Billing and Refund Policy

Effective date: September 10, 2026
Last updated: September 10, 2026

This Billing and Refund Policy explains how Esqase, Inc. ("Esqase," "we," "us," or "our") bills Subscriptions for the Esqase platform (the "Service"), how cancellation works, and when refunds are available. It supplements Section 3 (Subscriptions, Free Trial, and Payment) of our Terms of Service, and capitalized terms not defined here have the meanings given in the Terms. If this policy conflicts with the Terms, the Terms control.

1. How Subscription Billing Works

• Plans. A Subscription has a tier, Standard or Professional, and a billing interval, monthly or annual. Standard carries the practice management workspace; Professional adds the personal injury module and requires your Firm Owner to accept the country-specific agreement described in Section 3.1 of the Terms of Service. An Enterprise plan is agreed separately with your Firm. Current plans and pricing are available at esqase.com/pricing. Where an Enterprise order form or written agreement states different billing or refund terms, those terms control for that Firm.
• Per-seat pricing. Subscription fees are charged per seat. Your seat count is the number of active Authorized Users (members) in your Firm's account, and it adjusts automatically as members are added, archived, or removed (see Section 5).
• Billing in advance. Subscriptions are billed in advance for each billing period: monthly plans are billed each month, and annual plans are billed once per year.
• Automatic renewal. Your Subscription renews automatically at the end of each billing period unless you cancel before the renewal date (see Section 3).
• Currency. Fees are charged in U.S. dollars unless the price presented at checkout states another currency for your Firm's country. If your card is denominated in another currency, your bank or card issuer sets the conversion rate and may add a foreign transaction fee. Those bank charges are yours, and we neither reimburse them nor include them in a refund. Where we publish a country supplement for your Firm's country, that supplement states the billing, tax, and trial terms that apply, and our country supplements are published at esqase.com/legal.
• Payment processing. Subscription fees are processed by Stripe. Esqase does not store your full card details. Payments your clients make to your Firm are a separate thing and are covered by Section 9.
• Your payment method. You must keep a current, valid payment method on file for as long as your Subscription is active, and you authorize Esqase, through Stripe, to charge it for every Subscription fee, seat adjustment, plan change, and tax due under this policy, on each date they fall due, until you cancel. Card networks may supply Stripe with updated details for a card that has been reissued or renumbered, so a replacement card can continue to bill without you re-entering it.
• Managing billing. Plan selection, payment method, cancellation, and invoices are managed by your Firm Owner in the billing settings at app.esqase.com. Your invoice history is available there.

1.1 Taxes

• Subscription fees are exclusive of taxes. You are responsible for all sales, use, value-added, goods and services, digital services, withholding, and similar taxes and levies imposed on your Subscription by any authority, other than taxes on Esqase's net income.
• Where we are required to collect a tax, we add it to your invoice and collect it with the Subscription fee.
• Value-added and digital-services taxes. Where the law of the country your Firm is based in requires us to charge value-added tax or a similar tax on digital services, the price presented to you at checkout states whether that tax is included. Where you are registered for that tax and a reverse-charge mechanism applies, you are responsible for withholding and remitting the tax due on your Subscription and for filing the corresponding return.
• If a law requires you to withhold tax from a payment to us, the amount you pay is increased so that we receive the amount we would have received had no withholding been required, unless applicable law prohibits that increase.
• If you are exempt from a tax, send your exemption documentation to support@esqase.com before the charge is issued. We do not refund taxes that have already been collected and remitted to an authority.

1.2 Automatic Renewal

• Your Subscription renews automatically. A monthly plan renews every month and an annual plan renews every 12 months, on the anniversary of the date your paid Subscription began, until you cancel.
• What you are charged. Each renewal is charged to the payment method on file, at the plan rate then in effect, multiplied by your active seat count on the renewal date. Your next renewal date and your current billed seat count are shown on the billing settings page in the Service.
• How to stop it. Your Firm Owner can cancel online at any time in the billing settings. Cancellation takes effect at the end of the current billing period and stops all future renewals. No phone call or email is required. See Section 3.
• Price changes. We may change Subscription pricing. A new price applies only from your next renewal after we notify you, and we give at least 30 days' notice, as described in Section 3.6 of the Terms of Service, so that you can cancel before it takes effect.

