Commercial terms

These are the commercial terms for a Spanstead Works subscription: what it costs, when you are charged, how renewal works, and how to cancel or obtain a refund. They apply together with the Legal Terms.

This document is not a separate contract, and it creates no separate liability. Warranties, indemnities, and the limit on what either of us can be liable for are in Sections 12, 13 and 14 of the Legal Terms, and they govern this document as they govern that one. There is one liability cap across every agreement between us, set by Section 13 there, and nothing here adds to it.

The English text governs. This document may be shown in Spanish or another language as a courtesy. Where a translation differs from the English, the English controls, as Section 19.1 of the Legal Terms sets out.

1. At a glance

Sold to businesses in the United States only. Prices are in US dollars and exclude tax.

2. Plans and pricing

Solo is a flat one-person plan. The three team tiers are priced per seat: a flat monthly base fee covering a set number of included seats, then a flat rate for every active worker beyond that. Every plan includes the office portal, the Spanstead Works Crew app, and the customer self-service portal.

2.1 Tiers

Your monthly bill is the base fee, plus the extra-seat rate for every active seat beyond the included count. Customer portal logins are free and unlimited on every tier and never count toward billed seats.

The extra-seat rate is flat within each tier, and it falls as the tier rises. A 60-worker Enterprise account pays the $699 base plus 40 seats at $15, being $1,299 a month. Above roughly 150 workers we will still quote individually, but the published rate applies until we do.

Enterprise has the lowest extra-seat rate. Its higher base means its total and blended cost can still exceed Growth at the same headcount: at 20 workers, Enterprise is $699 per month and Growth is $589 per month. Enterprise's blended monthly cost is $34.95 per worker at 20 workers, $22.98 at 50, and $18.99 at 100. Enterprise is billed like every other plan, month to month or annually, by card.

Why we charge per seat. People Core and timecards only produce a true picture when every worker is in the system. Charging per active worker means there is no cheaper way to leave people out of it. It also means a larger crew pays proportionally more than a small one, rather than both paying the same flat fee. A larger crew still pays less per worker: at 10 workers on Growth the cost works out at $38.90 per worker per month, and at 30 workers it is $26.30.

Adding a worker mid-month never changes that month's bill. Section 3 sets out how seat changes reach your next invoice rather than your current one.

2.2 Product add-ons

1. Product add-ons are flat per organization, not per learner, course, booking, order, or location. Solo AI unlocks Spanstead Signal and every AI capability offered on Solo and includes 500 pooled AI credits per calendar month. Solo has no AI access without this recurring add-on; one-time credit packs increase capacity but do not grant product access by themselves.
2. Booking enables a public appointment channel. Internal scheduling remains a plan capability. Ordering, Menu, Products, and the Commerce pack are outside the current launch offer.
3. Learning & Compliance includes course authoring, immutable version history, targeted and scheduled delivery, mobile attempts, updates, reinforcement, reminders, reporting, and evidence export. Removal stops new authoring, assignments, attempts, acknowledgments, and automation but preserves historical training evidence in read-only mode.
4. Product add-ons currently bill monthly even when the underlying plan is annual.

2.3 Worked examples

A 10-person field service business on Growth, with 8 included seats and 2 extra seats at $20 each:

Every annual plan includes two months free.

A 7-person service business on Growth with the Spanstead Booking Channel add-on. Seven workers is within the 8 seats Growth includes, so there is no extra-seat cost, only the add-on:

The Growth base is charged once. The Booking Channel remains a monthly line item.

2.4 Floors and minimums

1. Solo is capped at one active worker. A business adding its first teammate moves to Essentials. There is no seat minimum on a team plan, and Essentials includes the first 3 workers.
2. Every plan is available month to month or annually.
3. Solo AI is available only on Solo. Booking requires Growth or Enterprise. Learning & Compliance may be added to Essentials or Growth and is included with Enterprise.
4. Solo has a hard limit of one person. Team tiers do not have a pricing seat ceiling; large deployments require an agreed implementation scope and capacity qualification.

2.5 What each tier includes

Home, Settings and Modules are always available on every tier.

Solo. Customers, Schedule, Jobs, the Field workspace, Estimates, Leads, Invoices, Payments, Expenses, Reports, Notifications, QuickBooks sync, the customer portal, and the crew mobile app. People and team-only modules are not included.

