Plans, Billing & Usage

There are no setup fees on any plan: you pay the monthly or annual price and nothing else to get started. Your Billing page shows your plan, this period's usage, and estimated charges, and links to the billing portal to update payment, download invoices, or cancel. Questions reach a human through our contact form, on every plan.

Plans

Every plan includes the AI Chat Agent widget, knowledge base management, conversations and escalations, analytics, and the appearance editor.

About conversation memory

Conversation memory is how much of the current conversation your agent keeps in view while it answers. With 10 messages of memory, a visitor can ask a follow-up like "how much is that one?" and the agent still knows which one they mean.

It is per conversation, not a profile: nothing carries over to a different visitor or a later visit, which is deliberate. More memory helps most on sites where people ask multi-step questions, such as comparing services or working through options.

Annual billing

Every plan offers annual billing at a discount equal to 2 months free. You pay for 10 months and get 12. Choose monthly or annual at checkout.

What counts as a conversation

A conversation is one complete back-and-forth session between a visitor and your AI Chat Agent. It's the unit your plan's monthly allowance and any overages are measured in.

• A single session, however many messages it contains, is one conversation.
• Testing your own agent from the dashboard's test box does not count.
• Your conversation count resets each month.

You can watch your usage any time on the Billing page, which shows this period's conversation count and your estimated charges.

Add-ons

Add-ons can be selected at checkout or from a site's Add-ons & Upgrades tab. On Starter they're billed per website per month; on Growth and Pro they're included at no extra charge.

Overages

Every plan includes a 10% grace buffer above its monthly conversation limit at no charge. Beyond that, extra usage is billed per conversation, with no forced jump to a higher tier:

The Billing page shows your current usage and estimated overage before your billing date, so there are no surprises. To avoid overages, monitor usage through the month or move to a higher plan if you regularly hit your limit.

Managing your subscription

Click Manage billing on the Billing page to open the Stripe customer portal, where you can:

• Update your card or payment method.
• Download past invoices.
• Cancel your subscription (it stays active through the end of the current period).

Within 14 days of your first payment, the Billing page also shows a Request a refund option. One click refunds your first payment in full and cancels the subscription. See Money-Back Guarantee.

Upgrading

You can move between Starter, Growth, and Pro yourself from a site's Add-ons & Upgrades tab (or the Change plan button on the Billing page). Pick the plan you want and confirm. On an upgrade you're charged only the prorated difference for the days left in the current cycle, and from your next billing date you pay the new plan's full rate. On a downgrade the unused time on your current plan becomes a credit toward your next invoice. When you move to Growth or Pro, Multilingual and White-label switch on automatically at no extra charge.

Common billing questions

When am I charged? On the same date each month (or year, on annual billing), from the date your subscription began.

What if my payment fails? Payments are handled site by site. The agent on the site whose payment failed stops answering right away, and that site shows Past Due on your Billing page. Your other sites keep working. Update your payment method from the Billing page to start it again. The agent resumes automatically once the payment goes through, and there is nothing to reinstall. We email you when a payment fails and retry the card several times. If the payment still fails after the retries, that site's subscription is canceled. If it was your last site, your account is scheduled for deletion, and we email you before anything is deleted.

What happens if an annual overage invoice fails? On annual plans, overage is billed as a separate invoice at the end of each monthly window. If that invoice cannot be collected, your subscription stays active and your agent keeps answering visitors normally until it reaches the monthly grace limit (10% above your plan's included conversations). Once the limit is reached, your agent pauses for the rest of that window. It restarts automatically at the start of the next monthly window. Pay the outstanding invoice from the Billing page to restore your agent right away. We send you an email when the invoice fails and again when the limit is reached. The cap clears automatically once the invoice is resolved.

What if my account is suspended? We can suspend an account for reasons set out in our Terms of Service, such as a violation of those Terms or suspected fraud or abuse while we investigate. While your account is suspended, your agent stops answering on all of your sites and your dashboard access is restricted. Your subscription billing is paused, so you are not charged subscription fees for the time your account is suspended. Your plan, add-ons, and payment method are kept. Any overage you have already used in the current month is billed right away on a separate invoice. On a monthly plan, if the suspension is lifted within that same billing period, the overage also appears on your regular invoice, and you get an account credit for it, so you never pay for it twice. On an annual plan, any further overage for that month is billed after the month ends, less what the suspension invoice already covered. Invoices from before the suspension are still due. A payment does not lift a suspension, so contact us at support@painpoint.solutions to resolve it. Once it is lifted, your agent starts answering again and billing resumes from your next billing cycle. If a suspension turns out to be our error, contact us at support@painpoint.solutions and we credit you for the time your agent was unavailable.

What happens to my agent if I cancel? If you cancel, your agent keeps working through the end of the billing period you've already paid for, then stops answering on your site. If instead you take the 14-day money-back guarantee refund, your agent stops right away.

Does usage reset? Yes. Conversation counts reset each month.

What's next

• Account & Notifications. Set your billing email and usage alerts.
• Money-Back Guarantee. How the 14-day guarantee and refunds work.