Plain-language summary: Subscriptions renew automatically. Subscriptions can be canceled anytime. Free trials don't need a refund — just don't add a payment method. One-time audits are non-refundable once the scan has run. We target 99.9% uptime and offer service credits if we miss it.
Scope: Subscription terms, billing, refunds, support, uptime, maintenance, and credits for all AppReclaim service offerings.
1. Subscription Term & Renewal
Monthly or 1/3/5-year terms available; auto-renews at then-current rates unless canceled in writing before term end. You may cancel at any time through your account settings or by contacting support@appreclaim.com.
2. Fees & Payment
- Advance billing via Stripe
- Arrears billing for usage-based add-ons where applicable
- 7-day grace period for failed payments; late fees (1.5% monthly) and service suspension possible thereafter
- All fees are non-refundable except as provided in Section 2A below
2A. Refund Policy
Summary: One-time audits are non-refundable once the scan has run. Subscriptions can be canceled anytime.
Subscription Plans (Starter, Growth, Scale, and MSP Partner tiers)
- Cancellation: Cancel anytime from the billing page. Cancellation stops future charges; access continues until the end of the current paid period.
- Refunds: Subscription fees already charged are not refunded, including partial months or the unused portion of an annual term, except where required by law.
One-Time Audit Purchases
- Full refund available if requested before a scan is initiated
- No refunds after scan initiation, as service has been substantially delivered
- If technical issues prevent scan completion, full refund or credit for future use at your choice
Add-On Purchases
- Client slot add-ons (MSP Partners): Prorated refund for unused slots upon downgrade request
- Usage-based overages: Non-refundable as services have been consumed
How to Request a Refund
Contact support@appreclaim.com with your account email and refund reason. Refunds are processed within 5-10 business days to the original payment method.
2B. Free Trial Terms
- Trial Duration: 14-day free trial available for subscription plans where offered
- Trial Features: Full access to plan features during trial period
- No Payment Required: No credit card required to start a trial — because no charge is incurred, no refund is required at the end of the trial; simply do not add a payment method
- Conversion: At trial end, you may subscribe to continue or your access will revert to free tier capabilities
- Data Retention: Trial data is retained for 30 days after trial expiration to allow subscription activation
- Trial Limitations: One trial per organization; trials may not be combined with other promotional offers
3. Plan Limits & Entitlements
Integrations, optimization rules, API access, exports, and admin seats vary by plan tier. Current entitlements are displayed in your portal dashboard.
3A. MSP Partner Plans
MSP Partner subscriptions (MSP Starter, MSP Professional, MSP Enterprise) include:
- Client Slot Allocations: Base client slots per tier with optional add-on purchases
- Multi-Tenant Dashboard: Unified view across all client organizations
- White-Label Reports: Custom branding on PDF reports and client-facing materials (Professional and Enterprise tiers)
- White-Label Portal: Custom domain and full branding (Enterprise tier)
- PSA / Billing Exports: CSV-based exports of license and billing data for use with your existing PSA tooling. AppReclaim does not currently maintain live API connections to third-party PSA platforms.
- Priority Support: Dedicated partner success resources (Enterprise tier)
- Extended Rollback Window: 60-day rollback window for reclaim actions on Enterprise tier (30 days on other tiers). Managed clients inherit their MSP's window.
MSP entitlements are detailed in the partner portal and may differ from direct customer plans.
3B. One-Time Audit Purchases
One-time audit purchases (Small, Mid, Enterprise — available for M365, Google Workspace, or both) include:
- Single platform scan with full idle seat detection
- Write OAuth access for reclaim/downgrade execution within the portal access window
- Portal access window by tier: Small: 14 days · Mid: 30 days · Enterprise: 60 days from purchase
- PDF report with AI-powered insights and recommendations
- Email support during the portal access period
- Rollback window: 30 days from action execution; 60 days for Enterprise audits and managed-client audits where the parent MSP is on the Enterprise tier
One-time purchases do not include recurring access, scheduled scans, recurring scan capabilities, reclaim workflows beyond the portal access window, or API access.
3C. Free Scan Terms
Free scans (M365 Free Scan, Google Free Scan) include:
- Read-only OAuth access for license discovery
- Idle seat identification and savings projections
- Summary dashboard with high-level findings
Free Scan Limitations
- No Write Access: Free scans do not include action execution (reclaim, downgrade, restore) capabilities
- No Detailed Export: User-level data export requires upgrade to paid subscription or one-time audit
- Limited History: Free scan results retained for 90 days
- Single Scan: One active free scan per platform per organization
Free Scan Data Retention
- Free scan data inactive for 12 months may be subject to deletion
- 30-day advance notice sent before any data deletion
- Subscribe to a paid plan to retain scan data indefinitely
4. Support & Response Targets
| Priority | Example | Target Response |
|---|
| P1 Critical | Service down, security breach indicators | 4 business hours |
| P2 High | Degraded function, no workaround available | 1 business day |
| P3 Normal | Minor issue, feature request | 2 business days |
Support available via email (support@appreclaim.com) and in-app chat during business hours (9am–6pm Mountain Time, Monday–Friday, excluding U.S. federal holidays). Scale and MSP Enterprise customers receive a named customer success contact.
5. Availability
- Uptime target: 99.9% monthly availability
- Scheduled maintenance: Off-peak hours with 48-hour advance notice
- Emergency maintenance: As needed with reasonable notice
- Incident communications: Sent via email to account admins and surfaced via in-app banner. A public status page is on our roadmap; until then, incident updates are emailed and posted in-product.
6. Credits
Service credits for downtime below target due to causes within our control:
| Monthly Uptime | Service Credit |
|---|
| 99.0% - 99.9% | 5% of monthly fee |
| 95.0% - 99.0% | 10% of monthly fee |
| Below 95.0% | 20% of monthly fee |
Credits are sole remedy for downtime; must be requested within 30 days of incident.
7. Security & Privacy
Security measures include TLS 1.3 in transit, AES-256 at rest, role-based access control, monitoring, and secret-vault encryption. The Privacy Policy and embedded DPA govern personal data processing. See our Security page for details.
8. Termination for Cause
30-day cure period for material breach; data export available for 30 days post-termination; deletion/return per Privacy Policy and DPA.
9. Governing Law
State of Colorado, USA; exclusive venue in state and federal courts located in Denver, Colorado.
10. Related Documents
11. Beta, Preview & Early-Access Features
Features identified in-product as "Beta," "Preview," or "Early Access" are provided as-is, without warranty, and are excluded from the uptime, support, and service-credit commitments above. They may change or be withdrawn at any time without notice.
12. Change Log
- May 12, 2026 — Aligned MSP tier names (MSP Starter / MSP Professional / MSP Enterprise) and audit tier names (Small / Mid / Enterprise) with the Pricing page; corrected portal access windows (14/30/60 days). Added tier-based rollback window, 7-day payment grace period, free-trial no-refund clarification, MT business-hours timezone, and Beta exclusion from SLA.
- January 18, 2026 — Initial publication.
