Billing policies

An organization has one subscription per product. Buying a second plan for the same product is a plan change, not a second subscription.

The amount charged is that plan’s monthly or yearly price in the plan’s currency. Checkout does not add a separate Platform seat fee.

A plan marked custom or quote does not go through checkout. It opens a quote request.

A public plan with a zero price can be started without checkout. Its seat cap is the number stored on that plan.

The default upgrade setting applies the higher plan immediately. Checkout shows the amount due today. When a payment provider already bills the subscription, that provider calculates the prorated charge.

From Organisation Billing, choosing another plan opens checkout. Checkout shows a preview first, including a move from an open trial to a different paid plan: the amount due today, the interval, the next renewal, tax calculated by the payment provider, and the seat change. The current plan stays until payment succeeds. Remaining trial time is not kept after that payment.

Moving from an open trial to a different paid plan shows that preview before payment checkout. The new plan is charged, and the previous trial is not started again.

A change that stays on the open trial, or moves to the product’s free plan, applies immediately and is not charged that day.

The default downgrade setting keeps the current plan until the period ends. Organisation Billing shows the lower plan and the date it starts.

When the subscription is not in an open trial, checkout shows the same preview as an upgrade, including features and seats that would change. Moving to a lower plan does not credit the unused part of the period.

A downgrade is refused while more user licenses are assigned than the lower plan includes. Remove those licenses first.

During an open trial, a move to the free plan applies immediately. A move to a different paid plan shows the checkout preview before payment. Remaining trial time is not kept after that payment succeeds.

For CRM, Recruit, Appointment, Site Flow, and PBX, Free includes 1 seat, Starter includes 3, and Professional includes 5. Inside that cap, the quantity can be raised or lowered immediately. The plan price does not change, and the lower quantity does not wait until the period ends.

The quantity cannot go above that cap. More seats require a higher plan. It also cannot go below the licenses already assigned. Remove those licenses first.

Enterprise has no fixed seat cap. Its quantity cannot be edited in the account.

Each plan stores a monthly price and a yearly price. Checkout charges the price for the interval you select. It does not calculate an extra percentage off at payment.

The pricing page says yearly saves two months only when every paid plan’s yearly price is ten times its monthly price. That is a catalog label, not a second discount.

For an active paid subscription that already has a payment provider, switching between monthly and yearly opens the billing portal. The interval stays as it is until the provider confirms the change.

A trial that does not yet have a payment provider starts checkout to switch interval.

When a paid subscription has a payment provider and is not scheduled to cancel, Organisation Billing shows the next billing date and the current plan price.

A free subscription, a subscription with no payment provider, or one already scheduled to cancel shows no renewal charge.

A scheduled plan change shows the new plan and the date it takes effect. A scheduled cancellation shows the cancellation date.

A paid plan stays in place until you upgrade, downgrade, or cancel. When a trial ends, the subscription can move to that product’s public free plan.

When a plan includes credits, they are added once for each paid billing period. The same bill cannot add them again. A mid-cycle adjustment does not add a second batch. A plan with no credits adds none.

Cancel from Organisation Billing schedules the end of the current period. You can keep the subscription before that date. Organisation Billing shows the cancellation date. Unused days are not refunded, and customer records are not deleted.

Access ends at the cancellation date for paid, free, local, and bundle subscriptions. The scheduler records the canceled state if it has not been recorded yet. Customer records are not deleted.

The same period-end scheduling applies to a bundle subscription from that screen.

The account cannot issue a refund. A refund is recorded only after the payment provider confirms it.

A provider refund is recorded for staff review. It does not by itself end the subscription. Authorised staff record whether access stays or ends. A partial refund is recorded the same way. There is no refund button in the account, and a request is not an approval. Customer records are not deleted.

Cancelling does not refund the unused days of the current period.

A trial can start only when the plan is triable and has trial days, or the product supplies a default number of trial days. A zero-price plan and a custom quote are not trials. Starting a trial is not charged that day.

When the trial date passes, the subscription moves to that product’s public free plan if one is available, and access continues on that plan. If there is no public free plan, the trial subscription is canceled and its licenses are removed.

An organisation and an email can use one ordinary trial for a product. A later year does not start another one. Staff can extend an open trial. Leaving an open trial for a different paid plan shows the amount due today and ends the trial after payment succeeds. A change that stays on the trial, or moves to the free plan before the trial ends, applies immediately and is not charged that day.

When Stripe reports a failed renewal for a subscription that has already been paid, the subscription is marked past due and access continues until the recovery deadline. A first payment that fails does not open the product. A failed plan-change invoice does not remove the current plan.

Organization admins are notified once for that invoice when the payment-failed alert is active. Customer data is not deleted.

An invoice that is not tied to that subscription does not change the plan.

Update the payment method from Organisation Billing. After the deadline with no payment, access stops and records stay. A later confirmed payment restores access. Another failed payment during that recovery does not move the deadline.

A card payment dispute removes access. It does not receive the recovery window.

The amount due is the selected plan’s monthly or yearly price.

A paid plan does not change by itself. An ended trial can move to the product’s public free plan, as described in the trial policy. Any other plan change happens when you upgrade, downgrade, or cancel.

When a renewal amount is shown, it is the current price of the plan you are on.

The charge uses the plan’s currency and the monthly or yearly amount stored for that plan.

Organisation Billing and Billing History show the subscription amount, interval, and invoices recorded for the organization. Billing History can load older invoices, search and filter them, and download a spreadsheet of this organisation’s invoices only.

Cancelling does not delete customer data. Access ends at the scheduled cancellation date for every subscription type. Records stay after access ends.

A failed renewal does not delete customer data. Access continues until the recovery deadline when the subscription has already been paid, then stops if the invoice is still unpaid. A card dispute removes access immediately and does not receive that deadline. A provider refund does not by itself remove access.