Billing Policies
General Billing
Infusionsoft has adopted a billing policy all customers must comply with. Usage of Infusionsoft services/products constitutes customer’s acceptance of this billing policy.
- All accounts are set up on a prepay basis. Payment must be received by Infusion Software before any product or services are activated. Customers are required to keep a valid debit or credit card on file to be charged for recurring monthly subscription fees. Payment by check is only accepted for prepayment of six months subscription services or as a final payment to close the account.
- All International clients must pay by credit card. Infusionsoft does not accept
international checks. - Customers are responsible for keeping all credit card information current. All changes
must be communicated to Infusionsoft including changes to credit card type
and expiration date, as well as a current e-mail address. - All recurring charges are automatically generated, invoiced, and charged to the
credit card on file according to contractual agreement. This includes monthly,
quarterly and annual charges. - Charges are based on availability of products and services, not usage.
- Invoice and payment receipts are available to customers upon request.
Billing Period
Billing periods begin upon invoicing. In other words, customers are billed for 30 days of service following the invoice date. Each customer is committed to the remaining term of the billing period and no refunds will be given. Customers are not required to use products or services during the period. Customers are free to close accounts at any time without any termination charges or fees. In event of cancellation, Infusionsoft will not pro-rate any return for unused service and all outstanding invoices must be paid in full. For example, if a customer has an account paid monthly and decides to close it a few days after the last invoice, no refund will be issued, whether in full or pro-rated. By using Infusionsoft products and services, each customer understands and agrees to this billing period and understands that while no refund will be issued, customers are always free to keep accounts open for access for the full amount of time billed.
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 card company or bank. Infusionsoft must be the first option in billing disputes. Should Infusionsoft receive a chargeback or other reversed charge from a third-party credit card company or bank on the customer’s behalf before Infusion Software 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. Infusion Software charges a $50.00 Chargeback Fee per chargeback should a credit card company be used as a first resort in a billing dispute.
Not all billing disputes may be settled to a customer’s satisfaction. Once Infusionsoft has been given first right to settle a billing dispute, a customer may then use any thirdparty credit card company or bank in an attempt to settle the dispute. However, Infusion Software still retains the right to collect on any rendered services or fees that are due. Should Infusionsoft be unable to reverse any disputed amounts with a third-party credit card company or bank, Infusionsoft will submit the full delinquent amount to a collection agency for collections.
Payment Methods
Infusionsoft accepts payments via credit card, and occasionally via check. Payment by check is on a per customer basis and must be agreed to by Infusionsoft. Checks must be paid in US dollars and issued from a US bank. Infusionsoft currently accepts American Express, MasterCard, Discover, and Visa credit cards.
Billing Cycle
- Credit Card Billing: All credit cards are automatically charged on the customer’s specific billing cycle date. If the credit 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 will be assessed a late fee. Three attempts to contact the customer will be made before any late fee is assessed.
- Disabled: All accounts 60 days past due will be disabled until balances are paid in full. When disabled, all access will be suspended and data will be unavailable.
- Collections: After an account is delinquent 90 days, it will be deactivated. Once deactivated, the customer will not be able to recover any files. The account record and delinquent balance is then passed on to a third-party collection agency.
Fees
- Late Fee: Infusionsoft charges a $15.00 late fee for accounts 30 days past due.
- Chargebacks: If a customer initiates a chargeback, either by mistake or fraudulently, Infusionsoft will assess a $50.00 processing fee for each individual chargeback. Once a chargeback has been received, Infusionsoft will immediately suspend the account until the matter is resolved. If a chargeback against Infusionsoft is performed by a customer to avoid payment (fraudulent chargeback), we will assess the $50.00 fee and add it to the account total. This will then be turned over to a third-party collections service.
- Returned Checks: Infusionsoft charges 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 will be assessed to the existing account balance. This fee is in addition to any other fees previously assessed on the account.
Refunds
Refunds are occasionally given on set-up fees and must fall within the scope of each customer’s contract. Infusionsoft will not issue any refunds outside the explicit terms of the agreement, whether in full or prorated. In other words, if a customer signs up and receives a 30 day money back guarantee, no refund will be given if cancellation takes place after the 30 days. All refunds will be made by company check within 30 days of receipt of cancellation.
