Billing Policy
Payment terms, billing cycles, and refund policies.
Billing Cycles
You are billed monthly or yearly in advance for Cention Contact Center:
- The Cention products in your subscription,
- the plan you select (including add-ons), and
- the number of agents (users) that have active accounts any time during a month, or if the agreement so states, by volume of conversations made each month.
These are the "Pricing Metrics" that are used to calculate your bill. We bill you each month in advance based on what your Pricing Metrics were during the peak of agents in the prior month, or by agreed minimum usage if our service is used on volume metrics.
Overages and Credits
We know that your usage may change. If you increase or decrease the number of agents (users), or change which Cention products or plans you use, we may charge you overages or issue you credits. These charges or credits will be based on how and when your Pricing Metrics changed over the course of the last month. We will also charge any additional usage above the agreed minimum usage for volume-based metrics customers.
Payment Methods
- Credit/debit cards (Visa, Mastercard, American Express)
- Bank transfer (Enterprise plans)
- Invoice (Enterprise plans with approved credit)
Currencies
We accept payment in USD, EUR, and GBP. Your billing currency is set at signup and used for all invoices.
Automatic Renewal
Subscriptions automatically renew at the end of each billing period unless cancelled before the renewal date.
Price Changes
We may change prices with 30 days' advance notice. Price changes take effect at your next renewal.
Refund Policy
- 30-day money-back guarantee for new subscriptions
- Pro-rated refunds for annual plans cancelled within first 30 days
- No refunds for partial months on monthly plans
- Enterprise refunds handled per contract terms
Failed Payments
If payment fails, we will:
- Notify you by email
- Retry the charge within 3-5 days
- Suspend service after multiple failed attempts
Taxes
Prices exclude applicable taxes (VAT, sales tax, etc.). Taxes are calculated based on your billing address.
Invoices
Invoices are available in your account dashboard and sent via email upon payment.
Questions
Contact billing@cention.com for billing enquiries.