2. Free Trials

• New Firms are eligible for a 14-day free trial. A Firm trials on the tier it selects at sign-up, except where a country supplement we publish states otherwise for your Firm's country. A free trial is offered once per Firm and once per account: if a Firm you previously created has already used its trial, a new Firm you create starts without one.
• Depending on your country and the current offer, a payment method may be required to start a trial. As described in the Terms, trial availability, length, and eligibility can change.
• If no payment method was collected, you will not be charged. When the trial ends, access is restricted until you choose a plan. Your data is retained in accordance with our data retention practices and is available again when you subscribe.
• If a payment method was collected, your paid Subscription starts automatically when the trial ends, and your payment method is charged at that time for your active seat count. Three days before the trial ends we email your Firm Owner, send an in-app notification, and show a banner in the Service stating the amount and the date of the first charge. To avoid the charge, cancel before the trial ends: your trial continues through its last day and your payment method is not charged.
• Charges made at the end of a trial follow the same refund rules as all other Subscription charges (Section 4).

3. Canceling Your Subscription

• Your Firm Owner can cancel the Subscription online at any time in the billing settings. No phone call or email is required.
• Cancellation takes effect at the end of your current billing period. You keep full access until then, and you are not charged for any further renewal periods.
• After that period ends, your Firm enters the same 30-day grace period described in Section 7, with full access throughout, so that you have time to export your data or change your mind. Access is paused only once the grace period closes.
• Canceling does not entitle you to a refund of fees already paid for the current billing period (see Section 4).
• If you change your mind before the billing period ends, you can resume your Subscription from the billing settings and it will continue uninterrupted.
• Canceling is not the same as deleting your Firm. Deleting your Firm ends your Subscription immediately rather than at the end of the billing period, removes access for every member at once, and does not refund the remainder of the period you have paid for. Export your data before you delete (see Section 8).
• For what happens to your data after your Subscription ends, see Section 8.

4. Refunds

4.1 General Rule

Subscription fees are non-refundable except as described in this policy or as required by applicable law. When you cancel, you keep access through the end of the period you have paid for; we do not refund partial billing periods, unused time, unused seats, or unused features. Section 5 (Seat Changes and Proration) and Section 6 (Plan Changes) describe the prorated credits we apply to your account when your seat count falls or you switch plans. Those credits reduce future invoices and are never paid out in cash.

4.2 Billing Errors

If we charge you in error, we will correct it. Billing errors include duplicate charges, charges made after a cancellation had already taken effect, and charges that do not match your plan and seat count. Contact us at support@esqase.com within 90 days of the invoice date, with the charge date and amount. We acknowledge your request within ten business days, and if we confirm the error we refund the amount charged in error to your original payment method. After 90 days an invoice is treated as accepted, except where applicable law provides a longer period.

4.3 If Esqase Ends Your Subscription

If we terminate your Subscription because of your material breach of the Terms, fees already paid are not refunded. If we terminate your Subscription for convenience, or discontinue the Service, in each case as described in Section 18.6 of the Terms of Service, we will refund the prorated portion of any prepaid fees covering the period after the termination date, to your original payment method.

4.4 Refunds Required by Law

Nothing in this policy limits any non-waivable rights you may have under the laws of your jurisdiction. Where applicable law requires a refund, we will provide it.

4.5 How Refunds Are Issued

Approved refunds are issued to the original payment method, in the currency of the original charge. Processing times depend on your bank or card issuer; most refunds appear within 5 to 10 business days after they are issued.

5. Seat Changes and Proration

• Adding members. When a new member becomes active, your seat count increases and a prorated charge for the remainder of the current billing period is billed to your payment method.
• Removing members. When a member is archived or removed, your seat count decreases and a prorated credit for the unused time is applied automatically.
• Credits. Proration credits reduce your future invoices. They have no cash value and are not paid out as refunds, including when a Subscription later ends with unused credit remaining.
• Minimum seats. Your billed seat count is never lower than one. A Subscription always carries at least one seat, even if no member is currently active.
• Seat adjustments happen automatically as your roster changes. Your current billed seat count is shown in the billing settings.

6. Plan Changes

• Your Firm Owner can switch between the monthly and annual plan at any time. The switch takes effect immediately and your Subscription continues without interruption; your billing cycle restarts on the switch date.
• We adjust for what you have already paid: a prorated charge or credit appears on the invoice issued when you switch.
• If your trial runs with a payment method on file, switching plans does not end or restart the trial; paid billing on the new plan starts when the trial ends. If your trial was started without a payment method, choosing a paid plan starts your paid Subscription immediately.
• Moving up a tier. Moving from Standard to Professional takes effect immediately. We adjust for what you have already paid, and the prorated charge appears on the invoice issued when you switch.
• Moving down a tier. Moving from Professional to Standard takes effect at the end of the billing period you have already paid for, not on the day you ask. There is no refund or credit for the remainder of that period, and the personal injury module stays available until it ends. Your Firm Owner can cancel a scheduled move down at any time before it takes effect. A Firm whose trial has not converted, that has no payment method on file, or whose access is already paused for non-payment moves down immediately instead, because there is no paid period left to run.
• What happens to your personal injury records. Nothing is deleted and there is no deadline to act. The records are retained, the module is hidden while you are on Standard, everything returns if you move back to Professional, and your Firm Owner can export them at any time from the billing settings, including after the change takes effect and while access is paused for non-payment.

