Billing & Usage

Billing FAQ

Find answers to common questions about Chatsby plans, pricing, usage limits, and billing. For questions about platform features, see the General FAQ. For security-related questions, see the Security FAQ.

What plans are available?

Chatsby offers a range of plans designed to scale with your business:

Visit the Chatsby Pricing Page for current pricing and a detailed feature comparison across all plans.

How is usage calculated?

Usage is measured by the number of messages your agents process per month. Your billing cycle begins on the day you subscribe (or upgrade) and resets every 30 days.

Usage is tracked at the account level, not per agent. If you have multiple agents, all of their messages count toward your single monthly quota.

What counts as a "message"?

A message is defined as a single exchange between a visitor and your AI agent:

• 1 visitor message + 1 agent response = 1 message credit
• System messages (welcome messages, escalation notices) do not count toward your quota.
• API-initiated conversations count the same as widget-initiated conversations.
• Messages in the Playground (testing area) do count toward your quota, but at a reduced rate on most plans.
• If your agent uses AI Actions (e.g., booking a meeting), the action may consume additional credits depending on the number of AI model calls required.

For example, if a visitor has a conversation with 5 back-and-forth exchanges, that consumes 5 message credits.

What happens when I hit my message limit?

When you reach your monthly message quota:

• You receive email notifications at 80% and 100% usage.
• Your agents will display a message indicating they are temporarily unavailable until the next billing cycle.
• You can purchase additional message credits as an add-on ($9 per 5,000 credits) to keep your agents running immediately.

Can I change plans mid-cycle?

Yes. You can upgrade or downgrade your plan at any time from Account Settings > Billing.

• Upgrades take effect immediately. You are charged a prorated amount for the remainder of your current billing cycle, and your message quota increases right away.
• Downgrades take effect at the end of your current billing cycle. You retain access to your current plan's features and quota until the cycle ends, then the new plan begins.

What payment methods are accepted?

Chatsby accepts the following payment methods:

All payments are processed securely. Chatsby does not store your credit card information.

How do I cancel my subscription?

You can cancel your subscription at any time from Account Settings > Billing > Cancel Subscription.

When you cancel:

• Your plan remains active until the end of the current billing cycle. You will not be charged again.
• Your agents will stop responding to new conversations after the billing cycle ends.
• Your account data (agents, training data, conversations) is retained for 30 days after cancellation, giving you time to reactivate if you change your mind.
• After 30 days, your data is permanently deleted unless you request an extension.

Do you offer refunds?

Chatsby's refund policy is as follows:

• Monthly plans: We do not offer partial refunds for unused time within a billing cycle. However, if you cancel within 48 hours of your first subscription or an upgrade, you can request a full refund by contacting [email protected].
• Enterprise plans: Refund terms are governed by your individual enterprise agreement.

Is there a free trial?

The Free plan serves as your trial experience. You can create up to 2 agents, train them on your data, test them in the Playground, and embed them on your site --- all at no cost, with no expiry. This allows you to evaluate Chatsby's capabilities before committing to a paid plan.

If you need to evaluate features that are only available on paid plans (such as advanced analytics or team collaboration), contact [email protected] to discuss a trial arrangement.

How does enterprise pricing work?

Enterprise pricing is custom-quoted based on your organization's specific requirements. Factors that influence enterprise pricing include:

• Expected monthly conversation volume
• Number of agents and team members
• Required integrations and custom development
• SLA and support level requirements
• Contract term length

To get an enterprise quote, contact our sales team at [email protected] or fill out the enterprise inquiry form on the Pricing Page.

Tax and invoicing

Taxes

• Chatsby charges applicable sales tax or VAT based on your billing address and local tax regulations.
• For EU customers, VAT is applied at the rate of your country of residence. If you have a valid VAT ID, you may be exempt from VAT --- enter your VAT ID in Account Settings > Billing > Tax Information.
• For US customers, sales tax is applied based on your state's tax requirements.

Invoices

• Invoices are automatically generated for every payment and are available in Account Settings > Billing > Invoice History.
• You can download invoices as PDFs for your records.
• Enterprise customers on invoicing terms receive invoices via email at the start of each billing period.
• To update your billing address or company name on invoices, go to Account Settings > Billing > Billing Information.

Can I get a receipt for my payment?

Yes. Receipts are automatically emailed to the address on file after every successful payment. You can also download receipts and invoices from Account Settings > Billing > Invoice History at any time.

What happens to my data if my payment fails?

If a payment fails (e.g., expired credit card), Chatsby will:

1. Retry the payment automatically up to three times over the next 7 days.
2. Send you email notifications about the failed payment with instructions to update your payment method.
3. If payment is not resolved within 14 days, your account is downgraded to the Free plan.
4. Your agents, training data, and conversation history are preserved for 30 days after downgrade, during which time you can update your payment method and reactivate your plan.