Purpose:  Learn how billing for your Kizen subscription works, how to add or update your payment method, and how to cancel your Kizen subscription.

TABLE OF CONTENTS

• Overview
• How Billing Works
  • Monthly Subscription Structure
  • Payment Processing
• How to Add Your Payment Method
• How to Upgrade or Downgrade Your Plan
  • Upgrading Your Plan
  • Downgrading Your Plan
• How Overages Work
• Invoice Schedule
• How to Troubleshoot Failed Payments
• How to Cancel Your Kizen Account
• Refund Policy
• Plan Restrictions for Agent CRM Users
• Need Help?

Overview

Kizen offers flexible subscription plans with automated monthly billing. This guide will help you understand how billing works, what's included in your plan, and how to manage your subscription.

How Billing Works

Monthly Subscription Structure

Your Kizen subscription is billed monthly, starting from the date you purchase your account, and includes the following:

• General License - Charged per user seat.

• Automation Credits - Includes a set number of automation step executions.

• Email Credits - Includes a set number of emails per month.

Each component is billed based on your plan level and the number of users in your account.

Payment Processing

Your credit card or ACH payment method will be charged automatically each month on your billing date.

How to Add or Update Your Payment Method

Upon logging in for the first time, you will be greeted with a pop-up window prompting you to enter your billing information. As soon as an accepted payment method is entered, you’ll have immediate access to your Kizen platform.

You can also add a new or update your payment method anytime:

1. Navigate to Settings > Billing > Billing Settings.
2. Click on "Add Payment Method" under Payment Methods & Order.
   
3. Fill out the card number and details, and click on the "Save Payment" button.
   

How Upgrading and Downgrading Your Plan Works

Upgrading Your Plan

When you upgrade your plan or add user seats:

1. Changes take effect immediately.
2. You will be charged a prorated amount for the remaining days in your current billing cycle.
3. The charge is processed right away.

Downgrading Your Plan

When you downgrade your plan or reduce user seats:

1. Changes take effect on the first day of your next billing cycle.
2. You'll continue to have access to your current plan features until then.
3. No refunds are issued for the current billing period.

How Overages Work

If your usage exceeds your plan's monthly limits for automations or emails, you may incur overage charges. You can keep track of your usage in Settings > Billing > Usage:

Automation & Email Overages:

• Charged in incremental "packs" (typically 1,000 units at a time).

• You're allowed a small buffer beyond your plan limit before overage charges begin.

• Overage charges may be billed mid-month if significant usage occurs.

Mid-Month Overage Billing:

• If you exceed a certain threshold of unpaid overages, we'll charge your payment method before the end of the month.

• Any remaining overages will be included on your next regular monthly invoice.
  
  

Note: If you upgrade your plan mid-month, any overage charges already incurred under your previous plan will still apply and will not be refunded.

Invoice Schedule

Regular Monthly Invoices include:

• Upcoming month's base subscription fees.

• User seat charges.

• Any unpaid overages from the previous month.

Immediate Invoices are generated for:

• Plan upgrades.

• Adding user seats.

How to Troubleshoot Failed Payments

Failed Payments

If your payment method fails:

1. You'll receive an email notification: "Warning: Payment Failed - Account at Risk"

2. We'll retry the payment automatically

3. If payment fails for 14 consecutive days, your account will be disabled

4. Once disabled, your data will be automatically deleted after 6 months unless you reactivate your account

What to Do: Update your payment method as soon as possible to avoid service interruption. If you need assistance reactivating a disabled account, please contact our support team.

How to Cancel Your Kizen Account

To cancel your Kizen subscription:

1. Contact our Support team with your cancellation request in writing.

2. We'll process your cancellation and confirm the details.

3. Your subscription will remain active through the end of your current billing period.
   
   

Important: We recommend exporting all your data before cancellation, as data is permanently deleted 6 months after account deactivation.

Refund Policy

Should you choose to cancel your subscription, you have up to 7 days from the invoice date to request a prorated refund for any unused time. You are not eligible for a retroactive refund for previous billing cycles. Please note that refunds can take between 7-10 business days to appear on your credit card statement.

Plan Restrictions for Agent CRM Users

If you're using Kizen through a Field Marketing Organization (FMO) partner:

• You cannot directly modify your plan level or number of user seats.

• Contact your FMO to request changes to your subscription.

• Your pricing may differ from standard Kizen pricing based on your FMO agreement.

Need Help?

If you have questions about your billing, invoices, or subscription:

• View your current plan and billing history in your account's Billing section.

• Contact our support team at support@kizen.com.

• For payment method issues, ensure your credit card information is up to date in your account settings.

Note: All prices and features vary by plan. Visit our Pricing page for current plan details.