Full Crew Essentials. Customers, Schedule, Jobs, the Field workspace, Estimates, Leads, Invoices, Payments, Expenses, Reports, Files, Tasks, Notifications, Service types, Team, the Activity log, security including multi-factor authentication, the customer portal, the crew mobile app, and People Core: worker records, org chart, timecards/payroll export, leave, holidays, accruals, availability, overtime rules, and scheduling eligibility. Recurring services, Inventory, Purchase Orders, Equipment, Vehicles, email Campaigns, custom fields, and supported QuickBooks, Stripe and Square integrations are also available on team plans, subject to workspace permissions and configuration.

Growth. Everything in Full Crew Essentials, plus Advanced HR for recruiting, onboarding, policies, credentials, skills, offboarding, safety, performance, employee relations, and workforce insights, and larger included usage allowances. Booking and Learning & Compliance are optional paid add-ons on this tier. Customer text messaging uses a Spanstead-managed account, as described below. Voice integrations are not included in the current launch offer.

Enterprise. Everything in Growth, plus Learning & Compliance, the custom module builder and larger included usage allowances. Enterprise is bought through the same checkout as the other plans, month to month or annually. Booking remains an optional paid add-on. Public developer API access, SSO, a sandbox organization, extended retention, dedicated support staffing, and an uptime SLA are not standard launch inclusions. Any additional commitment must be expressly agreed in writing. Owner MFA enforcement is a platform policy, not a promise of organization-wide SSO or MFA enforcement for every staff role.

3. How seats are counted and billed

Billed seats are counted from active member records, whatever their role.

The rules are:

1. A worker counts from the moment an invitation is accepted, not when it is sent. Pending invitations are free.
2. Deactivating a member removes them from the count at the next billing cycle.
3. Logins are named rather than concurrent. Sharing one login between two people is a breach of your agreement, and it corrupts the timecard and location records that login produces.

Adding or removing a seat. Inviting a worker never blocks the invitation and never charges you immediately, whether or not it falls within your included-seat count. The new seat count is recorded straight away and takes effect on your next invoice. We notify the account owner when a change moves the bill, rather than letting them discover it on the invoice. Deactivating a member works the same way in reverse: the seat drops off the count at the next invoice, not mid-term.

The intention is that headcount is never a reason to hesitate before hiring someone or before adding them to the system. Per-seat pricing means the bill rises as the crew grows. It does not mean that any single hire triggers an immediate charge.

4. Signup and the first charge

1. New self-serve subscriptions do not include a free trial. You choose a plan and billing period, accept the applicable agreements, and complete payment through Stripe's secure checkout.
2. Your payment method is charged at checkout for the selected plan, plus any applicable tax. Monthly billing charges one month upfront; annual billing charges the full annual amount upfront.
3. Your paid subscription begins after successful payment. Access is governed by the selected plan; paid add-ons are separate purchases unless expressly included in the offer you accept.
4. Subscriptions renew automatically under Section 5. Cancellation takes effect at the end of the current paid period under Section 6; the refund policy in Section 7 is unchanged.
5. Any trial or pilot benefits agreed before this version took effect remain governed by those earlier terms, including the agreed trial end date and first-charge timing.
6. Onboarding is optional. Signing up never includes an onboarding charge. If you want done-for-you onboarding, you can ask for it at any time and we bill it separately, once: $499 on Essentials, $999 on Growth or Enterprise. It covers importing your customers and jobs and configuring your workspace with you. If you cancel it before onboarding work begins, it is refunded in full. Once work has begun it is non-refundable, because the work has been done. It is separate from the subscription guarantee in Section 7.

Before you authorize payment, the signup screen and secure checkout show the price, billing frequency, payment due at checkout, and automatic renewal terms. You can review those details before completing the purchase.

5. Automatic renewal

1. Subscriptions renew automatically and indefinitely at the then-current rate until you cancel.
2. Monthly plans renew on the same day of the month as the first charge. Where the first charge fell on the 29th, 30th or 31st, short months bill on the last day of the month.
3. Annual plans renew on the anniversary of the first charge, for a further 12 months.
4. We email you at least 30 days before each annual renewal, stating the renewal date, the amount, and a one-click cancellation link. Monthly plans receive a receipt after each charge rather than an advance reminder.
5. Price changes take effect only at a renewal, and only with at least 30 days written notice before that renewal date. The rate for a term you have already paid for never changes mid-term. If you do not accept a new price you may cancel before renewal under Section 6, at no penalty.
6. Seat-count changes flow through automatically at renewal, at the true current count.
7. Existing paid pilot price lock. The paid pilot is closed to new self-serve subscriptions as of this version's effective date. If your subscription started under the paid pilot, the base, extra-seat and product add-on prices in effect on your start date do not increase for 24 months from that date, for as long as the subscription stays continuously active. Seats and add-ons you add during those 24 months bill at the locked rates. Moving to a different tier bills at that tier's price on the date you move, and that price is then locked for the rest of the 24 months. The lock does not cover taxes, pass-through usage under Section 10, or the Section 10 card payment fee. Existing pilot subscriptions keep their lock; this change does not shorten it.

