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Payment FAQ 💳

Dilyara Updated by Dilyara

IMPORTANT: Pricing Update 2023
For details on upcoming pricing changes and how they may affect you, please visit our FAQs article

Subscription FAQ

How do the Subscriptions work?
  1. Trial Period: We offer a 14-day free Trial Period to every new user. During the Trial Period, the account will have access to all Landbot features. 
    After those first days, the account will be automatically downgraded to the Sandbox (Free) Plan.
  2. Sandbox plan: You can use your Landbot account for free if you choose to stay in the Sandbox plan. But please keep in mind that this plan has limitations, so if you want to take your account to the next level, you must upgrade to one of our Premium Plans.
    The Sandbox plan is limited to 100 chats per month. Once that limit is reached, the bots will stop working until the next month. You can find all the information about the number of chats available in the current month and the renewal of these chats in the Subscription section of your account.
  3. Premium Plans: Our paid plans are Starter, Professional and Business plans. Please see our Pricing and Plans page, or the Subscription section of your account to see the full description and comparison of our plans.

We offer yearly and monthly subscriptions to all our Premium Plans.

In case you decide to upgrade to one of our Premium plans, you will also enjoy an extra 7-day money-back guarantee period.

That means, if Landbot is not what you are looking for, we will refund 100% of the Price of the Plan 😉 Please read more about this in the Refund Policy section of this article.

How is my Subscription charged?

Your credit card will be charged automatically at the beginning of each billing period.

If you choose a monthly plan, your card will be charged again on the first day of the new monthly billing cycle.

If you are on a yearly plan, your card will be charged on the first day of the new yearly cycle.

Business plans may perform payments by bank transfer, according to the conditions defined at the time of the subscription.

What are my Pricing Conditions?

When you Subscribe to a Premium plan, you hire our Services according to a set of conditions.

The conditions will be those available at the time that you have subscribed, such as the Pricing, the features included, the volume of chats, etc.

The conditions of your plan will be maintained for as long as you keep the subscription active, renewing your plan under those conditions without interruptions in the payment.

To see the conditions hired in your plan, applicable for your case, check the Subscription section of your account.

On the other hand, the newest Pricing and Conditions will always be available on our Pricing page.

Please notice that accounts in the Sandbox (free) plans will have their conditions automatically updated according to the newest Pricing version.

Landbot reserves the right to unilaterally change or update, at any time, the Pricing and conditions hired.

In the event of changing our pricing and plans for the existing customers, we will contact the Users 2 months before making the change, and if there is no opposition to the new proposal, your account will be updated with the new conditions.

How to cancel my Premium Subscription?

You can cancel your subscription at any time, by downgrading to the Sandbox plan (which is our free plan).

In the Sandbox plan, you will not be charged anymore, and your account and bots will remain active just waiting for you to subscribe again 😊

Your cancellation will be effective at the end of the prepaid period. That means, your plan will be cancelled when the year or month you have already paid for expires).

Just keep in mind that if your bot has features from Premium plans, they will stop working, and the limitations of the Sandbox plan will be applied to your account.

For how long is my data kept?

We retain the data associated with your account for as long as your account is active or until you request the deletion of the account itself. If your account remains inactive for an extended period, it will be deactivated based on our retention policy:

  • 6 months for accounts that have downgraded from a paid subscription to the Sandbox plan;
  • 30 calendar days for Sandbox accounts with no paid subscriptions.

Upon account deactivation, non-personal data will be promptly deleted, while personal data will be archived and permanently deleted after 3 years, and financial data after 6 years, in compliance with legal requirements.

Please note that while we perform regular database backups for disaster recovery purposes, these backups are not intended for customer data recovery requests. Once data is deleted from your Landbot account, it will be permanently erased from our servers, and no restoration will be possible in case of account data deletion.

For more information regarding our Data Retention policies, please refer to the clause 8.3 q. of our Privacy Policy.
How to Delete My Account
IT IS NECESSARY TO CANCEL THE SUBSCRIPTION BEFORE DELETING THE ACCOUNT.

Please make sure to downgrade to Sandbox plan before deleting the account to stop being charged.

You can delete your account at any moment by accessing your account and permanently deleting it manually. Check out this article to see how to do it.

Why is my card being declined?

Every time Stripe submits a charge request to your bank, its automated systems determine whether or not to accept the charge. In order to determine this, Stripe takes several things into consideration, including account balance and card expiration date.

So if your credit card was declined, it is usually because of your bank’s authorization for the payment or automated fraud systems, and not with Landbot or Stripe (our payment processor).

