Since we bill our care plans on a monthly basis, changed or cancelled plans will kick in on the first of the following month.
Care plan changes
If you make a change (e.g. upgrading or downgrading a care plan) in the portal, here’s what will happen on our end:
- The care plan won’t change until the 1st business day of the upcoming month.
- We will complete the change within 3–5 business days.
- The new care plan rate will be reflected on your subscription that is charged on the 1st of the upcoming month.
Care plan cancellations
- The care plan will be removed from your subscription that is charged on the 1st of the upcoming month.
- The care plan will remain active through the end of the current month.
- The client will receive their last report (if applicable) on the 1st of the upcoming month.
- On the 1st business day of the upcoming month, we will begin offboarding the site and complete our offboarding within 3 business days.
- We will archive a backup of the site in Google Drive.
- We will remove any Valerian license keys that were included as part of our care plan and provide a list of licenses that the client will need to purchase.
If the care plan for a site is cancelled, but it remains on WordPress and we don’t have access, we may need to coordinate with the client to remove some of our tools.
This only applies to existing sites with cancelled care plans, not new sites that never had a care plan.
Clients can also give us temporary access to go in and remove these tools ourselves.
Billing Notes
- We do not prorate or refund unused time for care plans.
- If a client wants to add a care plan again in the future, a one-time $99 reactivation fee will be charged to accommodate for the time to re-onboard.
We are always game to help you try to retain a care plan if a client is thinking about cancelling. There are some reports or information (e.g. plugin fees that will become their responsibility) that might be helpful if you’d like to try to convince them to stay, so reach out via Slack if you’d like our help!