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Fair Use Policy

Last updated: June 6th, 2024

We strive to maximise value for our customers, so we aim to make our terms as transparent and as fair as possible to ensure that we can maximise value and ROI.

You can find our full terms and conditions (also called the Subscription Services Agreement) here: https://www.getvera.ai/terms-and-conditions

Credit roll over (coming soon)

Your unused questionnaire credits will roll over to the next billing period (month, quarter, or year) if you don't use them all. They will not expire as long as you keep your subscription active at the same level or a higher level.

For example:

  • If you have a 100-credit plan and only use 80 credits this year, the remaining 20 credits will still be available next year.
  • If you upgrade to a higher plan (e.g., 20 credits/month), your unused credits will still carry over.
  • If you downgrade to a lower plan or cancel your subscription, your unused credits may expire.

Questionnaire Billing Fair Use Policy

While we advertise that billing happens per questionnaire, we have a fair use policy that states a questionnaire is 100 questions (industry standard). Therefore, we will only charge for the questions that you use as part of the platform. Credits will be rounded up to the nearest whole number, but you will have any excess questions available.

Example:

  • You upload a questionnaire with 20 questions; this consumes 1 questionnaire credit, which grants you 100 questions. You will have 80 questions outstanding.
  • You upload a questionnaire with 180 questions. This will only consume 1 more questionnaire credit and not 2, since you have 80 questions remaining from your last credit.

We advertise billing "per questionnaire," but here's how it actually works under our fair use policy:

  • 1 questionnaire credit = 100 questions (which aligns with industry standards).
  • We only charge for the number of questions you actually use on the platform.
  • While we will charge you for 1 full credit, any unused questions carry over to your next upload. We will round up credit usage to the nearest whole number.

Example:

  • You upload a questionnaire with 20 questions:
    • We bill you for 1 questionnaire credit (giving you 100 questions).
    • You use 20 questions, so you have 80 questions remaining from that credit.
  • Next, you upload a questionnaire with 180 questions:
    • You use your remaining 80 questions from your first credit.
    • You need 100 more questions to complete this upload, so you use 1 additional credit (not 2).

No questions are wasted, and you only pay for what you actually use.

Cancelling your subscription

If you wish to cancel your subscription, you must give us at least 1 month's notice before your renewal date.

Pausing your subscription

We allow customers who have fluctuations in the number of questionnaires they receive in a year to pause their subscription for 3 months in any 12-month period. This is subject to approval from the team.

To pause your subscription, you will need to give us one month's notice, and it will only be applied for your upcoming renewal, not for the existing period.

This will prevent you from losing accumulated questionnaire credits.

Refund policy

For the first 30 days after your first payment to us, you will be able to cancel and request a full refund. This does not apply to renewals or upgrades.

3-month paid Proof of Concept (PoC)

For customers who are considering an annual subscription, we offer a 3-month paid PoC that renews into an annual subscription. We offer this for those customers who want to see the longer-term value of working with us. We only offer this to Scale or larger customers.

Competitor buy-back programme

If you're currently in an existing contract with a competitor, have less than 6 months in your contract, and are willing to commit to an annual subscription, we're able to offer you credit for our platform for the duration of the contract. You will be required to pay the outstanding amount for the year in full once that period is over.

2% manual processing fee

For invoices under $5k, we require the customer to pay via a payment method via our Payment Services Provider. If you wish to pay via bank transfer, we will add a 2% manual processing fee as we need to manually reconcile this payment. We strongly recommend using Stripe to pay for our services as it helps us focus on delivering a better service, but we remain flexible.