Billing Policy

General Billing

Usage of Infusionsoft products and services constitutes customer's acceptance of Infusionsoft's billing policy. Following is Infusionsoft's billing policy with which all customers must comply:

• All accounts are set up on a prepaid basis. Payment must be received by Infusionsoft before any billable product or service is provided/activated. Customers are required to keep a valid credit/debit card on file to charge for recurring monthly subscription fees, fax or voice broadcast service fees and all email overage fees.
• All international customers must pay by credit/debit card. Infusionsoft does not accept international checks.
• Subscription billing is based on availability of products and services, not based on usage. However, fax and voice broadcast service fees are usage based. Email overages are billed as an additional charge as well.
• Customers are responsible for keeping all credit/debit card details and contact information current. This can be done online through the Customer Center. To access the Customer Center, customers should login to their Infusionsoft application, click on "my account" and then click "update your billing info."
• All recurring subscriptions are automatically invoiced and charged to the credit/debit card on file.
• Invoice and payment receipts are available to customers upon request or through the Customer Center.

Billing Cycle

• Credit/Debit Card Billing: All credit/debit cards are automatically charged on the customer's specific billing cycle date. If the credit/debit card is declined, Infusionsoft will attempt to charge the card on file for 30 days.
• Late Fee: All accounts more than 30 days past due may be assessed a late fee. No fewer than three attempts to contact the customer will be made before any late fee is assessed.
• Delinquent Accounts: All accounts 57 days past due will be disabled until balances are paid in full. When disabled, all access will be suspended and data will be unavailable.
• Deactivation: After an account is delinquent 60 days, it will be cancelled due to non-payment. Once cancelled, the customer will not be able to recover any files until the account is current. Application data will be stored for 90 days post cancellation. After that, application data will not be available. The account record and delinquent balance will be submitted to a third-party collection service.

Fees

• Late Fee: Infusionsoft may assess a $15.00 late fee for accounts 30 days past due.
• Chargebacks: If a customer initiates a chargeback, Infusionsoft may assess a $50.00 processing fee for each individual chargeback.
• Returned Checks: Infusionsoft may assess a $50.00 processing fee on all returned checks.
• Collections Fee: In the event an account is submitted to a third-party collections service, a $15.00 processing fee may be assessed to the existing account balance. This fee is in addition to any other fees previously assessed on the account.
• Interest: Any charges not paid when due are subject to interest at a rate equal to the lesser of: (i) one and one-half percent (1.5%) per month; or (ii) the maximum interest rate allowed by applicable law.

Infusionsoft Services

To help you succeed and get the most from Infusionsoft, The Quick-Start Service Bundle is mandatory for new Infusionsoft customers. Services must be used within 60 days from the date of purchase. Service fees are nonrefundable. In the event of cancellation, Infusionsoft will not prorate any portion of unused service fees, and all outstanding invoices must be paid in full.

Subscription Billing

Invoices are generated and payments are collected at the beginning of each billing period. Customer billing periods typically begin on the day of the month in which customers purchase their Infusionsoft subscription. Customers may cancel their subscriptions at any time. In the event of cancellation, customers will still have access to their applications through the end of their current billing period. Infusionsoft will not prorate any portion of unused subscription services. All subscription fees are nonrefundable.

Payment Methods

Infusionsoft accepts payments via credit/debit card. Payment by any other means, such as by check, is on a per-customer basis and must be agreed to by Infusionsoft. Checks must be paid in U.S. dollars and issued from a U.S. bank. Payment by check is acceptable only for prepayment of six or twelve months of subscription services. Infusionsoft currently accepts American Express, MasterCard, Discover and Visa credit/debit cards.

Cancellations

Cancellations must be done verbally through an Infusionsoft representative. Email requests to cancel do not constitute acceptance of any cancellation. Only verbal requests made with an Infusionsoft representative will create a cancellation request. Customers are encouraged to keep records of all cancellation communication. Cancellations will take effect on the last day of the billing period in which the cancellation request was received.

Closing an account with Infusionsoft cannot be done by simply canceling the credit/debit card. Infusionsoft will continue to treat this as an open account and the billing cycle will continue, resulting in a past due account that may be turned over to a third-party collection service. It is imperative that account cancellation is done by speaking with an Infusionsoft representative to ensure account closure.

Cancellation of an account does not dismiss outstanding invoices. At the time of cancellation, any outstanding balance must be settled. All cancelled accounts with an outstanding balance may be automatically turned over to a third-party collection service.

