Paying for it

Three prices, and no bands. What you pay for the estate plan is the rate multiplied by the number of premises you are keeping records for — the same rate whether that is 10 or 150.

Paying annually is twelve months for the price of ten. Not a percentage — arithmetic you can check on the back of an envelope.

Which one you want

• One premises, and you only want the procedures. Buy the pack, once, at £79. There is no subscription and nothing renews.
• One premises, and you want the evidence trail too. The evidence log includes generating the procedure pack for that premises once it vests (below), so you need not buy the pack as well. On top of that it gives you decision records, the drill log, review reminders and the evidence export — record-keeping that is good practice, not required at standard tier.
• Several premises. Below 6, separate evidence-log subscriptions cost less than the estate minimum. From 6 upwards the estate plan is cheaper, and it adds the roll-up and pack generation for every premises. Whichever you choose, colleagues can be invited by email — each with their own login.

Changing the number of premises

Set it from Settings. The two directions behave differently, on purpose:

• Adding premises takes effect immediately and is charged pro rata. An annual estate that grows halfway through the year pays the difference for the six months remaining, not a full extra period and not a penalty.
• Removing premises takes effect at renewal. The period is already paid for, and refunding part of it would make archive a premises a way of withdrawing money.

You cannot set the count below the number of premises the organisation is actually running — that would sell you a ceiling you are already standing on. Archive what you no longer look after first; archived premises do not count.

Paying by invoice against a purchase order

Any annual plan can be invoiced instead of charged to a card, which is how most councils, dioceses and larger charities actually buy. Enter your purchase-order reference and we raise the invoice immediately, on 30-day terms, with bank transfer details on it.

The subscription does not activate until the first invoice is paid. It sits as pending, deliberately, because the money has not arrived: nothing is unlocked except the two exports — the evidence pack for each premises it covers and, on the estate plan, the estate roll-up — which stay available even if the order is then called off. Once it is paid, everything else switches on. The year you are paying for starts on the date of the invoice, not the day it is paid, so a council that takes the full 30 days still renews on the invoice's anniversary.

We email a reminder when the invoice falls due and again 14 days later. If you decide not to go ahead, tell us: we cancel the order, void its invoices, and nothing is owed. If it is still unpaid 60 days after its date we may cancel it ourselves, in writing, and again nothing is owed.

Whichever way you pay, you need a billing address in Settings before you can buy — purchases are refused until one is set. Every invoice is made out to your organisation at that address, so your finance team can match it to the purchase order, and changing it changes every invoice from then on, renewals included. We currently sell to UK customers only.

Renewing an annual plan

About 30 days before any annual subscription renews, every owner and the billing contact get an email giving the renewal date and the amount. A card plan is then charged to the card on file on the renewal date; an invoiced plan is sent a renewal invoice.

• If an invoiced renewal needs a new purchase order, enter its reference in Settings, on that subscription's row, before the renewal date. It is printed on the renewal invoice. If it arrives after the invoice has gone out, write to us and we reissue the invoice quoting it, with the same due date.
• If you are not renewing, cancel before the renewal date. It does not renew, and nothing is charged or invoiced.
• If an invoiced renewal was not wanted after all — nobody cancelled in time — an owner or the billing contact can tell us before the invoice's due date. If nothing has been created in the Service since the renewal date, we void the invoice and nothing is owed.

VAT

ITSM Ltd is not registered for VAT. We add none, our invoices carry no VAT line and no registration number, and there is nothing on them for your organisation to reclaim.

It is the same price however you pay. Card or purchase order, you are buying from ITSM Ltd and the invoice comes from us, made out to your organisation at the billing address in Settings. Card payments are taken by Stripe on our behalf. Every invoice has a footer saying no VAT has been charged and why, so your finance team is not left looking for a missing line.

If a payment fails

If a card payment fails, or an invoice for a renewal or for more premises goes unpaid past its due date, every owner — and the billing contact — is emailed a notice giving the amount, a link to pay it without signing in, and two dates. The last day to pay is at least 10 Business Days after the notice — a Business Day being a weekday that is not a public holiday in England — and in practice about three weeks, because we allow generously for bank holidays rather than risk giving you a day too early. The final date is 30 days after the notice.

• Nothing changes before the end of the last day to pay. The one exception is that the number of premises on an estate plan cannot be changed while a payment is overdue.
• If you need longer, an owner or the billing contact can reply to the notice and ask, before the last day. We will extend it once in any 12 months, by at least another 10 Business Days, and the final date becomes 30 days after the original last day to pay. We write to confirm both new dates.
• After the last day, creating new records, generating packs and reminder emails pause until the payment arrives. There is no second email to say it has started — the notice is the warning.
• Reading your records, and exporting the evidence for premises you have paid for, never pause, at any stage.
• Nothing extra is charged on anything paid by the final date — no interest, no late fee. A failed card payment may be retried automatically; however the retries go, nothing pauses sooner and nothing more is owed than the rest of this section says.
• If it is still unpaid after the final date, we may end the agreement, or end the subscription; if we do neither and it is still unpaid, it ends at the close of its current period and does not renew. Whichever happens, you owe the Fees only up to the day it ends — and never beyond the final date — counted by day, plus statutory interest on anything still unpaid after the final date where the law allows it. Your records stay exportable.

Clause 8.4 of the Terms is where this is written down as something you can hold us to, and it is the whole rule: this section only summarises it.

If a charge looks wrong, [write to us](/legal/terms-of-use#a2-contact-and-company-details) before you go to your bank. Disputes and chargebacks are handled by hand, and nothing is switched off because one has been raised — but a letter to us reaches the person who can put it right, and is usually quicker.

Included procedure packs, and when they unlock

The evidence log includes pack generation for its premises, and the estate plan for every premises — but neither from day one:

• Annual plans — at the end of the 30th day after we are first paid, when the money-back window closes.
• Monthly plans — from 90 days after we are first paid.

Packs are the only thing here delivered up front, so without the wait a plan could be bought for one month — or paid for annually and refunded — just to take the packs. Until it vests, one-off packs are available at £79 each.

Cancelling, and what survives it

Cancel from Settings, through the billing portal, where you can also update a card and download past invoices — or by writing to us, which is the way to do it while a reduction in the number of premises is waiting to take effect, because the portal may not be able to cancel then. Nobody will try to talk you out of it, and there is no number to ring.

Your records remain exportable after you cancel. Both exports — the per-premises evidence pack and the estate roll-up — keep working on a subscription you have ever held, not only a current one.

That is a deliberate split, and it is the honest one: writing evidence is the paid feature; reading your own evidence back is a right. What stops when you cancel is creating new packs, decisions, drills and reviews.

Review reminders normally stop too, because they go only to the owners of an organisation whose paid plan is in force — members are not emailed them at all. The exception is a one-off procedure pack, which never expires: an organisation that has bought one keeps receiving reminders after its subscription ends. The link at the foot of each one stops them for your own address, or write to us and we stop them. Section 6 of the Service Schedule lists every email the Service sends.

Refunds

What we offer, and the mechanics of getting it, are under Refunds and cancellation: section 3 of the Service Schedule, which an owner accepts along with the Terms. It is written to be read on its own by someone approving a spend.