Billing, usage, subscriber status, data retention, cancellation, and credit expiration rules for Crabtree CMS services.
Crabtree Content & Hosting is billed per site. Customers are billed monthly on the same day of the month based on the account start date, unless annual billing has been selected.
Hosting charges may include:
Billing is not prorated unless expressly stated in writing. Changes to hosting configuration, including adding or removing sites, mailboxes, or email storage, take effect at the next billing cycle unless otherwise specified.
Each hosted site includes the resources listed in the current Crabtree CMS pricing schedule, which may include domain registration, SSL-secured website and email service, email storage, mailboxes, and email aliases.
Included hosting resources are intended for ordinary business website and email use. Large file storage, large media libraries, downloadable file distribution, and video delivery should use Crabtree Drive, Crabtree Video, or Crabtree Media Max.
Email storage is measured as the total size of all mailboxes associated with a hosted site or account. Customers are responsible for managing mailbox storage.
Additional email storage and additional mailboxes are billed according to the current pricing schedule. Excessive email storage use may result in additional charges, administrative action, or a requirement to reduce storage if system stability or performance is affected.
Domain registration and SSL configuration may be included as part of the hosting service where applicable. Customers are responsible for maintaining accurate domain registration information and for renewing or maintaining domains registered outside the Crabtree CMS system.
Website files, configuration data, and email data are retained while hosting services remain active and in good standing.
If hosting services are canceled, suspended, or not renewed, access to site files, email, and related services may be restricted. Data may be permanently deleted after a reasonable retention period. Customers are responsible for maintaining their own backups unless otherwise specified in writing.
Annual hosting billing is offered at a discounted rate in exchange for prepayment of the annual hosting term.
Annual hosting accounts may be canceled within 30 days of the initial annual payment for a refund of hosting fees paid, excluding non-refundable domain registration fees, third-party pass-through costs, custom project work, setup fees, and any other non-refundable charges disclosed at the time of purchase.
After the first 30 days, annual hosting payments are non-refundable. Customers may cancel renewal for the following annual term, but the current hosting term will remain active through the end of the paid period unless the customer requests earlier termination.
If a customer requests early termination after the 30-day period, access to services may be ended before the paid-through date, but no refund will be issued for the unused portion of the annual term.
Customers are billed monthly on the same day of the month based on their start date.
Monthly rates are determined by the plan selected (Standard or Lite Use) and the applicable tier for the billing period. The tier at which you are billed for any given period is determined by whichever of the following results in the higher tier:
For example, the base tier on the Standard Plan allows up to 500 active contacts or 5,000 sends per month. If your account shows either:
then you will automatically be billed at the appropriate higher tier that matches either your contact count or usage. You will be billed at a lower tier if appropriate based on the same criteria.
Billing is not prorated. The number of active subscribers is determined as a snapshot count on the first day of each billing cycle.
An active subscriber is any subscriber who has not opted out of all communications and who has not been deactivated by an administrator. Subscribers are identified by their unique email address; duplicate email addresses cannot be added or uploaded.
Billing adjustments (up or down) take effect automatically at the next billing cycle based on the number of active subscribers when billed or usage data from the preceding cycle. You may upgrade or downgrade your plan (Standard or Lite Use) at any time, and the change will be reflected as of your next billing date. Mid-cycle plan changes will not result in prorated charges.
Subscribers who deactivate themselves (for example, by clicking the "unsubscribe" button in an email or by opting out of all campaigns or message categories on your account’s unsubscribe page) are retained in the system as inactive suppression records unless deletion is legally required or otherwise handled under applicable privacy rules. (A suppression record is a subscriber retained in the system as inactive to prevent accidental re-subscription after opting out. This supports compliance with anti-spam laws and requirements.)
Inactive subscribers are not counted toward your contact count and are not included in billing calculations. You may view or export inactive subscriber data at any time.
