Subscription & Refund Terms

Last Updated: October 24, 2026

These Subscription & Refund Terms govern paid subscriptions to DiveConnect.ai and are part of our Terms of Service. They describe plans, prices, AI credits, team seats, the free trial, add-ons, white-label, API access, Enterprise, support, billing, renewals, cancellation, and refunds for your subscription to us. All prices are in U.S. dollars.

Note: these terms concern only what you pay DiveConnect. We charge 0% commission on the sales you make to your own customers through your DiveConnect website, storefront, invoices, and point of sale — those are charged directly on your own connected Stripe account and you are the Merchant of Record (see Section 5 of the Terms of Service). Stripe's own card-processing fees on those sales are charged by Stripe to your Stripe account; DiveConnect neither takes nor pays them. Bookings you receive through our separate consumer marketplace at Diveconnect.io are governed by the Diveconnect.io Provider & Operator Agreement, not by these terms.

1. Plans & Prices

The Service is offered on three self-serve plans, plus Enterprise by agreement. Annual billing is charged once per year and equals ten months of the monthly price (two months free).

• Solo — US$199 per month, or US$1,990 per year. Includes 5,000 AI credits per month, 1 phone line, 1 domain, 10 GB of email storage per included domain, and the owner plus 2 team seats (Section 14).
• Crew — US$499 per month, or US$4,990 per year. Includes 15,000 AI credits per month, 1 phone line, 1 domain, 25 GB of email storage per included domain, and the owner plus 15 team seats (Section 14).
• Fleet — US$899 per month, or US$8,990 per year. Includes 30,000 AI credits per month, 3 phone lines, 3 domains, 50 GB of email storage per included domain, and unlimited team seats (Section 14).
• Enterprise — custom pricing starting at US$30,000, agreed in a signed order form (Section 17). Enterprise is not available through self-serve checkout.

The features available on each plan are shown on our pricing page and in your dashboard at the time of purchase. Hosted mailboxes are not charged per mailbox; email is limited by storage. Founding, early-adopter and design-partner discounts are described in Section 6.

2. AI Credits

One currency. AI features — AI phone calls and the phone interpreter, live translation, the Lily assistant chat, the dashboard assistant, AI-generated text, images, video, and voice, and certain outbound posts and text messages — consume AI credits from your account's credit balance.

• How usage is measured. Each metered action consumes credits based on the underlying third-party cost of performing it, at one credit per US$0.01 of that cost (rounded up), subject to the minimum rates below. Current rates include: AI phone calls and phone interpretation 25 credits per minute (minimum; each call is rounded up to the next whole minute); one live-translation exchange 1 credit; one Lily chat turn 3 credits; a recorded staff call's transcript and summary 1 credit per minute (rounded up); one dashboard-assistant reply 1 credit (free, up to 30 replies a day, before you start a trial or subscribe); a short AI text 1 credit; an AI image 5 credits; an AI video 50 credits; an outbound text message 5 credits per recipient. Your dashboard shows your balance and usage. Every plan, including a free trial, includes access to the full 13-member AI crew; plans differ by AI credits, seats, phone lines, and locations, not by which crew members you can use. Work your AI crew does on its own (drafting posts, review replies, newsletters and other content for your approval) consumes credits at its underlying cost, at least one credit per draft. You can set daily and monthly credit limits for your crew in your dashboard; when your credits run out, the crew pauses until credits are available again.
• Monthly allotment. Your plan's included credits are refreshed at the start of each calendar month (UTC).
• Monthly plans: included credits you do not use in a month expire when the next month's allotment is applied.
• Annual plans: unused included credits roll over from month to month for the rest of your annual term and expire at the end of that term.
• Order of use. Credits are used in this order: the current month's included credits, then rolled-over credits, then purchased top-up credits.
• Running out. When your balance is used up, credit-metered features pause until you buy a top-up, upgrade, or your next allotment arrives. A phone call already in progress is not cut off.
• No cash value. Credits are a measure of service usage, not money or stored value. They have no cash value, cannot be transferred or sold, and are not refundable or exchangeable for cash, except where the law requires otherwise.