6. Cancellation

Cancellation is self-serve and online, in the same place you started the subscription. There is no phone call, no email to support, and no retention interview.

Cancellation takes effect at the end of your current paid period. Your service, data and logins stay fully available until then. There is no pro-rated refund for the remainder of the period, except under Section 7.

1. On a monthly plan, cancellation is effective at the end of the current billing month.
2. On an annual plan paid upfront, it is effective at the end of the 12-month term you have paid for.
3. On an annual commitment billed monthly, the commitment stands. The remaining monthly instalments of the 12-month term become due and are billed on the normal schedule to the end of the term, or may be settled in a single payment. Your service continues to the end of the term either way.

Cancelling is not the same as deleting. Deletion follows Section 9.

Removing Learning & Compliance ends new course authoring, assignments, attempts, acknowledgments, reminders, renewals, and automation. Existing courses, versions, assignments, attempts, completions, and reports remain available as read-only historical evidence while the underlying Spanstead Works account is available.

We may terminate for non-payment under Section 8, for a breach that remains unfixed 30 days after written notice, or on 90 days notice if we discontinue the service. In that last case we refund any prepaid unused fees pro-rata.

7. Refunds

We offer a 30-day money-back guarantee on your first term, capped at one month of fees. If you cancel within 30 days of your first ever paid charge, the subscription ends immediately and money comes back. How much depends on your plan, but your downside is capped at one month of fees either way.

The one-month deduction on an annual refund is your standard monthly rate: the base fee plus whatever extra-seat cost applied at the time. The two-month annual discount does not change that rate.

Worked example. The 10-person Growth business from Section 2.3 pays $3,890 upfront and cancels on day 29. One month at that account's standard monthly rate of $389 is deducted, so $3,501 is refunded. The worst case on that account is one month rather than a year, so the business risks $389 to try a full annual commitment.

Further terms of the guarantee:

1. It applies once per organization and per billing entity, and only to your first charge. It does not apply to renewals, to a second subscription started later, or to tier upgrades.
2. An eligible first-term product add-on charge follows the same guarantee. Because current product add-ons bill monthly even beside an annual base plan, their first monthly charge is refunded in full.
3. After the 30-day window all fees are non-refundable, including for partial periods, unused seat changes, downgrades, and voluntary early cancellation.
4. No refund covers pass-through usage charges you have already incurred under Section 10, payment processing fees on funds already disbursed, or third-party charges on your own connected accounts.
5. Refunds are issued to the original payment method within 10 business days.
6. Optional onboarding, if you bought it, is not part of this guarantee. Section 4 sets out when it is refunded.

Separately from this guarantee, we will refund or credit any billing error, and apply any service credit owed under the Enterprise uptime commitment in Section 11.

8. Late and failed payments

Our process runs from the first failed charge, which is day 0.

1. Paying the outstanding balance at any point before day 45 restores full access immediately, with no reactivation fee and no data loss.
2. There is no late fee on monthly plans.
3. Annual invoices paid by invoice or bank transfer accrue interest at 1.5% per month, being 18% per year, on any balance unpaid 30 days after the invoice date, or the maximum the law allows if that is lower.
4. Reasonable costs of collection, including collection agency fees, are recoverable on accounts referred out after termination.
5. Suspension pauses nothing. Your term keeps running and fees keep accruing while an account is suspended.

Mid-term seat and plan changes

1. Adding a seat never blocks the invitation and never charges you immediately. The new count takes effect at your next invoice, and we notify the account owner when a change moves the bill. Adding an employee should never carry a surprise cost.
2. Upgrading a tier takes effect immediately and is pro-rated for the remainder of your current term. The new tier's included-seat count and extra-seat rate apply from that moment.
3. Removing a seat or downgrading a tier takes effect at your next renewal. No mid-term credit or refund is issued.
4. An annual customer's seat count for the paid term is fixed at whatever it is when that term's invoice is generated. Seats added mid-term bill at the next renewal rather than on a pro-rated mid-year invoice, and an annual customer may not downgrade below the tier committed to at signup.

9. Your data after cancellation or termination

Everything below is measured from your subscription end date, which is the last day of the paid period under Section 6, or the day of termination under Section 8.