Cancellations
Due to security concerns (such as fraudulent cancellations) all account cancellations must be done verbally through an Infusionsoft representative. E-mail requests will not constitute acceptance of any cancellation. Only phone conversations with an Infusion Software representative will create a cancellation request. Each customer will receive an email confirmation upon the cancellation of the account. 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.
Regarding cancellation:
- In the case of website hosting, if the customer transfers the website to another host or no longer uses the service, it is important to understand Infusionsoft has no way of knowing this and it will not constitute account cancellation. Infusionsoft must be explicitly informed of every cancellation request.
- Closing an account with Infusionsoft cannot be done by simply canceling the credit card. Infusionsoft will continue to treat this as an open account and send it through our billing cycle. The end result is a past due account that will be turned over to a third-party collection service. It is imperative that account cancellation is done by contacting an Infusionsoft representative to ensure account closure.
- Cancellation of an account does not necessarily close that account. Any account balance past due or delinquent must be settled before closing of an account is possible. All cancelled accounts with an outstanding balance may be automatically turned over to a third-party collections service.
Billing FAQs
Q. Can I get copies of my invoice?
A. Invoices can be accessed through the CustomerHub portal. Invoices can also be emailed per a customer request. Contact the Infusionsoft billing department at 866-800-0004.
Q. How can I see how much I owe on my account?
A. Any outstanding balances can be seen at the CustomerHub portal.
Q. How can I update my credit card?
A. Credit Cards can be updated by accessing your account CustomerHub portal or contacting the Infusionsoft billing department at 866-800-0004.
Q. How can I cancel my account?
A. All account cancellations must be done verbally through an Infusionsoft representative. E-mail requests do not constitute acceptance of any cancellation. Only phone conversations with an Infusionsoft representative will create a cancellation request.
Q. Can I change my billing date?
A. Yes, but keep in mind a prorated amount will be added to your next invoice. Changes to billing dates must be made by our billing department at 866-800-0004.
Q. Can you split payments 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 US dollars and issued from a US bank. Payment by check is only accepted for prepayment of six months subscription services or as a final payment to close the account.
Q. Can I put my account on hold?
A. Yes, but there is a holding fee of $40 per month, and the account will be disabled. Only accounts paid in full may be put on hold. Accounts may not be put on hold for more than 60 days.
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.
Q. When is my next bill date?
A. All billing information can be viewed at the CustomerHub portal.
Q. How can I make a payment?
A. Payments can be made at the CustomerHub portal or by calling 866-800-0004.
Q. Where is my credit/refund?
A. Per our billing policy - all refunds will occur within 30 days of receipt of cancellation.
Q. What forms of payment can I use?
A. Infusionsoft accepts payments via credit 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 US dollars and issued from a US bank.
Q. What type of credit card can I use as payment?
A. Infusionsoft accepts Visa, MasterCard, AMEX, and Discover cards.
Q. How can I report a change in ownership of the company?
A. For an ownership transfer, please fax the letter and activation form to (480) 385-7651.
Q. How many payments do I have left in my payment plan?
A. All billing information can be viewed at the CustomerHub portal
Q. What am I being billed for, and what does this subscription include?
A. Infusionsoft is a web-powered software program that puts your email marketing, eCommerce sales, and customer management processes on autopilot. See http://www.infusionsoft.com/product for complete details.
Q. Why was I was double charged this month.
A. Chances are, the credit card charge from the previous month declined, and did not clear until this month. You can check all invoices at the CustomerHub portal
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 check all invoices at the CustomerHub portal
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 login to an amazing automated follow-up system to help you build your business. Whether you choose to actually login and use the system is up to you.
Note: Voice and Fax broadcast are exceptions and are billed per usage; Email and list size thresholds exist as well.
Q. I canceled my account, why is Infusionsoft following up with me to pay setup and subscription fees?
A. Cancellation of your subscription does not dismiss outstanding balances. Much like a leasing agreement with your car, if you sell the car, the remaining lease payments remain intact.
Please contact us for any other questions or concerns about our billing policy.