3. Top-Up Credit Packs

You can buy additional credits at any time at US$0.04 per credit, in these one-time packs: 1,000 credits for US$40, 5,000 credits for US$200, and 10,000 credits for US$400. Purchased credits are added to your balance when payment completes, do not expire while your account remains open, and are forfeited if your account is deleted or terminated. Top-up purchases are non-refundable once the credits have been added, except for a billing error.

4. Free Trial

• New customers subscribing to a standard monthly or annual plan, or with a founding or early-adopter discount (Section 6), may be offered a 7-day free trial, limited to one trial per business, per account owner and per payment card. Design-partner prices are not combined with a trial.
• A payment card is required to start the trial. You are not charged during the trial.
• The trial includes 1,000 trial credits instead of your plan's monthly allotment. Unused trial credits expire when the trial ends and do not carry over; your plan's monthly allotment starts when the subscription converts. A domain is not included during the trial.
• Automatic conversion. Unless you cancel before the trial ends, your subscription converts automatically to the plan and billing period you chose, and your card is charged that plan's price on day 8 and on each renewal after that.
• Cancel anytime from Billing in your dashboard (which opens our secure billing portal). If you cancel during the trial, you will not be charged and your access ends when the trial ends.

5. Bundled Phone Line, Domain & Email; Add-Ons

• Phone lines. Each plan includes the number of phone lines shown in Section 1. A phone line is any number we rent for you, whether it is used for AI voice calls or for messaging (for example SMS or WhatsApp). Your AI voice front desk currently answers on one number per account; any further lines are used as messaging numbers. Connecting a number you already own and keep with your own carrier does not use a line. We can provision a new local number where available, which may require you to supply local regulatory documents.
• Phone line add-on. Each line beyond your plan's included lines is US$29 per month, in every country, billed as a separate recurring add-on subscription. Your first extra line is bought through a checkout before the number is rented; after that, each further line is added to that add-on and the prorated amount for the rest of the current period appears on your next invoice. Once a number has been provisioned or a port submitted, its charge is non-refundable, as described in our WhatsApp Commerce & Telecom Terms.
• Domains. You can connect a domain you already own or register one through us under our Domain Registration Agreement. For each domain included in your plan we credit up to US$20 toward its registration and each renewal; you pay any amount above that (for example, for a premium name). Additional domains are US$29 per month each, plus their registration price.
• Email storage. Email storage on each domain is a hard limit: your plan's allowance per domain shown in Section 1, and never more than 50 GB per domain. We do not charge for email storage overage. When a mailbox or domain reaches its limit, new mail to it may be refused until you free up space, add another domain, or move to a plan with a larger allowance.
• Messaging numbers. A dedicated messaging number we rent for you (for example, for WhatsApp) uses a phone line as described above; there is no separate per-country number price. Meta's WhatsApp fees bill to your own WhatsApp Business Account, not to us.

6. Founding, Early-Adopter & Design-Partner Discounts

• Founding and early-adopter discounts are offered by agreement only. A founding or early-adopter discount agreed in a signed order form applies as stated there, to the Crew plan billed monthly. It cannot be combined with annual billing or another plan; changing to annual billing or another plan ends it.
• Early-adopter discount. It applies for the period stated in the order form. When that period ends, the standard monthly price applies automatically from the next renewal.
• Founding discount. It is given in exchange for the commitments stated in the order form (for example a case study, reference calls and regular feedback calls). If those commitments are withdrawn or not met, we may, after notice, arrange to move the subscription to the early-adopter terms for the rest of its first 12 months, and to the standard price after that.
• Cancellation. A founding or early-adopter discount lasts only while the subscription remains continuously active. If the subscription is cancelled or lapses, the discount ends and cannot be reinstated.
• Design partners (by invitation only) pay US$39 per month, billed monthly, for a 12-month term, for the Fleet plan's features with 1,000 AI credits per month and no included phone line or domain, in exchange for providing regular product feedback. If a design partner stops providing feedback, or at the end of the term, we may move the subscription to a founding discount or standard pricing after notice.

