Subscription policies

This article summarizes the policies that govern your Local Line subscription. For full legal terms, see the Local Line Terms of Service. For day-to-day subscription management, see Managing your subscription and Billing & invoices.

Billing intervals

Local Line offers two billing cycles:

• Annual — billed once per year, upfront. Saves 20% compared to monthly billing.
• Monthly — billed each month on the same date you signed up.

You can switch between cycles at any time. Switching to annual takes effect immediately. Switching from annual to monthly takes effect at the end of your current annual term.

Auto-renewal

All Local Line subscriptions renew automatically:

• Monthly plans renew on the same calendar day each month.
• Annual plans renew on the same calendar day each year.

You'll receive a reminder email before each annual renewal. To prevent renewal, cancel your subscription before the renewal date.

Onboarding eligibility

Local Line provides hands-on onboarding for customers who commit to a longer-term relationship with the platform. Onboarding eligibility is determined by your billing arrangement at signup:

Customers eligible for full onboarding:

• Annual plans (paid upfront)
• Monthly plans with a 12-month term commitment

These customers receive:

• Full account setup performed by a dedicated onboarding manager
• Multiple onboarding meetings to configure products, price lists, fulfillment, and payments
• Consistent pre-launch and post-launch support to ensure your store goes live successfully

Customers on month-to-month plans (no 12-month commitment):

• Set up their account independently using LocalLine's self-serve resources
• Have access to general support via email and phone
• Are not eligible for dedicated onboarding manager support

Self-serve customers have full access to the Knowledge Base, video tutorials, and standard support. If you'd like to upgrade to a plan with onboarding included, contact support@localline.ca at any time — switching to an annual plan or committing to a 12-month monthly term unlocks onboarding immediately.

By default, monthly customers are opted into a 12-month commitment at the time of registration. To opt out, please email us directly at support@localline.ca.

Plan changes

You can upgrade or downgrade your plan at any time.

• Upgrades take effect immediately and are prorated against your current billing period.
• Downgrades take effect at the end of your current billing period.

Switching from a monthly plan with a 12-month commitment to a true month-to-month plan changes your onboarding eligibility going forward but does not retroactively remove access to onboarding services already received.

Cancellation

You can cancel your subscription at any time:

• Monthly plans (no commitment) can be cancelled at any time. Your account stays active through the end of your current billing month.
• Monthly plans with a 12-month commitment can be cancelled at the end of your committed term. Early cancellation requires paying out the remainder of the term.
• Annual plans can be cancelled at any time, but the account stays active through the end of the current annual term. Annual fees are not refunded for unused months.

For cancellation instructions, see Pause & Cancellation.

Refunds

Local Line does not offer refunds for partially-used billing periods. Specifically:

• Monthly subscriptions are not refunded if cancelled mid-month.
• Annual subscriptions are not refunded if cancelled mid-year.
• Add-ons are not refunded if removed mid-cycle.

If you are within seven days (7) of purchasing an annual subscription, you can cancel and receive a 50% refund. 

Failed payments

If a payment fails, Local Line will retry the charge several times over the following days and notify you by email. If the payment cannot be collected after repeated attempts, your account may be paused until a working payment method is added.

Paused accounts are not deleted — your data is retained for 90 days, during which you can reactivate by updating your payment method and clearing any outstanding balance. After 90 days, accounts may be permanently closed.

Free trials

New accounts include a 7-day free trial of the selected plan, with no credit card required. At the end of the trial:

• If you've added a payment method, your subscription begins automatically.
• If you haven't, your account is paused until you add one.

Free trials are available to new accounts only. Existing or previously-trialed accounts are not eligible for additional trial periods.

Currency and pricing

All LocalLine pricing is billed in your local currency. In cases where LocalLine cannot bill in your local currency, we will bill in USD. 

Local Line may update plan pricing from time to time. Existing customers are typically grandfathered into their original pricing for the duration of their current term, with any changes taking effect at renewal. Pricing changes are communicated at least 30 days in advance.

Questions about these policies

For policy questions or specific situations not covered here, please contact support@localline.ca.