Refund and Cancellation Policy
This policy covers the PROTRA software subscription that PROTRA LLC sells to contractors. It is part of our Subscription Agreement.
Free trial
New accounts get a 14-day free trial. No card is needed to start, and nothing is charged when the trial ends unless you choose a paid plan and add a card.
Billing
Plans are billed in US dollars by card through our payment processor, Stripe, either monthly or yearly. A yearly plan is paid up front for 12 months at the yearly price. Your plan renews on the same date each month or year until you cancel. Add-ons are billed with your plan, and usage beyond what an add-on includes (for example texts past 1,000 a month on the texting line) is billed at the rates shown in the app. We give at least 30 days’ notice by email before any price change.
How to cancel
The account owner can cancel anytime in PROTRA under Settings, or by emailing support@protra-us.com. Cancelling stops the next renewal. You keep full access until the end of the period you already paid for, and you can export your customers, jobs and invoices.
Refunds
Fees are not refunded for partial months, unused time or the unused part of a yearly plan, except where the law requires it. If you were charged by mistake, charged twice, or charged after you cancelled, tell us within 30 days of the charge and we will refund it in full to the original card, usually within 5 to 10 business days.
Billing questions and disputes
If something on your bill looks wrong, email support@protra-us.com first with your company name and the date of the charge. We reply within one business day and aim to resolve billing questions within 10 business days. You can still dispute a charge with your card issuer at any time.
Payments your customers make to you
When a contractor uses PROTRA to collect payment from their own customers, that payment is between the contractor and their customer. Refunds for that work are handled by the contractor. PROTRA provides the software only and does not hold those funds.
No physical goods
PROTRA sells software only. We don’t ship physical products, so there are no returns.