7. Billing, Payment & Taxes

Dive Connect, LLC is the seller of your subscription. Payments are processed by Stripe; we do not store full card numbers on our servers. Prices exclude taxes. Applicable sales tax, VAT, or GST is calculated by Stripe Tax from your billing address and added at checkout and on each invoice; business customers can provide a tax ID for reverse-charge treatment where it applies.

8. Renewals

Subscriptions renew automatically at the end of each billing period (monthly or annual) at the then-current price until you cancel. By subscribing, you authorize us to charge your payment method for each renewal and for any add-ons you buy.

9. Plan Changes

You can change plan or billing period from Billing in your dashboard, which opens our billing portal hosted by Stripe. Upgrades and downgrades both take effect immediately when you confirm them; we do not schedule a downgrade for the end of the period. The prorated difference for the rest of the current period is invoiced at the time of the change: an upgrade is charged straight away, and a downgrade produces a credit on your account that is applied to your future invoices (it is not refunded to your card).

• From the change, your features, AI credit allotment, and allowances are those of the new plan. Features the new plan does not include stop at the change; for example, moving off Fleet ends API access and white-label.
• Nothing you already have is removed, released, or switched off automatically because of a downgrade: phone numbers, domains, mailboxes, and connected channels keep working. While you have more of them than the new plan includes, adding another one needs a paid add-on (Section 5) or a higher plan. We may ask you to either keep the extras as paid add-ons at the prices in Section 5 or release them, and we will not release a phone number or a domain because of a downgrade without contacting you first.
• Team members are never removed because of a plan change. If you have more team members than the new plan includes, they keep their access, but you cannot invite new members until you are within the limit (Section 14).

10. Cancellation

You can cancel at any time from Billing in your dashboard. Cancellation takes effect at the end of your current billing period: you keep access until then, and you will not be charged again. You can undo a scheduled cancellation before the period ends.

11. Refunds

Subscription fees, add-ons, and credit packs are non-refundable, and we do not give refunds or credits for partial billing periods, unused credits, or unused features, except where the law requires otherwise. If you believe you were charged in error, contact support@diveconnect.ai and we will review it. Consumers in some jurisdictions may have additional statutory rights, which these terms do not limit.

12. Failed Payments, Suspension & Lapse

• Past due. If a renewal payment fails, Stripe retries the charge over several days and your access continues while it does. Please update your payment method from Billing.
• Lapsed. If the subscription ends unpaid or is cancelled, your dashboard is restricted to the Billing page until you resubscribe, and paid features may stop working. While lapsed, your account is treated as the Solo plan for team seats and support. Phone or messaging numbers we rented for you may be released back to the carrier, as described in our WhatsApp Commerce & Telecom Terms.
• Your data. A lapse does not by itself delete your data; you can restore access by resubscribing or delete your account at any time (see Data Deletion). We may delete data of an account that stays lapsed for an extended period after giving you notice, subject to our Data Processing Addendum and legal retention obligations.

13. Price Changes

We may change prices, credit allotments, or credit rates. We will give you at least 30 days' notice by email before a change applies to your existing subscription, and it will take effect at your next renewal after that notice. If you do not agree, you can cancel before it takes effect. The price agreed for a founding discount is not increased while that subscription stays continuously active.

14. Team Seats

• Seats per plan. Solo includes the owner plus 2 team seats; Crew includes the owner plus 15 team seats; and Fleet includes unlimited team seats. Subscriptions with a founding or early-adopter discount have Crew's seats and design partners have Fleet's seats.
• What uses a seat. A team member who can work in your account (an admin or editor, including an invitation that has not been accepted yet, and staff members) uses a seat. Read-only viewers and DiveConnect operators working on your account do not use seats.
• Over the limit. Existing team members are never removed because of the seat limit. When you are at or over the limit, new invitations and changing a viewer into an admin or editor are blocked until you are within the limit or move to a plan with more seats.

