Questions about your account or a charge?

If a renewal payment fails, or your bank asks you to confirm it, we email the account owner and Stripe, our payment processor, tries to recover the payment for about two weeks, including retries where the card allows them. Where your bank asks you to confirm the payment, Stripe waits up to about 15 days for that confirmation.

While Stripe is recovering the payment, HaulVet carries on as normal. The account owner can add a new card at any time: open Billing, then Manage in Stripe, and Stripe uses it for the recovery.

If the payment has not been recovered when Stripe stops, the plan is cancelled and the Service pauses; you are not charged for paused days. Your records stay readable and exportable, and you can start a plan again from Billing at any time.

The account owner opens Billing, then Manage in Stripe, and cancels there. You can also email support@haulvet.com; email is always enough, and we treat the cancellation as made when we receive your email. If a renewal is charged after we receive it and before we have acted on it, we refund that renewal in full and cancel the plan immediately.

Cancelling stops the next renewal. Your plan keeps working to the end of the period you have already paid for, then pauses. Your records stay readable.

Closing the account from Settings is different: it ends access immediately, even if time remains in the month, and unused time is not refunded.

Yes, for your first charge, with no reason needed. If your first charge for a paid plan was not what you expected, email support@haulvet.com within 14 days of that charge and we refund it in full. This applies once per organisation and once per person, to the first charge only.

When we handle your request we refund the first charge and cancel your plan; access ends when the cancellation takes effect, and the service pauses. If your request reaches us within 14 days of a payment for a change of plan, we refund that payment too. Your records stay readable, and you can start a plan again from Billing.

A charge we made in error or twice is refunded. Other refunds are at our discretion, except where the terms or the law require one, and a refund on its own does not change your plan.

The account owner emails support@haulvet.com and we make the change. Moving to a plan with fewer seats deletes nothing and nobody loses access; you cannot invite anyone new until the people and pending invitations fit the new seat count. Both plans monitor as many carriers as you need.

HaulVet charges show on a card statement as HAULVET. Plans are $49 a month (Solo) or $99 a month (Team), plus any tax, charged through Stripe. If your card is not in US dollars, your bank or card provider may charge a conversion fee under its own terms, so the figure can differ a little.

Someone at your company may have started a plan with the card, so ask first. Then email support@haulvet.com with the date and the amount and we will look into it. Asking us is quicker than a dispute with your bank, and a first charge asked about within 14 days is refunded in full.