's deadline through our fault, we refund the full $199.
- Once delivered on time, it isn't refundable. We do not refund because a bid was not won.
- Answers to your questions and the call come with the package and have no separate price. The rules above cover the whole $199. A refund ends them.
- Our mistake, bid rejected: if the agency rejects your bid, or refuses to take it, because of a mistake we made (our Terms list which), you choose: your next bid package at no charge, or the full $199 back. Email hello@govroute.co within 30 days of the agency's notice.
See "Bid packages" in our Terms.
How refunds are paid
Every refund goes back to the card you paid with. Your bank usually shows it within 5 to 10 business days. Automatic refunds need no request from you. If your card can't take a refund (for example, it was closed), we contact you and send it another way; the refund is still yours.
Our limit
For any package, application or packet, our total responsibility is the price you paid for that item. These limits don't apply to fraud, gross negligence, willful misconduct, or anything else the law doesn't allow us to limit, and they never reduce the refunds we promise. For an item included in Platinum, the limit is the Platinum fee for that billing period.
The same rules appear in our Terms of service.
GovRoute · hello@govroute.co