Refund & Cancellation Policy

This policy explains how subscriptions, trials, cancellations, and refunds work for the Backstage Baton platform (the "Service"). It supplements, and is incorporated into, our Terms of Service.

Subscriptions

Backstage Baton is sold as a subscription to organizations on two plans:

We bill through Stripe; we do not store card numbers. Subscriptions auto-renew (see above) until canceled.

Free trial

New organizations receive a 90-day free trial of the Complete plan. No payment is required to start a trial and you will not be charged during the trial period. If you do not subscribe before the trial ends, your access becomes limited until you choose a plan — no charge is ever made without your having selected a paid plan.

If you subscribe during your trial, your selected plan begins automatically at the end of the trial period at the then-current rate, and your first charge is deferred until the trial end date, so you are never double-charged for the trial window.

Cancellation

You may cancel at any time on the Billing page in your account or by emailing billing@backstagebaton.com. When you cancel:

• Your subscription remains active through the end of the current paid period — you keep full access until then.
• The subscription does not renew for the next period.
• We do not prorate or refund the unused portion of a monthly term that has already begun (see Refunds for annual terms).

Refunds

• Annual plans — 14-day refund window. If you cancel within 14 days of your initial annual charge, we will refund that charge in full. For trial conversions, the "initial annual charge" is the deferred charge at trial end, not the signup date. This 14-day window applies only to your first annual term; renewal charges in later years are non-refundable but can be stopped by canceling before the renewal date. After 14 days, the annual term is non-refundable for the remainder of the term, and the subscription will not renew once canceled.
• Monthly plans: Monthly charges are non-refundable once the billing period has begun. Cancel before your renewal date to avoid the next charge.
• Billing errors & duplicate charges: Always refunded in full, regardless of timing. Contact billing@backstagebaton.com.
• Service outages: Material, sustained outages attributable to Backstage Baton may be addressed with a service credit at our discretion. Service credits, where granted, are applied to future invoices and are not redeemable for cash.

Refunds are issued to the original payment method via Stripe and typically post within 5–10 business days, depending on your bank.

Founding-Member, Nonprofit & Custom Pricing

• Founding-Member pricing (limited program, 30% off for 24 months). The 14-day annual refund window above applies to the discounted amount actually charged. Founding-Member pricing is tied to your initial uninterrupted subscription; canceling and later re-subscribing does not preserve the locked Founding rate.
• Nonprofit (NFP) pricing (20% off, requires 501(c)(3) verification). The 14-day annual refund window applies to the discounted amount actually charged. If a 501(c)(3) certification cannot be verified or is later revoked, the discount may be discontinued at the next renewal; we will not retroactively claw back already-applied discounts.
• Custom or enterprise pricing. Custom or enterprise agreements may set different cancellation and refund terms in the applicable order form, which control over this policy.

Promotional discounts are not redeemable for cash.

Plan changes

• Upgrades take effect immediately; the price difference is prorated for the remainder of the current period by Stripe.
• Downgrades take effect immediately, and Stripe credits the unused balance of your current plan toward future invoices. If your usage exceeds the lower plan's limits (e.g., number of ensembles or members), reduce usage before downgrading.

Your data after cancellation

You can export your organization's data at any time (CSV export is available on all plans). After cancellation we retain your organization's Customer Data for 90 days to allow re-activation or export, after which it is permanently deleted, except where retention is required for legal, tax, or accounting compliance (which may extend retention of invoice and financial records for the period required by applicable law, typically up to 7 years in the United States). See our Privacy Policy.

Chargebacks

If you have a billing concern, please contact us first at billing@backstagebaton.com — we resolve the large majority of issues quickly. Initiating a chargeback without contacting us may result in suspension of the account pending resolution, after notice.

An unresolved chargeback is treated as non-payment under our Terms of Service, and any fees we incur on a dispute resolved in our favor may be charged to the account.

Contact Us

Billing questions: billing@backstagebaton.com
General support: support@backstagebaton.com