Billing, Cancellations & Refunds Policy

Every account receives one 14-day free trial of the full platform, for its first home. Homes added to the account later are billed from the day they are added, with no trial. 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 14 days so you can subscribe or export without re-onboarding, and is permanently deleted after that. We email an export link the day the trial ends and again 7 days, 3 days and 1 day before deletion.

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, added as a line on your existing CareMAR subscription. Each period includes 25 envelopes. One envelope is one send, counted once — it covers every document included in that request and both signers (the facility administrator and the resident's responsible party), however many pages or forms that comes to. Additional envelopes beyond the included 25 are charged at $0.50 per envelope as metered usage and appear on your next monthly invoice.

The envelope allowance runs on a rolling 30-day period that starts when you activate SecureSign and resets every 30 days thereafter. That reset is tracked separately from your invoice date, so the day your envelopes refill and the day you are billed may not be the same calendar day. Unused envelopes do not carry over to the next period.

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 → Plan & billing. Cancellation takes effect at the end of the current paid month — you keep access through the date you've already paid for, and the rest of your CareMAR subscription is unaffected.

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 → Plan & billing or by emailing [email protected] 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 Account → Export data 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. An envelope is counted at the moment it is sent — once the documents have been prepared and the invitation emails have gone out to the signers. Overage charges are non-refundable after that point, because the send has already been performed and delivered. Whether the recipient goes on to sign does not change the charge: an envelope that is sent and never signed still counts against your included 25 and is still billable as an overage.

Failed sends are never charged. If a send does not complete, it does not count against your included envelopes and produces no overage charge — the envelope slot is released automatically. If you believe you were billed for an envelope that never went out, email [email protected] with the envelope reference and we will review it and reverse the charge.

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 retry the card over the following 7 days and email the billing address on file each time an attempt fails. Nothing changes about your access during this window — you keep full use of the platform while we retry, so a card that expired over a weekend never interrupts a medication pass. Seven days covers a full business week, which is what a bank fraud hold or a reissued card usually needs.

If the balance is still unpaid at the end of that 7-day retry window, the subscription is cancelled and a 14-day retention window begins. During those 14 days you can still sign in, view and export everything — records become read-only, not locked away — and resubscribing restores the facility exactly as it was with no re-onboarding — your records are still here until the window closes. We email you on the day cancellation takes effect and again 7 days, 3 days and 1 day before deletion, each time with a direct export link and the deletion date. At the end of the 14 days the facility and all of its resident records are permanently deleted.

Fourteen days is long enough to get through a vacation, a hospital stay or a reissued card without losing anything. We don't keep records longer than that: resident records are protected health information, and holding PHI for a facility that is no longer our customer is a risk to that facility's residents as much as to us. Export before the window closes.

At any point in this process you can email [email protected] and we will hold the account open while we sort it out. We would rather keep a facility running than close it over a declined card.

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 [email protected] 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: [email protected]. Please include the facility name and the last 4 digits of the card on file so we can locate the account quickly.