15. White-Label (Fleet)

White-label is included in the Fleet plan (and the design-partner program, which has Fleet's features) at no extra charge; there is no separate white-label fee. While that subscription is active, DiveConnect branding is removed from what your customers see: your website, booking pages, forms and diver links, and the booking emails we send to your customers on your behalf. Those emails are sent in your business's name and, once you have verified a sending domain for your custom domain, from that domain. Payment pages hosted by Stripe (Stripe Checkout and payment links) may still show Stripe's own name and branding, which we do not control. White-label ends if the subscription lapses or moves off Fleet. White-label does not change who provides the Service or your obligations under these terms, and we may still identify ourselves to your customers where the law requires it.

On other plans, your website, booking pages and customer emails may show a "Powered by DiveConnect" credit. You can turn the credit off for customer emails in your email settings.

16. API Access (Fleet and Enterprise)

If your plan includes API access (Fleet and Enterprise), you may create API keys and webhook endpoints for your account, on these terms:

• Acceptable use. Use the API only to access your own account's data and to operate your business, in line with our Terms of Service and Acceptable Use Policy. Do not use it to scrape, resell, or build a competing service, to probe or overload the Service, or to get around plan limits.
• Rate limits. Each key may make 60 requests per minute by default (you can set a key's limit up to 100), and all of your account's keys together may make at most 300 requests per minute. Requests above a limit are refused with an HTTP 429 response until the minute window resets. Limits are published in our API documentation; we may change them to protect the Service.
• Key security is your responsibility. A key is shown only once, when you create or rotate it; we keep only a one-way hash and cannot show it again. Keep keys and webhook signing secrets confidential, give each key only the access it needs, and rotate or revoke a key promptly if it may have been exposed. You are responsible for all activity made with your keys.
• Suspension. We may throttle, suspend, or revoke a key that is abusive, appears compromised, or puts the Service or other customers at risk, with notice where practical.
• Versioning. The API is versioned in its path (currently /api/v1). We may add fields, endpoints, and event types without notice; your integration should ignore what it does not recognize. We will give at least 90 days' notice by email before removing or making a breaking change to a version you use, except where a change is needed urgently for security or legal reasons.
• Webhooks. Webhook delivery is best-effort and is not guaranteed. A failed delivery is retried with increasing delays, up to 10 attempts in total. An endpoint is disabled automatically after 20 failed delivery attempts in a row (over at least 24 hours), until you re-enable it in your dashboard. Events can arrive more than once or out of order, so verify each event's signature and handle duplicates.
• Your endpoints and your data. You choose and control your webhook endpoints and what your keys can read. Webhook payloads and API responses can include your customers' contact details (for example name, email address and phone number), and we send them to the endpoints you set. Data you retrieve through the API or receive by webhook is under your control once it leaves the Service; you are responsible for protecting it, as described in our Data Processing Addendum.

17. Enterprise

Enterprise is for businesses that need more than Fleet: custom builds and integrations, dedicated support, and a service-level agreement. Enterprise is provided on top of an active Fleet subscription: the Service features you receive are those of Fleet, and Enterprise adds dedicated support and whatever else your order form sets out. If the Fleet subscription lapses, Enterprise support stops with it unless your order form says otherwise. Pricing starts at US$30,000 and is set out in a signed order form or statement of work. That document governs the Enterprise scope, price, term, payment terms, support, and any service-level commitments, and it prevails over these terms where they conflict. White-label deployments beyond Section 15, self-hosting, and access to source code are not included in any plan and are available only on request, if agreed in that document. Enterprise is sold only through our sales team: contact us to discuss it.

18. Support

• All plans. Support by in-app ticket, the support chat in your dashboard, and email at support@diveconnect.ai. We aim to send a first response within 1 business day.
• Fleet. Priority support: tickets you open from your dashboard go ahead of the standard queue, with a first-response target of 4 business hours. You can also request a live onboarding call from Support in your dashboard; you can have one open request at a time.
• Enterprise. Dedicated support with response targets and any service-level commitments set in your order form.
• Response times are targets, not guarantees, and do not carry service credits unless an Enterprise order form says otherwise.

19. Changes to These Terms

We may update these Subscription & Refund Terms. We will post the updated version here, revise the "Last Updated" date, and tell you by email about material changes, which take effect at your next renewal.

20. Contact

Questions about billing or these terms? Contact support@diveconnect.ai.