If this happens to you, please make sure your credit card information is correct, and try to submit it three times. If the transaction still doesn’t go through, please contact your bank to clear the transaction before trying again.

What forms of payment are acceptable?

Landbot is a prepaid online service, so all services are paid for upfront and before use by credit or debit card. 

We can’t support purchase orders, payments by PayPal, or send you an invoice that requests payment. However, manual invoices are available for users on the Business plan.

After performing a payment, an invoice/receipt detailing the transaction, and showing it’s been paid will be sent to the billing email address registered into your account.

Which Credit/Debit cards do you accept?

We accept the following credit and debit cards:

  • Visa
  • American Express
  • MasterCard

What payment methods are not accepted?
  • PayPal
  • Bank transfer (except for Business plans)
  • Wire transfer
  • E-checks and checks from international users

What payment gateway do you use?

Landbot uses Stripe, a well-established, secure, credit card payment gateway service to process your credit card payment.

Can I edit my invoice details?

We are not able to edit or amend an invoice that has already been issued.

You can edit your invoice details from the Subscription sections, under Billing Details. Once you have updated your information, all future invoices will be issued as per your last changes.

What happens if I do not have a VAT number?

If you do not have a VAT number, you can register as an End user, but using your company’s name in the first name field.

In this case, we are required by law to ask for a Personal Document as an ID or Driving Licence. You can enter any ID you feel comfortable with.

Keep in mind that you can change the details of the account at any time, if you are able to register a VAT number later on.

NOTE: When you register an account as an End User, this means that taxes will be legally charged on the final price of the plan.

Our system detects whether the specific taxes should be charged according to the User's conditions or not. 

What happens if I miss a payment?

We have an automated process in place that attempts to bill your card 3 times (within 3 calendar days) before we downgrade the account to the Sandbox (free) plan for non-payment.

If your account is downgraded to Sandbox, the premium features of your bots will stop working, and your account will have the limitation of chats from the Sandbox plan.

If this happens, our team will contact you to make sure everything's OK with the payment information, and you'll have the chance to update it.

What currency will I be billed in?

Subscriptions are billed in Euros (€) for all users except for those based in the following countries, who will be billed in American Dollars (US$):

Argentina, Bolivia, Brasil, Chile, Colombia, Costa Rica, Cuba, Ecuador, El Salvador, Guayana Francesa, Granada, Guatemala, Guayana, HaitĂ­, Honduras, Jamaica, MĂ©xico, Nicaragua, Paraguay, PanamĂĄ, PerĂș, Puerto Rico, RepĂșblica Dominicana, Surinam, Uruguay, USA and Venezuela

What happens if I upgrade my plan before the billing cycle is over?

You can upgrade to a better plan and only pay the difference between the two plans! This means that if you change your mind and decide you need a better plan, you won't have to pay more to upgrade.

For example, if you're currently paying €30 per month and wish to upgrade to a plan that costs €80 per month, you will only have to pay the difference, which in this case would be only €50.

Depending on when you upgrade your plan, the amount you will end up paying will be proportionate to how many days are left in your current billing cycle.

What are AI chats?

An AI Chat is a conversation that, at some point in the conversation flow, goes through a specific block (AI FAQs Assistant, AI Lead Gen Assistant, or AI Appointment Assistant). These chats are counted independently of a regular chat and are billed separately.

Refund policy

This refund policy is not applicable to the extra volume of chats consumed.

If you exceed the number of chats included in the plan, the refund will only cover the Base plan.

If you comply with the conditions of this Refund Policy, write to help@landbot.io before this period ends, and we will process the refund request. You will receive the refund in your bank account in 5-10 working days.

  1. REFUND AFTER 1st PAYMENT

If you upgraded and decided that the new plan did not work for you, we guarantee a 7-day money-back guarantee period. This means that you can enjoy the plan you upgraded to for 7 days and then decide if it is worth it according to your needs 😉

The 7-day period is calculated from the moment of the upgrade and can be required only once.
IMPORTANT: For subscriptions that include a WhatsApp integration, the 7-day refund policy doesn't apply if the official phone number has already been requested. There's a 50€ administration fee applied to each request that would be deducted from the refund.
  1. REFUND AFTER RENEWAL OF SUBSCRIPTION

If you forgot to cancel the subscription before being charged again, you also have a grace period of 7 days to cancel the subscription and ask for a refund. This applies both to Monthly and Yearly Premium plans.

No exceptions will be made, and the refund will never be more than the amount of the last invoice charged (1 month for monthly plans, and 1 year for yearly plans).

If you have a billing or payment question that hasn’t been answered here you can send us an email at help@landbot.io and we'll help you out!

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