Billing Disputes

As a current or prior customer of Infusionsoft, each customer agrees to provide Infusionsoft 30 days to attempt settlement of any billing dispute before disputing with any third-party credit/debit card company or bank. Infusionsoft must be the first option in billing disputes. Should Infusionsoft receive a chargeback from a third-party credit/debit card company or bank on the customer's behalf before Infusionsoft has been given a chance to resolve the issue, Infusionsoft has the right to collect on the rendered services and any fees associated with those disputes. Regardless of the outcome of the chargeback, Infusionsoft retains the right to collect on any rendered services or fees that are due. Infusionsoft will submit any disputed amounts to a collection agency. Once a chargeback has been received, Infusionsoft will immediately suspend the account until the matter is resolved.

Refunds

Subscription and Service fees are nonrefundable.

Billing FAQs

Q. How do I get copies of my invoice?
A. Invoices can be accessed by logging into the Customer Center by clicking on the "my account" link within the Infusionsoft application, then clicking on the "update your billing info" link to access the Customer Center. Invoices can also be emailed per a customer request. Contact the Infusionsoft billing department at 866-800-0004 or at billing@infusionsoft.com.

Q. How can I see how much I owe on my account?
A. Any outstanding balances can be seen in the Customer Center accessed through your Infusionsoft application.

Q. How can I update my credit/debit card?
A. Credit/debit cards can be updated by accessing the Customer Center within your Infusionsoft application or by contacting the Infusionsoft billing department at 866-800-0004 or at billing@infusionsoft.com.

Q. How can I cancel my account?
A. All account cancellations must be done verbally through an Infusionsoft representative. Email requests do not constitute acceptance of any cancellation. Only verbal requests made with an Infusionsoft representative will constitute a cancellation request. Please contact our Account Management team at 866-800-0004 option 2, then option 2 again.

Q. Can I change my billing date?
A. Currently, billing dates cannot be changed.

Q. Can you split payments towards my monthly fee between two cards?
A. No. Infusionsoft requires each payment to be charged to one card only.

Q. Can I pay by check instead?
A. Payment by check is on a per-customer basis and must be agreed to by Infusionsoft. Checks must be paid in U.S. dollars and issued from a U.S. bank. Payment by check is accepted only for prepayment of six or twelve months of subscription services.

Q. Can I put my account on hold?
A. No. Infusionsoft provides services on a continuing basis, but customers are welcome to start a new account with us after they have cancelled, if no past due balance exists.

Q. Can I decrease my monthly payment?
A. By downgrading the edition you currently use or disabling additional services (such as additional user seats), your monthly bill may decrease. Please contact the Account Management team at 866-800-0004 option 2, then option 2 again.

Q. When is my next bill date?
A. All billing information can be viewed within your Infusionsoft application by clicking the "my account" link.

Q. How can I make a payment?
A. Payments can be remitted online through the Customer Center or you may contact the Infusionsoft billing department at 866-800-0004 or at billing@infusionsoft.com.

Q. What forms of payment can I use?
A. Infusionsoft accepts payments via credit/debit card. Infusionsoft currently accepts American Express, MasterCard, Discover and Visa credit and debit cards. Payment by check is on a per-customer basis and must be agreed to by Infusionsoft. Checks must be paid in U.S. dollars and issued from a U.S. bank.

Q. How can I report a change in ownership of the company?
A. Please contact the billing department for additional assistance at 866-800-0004 or at billing@infusionsoft.com.

Q. Why was I was double charged this month?
A. Chances are the credit/debit card charge from the previous month declined and did not clear until this month. You can review all invoices and payments at the Customer Center within your Infusionsoft application.

Q. Why was I charged an additional amount other than my monthly subscription?
A. Most likely it is for a service such as voice or fax broadcasting, email overages, list size overages or other one-time service. You can review all invoices at the Customer Center within your Infusionsoft application.

Q. I haven't been using the system, so why am I getting billed?
A. Infusionsoft does not bill based on usage. Much like your cable company that provides you the ability to watch your favorite channels, Infusionsoft provides you the ability to log in to an amazing automated follow-up system to help you build your business. Whether you choose to actually log in and use the system is up to you. Note: Voice and fax broadcast are exceptions and are billed per usage; overages for email and list size thresholds exist as well.

Q. I cancelled my account. Why is Infusionsoft following up with me about my outstanding balance?
A. Cancellation of your subscription does not dismiss outstanding balances.

Q. I have signed a contract and paid for a Long Term Offer (LTO) for 6 or 12 months upfront; why did I get charged again?
A. Most likely any fees charged to your card during your contract period are for fax or voice broadcast usage fees or email overage fees, which are billed monthly, regardless of your billing cycle. You can review your charges and invoices by logging into the Customer Center.

Please contact us for any other questions or concerns about our billing policy at billing@infusionsoft.com.