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Billing, Refund, and Cancellation Policy

Last updated: June 25, 2026

TvRMM billing is designed to be explainable from the agent ledger. The goal is not to trap customers with minimums, stale agents, cancellation windows, or hidden add-ons.

Hosted price​

The standard hosted TvRMM price is 0.50 U.S. dollars per active real agent per month, unless a protected price tranche, rate override, credit, promotion, or written agreement says otherwise.

First payment and account credit​

The first hosted payment is 2.50 U.S. dollars. It is not a setup fee. It becomes account credit toward actual usage.

If usage is lower than the first payment, the unused amount stays on the account as credit for future service.

What counts as billable​

Billing is based on active real agents. TvRMM excludes:

  • guest inventory rows that are not real in-guest agents;
  • deleted agents;
  • archived agents;
  • agents that have been offline for 30 or more days;
  • explicit non-billable system exceptions.

Any real agent installed for any part of a Pacific Time calendar day may count for that day unless excluded above.

Self-service agent limits​

Tenant owners can set self-service agent limits where the portal supports them. These limits protect billing from surprise agent growth. They do not block cleanup, uninstall, export, delete, update, or security operations for already enrolled agents.

Daily snapshots and true-ups​

TvRMM calculates usage from daily billing snapshots. Proration uses the actual number of days in the billing month.

Invoices may include:

  • current-period advance charges;
  • prior-period true-up charges;
  • prior-period credits;
  • account credit applied;
  • rounding credits;
  • protected price tranche details;
  • refunds or refund status where applicable.

Price protection​

TvRMM's public promise is that existing-agent pricing will not increase faster than U.S. inflation, and customers should receive more than 90 days of notice before a standard hosted price increase. Price protection is implemented through billing account records and protected tranches where available.

Payment processor​

TvRMM uses Stripe for checkout, payment methods, customer portal sessions, invoices, refunds, and payment status events. Stripe may apply its own payment, dunning, fraud, tax, card-network, and compliance rules.

TvRMM stores Stripe object identifiers and billing metadata, not raw card numbers or payment method secrets.

Cancellation​

Tenant owners may cancel hosted billing from the billing page when available or through support if portal cancellation is unavailable.

Cancellation should:

  • stop future paid billing immediately;
  • calculate unused paid service;
  • convert unused paid service to account credit or refund eligibility;
  • start 30 days of free wind-down access;
  • keep export, audit/log retrieval, uninstall, cleanup, and tenant deletion workflows available during wind-down;
  • block new billable agent enrollment during wind-down unless billing resumes.

Inactive unpaid accounts​

Accounts without billing setup may be deleted when they appear abandoned. TvRMM may delete an account or tenant when no real agent has been online for 30 or more days, no tenant owner or administrator has logged in for 90 or more days, and no billing setup exists.

This deletion path is separate from customer-requested cancellation and is meant to reduce stale data for accounts that never became active or were abandoned before billing setup.

Refunds​

TvRMM's customer promise is immediate prorated refund handling for unused paid time when refundable payment balance exists. Some refunds may require payment-processor settlement, manual review, or support approval when Stripe does not expose enough refundable payment context automatically.

If an automated refund cannot complete, TvRMM should preserve refund evidence and route the item for manual review instead of silently dropping the refund.

Billing disputes​

Customers should raise billing disputes promptly through the portal or contact form. Include the tenant, invoice period, agent count concern, and relevant dates. TvRMM will review billing disputes against agent history, daily snapshots, account credit, and refund records.

Taxes​

Prices are listed before taxes unless explicitly stated otherwise. Customers are responsible for applicable taxes, duties, or governmental charges except taxes based on vanRoojen LLC's income.

No hostage billing​

TvRMM will not intentionally use billing status to prevent safe export, uninstall, cleanup, deletion request workflows, or security work during the applicable wind-down or legally required period.