7. Grace Period and Suspension

• If a renewal payment fails, we notify you. Your Firm Owner can update the payment method in the billing settings at any time.
• Your Firm keeps full access during a grace period of 30 days, counted from the end of the last period you paid for. The same 30-day grace period applies whether your Subscription lapsed because a payment failed or because you canceled it. We send reminders seven days and one day before the grace period ends.
• A free trial does not carry a grace period. When a trial ends without a paid Subscription, access is restricted immediately.
• If payment has not been received when the grace period ends, access to the Service is suspended until the outstanding payment is made or a new plan is started. Suspension for non-payment does not delete your data: your Firm Owner can still export a copy of your Firm's data, or choose to delete the Firm, from the account screen shown while access is suspended.
• While access is suspended, your Firm's public-facing pages pause with it: your booking page and your intake forms show visitors a short message saying the page is unavailable. Two things keep working on purpose, so that your clients are never blocked from finishing something: payment links, so a client can still pay an invoice you have already sent, and eSignature links, so a signer can still complete a document you have already sent.
• Once payment is received or a new Subscription begins, access is restored.
• If your Subscription remains unpaid for an extended period, we may terminate it as described in the Terms of Service, after which Section 8 of this policy applies.

8. When Your Subscription Ends

You can export your Firm's core records (firm profile, members, contacts, matters, and leads) at any time from the billing settings, including while access is suspended, and we encourage you to do so before your Subscription ends. Documents, invoices, and other records can be downloaded individually through the Service, and on written request to support@esqase.com before your Subscription ends we will provide the remaining categories of your Firm's data in a machine-readable format.

As described in the Terms, we retain your data for 30 days after termination so that you can recover your account, after which we delete or anonymize it from our active systems. You can resubscribe at any time.

Deleting your Firm is different from letting a Subscription end. A deleted Firm cannot be reopened from the Service, and the 30-day recovery window described above does not apply to it. Export your data before you delete your Firm.

9. Payments Made to Law Firms Through Esqase

This section is for clients of law firms that use Esqase.

• Payments you make against a law firm's invoice go directly to that firm, by the method the firm asks you to use, such as a bank transfer or a payment made from a QR code. Esqase does not collect, hold, or transmit those funds, does not process card or wallet payments, is not a party to the transaction, and is not a bank, money services business, money transmitter, or payment processor. The payment page is where the firm shows you its instructions and where you tell the firm you have paid; the firm then confirms receipt.
• Refunds of amounts you paid to a law firm are decided and issued by that firm. Please contact the firm directly.
• This policy does not apply to those payments. See Section 8.3 (Client Payments) of the Terms of Service.

10. Unrecognized Charges and Disputes

If you see a charge from Esqase that you do not recognize, contact us at support@esqase.com with the charge date and amount before disputing it with your bank or card issuer. We will investigate and respond within ten business days.

• Filing a chargeback does not cancel your Subscription. To stop future charges, cancel in the billing settings as described in Section 3.
• If a chargeback is filed on a charge we determine was validly made, we may suspend access to the Service until the disputed amount is paid, and we may recover that amount, together with any fee the card network or our payment processor charges us for the dispute, by charging your payment method or by invoicing you.
• If we owe you a refund on a charge and a chargeback for the same charge is already in progress, we resolve it through the dispute process rather than issuing a separate credit, so that the same charge is not returned to you twice.
• Formal disputes are handled as described in Section 19 of the Terms of Service.

11. Changes to This Policy

We may update this Billing and Refund Policy from time to time. We will post the updated policy at this address and revise the "Last updated" date above. If we make material changes, we will notify you by email or through a prominent notice in the Service at least 14 days before the changes take effect. If you do not agree with a change, cancel your Subscription before the change takes effect, as described in Section 3. Continued use of the Service after that date means you accept the updated policy.

12. Contact

For questions about billing, invoices, or this policy, contact us at:

Esqase, Inc.
2810 N Church St STE 89268
Wilmington, DE 19802, United States
Billing questions: support@esqase.com
Legal notices: legal@esqase.com

We acknowledge billing inquiries within ten business days.