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  1. 1. How Billing Works
  2. 2. Cancellation
  3. 3. 14-Day Refund Window
  4. 4. Billing Errors
  5. 5. How Refunds Are Processed
  6. 6. Exceptions
  7. 7. Changes to This Policy
  8. 8. Contact

Effective Date: July 28, 2026 Last Updated: July 28, 2026

This policy explains how billing works on Utso, how to cancel, and when you’re eligible for a refund. It should be read alongside our Terms of Service.

1. How Billing Works

Utso bills on a usage basis, in arrears. You are never charged in advance for a period you haven’t used yet:

  • Every new company gets a 2-month free trial of Core HR, with no payment details required to sign up.
  • After the trial ends, you’re billed monthly based on what you actually used that month: active employees on Core HR, plus any add-ons (Payroll, Recruitment, CRM) you’ve enabled, each metered on its own usage (job posts, CRM client blocks, and so on).
  • Because billing is in arrears, a charge only ever covers usage that already happened by the time it’s issued.

2. Cancellation

You can cancel your subscription at any time from your account settings, or by emailing [email protected].

Cancelling stops future billing. Since Utso bills in arrears, there’s no prepaid period to prorate. You’ll only ever be charged for usage up to your cancellation date, on your next regular billing date.

Cancelling is not the same as deleting your account. Cancelling stops billing, but your account and your data stay in place. To delete a user account or a company account, including how to request deletion without signing in, see Account & Data Deletion.

3. 14-Day Refund Window

If you’re not satisfied with a charge, you can request a full refund of that charge within 14 days of the charge date. To request one, email [email protected] with your account name and the billing date you’d like refunded. No detailed justification is required.

Refund requests made after the 14-day window has passed for a given charge are not eligible under this section, except as described in Section 4.

4. Billing Errors

If a charge is incorrect because of a system or billing error on our part (for example, a metering mistake or a duplicate charge), we’ll correct it and refund the affected amount regardless of how much time has passed since the charge. Email [email protected] with the details and we’ll investigate.

5. How Refunds Are Processed

Approved refunds go back to the original payment method used for the charge. Processing typically takes 5 to 10 business days, depending on your bank or mobile financial service provider.

6. Exceptions

We may decline a refund request where there’s evidence of abuse of this policy (for example, repeated trial-and-refund cycles intended to use the Service without payment) or fraudulent activity on the account.

7. Changes to This Policy

We may update this policy from time to time. Material changes will be communicated by email or an in-product notice before they take effect.

8. Contact

Questions about billing or refunds can be sent to:

  • General support: [email protected]
  • Phone: +88 01304-220-033
  • Business Hours: Saturday to Thursday, 10:00 AM to 7:00 PM (BST)