Billing FAQ

Answers to the most common questions about billing are here for your reference. Have a question that isn't answered here? Let us know.

How can I add more Performers to our Organization? Do you charge more for additional Performers?

At the end of your current billing period, we'll calculate the number of active performer days (active performers on a daily basis) and add a prorated amount to your next billing amount. We'll automatically charge your credit card to cover your additional performers for the remainder of the current and future billing periods.

How can I add more users to our Organization? Do you charge more for additional users?

If you're the account Owner or a Supervisor, you can visit the "Manage Users" screen in the application under the Settings menu. You can then invite more users to your Organization and assign them a role. We currently don't offer any plans where we are charging for additional users, however this may change in the future as we provide additional user management functionality and services.

We archived one of our Performers. How does that affect our subscription?

Each day we'll check for active (non-archived) Performers in your Organization . Just like we do for Performers you add, as described above). Credits on your account will be used before we charge you again. And, of course, you won't be charged for any archived Performers during the next billing cycle.  We will automatically calculate the new monthly total and prorate any fees associated with the change. 

We have several archived Performers in our Organization. We want to keep their historical data but no longer need to add data. Do we still have to pay for them?

Nope. We only charge for active Performers. If you no longer need to record data for a Performer you can keep them in an archived state indefinitely (though that could be subject to change in the future). 

We have account credits: how do we use them?

Your account credits are automatically applied towards your service fees. There is nothing you need to do in order for you to use your account credits. Once you sign up for a paid subscription plan, we'll draw against your credit balance until it runs out. Only then will we start charging your subscription to your credit card.

Do account credits expire?

Account credits currently do not expire, but we may change that sometime in the future.

Our credit card expired or was canceled. What do I do?

Anyone on your team who is an Owner or Supervisor can add a new credit card.

My organization wants to cancel its subscription. How do we do that? Can we get a refund?

Organization Owners can change the Organization's subscription level. When downgrading from a paid tier to the Free plan, we will immediately archive all Performers and associated Charts. We will also deactivate all users except for the Owner user. If there is more than one day until your renewal date, we will pro-rate the remaining balance on your account and hold it for your Organization as a credit. You can use that credit towards a reactivation of your paid subscription in the future.

Your Performer data and Charts will still be available in a read-only mode for an indefinite period (although this is subject to change in the future.)

We do not offer refunds.

What happens to our Performer data when we downgrade from a paid plan to the free version?

When downgrading from a paid tier to the Free plan, we will immediately archive all Performers and associated Charts. We will also deactivate all users except for the Organization Owner user. Your Performers' data and Charts will still be available in a read-only mode for an indefinite period (although this is subject to change in the future.)

We can't pay by credit card. Can you invoice my company?

We can invoice large Organizations with many Performers and Users who subscribe to a yearly plan. Contact us at support@chartlytics.com to arrange this. All monthly plans must be paid by credit card.

I'm not the billing contact for our company. Can I have billing statements automatically sent to someone else?

Organization Owners can add additional billing contacts who will automatically receive billing-related emails on the Billing Contacts page. Billing Contacts do not have to be members of the team — contacts can be added by email address only.

My accounting department requires some additional information on invoices. How can I customize our invoice and billing statements?

Organization Owners can configure their company name and use a free-form text field to add additional information to all billing statements on the Billing Settings page.

Can I get more promotional credits somehow?

Sure, we have been known from time to time to give out promotional credit to those who share their Chartlytics success stories with the world on social media and through blogging. We're especially interested in hearing about how you were able to facilitate an awesome transformation in Performer behavior by using Precision Teaching with Chartlytics. The more detailed and useful your content, the more promotional credit it may be worth! Contact us for more information, or just send us the link to your post at support@chartlytics.com.

My organization is a nonprofit. Is there special Chartlytics pricing available for nonprofits or charitable organizations?

For qualified nonprofits, we may consider offering non-profit pricing. However we are also working on an Agency model where we could charge the Performer for use of the service and add them to your Organization. This way you would be able to share your pinpoint library and other metrics with the Performer but pass the cost of the service on to them or their parents/guardians. Please email us at support@chartlytics.com to discuss.

I teach the SCC and Precision Teaching at an academic institution. Is there special Chartlytics pricing or a method to charge my students for the service directly?

First off, YOU ROCK! We need more people sharing the joys and benefits of using the most precise behavior measurement system ever invented combined with the best visual display of behavior data available - the Standard Celeration Chart!  We are working on an Academic Plan whereby you as a professor can set up an Academic organization and invite your students to participate as full Users each with their own specific pinpoints and performers. Look for this in Fall 2015! Email us for more info if you would like to learn more at support@chartlytics.com.