Billing Support
Last updated: September 20, 2026
Questions about an invoice, a payment, or a charge on your card? This page covers how billing works and who to talk to. Where this summary and your agreements differ, our Master Services Agreement and your Statement of Work govern.
Who bills you
Services are provided and invoiced by New Charter Intelligence, LLC, a New Charter Technologies company. The entity named on your Statement of Work cover page is your contracting party, and is the merchant of record for card payments.
Card payments appear on your statement as NEW CHARTER INTEL. If you see a charge under that name you don't recognise, it's us — please get in touch before disputing it with your bank.
How billing works
- Your fees, the billing schedule and the term are set out in your Statement of Work.
- Unless your SOW says otherwise, fees are due in advance of the period they cover.
- Recurring services renew as described in your SOW. Some SOWs auto-renew, and the SOW says so where that applies.
- Sales and other applicable taxes, and freight and insurance on equipment purchases, are billed in addition.
- Invoices unpaid more than fifteen (15) days after the invoice date accrue interest, and services may be suspended, as set out in Section 3 of the MSA.
Refunds
Fees are non-refundable except as expressly provided in the MSA or in your Statement of Work — managed services are consumed in the period they are billed for.
Third-party licences, subscriptions and hardware follow the vendor's or manufacturer's own return and cancellation terms, which we pass through to you. Non-cancellable vendor commitments cannot be refunded.
Where a refund or credit is due under the MSA or your SOW, it is issued to the original payment method.
Cancellation
- Where no services under an SOW are in progress, either party may terminate on thirty (30) days' prior written notice, as set out in Section 7 of the MSA.
- An SOW is not terminated without cause before its expiration date except as the MSA permits.
- Ending an SOW early without cause, or a termination by us for cause, may carry a termination fee and repayment of any discounted or waived fees. Section 7 of the MSA sets out how that is calculated.
Something looks wrong on an invoice
Tell us. Email billing@newcharter.support with the invoice number and what looks off, and we will look into it.
Please raise billing questions within sixty (60) days of the date the service was rendered or the date you paid the invoice, whichever is later, as set out in Section 3 of the MSA.
Please come to us before raising a dispute with your card issuer. A chargeback takes weeks to resolve and ties up the amount while it runs. An email to us usually does not.
Contact
New Charter Intelligence, LLC A New Charter Technologies company 3801 E. Florida Ave, Suite 820 Denver, CO 80210 United States
Billing: billing@newcharter.support Everything else: hello@newcharter.support