Billing and plans

This page answers common questions about plans, limits, payment and invoices. Billing is in Administration › Billing. Administrators with the billing permission can change plans, buy add-ons and cancel. Prices are shown in the app.

How plans are structured#

A plan sets what your workspace may use:

• Limits: people (seats), AI agents, sending domains, messages a day, and recipients a day. A limit the plan leaves empty means the plan sets no limit.
• Features: campaigns, workflows, AI drafting, audit export, custom roles and AI agent identities. A feature your plan does not include is marked as not included, and the message says an administrator can change the plan under Administration › Billing.

Each plan is offered monthly or yearly. The app shows the price, currency and period of each plan. Custom plans for a single organization are arranged with SecureThread and are not listed in the app.

Trials and offers#

• Some plans include a free trial. Its length is shown on the plan. Start free trial starts it where the plan offers one.
• An offer code can apply a trial or a discount. An offer applies only where it names. If it does not apply, the app says the offer is not eligible for this workspace. This happens when the offer has expired, has been used, or is not for this plan.
• SecureThread can also grant a plan without payment for a set period. Such a grant ends on its stated date.

The sandbox#

A new workspace starts in a sandbox with limits: 50 messages and 100 recipients a day, and no campaigns. Starting a paid plan for the first time lifts the sandbox. A later change or cancellation does not put it back. See Quick start, section 7.

Payment#

• Payment runs through Razorpay. Choose a plan and choose Continue to payment. Razorpay's checkout takes the payment. The methods offered are the ones Razorpay shows at checkout.
• A plan changes when Razorpay confirms the payment and the subscription through its signed notifications, not when a checkout window closes.
• While billing is in Razorpay's test mode, the Billing page shows a Test mode badge. In test mode no real money moves, and the page says to use Razorpay's test cards or UPI IDs.

Subscription statuses#

When Razorpay stops retrying, the plan stops applying, and the limits of the unpaid tier apply instead.

Changing a plan#

• Upgrading applies at once. Razorpay charges the difference.
• Downgrading applies when the current paid period ends.
• A workspace has one plan in good standing at a time. Starting another plan while one is in good standing is refused.

Cancelling#

• Cancel plan on the Billing page cancels the plan at the end of the paid period. You keep the plan until then.
• A paused subscription can also be cancelled.
• Closing a workspace stops its plan from renewing. Its deletion waits until nothing is left to charge.

What happens when a limit is reached#

Add-ons can raise a limit without a plan change (see below).

Add-ons#

Add-ons raise a limit without changing the plan. There are four kinds: seats, AI agents, sending domains and daily messages. Choose an add-on and a quantity from 1 to 1000. The app asks you to confirm the item and the quantity before it buys. You can cancel an add-on from the same panel.

Add-ons need a paid plan in good standing.

Invoices and GST#

Enter your billing profile under Administration › Billing. It has these fields: legal name, billing email, GSTIN, address lines 1 and 2, city, state, postal code and country. Only country is required. The GSTIN field is optional.

The billing profile is what invoices for your payments carry.

Refunds and proration#

Upgrades are charged for the difference, as described above.

A refund must be requested within 7 days of the charge. Write to [email protected] with your workspace name, the payment reference from your invoice and the reason. A refund is approved only for a genuine reason, such as a charge taken in error, a duplicate charge, or a service that did not work as described and could not be put right. No refund is given after those 7 days, or for the rest of a period after you cancel, except where the law requires it. Approved refunds go back through Razorpay to the payment method that was charged.

Who can change billing#

Changing a plan, starting a plan, buying or cancelling an add-on, and cancelling a subscription need the billing permission. Administrators hold it by default.