Support and subscription terms
These commercial and support terms apply when incorporated into your subscription order. The Terms of Service and Privacy Notice also apply. Account creation alone does not start a paid subscription.
Version: gp-support-commercial-2026-11-07-v2
Accounts and eligibility
GrantPilot is intended for authorized adult representatives of U.S. nonprofit organizations and for-profit businesses. Public registration does not require an invitation when signup is available. Verify your email, provide accurate organization information, and accept the current service and privacy terms. Declaring an organization type does not establish tax exemption, grant eligibility or an award.
Service and subscription charges
Your checkout shows the selected plan, price, currency, billing interval, available features, usage limits and any applicable taxes before you authorize payment. An order must expressly identify any recurring charge or trial. Subscriptions renew at the disclosed interval until cancelled. We do not charge solely because you create an account or open a client upload link. Payment details are handled by the payment provider. A payment return page alone does not activate paid access.
Cancellation and paid access
An organization owner can cancel renewal from Billing using the confirmation shown there. Keep the confirmation and check the displayed paid-through date. Once the provider confirms cancellation, renewal stops and access continues through the verified paid period. Cancellation does not automatically request or issue a refund. If cancellation is pending or uncertain, contact support; do not assume the renewal stopped. Account closure and document deletion are separate actions.
Refund requests
You may request a full refund of your organization’s first subscription payment within 14 calendar days after that payment. Renewal payments and partial-period charges are not routinely refundable or prorated. We review billing errors, duplicate charges and material service failures separately. Nonwaivable legal rights remain unaffected. Send a request through Help or email support@ironhand.org with your organization name, payment date and payment reference; never include a full card number or password. We confirm the decision and any provider processing steps. A request is not proof that money has been returned. A verified refund or payment reversal may change paid access; saved work remains subject to the service retention and export rules.
Support hours and response target
Contact support@ironhand.org or use Help in your workspace. Support hours are Monday–Friday, 09:00–17:00, America/Mexico_City. Our first human response target is within eight staffed hours, normally one business day. This is a response target, not a guaranteed resolution time or 24/7 emergency service. Requests received outside coverage are counted from the next staffed period. We prioritize security incidents, lost access, billing errors and suspected data loss. We may need an authorized organization contact to verify sensitive requests.
Who is responsible for support
Ironhand Platform Operations owns customer support, account access, billing questions and refund-request coordination through support@ironhand.org and workspace Help. Security incidents are escalated to Ironhand Security. The requesting organization remains responsible for its document checklist and grant decisions. Support access to confidential records still requires the applicable tenant permissions and consent; a support role does not grant automatic document access.
Document checklists and client upload links
The requesting organization chooses the documents it needs and the permitted recipient. Checklists differ for nonprofits and businesses and may include grant-specific items. Optional items and tax-exemption documents apply only where relevant. A request link and its access code permit uploads only to that request; no paid client account is required. Keep them private, and ask the sender to revoke the link if shared incorrectly. Links expire or may be revoked. Only upload files you are authorized to disclose. Avoid unnecessary personal identifiers and redact unrelated sensitive information. Files are subject to type, size, storage and security limits. An uploaded file is awaiting review, not automatically verified or submitted to a funder. Contact the requesting organization about missing, incorrect or inapplicable items.
Your documents and service limits
You retain rights to your content and are responsible for permission to provide it. GrantPilot processes it to provide the authorized service under the Privacy Notice. Plan changes or cancellation do not themselves erase saved work, but retention policies, lawful deletion requests and legal holds still apply. Export records your organization needs before closing access. Do not use GrantPilot as your only records archive. GrantPilot assists with discovery, preparation, writing, review and export within the purchased capabilities. Official funder rules control, human review remains required, and funding or eligibility is never guaranteed. External email, integrations and official submissions require their own permissions.
Changes and questions
Material changes receive a new version and any notice or renewed consent required for the applicable order and law. The actual checkout terms govern the disclosed price and billing interval. Contact support@ironhand.org about this policy. This policy supplements the Terms of Service and Privacy Notice and does not waive nonwaivable rights.