Billing Policy

1. Our approach

We believe you should stay with Alder because it works for your charity — not because leaving is difficult. Everything in this policy is designed around that principle. No lock-in, no hidden fees, no barriers to leaving.

2. Plans and pricing

Alder CRM offers four tiers: Free, Grow, Pro, and Scale. All features are available at every tier — the only difference between plans is the number of contacts, users, and included emails and messages. Current pricing is published on our pricing page.

We reserve the right to change pricing, but any changes will only apply to new billing periods. We will give you at least 30 days' notice of any price change, and you may cancel before it takes effect.

3. Billing cycle

Paid plans are billed either monthly or annually, depending on your choice at sign-up. Your billing date is the anniversary of the day you started your paid plan.

You can switch between monthly and annual billing at any time. If you switch mid-cycle, we will apply a prorated credit to your account.

4. Payment methods

We accept payment by:

• Credit and debit cards — all major cards accepted, processed securely by Stripe
• Direct debit — via Stripe, using the UK Direct Debit Guarantee
• Invoice — available on request for any plan. Payment terms are 7 days from invoice date

We do not store card details. All payment information is held securely by Stripe, who are PCI DSS Level 1 certified.

5. Emails, messages, and communications

Each plan includes a monthly allowance of emails and messages. These are passed on at cost price — we do not mark up the delivery cost.

If you need more than your plan includes, you can purchase additional capacity at any time, on any tier. Additional capacity is charged at the same cost-price rate and does not require a plan upgrade.

Unused message allowances do not roll over between billing periods.

6. Upgrading and downgrading

You can upgrade or downgrade your plan at any time from within your account.

• Upgrades take effect immediately. You will be charged a prorated amount for the remainder of your current billing period
• Downgrades take effect at the start of your next billing period. You retain access to your current plan until then

If you downgrade to a plan with a lower contact or user limit and you exceed that limit, we will not delete any data. You will be asked to reduce your usage or return to a higher tier before your next billing date.

7. Cancellation

You can cancel any paid plan at any time, with one month's notice. There is no minimum commitment and no early termination fee.

When you cancel:

• Your plan continues until the end of your current billing period
• You retain full access to all features until that date
• Your account reverts to the Free tier at the end of the billing period, so you don't lose access to your data

8. Refunds

If you cancel an annual plan before the end of your annual billing period, we will refund the unused portion on a prorated basis.

Monthly plans are not refundable for the current month, but you will not be charged for any subsequent months after your cancellation takes effect.

If you believe you have been charged in error, please contact us at hello@aldercrm.com and we will resolve it promptly.

9. Data export

Your data belongs to you. You can export your data at any time from within your account, in standard formats including CSV and Excel.

If you cancel your plan, we will help you export your data before the end of your billing period and for up to one week after. If you need assistance with a more complex export (for example, migrating to another CRM), we're happy to help on a best-endeavours basis — we'll do everything we reasonably can to make the transition smooth.

10. Free tier

The Free tier is genuinely free — no credit card required, no time limit, no trial period. It includes up to 500 contacts, 3 users, and every feature Alder offers.

We reserve the right to modify the limits of the Free tier, but any changes will only apply prospectively and we will give reasonable notice.

11. Changes to this policy

We may update this billing policy from time to time. We will notify you of significant changes by email and by posting a notice on our website. Changes to billing terms will only take effect at the start of your next billing period.

Contact us

If you have questions about billing, payments, or this policy, please get in touch:

Alder CRM Limited
Email: hello@aldercrm.com
Registered office: The Brew, 1st Floor, Eagle House, 163 City Road, London, EC1V 1NR
Company registration: England and Wales, No. 17116559