Billing, Cancellations & Refunds Policy

New facilities receive a 14-day free trial of the full platform. A valid payment method is required at sign-up to start the trial — you will not be charged until the trial ends, and you can cancel any time before then to avoid the first invoice. At the end of the trial, the card on file is automatically charged for the plan you selected and your account converts to a paid subscription. If you cancel during the trial, your data is retained for 90 days so you can subscribe later without re-onboarding.

Current plans, prices, and what each plan includes are listed at caremar.org/#pricing. Subscriptions are billed monthly and renew automatically until cancelled.

All charges are processed by Stripe. By providing a payment method you authorize CareMAR (via Stripe) to charge that method on each renewal date for the then-current price of your plan and any usage-based charges incurred during the prior billing period.

SecureSign is an optional e-signature add-on billed at $19.95 per month per facility. Each billing month includes 25 envelopes (one envelope = one signature request sent to one signer for one document). Additional envelopes beyond the included 25 are charged at $0.50 per envelope as metered usage and appear on your next monthly invoice.

The first time a send would exceed the included 25, the caregiver is asked to acknowledge the $0.50 overage rate before the envelope is sent. Once acknowledged for the current billing period, subsequent overage sends in the same period proceed without re-prompting.

You can cancel SecureSign at any time from Account → SecureSign. Cancellation takes effect at the end of the current paid month — you keep access through the date you've already paid for.

You can also pause SecureSign for one month from the same screen. Paused subscriptions skip their next renewal charge and automatically resume one month later. Sends are blocked while paused. Pausing more than once per 12 months is at our discretion to prevent abuse of the included envelopes.

You may cancel any subscription at any time from Account → Billing or by emailing support@caremar.org from the email address on file. Cancellations take effect at the end of the current paid period — you retain access through that date and are not charged again.

You may continue to read and export your data after cancellation. Export tools are available under Settings → Data Export and produce a ZIP of resident records, MAR history, and uploaded documents.

Monthly subscriptions. We do not refund monthly charges for partial periods. If you cancel mid-month, your access continues until the end of the period you've already paid for.

SecureSign overage charges. Per-envelope overage charges are non-refundable once the envelope has been sent to a signer, because the third-party signing provider has already been billed. If an envelope failed to send because of a CareMAR-side error, we will reverse the overage charge — email support@caremar.org with the envelope reference.

Service outages. Sustained outages caused by CareMAR may be eligible for a service credit on a case-by-case basis. We do not currently publish a contractual SLA; email us if you experienced an outage that affected your facility's operations.

If a renewal payment fails, we will attempt to charge again over the following 14 days and notify the billing email on file. If payment is not collected within that window, the account is moved to a read-only state — you can still log in and export data, but new MAR entries, faxes, and signature sends are disabled until payment is restored.

Accounts that remain in a read-only state for more than 60 days may be suspended. Data is retained for 90 days after suspension before deletion.

We may change subscription prices with at least 30 days' advance notice to existing subscribers, sent to the billing email on file and posted on the pricing page. If you do not accept the new price you may cancel before the change takes effect; any payment already made for the current term is honored at the prior price.

If you believe a charge is incorrect, please contact support@caremar.org before initiating a chargeback with your card issuer. We respond to billing inquiries within one business day and almost all disputes can be resolved directly.

Accounts that initiate chargebacks without first contacting support may be suspended pending resolution.

Listed prices do not include sales tax, VAT, or similar transaction taxes. Where required by law, those taxes are calculated by Stripe and added to your invoice. CareMAR does not collect taxes in jurisdictions where we are not required to register.

All billing questions: support@caremar.org. Please include the facility name and the last 4 digits of the card on file so we can locate the account quickly.