Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy applies to paid subscription plans offered by Hydrovac Hotline ("we," "us," or "our") for hydrovac service providers listed on our platform at hydrovachotline.org.

We want you to be satisfied with our services. This policy outlines how cancellations and refunds are handled for our provider subscription plans.

All subscription payments are processed securely through Stripe. By subscribing to a paid plan, you agree to the terms outlined in this policy.

2. Subscription Plans

We offer the following subscription options for hydrovac service providers:

Free Tier: Basic network listing with standard features at no cost. No payment information required.
Industry Supporter (Monthly): Premium features billed on a monthly recurring basis.
Industry Supporter (Annual): Premium features billed annually at a discounted rate.

Full details of each plan's features are available on our Join page.

3. Cancellation Process

You may cancel your paid subscription at any time. There are no cancellation fees or long-term commitments.

How to Cancel

You can cancel your subscription using any of the following methods:

Stripe Customer Portal: Log in to your provider dashboard and click "Manage Subscription" to access the Stripe customer portal, where you can cancel directly.
Email: Send a cancellation request to support@hydrovachotline.org with your company name and the email address associated with your account.
Phone: Call us at 1-833-EASY-DIG (1-833-327-9344) and request cancellation.

We will process your cancellation request within 1 business day and send you a confirmation email.

4. What Happens After Cancellation

When you cancel your paid subscription:

Service continues until end of billing period: Your paid features (top placement, instant lead delivery, premium features) remain active until the end of your current billing period. You will not be charged again.
Automatic downgrade: At the end of the billing period, your account will automatically be downgraded to the Free tier.
Listing preserved: Your company listing remains in our network on the Free tier. Your company information, profile, and service areas are not deleted.
Lead delivery changes: After downgrade, you will continue to receive leads but with standard (non-priority) delivery timing.

Want to Re-Subscribe?

You can upgrade back to a paid plan at any time through your provider dashboard. Your listing and account data are preserved, so upgrading is seamless.

5. Refund Eligibility

Our refund policy varies based on the type of subscription plan:

Monthly Subscriptions

No refunds are provided for monthly subscription payments. When you cancel, your service continues through the end of the current monthly billing period. You will not be charged for the next month.

Annual Subscriptions

Prorated refunds may be issued for annual subscription plans under the following conditions:

You cancel within the first 30 days of your annual subscription and request a refund
The refund amount will be prorated based on the number of unused full months remaining in your annual term
Refund requests made after 30 days will be evaluated on a case-by-case basis

Exceptions

We may issue refunds outside the standard policy in the following cases:

Billing errors: If you were charged incorrectly or billed after cancellation
Service disruption: If a significant, extended service outage prevented you from using paid features
Duplicate charges: If you were charged multiple times for the same subscription period

6. How to Request a Refund

To request a refund, please contact us with the following information:

Your company name
The email address associated with your account
The reason for your refund request
The subscription period for which you are requesting a refund

Submit a Refund Request

Email: support@hydrovachotline.org

Phone: 1-833-EASY-DIG (1-833-327-9344)

We will review your refund request within 5 business days and notify you of the outcome via email. If approved, refunds will be processed to your original payment method through Stripe. Please allow 5–10 business days for the refund to appear on your statement.

7. Free Tier

Our Free tier is always available to all hydrovac service providers at no cost. The Free tier includes:

Basic network listing
Standard lead delivery
Company profile page
Service area listing

No payment information is required to use the Free tier. You can register and maintain a Free listing indefinitely without any financial commitment.

If you cancel a paid subscription, your account will automatically revert to the Free tier, so you never lose your presence in our network.

8. Contact Information

If you have questions about this Refund & Cancellation Policy or need assistance with your subscription, please contact us:

Hydrovac Hotline