Billing FAQ
- How does the free trial work?
- Do I have to sign a contract?
- Why do I have to pay for telephone survey responses? Why aren't they included in the free trial?
- Why do I have to prepay for telephone responses? Can't you just automatically bill me?
- What happens if I cancel my account?
- What if someone tries to access my survey after I cancel my account?
- Can I reactivate my account after I cancel it?
- How is billing handled if I upgrade my plan?
- How is billing handled if I upgrade my plan during my free trial?
- Can I downgrade to a lower plan?
- How do I update my credit card information for my subscription?
- Why am I redirected to another site to set up/manage my subscription?
- There was a problem with my payment. What do I do?
- Can I pay with a credit card that has a billing address outside the United States?
- How does the free trial work?
After you register for an account, you'll be prompted to sign up for a subscription and enter your payment details. You won't be billed until the end of the trial period.
- Do I have to sign a contract?
No, there's no contract, and you can cancel at any time.
- Why do I have to pay for telephone survey responses? Why aren't they included in my free trial?
We incur a per-minute cost for handling phone calls and offering related services like transcription, and we have to pass these on.
- Why do I have to prepay for telephone responses? Can't you just automatically bill me?
Prepayment prevents our customers from receiving any unpleasant surprises at the end of the month. Instead of letting an unexpected number of callers run up a high bill, you're always in control of how much you want to spend. Don't worry about your account balance running all the way to $0, though, because we send you automatic low-balance notifications via e-mail.
- What happens if I cancel my account? What's your refund policy?
If you cancel your subscription, your account will remain active until the end of the current billing month, after which you will not be charged again. If you have prepaid funds remaining in your account, you may request a refund, less a $15 processing fee. To request a refund of your account balance, please contact us via our contact page.
- What if someone tries to access my survey after I cancel my account?
Your surveys will remain accessible until the end of your final billing month. After the end of your final billing month, anyone trying to access one of your surveys will receive a message stating the survey is inactive.
- Can I reactivate my account after I cancel it?
If you cancel your account, you'll be able to reactivate it from your dashboard any time within the following 90 days. Once 90 days have passed, we may permanently delete your account and all associated surveys, responses and resources.
- How is billing handled if I upgrade my plan?
If you upgrade your plan, you'll receive immediate access to your new plan features, and you will be charged a pro-rated amount for your new plan's monthly price less a credit for any remaining time left on your previous subscription payment.
- How is billing handled if I upgrade my plan during my free trial?
If you upgrade your plan during the free trial period, your free trial will end, and you will be billed for the new plan immediately.
- Can I downgrade to a lower plan?
No, because the data stored with each plan differs, downgrading is unsupported.
- How do I update my credit card information for my subscription?
Your dashboard has a link to update your payment details.
- Why am I redirected to another site to set up/manage my subscription?
We've chosen Spreedly to manage our subscription payments because of its proven expertise and commitment to security.
- There was a problem with my payment. What do I do?
Please let us know via our contact page, and we'll get back to you as soon as possible.
- Can I pay with a credit card that has a billing address outside the United States?
At this time we only accept credit cards with U.S. billing addresses.