Billing Support & Policies

You'll find information about our billing contact information, processes and policies below, but let's ensure you are at the right place first:

➧ Do you need to cancel your SwimTopia mobile app subscription? 

➞ See our SwimTopia Mobile Pro article for instructions. (this must be done through the Apple App or Google Play Store)

➧ Do you need Product Support?

➞ See our Support Options article on how to reach our Customer Support team.

➧ Do you need to request a refund from your team?

➞ please contact your team administrators/representatives directly.  Your team uses our software to manage their team site, but they must process their own refunds. We cannot process refunds on behalf of any teams.

If you answered no to the questions above, continue below for billing assistance.

Covered in this Article: 

• Billing Contact & Address
• Team Billing Contact Upkeep
• Trial Period Invoice Process
• General Invoice Process
• Per-Athlete Fee Invoices 
• Renewal Invoices 
• Late Payment Policy

Billing Contact & Address

➧ Email (Preferred)

• For the most efficient response, please email billing@swimtopia.com for all billing-related questions.

➧ Phone Support (billing inquiries only)

• You are welcome to call at 877-856-2940 (Ext 3) from 9am-5pm M-F 

➧ Mailing Address for Checks

Team Topia, Inc.
8127 Mesa Drive
Suite B206-223
Austin, Texas 78759

Team Billing Contact Upkeep

To ensure we can reach someone from your team responsible for billing inquiries and invoicing throughout the entire year, we ask that you:

➧ Keep your Billing Contact information up-to-date.

This information is updated directly on your team's website by going to Manage Team > Settings > Billing Contact

As the Billing Contact for the team changes, update the contact details so we always have current and correct billing contact information.

➧ Check the Billing Contact email address regularly throughout the year.

We sometimes need to correspond with the Billing Contact in the off-season, so email addresses that are only monitored during the season are not recommended.

➧ Add billing@swimtopia.com to your address book.

Instruct new billing contacts to do this when you transfer ownership of this role.

Trial Period Invoice Process

You will not be billed immediately. Within a week of the end of the free two-week trial period, the initial base subscription fee invoice is emailed to the Billing Contact listed on the team’s signup form.

» Note: Teams may cancel their free trial within the first two weeks of service by emailing billing@swimtopia.com

General Invoice Process

➧ Invoices will be sent via email.

You will receive invoice notices and reminders from billing@swimtopia.com.

» Note: Please add this address to your Contacts or Address Book to help ensure our emails are not classified as spam.

➧ All invoices are due 30 days from the invoice date (Net 30).

➧ Invoices can be paid online via credit card, bank draft, or by mailing a check.

• You can pay your invoice by credit card (Visa, MasterCard or Discover), ACH bank draft (echeck) or you can mail a check to the address listed on your invoice.
• To pay via credit card or bank draft, simply click the green "Pay Invoice" button in the email, and then select the "Credit Card" or "Bank Account" tab. 
• Online payments are credited immediately.
• Please allow 2 weeks for check processing.  
• We only accept payment in US Dollars.

Per-Athlete Fee Invoices (SwimTopia customers only)

➧ When to expect these invoices

• Middle/High School Teams – will receive their athlete invoices in mid-February
• Year-round Teams – will receive their athlete invoices in late April/early May
• Summer/Rec Teams – will receive their athlete invoices in late June/early July

➧ What will the invoice include?

The per-athlete invoice is based on the total number of athletes on your roster during the billing period for your team type.  This includes all competitive athletes that were on the team during that time, as well as any non-competitive athletes (clinics, lessons, pre-team, etc).  Billing periods are as follows:

• Middle/High School Teams – February 15th to February 14th 
• Year-round Teams – May 1st to April 30th
• Summer/Rec Teams – July 1st to June 30th

Athlete fees are $1.50 per athlete for teams on our Lite tier, or $3.00 per athlete for teams on our Premium tier.

Learn more about this fee ➞ SwimTopia Per-Athlete Fee Collection - FAQs

Renewal Invoices 

➧ When to expect these invoices

Emailed on the anniversary month of the team’s initial sign-up.

➧ What will the invoice include?

This invoice will include the annual base subscription fee of $150.

Late Payment Policy

➧ Promotional discounts

Promotional discounts may be removed from invoices that have become delinquent or past due.

➧ When will the site be disabled?

Team websites will be deactivated if payment is not received by the due date listed on the invoice.  Sites will be reactivated once full payment is received.

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