Frequently Asked Questions
Purchasing
What's your refund policy?
If you're unhappy with our product for any reason, you have 30 days to request a full refund. Submit your request from the contact us page inside the app for immediate processing. Refunds also delete your account and all of your data.
How do I cancel my subscription when I'm done using it?
Simply log in and click the "Cancel subscription" button in your account settings. Even after canceling, you have access to your paid features until your license expires.
If my subscription lapses, what happens to my data?
We hold onto it so that everything will be waiting for you if you subscribe again. However, if you close your account or request a refund, we delete all your data.
If I upgrade, can I get a credit from my current purchase?
You have one week to get a 100% credit; after that, the credit is pro-rated based on how much time is remaining on your license.
Will my price ever change?
No, your price is locked in for as long as you remain subscribed at the same level. If your subscription lapses for more than a week, you'll have to pay the current price at the time you resubscribe, which may be higher.
App stores
Do you have an app?
Yes, we have apps for Windows, iOS and Android, but they're not in the app stores. App stores charge a 30% fee on every purchase. To avoid passing that extra cost on to you, we're using a method that installs directly from the browser.
Can I access my calendar and other data from my phone / computer?
Yes, you can access all of your data at any time, from any device or computer. Everything is stored online, in the cloud.
How secure is my data?
Very secure. Your data is encrypted in our database and in transit. Our system validates every request to ensure only you have access. And we further protect the confidentiality of your data through legal means.
Parents
Does my co-parent need to be on board?
No, Custody X Change is designed to be used solo. You can get all the benefits without your co-parent being on board. But if it helps your situation, your co-parent can also subscribe.
What will my co-parent see?
If your co-parent subscribes, you can share calendars, activities, child information, and expenses. The parenting plan, journal, and actual time are private — your co-parent will never see them.
Our co-parent messaging uses a proprietary hostility monitor, which detects certain hostile and negative words. Avoiding hostile and negative language focuses the conversation on the needs of the children, rather than on personal grievances.
Who else can I share my data with?
You can share your calendars and activities with your kids for free. You can share all of your data with your legal professionals if they subscribe, including your private data. And you can print or PDF any report to send to non-subscribers.
Legal professionals
How do I share calendars and plans with my clients?
If you link with your client, they receive an invitation to subscribe and they have full control over the data. You'll be able to see notifications about the changes they make.
You can also PDF or print any calendar or report to send to your clients.
Can I share my login with another person in my firm?
No, each person needs their own login, including assistants, paralegals, and other attorneys in your firm. However, the cost to add additional people to your group is 50% off.
Even though everyone will have their own login, all the client data is shared within a group.
Can I purchase as a billing-only user?
Yes, purchase just the number of licenses you need for active client work for your group. You can then assign yourself as a free billing-only user after you purchase.
I'm a family court judge. Can I really use it on the bench for free?
Yes, we let family court judges and other government agencies use the Pro Gold for free. Create a free account using your official email address and then send us a message.
I work at a nonprofit doing legal aid. Can I have a discount?
Yes, we give nonprofit legal aid a 50% discount. Create a free account using your work email address, and then send us a message before you purchase.
Is this a tax-deductible expense?
Yes, legal professionals can deduct the cost of this software as a business expense. You can also bill your clients for the time you spend using it on their behalf.
Parenting plans
Is the software's parenting plan accepted by the courts where I live?
While there is no universal form that's guaranteed to be accepted in every court, Custody X Change's parenting plan document has been accepted by courts in all 50 US states, Canada, the UK, Ireland, Australia and many other countries. The parenting plan can be easily modified to fit your situation and your court's requirements or simply included as an attachment.
Legacy PC-only software
End of life notice
Our legacy PC-only software reached its end-of-life on December 31, 2021 and is no longer functional. There were problems we weren't able to address due to the age of the programming tools we built it with.
What was the legacy software?
It was an installable PC-only custody product. Programming began on it in 2004 and the last update was made in 2016. It was superseded by our web-based app.
Disclaimer: Not legal advice
I have a legal question about my case, schedule, plan, etc.
Please consult a qualified legal professional. The Custody X Change website and software are not intended or offered as legal advice, nor does the use thereof guarantee any particular outcome. Please do not contact us with legal questions; we are unable to answer them.