Trials, plans and billing
How the free trial works, what happens at your conversation limit, and how to change or cancel your plan.
Starter and Aijent Relay both include a 14 day free trial with no credit card required. If you do not add a card, your subscription simply ends and nothing is charged. Growth and Pro have no trial. On a paid plan, going past your monthly conversation allowance does not stop your Aijent; extra conversations are charged at AUD 0.25 each.
Everything here lives on your billing page.
The free trial
Starter and Aijent Relay both include a 14 day free trial, with no credit card required. You get the full product for those 14 days.
Growth and Pro do not have a trial. If you choose one of those, you pay when you sign up.
What happens at the end of your trial
This is the important part, and it surprises people.
If you have not added a card, your subscription simply ends. You are not charged, because we never took a card. Your Aijent stops appearing on your website and your account moves to cancelled.
To keep going, add your card before the trial ends. Use Keep my Aijent on your billing page.
Adding your card starts billing straight away
Billing begins the moment you add your card, not on day 14. If you add it on day three, that is when your first month starts. It is worth waiting until you are sure, rather than adding a card early to be safe.
You will get reminders as the trial runs down, and a banner in your dashboard that becomes more prominent in the final days.
Cancelling during your trial
There is a Cancel subscription button on your billing page. Cancelling stops your subscription at the end of the current period, and your Aijent keeps working until then.
Your conversation allowance
Every plan includes a number of conversations a month. Your current usage is on your billing page, shown as used against your limit.
A conversation is one visitor's session, not one message. Somebody who asks five questions in one visit is one conversation. If they come back later the same day and pick up where they left off, that is still the same conversation, as long as it has not been long since.
You will be told as you approach it:
- An email at 50%, 75% and 90% of your allowance
- A banner in your dashboard
What happens when you reach your limit
On a paid plan, nothing stops. Your Aijent keeps answering visitors. Extra conversations are charged at AUD 0.25 each, added to your next invoice. That applies to Starter, Growth and Pro.
On Aijent Relay, nothing stops and nothing extra is charged. Relay is not billed for overage at all. We will let you know you have gone past your allowance, and your Aijent carries on.
During a free trial it is different. Your Aijent stops answering for the rest of the trial. Visitors get no reply. If you are running a busy site, watch your usage during the trial, or add your card to lift the limit.
Testing counts
Conversations you have with your own Aijent, including from the preview in your dashboard, count towards your allowance like any other. Worth knowing if you are testing heavily on a trial.
Your allowance resets each billing period, which runs from the day of the month you signed up.
Changing plan
Upgrades and downgrades are handled through Stripe, our payment provider. On your billing page, select Upgrade or Downgrade on the plan you want and you will be taken to a secure page to make the change.
Upgrading takes effect on your account straight away, so a bigger allowance and any new capabilities are available immediately.
Downgrading also takes effect straight away. Anything above the lower plan's allowance stops being available at once, so check what you would lose before you change. Your existing Aijents, websites and documents are not deleted, even if you now have more than the lower plan would normally allow. You simply cannot add more until you are back under the limit.
Aijent Relay is a separate product rather than a step on the Aijent ladder, so there is no plan grid on a Relay account. To change anything, contact us.
Payment details and invoices
Manage payment details on your billing page opens Stripe, where you can update your card and see your invoices. Your card details are held by Stripe and never by us.
Your billing page also shows the card on file and the date and amount of your next payment.
Prices and GST
All prices are in Australian dollars and shown excluding GST, which is added at checkout and on your invoice.
Cancelling
On a paid plan, cancel through the same Stripe page as plan changes. During a trial, use Cancel subscription on your billing page.
Either way, cancelling is not immediate. Your Aijent and your dashboard keep working until the end of the period you have already paid for.
After you cancel
Your Aijent stops appearing on your website, and your account is closed.
Your data is kept for a grace period of about six weeks, so you can change your mind. After that, your account and everything in it are permanently deleted.
Changing your mind
While your subscription is still winding down, you can restore it and nothing is lost.
Once your account has actually been cancelled, you can reactivate it from the cancelled page, and your card on file is charged that day.
Check the plan before you reactivate
Reactivating a fully cancelled account puts you back on the Starter plan at Starter's price, whichever plan you were on before. If you were on Growth, Pro or Aijent Relay, contact us before reactivating so we can put you back on the right plan rather than the wrong one.
If a payment fails
Your card provider or Stripe will usually retry, and Stripe will email you.
Be aware that a failed payment does not immediately change anything in your dashboard, so the first sign may be Stripe's email rather than anything from us. If you think a payment has failed, update your card promptly through Manage payment details rather than waiting.
Getting help
For anything about your plan, an invoice, or a charge you do not recognise, get in touch. If it concerns a specific invoice, quote its date and number so we can find it quickly.