To support compliance with applicable anti-spam laws and requirements, administrators cannot reactivate a self-deactivated subscriber, including via the list upload feature. The only way a self-deactivated subscriber can be reactivated is by their submitting a new opt-in form or re-subscribing via the account's subscription management page.
The Crabtree CMS unsubscribe interface allows subscribers to opt out of specific message categories or individual campaigns while remaining subscribed to others. Such subscribers remain active, including for billing purposes, even if there are no other currently active campaigns or message categories on your account. These subscribers remain available to receive future campaigns.
A subscriber is not deemed inactive unless they opt out of all communications. The unsubscribe interface includes a clear "Opt out of all communications" option, which permanently deactivates the subscriber across all lists and messages immediately, in support of compliance with CAN-SPAM and related laws and requirements.
Once deactivated by an administrator, a subscriber cannot be reactivated for 90 days. Administrator-deactivated subscribers remain in the system for 120 days and can be reactivated after 90 days from the date of deactivation. If not reactivated within 120 days, they are permanently deleted from the system (unless they also self-deactivate). Once deleted, subscriber data cannot be restored, though subscribers may be re-added by re-uploading them into the system.
Deactivating a list does not deactivate its subscribers or unsubscribe them from the list. All subscribers on the list remain active and are counted in the next billing cycle. Administrators have the ability to move subscribers between lists at any time, including moving all subscribers from one list to another active list. A deactivated list can be reactivated at any time.
When an administrator purges (permanently deletes) a list, all active subscribers on that list become "orphaned" subscribers. They remain active and billable until deactivated or deleted in accordance with this policy, regardless of list status. They can be added to an active list at any time, individually or in bulk.
Administrator-deactivated subscribers remain in the system for 120 days from the date of deactivation, after which they are permanently deleted (except self-deactivated subscribers) unless reactivated during that period. This retention period balances data-retention obligations with privacy best practices.
All opt-out requests are honored immediately in support of compliance with CAN-SPAM and other applicable anti-spam laws and requirements.
Self-deactivated subscribers are retained in the system as inactive suppression records unless deletion is legally required or otherwise handled under applicable privacy rules. They cannot be reactivated by an administrator or via the list upload feature.
| Subscriber Type | Reactivatable? | Retained For | Counted in Billing? |
|---|---|---|---|
| Active | -- | Ongoing | Yes |
| Admin-deactivated* | Yes (after 90 days) | 120 days | No |
| Self-deactivated | No | Suppression record retained unless deletion is legally required or otherwise handled under applicable privacy rules | No |
* Bounced addresses are treated the same as administrator-deactivated addresses unless otherwise required by law or system policy.
Crabtree CMS Pay-As-You-Go plans operate on a prepaid model rather than with recurring monthly billing. Each pack of email-send credits is valid for 12 months from the date of purchase. Any unused credits expire automatically at the end of that period and cannot be reissued or refunded. New credits may be purchased at any time.
Each Pay-As-You-Go account may store up to 50,000 active subscribers and 100,000 admin-deactivated subscribers. When the total admin-deactivated subscriber count exceeds 100,000, the system automatically deletes the oldest 10,000 administrator-deactivated subscribers who have been inactive for at least 30 days.
Self-deactivated subscribers are retained in the system as inactive suppression records unless deletion is legally required or otherwise handled under applicable privacy rules, and do not count toward the 100,000 admin-deactivated subscriber limit. Bounced addresses follow the same rule as administrator-deactivated subscribers.
If all send credits are used or expired and additional credits are not purchased within 120 days, all active and administrator-deactivated subscribers will be permanently deleted from the system. They can be re-added if additional credit packs are purchased.
To support compliance with applicable anti-spam laws and requirements, administrators cannot reactivate a self-deactivated subscriber, including via the list upload feature. The only way a self-deactivated subscriber can be reactivated is by their submitting a new opt-in form or re-subscribing via the account’s subscription management page.
