Last updated: October 13, 2026
Related: Terms of Service Trust and Commitments Privacy Policy Data Processing Addendum
This Refund and Cancellation Policy explains how NorthReeve Software LLC ("NorthReeve", "we", "us", or "our") bills, credits, and refunds fees for the Services: every NorthReeve product and service, including ServiceAven (formerly Glide by Blade), GetLibre PBX, and custom software and professional services. It explains Sections 5 through 8 of our Terms of Service (the "Terms") and is part of the Agreement described there. If this Policy and the Terms conflict, the Terms control, and your Order controls its own scope, pricing, cancellation timing, and refund treatment. Capitalized terms not defined here have the meanings given in the Terms.
Unless your Order states otherwise, the recurring base fee for a subscription is billed in advance for each monthly Billing Period, and fees measured by usage or count (for ServiceAven, the active-client fees) are billed in arrears and may appear on the next period's invoice. Invoices are due within 15 days after we issue them. We charge a card or bank account automatically only if you sign a separate payment authorization.
Except where the law requires otherwise, or your Order or the Terms expressly say otherwise, amounts properly charged for a Billing Period that has passed, or for services already performed, are not refundable. That includes periods in which you did not use the Services.
If you end a subscription, or stop using it, during a Billing Period, you do not receive a prorated refund of that period's base fee. The Services stay available to you until the period ends. Fees measured for the final Billing Period, such as ServiceAven active-client fees, are invoiced after it ends. No fees are charged for later periods.
If we overcharge you or make a billing error, we will refund or credit the difference once it is confirmed, at your choice where reasonably practicable. To dispute an invoice, write to us within 30 days after you receive it, with the amount and the reason (Terms Section 6.4). Undisputed amounts remain payable when due, and we do not charge late interest on, or suspend service for, an amount disputed in good faith while we review it.
We refund the prepaid subscription fees for the unused part of a prepaid period, prorated, in two situations only:
In either case no fees are charged for later periods.
Hosted Products have a 99.5 percent monthly availability target (Terms Section 15). Downtime does not create a refund, service credit, or fee reduction. We may choose to issue a goodwill credit in a particular case; it applies only to future invoices and has no cash value. If availability does not meet your needs, you can stop renewal at any time before the next Billing Period.
Onboarding, setup, migration beyond ordinary onboarding, and other professional services are charged only where your Order or statement of work includes a fee for them. Those fees are earned as the work is performed and are refunded only as the Order or statement of work states. Fees for custom software are billed and refunded as its statement of work states.
Charges from other providers, such as your phone carrier for numbers, minutes, and texting, your payment processor, your accounting software subscription, your domain registrar, or a prior vendor's export fees, are billed by those providers under their own terms. We cannot refund them, but we will help you raise a problem with the provider where we can.
Unless your Order states a fixed term, each subscription renews automatically for successive monthly Billing Periods until you stop it, and by accepting an Order for a renewing subscription you agree to these renewal terms. You can stop renewal at any time by written notice delivered before the next Billing Period begins, including by email to sales@northreeve.com from your account's email address. If you subscribed online, you may also stop it online. We will acknowledge your notice. Nonrenewal takes effect at the end of the current Billing Period, and you keep access until then. We do not require you to call, wait on hold, or take steps more burdensome than the ones you used to sign up. No early termination fee applies to a month-to-month subscription. If your Order sets a fixed term, it states the renewal and early termination terms, and we send any renewal reminder the law requires.
After a subscription ends, you can still request a standard export of your data for 90 days, unless your Order states a different period (Terms Section 11.5).
Unless your Order fixes a price for a stated period, we give at least 60 days' written notice before increasing recurring fees, and an increase applies only from a renewal after that notice period. If you do not agree, you may stop renewal before the increase takes effect.
If you believe a charge is wrong, please contact us first at sales@northreeve.com so we can resolve it through the dispute process above. If a valid charge is reversed through a chargeback, the amount remains payable, and we may provide records of your Order, your use of the Services, and this Policy to contest the chargeback.
Email sales@northreeve.com from the email address on your account with your company name, the invoice, and the reason for your request. We will respond within a reasonable time. Refunds go to the original payment method, or are applied as a credit if you prefer.
We publish each version of this Policy with the Terms and keep a frozen copy in the legal archive. A new version applies as Terms Section 23 describes.
Billing, refund, and cancellation questions: sales@northreeve.com.