Last updated 9 October 2026. "CrowdPlan", "we" and "us" mean CrowdPlan.app, the operator of the service.
1. The service
CrowdPlan is a subscription service for scheduling staff, booking rooms and spaces against a programme, tracking show deals, and completing show reports. Each venue's account ("tenancy") is separate from every other venue's on the platform.
2. Plans and pricing
The base plan is £59.99 a month, including your first 3 rooms or spaces, plus £4.99 a month for each additional room or space. Optional add-ons are backups at £4.99 a month and Smart Import at £10 a month. Paying yearly instead of monthly gives a 10% discount, billed as one annual charge. Venues needing 15 or more rooms are quoted individually rather than self-serve.
CrowdPlan is not currently registered for VAT, so no VAT is added to these prices. If that changes, VAT will be charged at the prevailing rate from the following billing period and you will be told in advance.
3. Billing and payment
Subscriptions renew automatically each billing period until cancelled. Payment is collected via Stripe, our payment processor. CrowdPlan does not itself store your card details. If a renewal payment fails, Stripe retries automatically. If it continues to fail, access to your tenancy is paused until payment is resolved (see section 5).
4. Changing your plan
You can change your room count, billing interval, or the backups add-on at any time from within CrowdPlan. Changes are charged or credited immediately on a pro-rata basis for the remainder of the current billing period, based on Stripe's own calculation. You always see the exact amount before confirming.
5. Suspension for non-payment
If a subscription payment is overdue, access to your tenancy is paused. Nothing is deleted. Once payment is brought up to date, access resumes automatically without needing to contact us.
6. Cancellation and refunds
There is no minimum contract. You can cancel at any time from within CrowdPlan or by contacting us. Cancelling stops future renewal, and you keep access for the remainder of the period you have already paid for.
Free trial. Every new venue gets 30 days free with everything included, and we don't ask for a card. If you don't add one, the trial simply ends and your venue pauses with everything kept, so there is nothing to refund. You are only charged once you add a payment method.
14-day money-back window. If you are not happy, ask within 14 days of your first payment, or of any yearly renewal, and we will refund that payment in full. No reason needed.
After the 14 days.
- Monthly plans: we don't refund a month that has started. Cancel before the renewal date and you won't be charged for the next one.
- Yearly plans: by default no refund is given for the unused part of the year, but refunds are considered case by case at our discretion, so please ask if something has changed.
- Changing your plan (section 4) is charged or credited pro rata automatically, and is not a refund request.
Charged in error. If we charge you the wrong amount, charge you twice, or charge you after you cancelled in time, we refund the difference in full, whenever you tell us.
If the service let you down. Missing our uptime target entitles you to a service credit under section 9. For a serious or repeated failure we will also consider a refund.
How to ask. Email [email protected] with your venue's name and the invoice or date of the payment. We reply within two working days. Approved refunds go back to the original payment method through Stripe and usually reach your account within 5 to 10 working days, depending on your bank. If your order was agreed in writing on custom terms, what we agreed applies where it differs from this section. This section doesn't affect any rights you have by law that can't be excluded.
7. Your data
Your venue's data belongs to you. You are responsible for what you enter into your tenancy: its accuracy, and having the right to hold it. CrowdPlan processes it only to provide the service. Your venue's data is stored in the United Kingdom (London).
Every tenancy is backed up in full nightly, kept on a 30-day rolling basis with an off-site copy. You can request a complete export at any time, including after cancelling, delivered as a zip of CSV files, one per set of data. After cancellation your data is retained for 90 days so it can be exported or your subscription resumed, then deleted.
8. Acceptable use
You are responsible for the accuracy of information entered into your tenancy and for keeping your staff's login credentials secure. You will not use CrowdPlan for any unlawful purpose or in a way that could disrupt the service for other venues.
9. Availability and uptime commitment
CrowdPlan will be available 99.9% of the time in each calendar month, which in a 30-day month allows up to about 43 minutes of unplanned downtime. Availability means your venue's CrowdPlan address loads, staff can sign in, and the rota, calendar, events and reports work. We measure it using our monitoring and server logs. If you think a figure is wrong, send us what you saw (the time, the page, a screenshot) and we will check it against our logs.
