Billing & Refund Policy

Free trial

New agencies start with a 14-day trial and 300 credits. A card is required to start, and each agency may have one trial. If you cancel before the trial ends you won't be charged. Otherwise your chosen plan begins automatically and your card is charged when the trial ends.

Plans and renewals

Plans are billed in advance, monthly or annually, by card through our payment processor. They renew automatically on the same day each period, at the then-current price, until cancelled. Annual plans cost the same as ten months. Prices exclude taxes, which are added where required. Invoices are available on the Billing page.

Credits

• Each plan adds its monthly credits at the start of every billing month.
• On the Freelancer and Agency plans, unused plan credits expire at renewal.
• On the Powerhouse and Enterprise plans, unused plan credits roll over while the subscription stays active and paid. Rolled-over credits end if you move to a plan without rollover, cancel, or the account closes.
• On the Agency plan, each block of 10 clients you add above the included 10 adds $70 a month and 3,000 credits from the next billing date (or prorated immediately, if you choose).
• Top-up credits never expire while your account is open, and are used after your plan credits.
• With auto-recharge on, a top-up is bought automatically when your balance falls below the threshold you set. Turning it on authorises those charges until you turn it off.
• Every action shows its credit cost before it runs. If an action fails on our side, its credits are returned automatically.
• Credits have no cash value, can't be transferred, and end when your account closes.

Changing plans

You can upgrade, downgrade or switch between monthly and annual billing from the Billing page. Changes are prorated: an upgrade charges the difference for the rest of the period, and a downgrade credits the difference against future invoices. If a downgrade puts you over a plan limit, you'll be asked to reduce usage (for example, archive clients) before it takes effect.

Add-ons

Click-fraud protection (available on every plan) and session recording (Agency plan and above) are billed monthly at the prices on the pricing page, on the same cycle as your plan. Turning an add-on off stops it at the end of the period; session recordings are then deleted as described in the Privacy Policy.

Founding-agency offer

The first 25 agencies we accept into the offer get 40% off, for life, in exchange for a feedback call and a case study. The discount:

• applies to the subscription fees named when you accept the offer, for as long as that subscription stays continuously active and paid;
• requires the feedback call and case study to be completed within 90 days after we ask; and
• ends permanently if you cancel, if the account is closed for non-payment, or if you don't complete them.

It can't be transferred or combined with other offers.

Cancelling

Cancel any time from the Billing page. Your plan runs to the end of the period you've paid for and does not renew. You can export your data until then. Access your agency received inside Google, Meta and other platforms is not affected.

Refunds

Subscription fees and credit packs are non-refundable once the period or pack has started, except where the law requires a refund. If something went wrong — a duplicate charge, a renewal you meant to cancel and haven't used, or a service problem on our side — email [email protected] within 30 days and we'll put it right.

Failed payments

If a payment fails, we retry it and email you. The account stays usable for a short grace period; if payment isn't made, it becomes read-only until it is, and after 90 days unpaid it may be closed.

Payments your clients make to you

Invoices you send your clients through Agency Pilot are paid into your own connected payment account. Those payments, and any refunds or disputes, are between you and your client and are handled by you in that account.