Billing FAQ
Frequently asked questions about billing, payments, and subscriptions
Billing FAQ
This page answers common questions about billing, payments, and subscriptions for Custojo. If you don't find the answer you're looking for, please contact our billing support team.
Billing Support
Our billing support team is available to help with any questions or issues related to your subscription, payments, or invoices.
Subscription Questions
When will I be charged?
For monthly subscriptions, you'll be charged on the same date each month. For annual subscriptions, you'll be charged once per year on your subscription anniversary date. If your subscription starts on a date that doesn't exist in a future month (e.g., January 31), you'll be charged on the last day of that month.
How do I change my subscription plan?
You can change your subscription plan at any time by going to Settings > Billing > Subscription and clicking "Change Plan." When upgrading, the change takes effect immediately, and you'll be charged a prorated amount for the remainder of your billing cycle. When downgrading, the change takes effect at the end of your current billing cycle.
Can I switch between monthly and annual billing?
Yes, you can switch between monthly and annual billing by going to Settings > Billing > Subscription and clicking "Change Billing Cycle." When switching from monthly to annual, you'll receive a 20% discount on your subscription cost. When switching from annual to monthly, the change will take effect after your current annual subscription ends.
What happens if I cancel my subscription?
When you cancel your subscription, you'll continue to have access to your workspace until the end of your current billing cycle. After that, your workspace will be downgraded to the free plan with limited features. Your data will be retained for 30 days, after which it will be permanently deleted if you don't reactivate your subscription.
Is there a free trial?
Yes, Custojo offers a 14-day free trial for all paid plans. During the trial, you'll have access to all features of the selected plan. No credit card is required to start a trial. At the end of the trial, you can choose to subscribe to a paid plan or downgrade to the free plan.
Payment Questions
What payment methods do you accept?
Custojo accepts major credit cards (Visa, Mastercard, American Express) and PayPal. For enterprise customers, we also offer invoice-based payment options. Contact our sales team for more information about enterprise billing options.
How do I update my payment information?
You can update your payment information at any time by going to Settings > Billing > Payment Methods. From there, you can add a new payment method, edit existing ones, or change your default payment method.
What happens if my payment fails?
If your payment fails, we'll automatically retry the charge after 3, 5, and 7 days. You'll receive email notifications about the failed payment and retry attempts. If all retry attempts fail, your subscription will be paused, and you'll have limited access to your workspace until the payment issue is resolved.
Are there any additional fees?
The subscription price includes all standard features for your selected plan. There are no hidden fees or charges. However, certain add-ons or premium features may incur additional costs. These will always be clearly communicated before you opt in to use them.
Billing and Invoices
How do I get a copy of my invoice?
Invoices are automatically sent to your billing email address when a payment is processed. You can also view and download all past invoices by going to Settings > Billing > Billing History. From there, you can download invoices in PDF format or have them resent to your email.
Can I change the billing information on my invoice?
Yes, you can update your billing information, including company name, address, and tax ID, by going to Settings > Billing > Billing Information. These changes will be reflected on future invoices. If you need to change information on a past invoice, please contact our billing support team.
Do you offer refunds?
Custojo offers a 30-day money-back guarantee for new subscriptions. If you're not satisfied with our service within the first 30 days, contact our billing support team for a full refund. After the first 30 days, refunds are handled on a case-by-case basis and are generally only provided for exceptional circumstances.
How is sales tax handled?
Sales tax is calculated based on your billing address and applicable tax laws. If your organization is tax-exempt, you can upload your tax exemption certificate in Settings > Billing > Tax Information. Once verified, sales tax will no longer be charged on future invoices.
User and Seat Management
How are users counted for billing purposes?
Custojo charges based on the number of active user accounts in your workspace. An active user is anyone with an account that has not been deactivated. Users with limited access or guest accounts may be billed differently depending on your plan. Refer to your plan details for specific information about user types and billing.
What happens if I add users mid-billing cycle?
When you add users mid-billing cycle, you'll be charged a prorated amount for those users for the remainder of the billing cycle. For example, if you add a user halfway through your monthly billing cycle, you'll be charged for half a month for that user.
Can I remove users to reduce my bill?
Yes, you can remove users at any time by deactivating their accounts. When you deactivate a user, they will no longer count toward your billing total starting from the next billing cycle. There are no refunds for removing users mid-billing cycle.
Do inactive users count toward my billing total?
Users who have not logged in recently but still have active accounts will count toward your billing total. To avoid being charged for inactive users, you should deactivate their accounts. Deactivated accounts can be reactivated later if needed, and the user's data will be preserved.
Need more help? If you can't find the answer to your question here, please contact our billing support team at billing@custojo.com or call +1 (800) 123-4567 during business hours (Monday-Friday, 9am-5pm EST).