What doesn't count as downtime:
- Planned maintenance. We email account holders at least 48 hours ahead and aim for the early hours, UK time, so evening shows are never in the way. Anything urgent and security-related may need shorter notice, and we will say why.
- Other companies' services: Stripe, Microsoft 365, Google, email delivery, Cloudflare, and your own broadband or devices. If calendar sync is down because Microsoft is, CrowdPlan itself is still available.
- Things within your control: a paused or suspended account, a feature you've switched off, or an action you or your staff took.
- Events beyond reasonable control, such as a wide internet outage or an attack a reasonable provider could not have prevented.
Service credits. If we miss the target, each affected venue gets a credit against its next invoice:
| Availability in the month | Credit |
|---|---|
| Below 99.9%, down to 99.0% | 10% of that month's fee |
| Below 99.0%, down to 95.0% | 25% of that month's fee |
| Below 95.0% | 50% of that month's fee |
To claim, email [email protected] within 30 days of the end of the month, with your venue's name. Credits come off a future invoice and are not paid out as cash; for yearly plans they are worked out on one twelfth of the annual fee. Credits are the remedy for missing the target and don't limit any rights you have by law that can't be excluded.
Telling you. For a significant outage we email the account holder while it's happening and again when it's fixed. If it takes us below the target, you get a short written summary within five working days: what went wrong, how long it lasted, and what we're changing.
10. Customer support
How to reach us. Open Help & Support inside CrowdPlan (guides are built in, and you can raise a ticket and follow the replies), or email [email protected]. Every email becomes a ticket, so nothing gets lost. Include your venue's name, what you were trying to do, and a screenshot if you can.
Support hours. Monday to Friday, 09:00 to 17:30 UK time, excluding bank holidays in England. Messages sent outside those hours are picked up at the start of the next working day.
How quickly we reply. These are targets for our first reply, measured within support hours. A fix takes as long as it takes, and we keep you updated on the way.
| Priority | What it means | First reply |
|---|---|---|
| Urgent | CrowdPlan is unavailable, nobody can sign in, or something stops you running a rota or show that is about to happen | 2 hours |
| Normal | Something isn't working as it should but you can carry on, or you need a hand with a question | 1 working day |
| Low | Ideas, wording, cosmetic niggles, how-to questions you can come back to | 3 working days |
For something urgent outside support hours, email us with URGENT in the subject. We can't promise an out-of-hours reply, but those messages are read first and genuine outages get attention as soon as we can give it. If you think an account has been compromised or you've found a security problem, put SECURITY in the subject and we treat it as urgent.
What we help with: using CrowdPlan and setting your venue up (including importing staff, contacts, shows or a Google Sheet), anything not working as it should, data exports and restore requests, and billing questions. We don't cover custom development, on-site training, or problems with your own devices, network or Microsoft 365 / Google admin settings, though we'll usually point you in the right direction. Services run by other companies, like Stripe or email delivery, are theirs to fix, and we'll help you get in touch with them.
How tickets are handled. You get an email when your ticket is logged and every reply is in the ticket and your inbox. If we're waiting for something from you and it goes quiet, we nudge you after a day and again after two; after five days with no reply we mark it resolved. A resolved ticket closes after seven days, and replying before then reopens it straight away. If you're not happy with how something was handled, say so on the ticket or by email and it goes straight to the owner.
11. Liability
We provide the service with reasonable skill and care, as it stands, without further warranty. To the extent the law allows, we are not liable for indirect or consequential loss, loss of profit, or loss of data caused by your own actions or credentials, and our total liability to you in any twelve-month period is limited to the fees you paid us in that period. Nothing in these terms limits any liability that cannot be limited by law.
12. Changes to these terms
We may update these terms from time to time. Material changes are notified by email to your account holder at least 30 days before they take effect. Continuing to use the service after that date means you accept the updated terms.
13. Governing law
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them.