Administrator-deactivated subscribers may be reactivated at any time, provided account limits are not exceeded. Once deleted through automatic purge, subscriber data cannot be restored, though subscribers may be re-added by administrators individually or through the list upload feature.
List deactivation and purging behave identically to Subscription Plans. List status does not affect subscriber activity or billing. All opt-outs are honored immediately in support of compliance with CAN-SPAM and related laws and requirements.
| Subscriber Type | Reactivatable? | Retained For |
|---|---|---|
| Active | -- | 120 days after all credits expire |
| Admin-deactivated* | Yes | 120 days after all credits expire, or until auto-purged after exceeding the 100,000 admin-deactivated subscriber limit |
| Self-deactivated | No | Retained as an inactive suppression record unless deletion is legally required or otherwise handled under applicable privacy rules |
* Bounced addresses are treated the same as administrator-deactivated addresses unless otherwise required by law or system policy.
Find Leads is billed based on usage according to the current pricing schedule.
Charges may be based on search activity, data retrieval, scraping operations, third-party API usage, or other measurable usage associated with lead discovery.
Usage may be measured based on the number of searches performed, results returned, pages or sources queried, external API calls made on behalf of the customer, or other system activity required to produce lead results.
Usage may vary depending on search complexity, data sources, and third-party service requirements.
Crabtree Find Leads may rely on third-party data providers, search providers, scraping services, or APIs. Data availability, accuracy, completeness, and cost may depend on third-party systems and may change without notice.
Customers may not use Crabtree Find Leads for unlawful data collection, unlawful marketing, violations of applicable privacy laws, violations of third-party terms of service, harassment, spam, or other prohibited activity.
Lead data is provided as-is and may be incomplete, inaccurate, outdated, or unverifiable. Customers are responsible for reviewing lead data and for ensuring that any use of collected data complies with applicable laws, regulations, and consent requirements.
Crabtree CMS may impose limits on query volume, request frequency, data retrieval, or access to particular sources to maintain system performance, manage third-party costs, or support compliance with applicable laws and service requirements.
Crabtree Video, Crabtree Drive, and Crabtree Media Max are billed monthly per account according to the selected media plan.
Media charges may include:
Billing is not prorated. Media usage is aggregated across all sites on the account.
Each media plan includes defined monthly allocations of storage and bandwidth as listed in the current pricing schedule. These allocations are shared across all sites on the account.
Usage beyond included limits is billed according to the current pricing schedule.
Storage is calculated based on the total size of media assets stored in the system, including uploaded videos, downloadable files, and related media resources. Deleted files are no longer counted toward storage usage after deletion has been processed.
Bandwidth is calculated based on data transferred, including video streaming, embedded playback, file downloads, and other media delivery. Bandwidth usage is measured during the applicable billing period and may be billed in the following cycle.
If media usage significantly exceeds plan limits, affects system performance, or creates unusual cost or operational risk, Crabtree CMS may temporarily restrict access to media content, require a plan change, or require usage reduction.
Media files are retained while the applicable media service remains active and in good standing.
If media services are canceled, suspended, or not renewed, access to media files may be restricted. Media files may be permanently deleted after a reasonable retention period. Customers are responsible for maintaining their own backups unless otherwise specified in writing.
Unless otherwise specified, usage-based services are applied at the account level and may be shared across all sites on an account. This includes marketing usage, media storage and bandwidth, and Find Leads usage where applicable.
All services are billed according to the pricing schedule in effect at the time of billing. Prices are subject to change with notice.
Accounts with unpaid balances may be subject to service interruption, suspension, or cancellation. Crabtree CMS may restrict access to services, data, media, email, lead tools, or administrative features until overdue balances are resolved.
Customers are responsible for all usage associated with their account, including usage by authorized users, administrators, contributors, or other users granted access by the customer.
This policy is provided for operational and billing clarity. Crabtree CMS tools are designed to support customer compliance efforts, but customers remain responsible for their own legal and regulatory compliance obligations.