1. Export requests made after day 30 but before day 90 are honoured manually as a courtesy, at a reasonable fee, and subject to verifying the identity of an owner.
2. Reactivation before day 90 restores the organization intact, at the then-current price.
3. Records we must retain for our own legal, tax and accounting obligations, such as invoices, payment records, and audit logs of security events, are kept for the statutory period regardless, in a form separated from your operational data.
4. Deletion is permanent, and we confirm it in writing to the owner on request.

10. Taxes and pass-through costs

All prices exclude tax. US state and local sales tax is added where the transaction is taxable, based on the billing address we hold. A valid exemption certificate suppresses it.

Keeping the billing address and any exemption certificate accurate is your responsibility. Where a taxing authority later determines that tax was due on your subscription and was not collected, that tax, and any interest and penalty on it, remain yours — except for a penalty caused by our own failure to remit tax we did collect from you.

Team plans include seat-scaled allowances for storage, transactional email, AI actions, maps/routing, and route optimization. Solo includes storage, transactional email, and maps/routing allowances but requires Solo AI for AI product access and its monthly AI pool. Purchasable top-ups and recurring capacity are disclosed in the account billing page and ADD-ONS.md; we do not silently bill unlisted usage overages.

Business texting is a separate optional service using a Spanstead-managed Twilio subaccount:

• $59 one-time setup, paid before registration work begins, for one business, brand, campaign, and US local texting number. Carrier approval and an activation date are not guaranteed.
• $39 per workspace per month, starting when you complete the activation checkout after approval, renewing monthly until canceled. There is no monthly texting charge during review. One US local number and recurring campaign fees are included.
• 1,000 SMS segments per UTC calendar month, shared across incoming and outgoing messages and all users. Included segments reset on the first of each month and do not roll over. Long texts and certain characters use multiple segments. Adding seats does not increase the pool.
• Optional $25 packs of 1,000 segments. Purchased segments roll forward and require an active texting subscription to use. No automatic top-ups or usage-overage charges apply. Outbound sending pauses when capacity runs out; incoming replies and opt-out requests continue and count toward usage.

These prices exclude applicable tax, shown at checkout. Manage or cancel texting through Manage billing in texting settings. A cancellation scheduled for the end of the paid period takes effect then. The setup fee covers registration work; the refund terms in this agreement govern refund requests. Your base subscription keeps its own billing schedule. Additional numbers, number transfers, MMS, WhatsApp, and voice are not included. Spanstead pays Twilio; you do not need a separate Twilio account.

Card payments you take from your own customers

Payment processing for your own customers runs on your own connected Stripe or Square account, at those providers' rates, billed to you by them. We never hold your funds, and the payment settles to your account rather than through ours.

Where you collect a card payment through Spanstead, we charge a platform fee on that payment. It is separate from, and in addition to, your processor's own rates:

Five things you should know about it:

1. Your customer never pays it. They are charged the invoice amount and nothing more. This is a fee on you, not a surcharge added to a cardholder's total — so it does not put you inside card network surcharging rules, it triggers no surcharge disclosure duty at your point of sale, and it is unaffected by the states that prohibit surcharging.
2. It is deducted at the processor, never invoiced to you. Stripe or Square splits each payment as it settles: your account receives the amount collected, less your processor's fees, less ours. Nothing is added to your subscription bill, and every deduction is visible in your own processor dashboard.
3. It applies only to payments taken through the product. Payments you take anywhere else — in your processor's own dashboard, over the phone, by cash, cheque or bank transfer — carry no fee from us. If you take no card payments through Spanstead you pay none of this.
4. A refund does not return it. You issue refunds in your own processor, and neither Stripe nor Square returns our fee on the original payment when you do. We do not return it either. The fee is charged on a payment that succeeded, not on work that was ultimately kept.
5. We give 30 days notice before raising it. At least 30 days written notice to the account owner before any increase to these percentages takes effect; a reduction may take effect at once. If you do not accept an increase, you may disconnect your payment processor or cancel under Section 6 before it applies. The rate that applied when a payment was taken is the rate charged on it — an increase never reaches back.

Beyond that fee we are not a party to the payment. The contract for the card transaction is between you, your customer and your processor, and the processor's own agreement governs chargebacks, disputes, reserves, and settlement timing.

11. Availability and separately agreed service levels

The standard launch offer does not include a percentage uptime guarantee or an automatic service credit schedule. The availability terms in Section 10 of the Legal Terms apply.

Any additional Enterprise uptime, response-time, support or recovery commitment must be stated in a written order form with its scope, measurement, exclusions and remedies. A sales conversation, roadmap item or plan name does not establish that commitment. Existing separately executed agreements remain governed by their own terms.