Billing

When you create an organization, it starts on the Free plan. This plan does not require a credit card, and you will never incur any charges while on the Free plan.

This page will cover what will occur in various billing scenarios.

Concept: the subscription owner

When you start a subscription for your organization, you become your organization’s subscription owner. To prevent unintentional charges, the following rules apply:

• Only the subscription owner can switch to a more expensive plan or resume a cancelled plan.
• Non-owners can downgrade or cancel.
• If the owner leaves the organization, the subscription is cancelled and someone else must become the new owner.
  • This also applies if the owner deletes their account or is removed from the organization by someone else.

Upgrading your plan

If you are the subscription owner, the upgrade will take place immediately. You will be able to use the perks of the new plan instantly, and your rate will increase on your next billing date. Your next invoice will be the sum of:

• The renewal cost of your plan for the next month
• The cost of the partially used time on the new plan
• A credit for the cost of the unused time on your previous plan

If you are not the subscription owner, you will be redirected to a page to start a new subscription. When you complete the checkout process, you will become the new subscription owner, taking over the previous owner.

Caveats

Taking over as the new subscription owner means the current subscription has to be cancelled. To account for this, the new subscription will appear “Paused” for some time. This is a credit for the time remaining on the previous subscription, adjusted for the cost of the new plan. If your subscription status is listed as Paused, your benefits are still active; this just means billing is paused.

If another person takes over as the subscription owner while billing is paused, the credit obtained when starting the previous subscription is forfeited. For example, if Person A subscribes to Small, then Person B upgrades to Medium (starting a new subscription), and then Person C upgrades to Large (starting another new subscription), the credit earned when upgrading from Small to Medium, expressed as a duration that the subscription is paused for, is lost. Person C’s subscription will be credited based on the unused time on the Medium subscription without regard to how long the Medium subscription was paused for.

To avoid this, we recommend designating one account to manage your organization’s subscription and only changing subscription owners when absolutely necessary.

Downgrading your plan

When you downgrade your plan, the change takes effect immediately. Your benefits will switch to those of the new plan.

When your subscription renews, you will receive a prorated credit for the unused time on your previous plan.

Caution

If you downgrade your plan, the new plan’s document limit is immediately enforced. If necessary, pages will be deleted to ensure you remain under your new plan’s limit. Learn More.

Cancelling your plan

When you cancel your paid plan, your benefits remain active until your next billing date. If you do not renew your subscription before then, your organization will be converted to the Free plan.

In that case, you will not incur any more charges and will stop receiving invoices.

Limits & changing plans

When your plan changes, resources may be deleted to ensure you are within your new plan’s limits. For example, if you downgrade from Large to Small and your organization has 50,000 pages indexed, 45,000 of those pages will be deleted to fit within the Small plan’s limit of 5,000 pages.

If this will affect you when downgrading or cancelling your plan, we recommend downloading a copy of your data before changing your plan.

Refunds

If you aren’t satisfied with your experience, we are able to issue partial or full refunds. Contact us and we can help you.