Billing, cancellation and refunds

Last updated: 15 October 2026

A monthly business subscription, with no setup fee and no long-term commitment. This policy forms part of the Business Terms; your agreed Order controls any different commercial terms.

1. Monthly UK plans

Swipe the table sideways to see all allowances.

Each plan covers one business and one Sam receptionist number. Existing subscribers keep their agreed price and allowances unless they agree to a change. This table does not move an existing subscription onto a new plan.

These are GBP base prices for the planned Creem offer, excluding VAT. Applicable VAT is added and displayed with the final monthly total before approval, based on the billing details and tax status accepted by Creem. We do not apply a guessed flat tax rate. Creem's processing fee is not customer VAT. Existing PayPal orders retain their own agreed checkout amount. Your bank or payment provider may charge separately for currency conversion.

2. Paying during a sales call

Ask the representative for a private payment link by text or email. Open it on your own device, review the Order and approve the recurring payment yourself. Never give the representative your card number, security code, password or one-time banking code.

A link or demonstration does not itself charge you. Only the payment provider can verify a payment; a staff member cannot mark an unpaid account as paid merely because a customer returns from checkout. Review the provider, base amount, tax, final total, monthly renewal and first payment before approving.

Payment, approved business setup, Sam's number and working forwarding are separate checks. Do not divert your business calls until setup is ready and you have completed the forwarding test in our service guide.

3. Minutes, messages and extra use

Minutes cover the time Sam spends on forwarded customer calls, including time listening. Calls you answer yourself and callbacks from your own phone are outside this allowance. Allowances renew with your paid monthly period and do not roll over. We temporarily reserve up to 10 minutes before each new call; only actual call time is used afterwards. Cover can pause when less than that remains, or while other calls are being confirmed. Paused callers hear an unavailable message and emergency guidance.

Text allowances cover outgoing customer texts and owner alerts. A long text or one with special characters can use more than one SMS segment. We explain this during setup.

Need more? Talk to us about extra usage or a larger plan. We agree any additional charges with you before changing your bill.

The subscription alone gives no permission to charge paid overages. If you separately choose extra usage, the price and spending cap must be agreed first. Your phone network may charge you for forwarding; that charge is outside TradieDial's subscription.

New-call handling or outgoing messages can pause when their respective allowance is unavailable. An alert is not guaranteed to arrive if the recipient, network, provider or allowance prevents delivery. Keep a working fallback with your phone network.

4. Stopping renewal

You can cancel renewal at any time. For a future subscription purchased through Creem, use the customer-portal link in the Creem purchase email, select the subscription and cancel renewal. See Creem's cancellation instructions. This route applies only to a Creem purchase.

For an existing PayPal order, open PayPal Settings → Payments → Subscriptions and saved businesses (or Automatic Payments), select the TradieDial payment and cancel it. PayPal's cancellation instructions explain its current controls. Cancelling at one provider does not cancel an unrelated subscription at another.

You can also email hello@tradiedial.com with your business name, account email, provider and subscription reference. Send a request before the next renewal; if it is imminent, use that provider's cancellation control as well. We will confirm the cancellation and service end date. Simply closing the dashboard or stopping call forwarding does not cancel a subscription.

Under the Business Terms, cancellation normally takes effect at the end of the paid period. If a cancellation interrupts already-paid service earlier, contact us so we can resolve the remaining cover or refund due. Cancellation does not automatically refund an earlier payment or erase an authorised outstanding charge.

5. The 30-day money-back guarantee

A new business can request its first subscription fee back within 30 days after its first paid service period begins. This applies once per business. Included minutes and texts remain part of the refunded subscription; we do not retrospectively bill them as usage.

The guarantee does not cover separately agreed extra usage, third-party charges or your network's forwarding charges. Fraud, abusive use or a material breach is excluded. Mandatory legal remedies remain available.

Email hello@tradiedial.com with the account email, business name and payment reference. A brief explanation helps us investigate, but a qualifying guarantee claim does not require you to prove lost jobs. We will explain the decision and confirm when an approved refund is submitted to the original payment route; your provider determines when it appears in your balance.

For a Creem purchase, Creem processes the refund to the original payment method under its Buyer Terms. The tax associated with a refunded fee is handled through that provider's tax adjustment. The guarantee covers that first subscription fee and its charged tax; it does not deduct Creem's merchant processing fee from a qualifying customer refund. A local account status is not proof that a refund has completed.

6. Payment problems or a service fault

Contact us about a duplicate payment, wrong amount, failed setup or service interruption. Do not start another subscription while the first payment is uncertain. We verify provider records before correcting billing. The Business Terms describe remedies for material service failure; the guarantee does not replace them.

If we cannot resolve the issue, use the complaints process. Nothing here removes rights you have under applicable law or your payment provider's rules.