Plans and billing policy

1.1This policy explains how plans, Sessions, usage limits, AI credits, trials, payment, failed payments, cancellation and refunds work.

1.2Paid plans and credit packs bought by card, Apple Pay or Google Pay are sold through Polar as merchant of record. Polar handles payment, receipts, invoices, VAT, refunds and payment disputes. Polar’s terms apply to the payment.

2.1What a Session is. A Session is one browser tab on one website where the Pertento script runs. It is counted once across the whole Product, whatever features run in it. Nothing is priced per feature or per unit. A Session starts when a page with the Pertento script loads in a browser tab. It continues across reloads and further pages on the same website in that tab, and ends when the tab is closed. Opening a new tab, or visiting a different website or subdomain, starts a new Session.

2.2Allowances. Each plan includes a number of Sessions per Plan Period:

2.3Plan Period. The Plan Period runs monthly from the subscription start date, not by calendar month. Annual plans also have monthly Plan Periods.

2.4No pooling. Each Account has its own allowance and Plan Period. For agencies, each client Account has its own allowance.

2.5No carry-over. Unused Sessions do not carry over. The count starts again each Plan Period.

2.6The count. Pertento’s Session count, shown in the Product, is authoritative. The Customer may dispute a count by email within 30 days after the end of the Plan Period concerned.

3.1Notices. Pertento notifies the Account’s Owners and Admins by email and in the Product when usage reaches 80% and 100% of the allowance.

3.2First month free. Going over the allowance in one Plan Period costs nothing extra.

3.3Plan move. The Account moves up one plan if it goes over the allowance in two consecutive Plan Periods, or uses more than 3 times its allowance in one Plan Period. Pertento always gives notice first. A move is never an immediate charge.

3.4Timing. On a monthly plan, the move applies at the end of the current Plan Period. On an annual plan, the move is made once the notice is at least 7 days old, and the prorated difference for the rest of the annual term is charged.

3.5Keep my plan. An Owner can choose “Keep my plan” in response to the notice. This cancels the move and holds the Account to its plan. Once the Plan Period’s Sessions are used up, further Sessions are not served until the Plan Period resets or the Account changes plan. This applies to the whole Product.

3.6While further Sessions are not served, visitors see the website’s original content and experiment results for the period may be incomplete.

4.1Pertento may investigate unusually large spikes in Sessions. Pertento may exclude from the count traffic it reasonably judges to be artificial, such as bots, crawlers, load tests or fraud. Excluded traffic does not count towards the allowance or plan moves.

4.2The Unlimited plan covers normal use for one business’s own websites. Pertento may contact the Customer about sustained use that degrades the Product for others, and agree on a suitable solution. If none is agreed, Pertento may apply section 17 of the Terms.

5.1Credits. AI features use credits. The number of credits each AI action uses is shown in the Product and documentation. Pertento may change credit rates with at least 30 days’ notice.

5.2Plan credits. Each plan includes a number of credits per Plan Period, as shown at pertento.ai/pricing. Plan credits expire at the end of each Plan Period and do not carry over.

5.3Credit packs. Packs of 2,500, 5,000 and 10,000 credits can be bought. Pack credits are valid for 12 months from purchase and are non-transferable between Accounts. Plan credits are used before pack credits.

5.4Zero credits. When an Account has no credits left, AI features pause. Nothing is billed beyond the credits available.

5.5Active plan required. An Account without an active plan cannot use AI features, even with credits left. Pack credits keep their 12-month validity during that time.

5.6No cash value. Credits have no cash value and are not refunded on cancellation or termination. If a pack is refunded in full, its unspent credits are revoked.

6.1A payer’s first plan, and an agency’s first agency fee, start with a free trial of 12 days. A payment method is required at the start of the trial.

6.2The trial converts automatically to a paid subscription at the end of day 12 unless it is cancelled before then. Pertento sends a reminder before the trial ends.

6.3An agency’s first paid client plan has no trial.

6.4Each payer gets one trial. Pertento may refuse or end a trial it reasonably suspects of abuse, including repeated trials by the same business. Polar runs automated fraud and trial-abuse checks at checkout, and a trial or payment may be declined on that basis.

7.1Upgrades apply immediately. The prorated difference for the rest of the current term is charged at once.

7.2Downgrades apply at the end of the current term. Nothing is refunded. If usage exceeds the lower plan’s allowance, section 3 applies from the first Plan Period on the lower plan.

7.3Annual plans cost 20% less than twelve monthly payments of the same plan. They are paid in advance for 12 months and have monthly Plan Periods for Sessions and AI credits.

7.4On an upgrade, the higher plan’s Session allowance and plan credits apply from the change. On a downgrade, they apply from the next term.

8.1Prices are listed at pertento.ai/pricing. All prices are in euro (EUR) and exclude VAT.

8.2VAT is added at checkout where it applies. Polar determines and collects VAT as merchant of record.

8.3A VAT ID is not required. A Customer that provides a valid VAT ID may be charged without VAT under reverse-charge rules where they apply. A Customer that provides none, or whose VAT ID cannot be validated, is charged VAT at the applicable rate. VAT charged because no valid VAT ID was provided is not refunded, except where Polar’s procedures allow it.

8.4If the Customer’s card or account is in another currency, conversion and its fees are set by the Customer’s card issuer or bank and are the Customer’s responsibility.

9.1Card and wallets. Plans and credit packs can be paid by card, Apple Pay or Google Pay through Polar. The Customer authorises charges to the payment method on file as described in section 5.4 of the Terms.

9.2Invoice. Pertento may agree to invoice a Customer directly. In that case:

• Pertento is the seller and issues the invoice, including VAT or a reverse-charge note where it applies;
• invoices are payable in EUR within 30 days of the invoice date unless the invoice states otherwise;
• late payment accrues interest under the Swedish Interest Act (räntelagen) and statutory compensation for collection costs;
• bank charges and conversion costs on the Customer’s side are borne by the Customer, and Pertento must receive the full invoiced amount;
• if an invoice is unpaid 14 days after its due date and a reminder has been sent, Pertento may stop serving under section 10.3.

10.1Retries. If a card payment fails, Polar retries it and the Account becomes past due. Owners are notified and can update the payment method in Polar’s portal.

10.2Grace period. A past-due Account keeps serving for 7 days from the first failed charge.

10.3Serving stops. If the grace period ends without payment, serving stops. Experiments, personalisations and surveys no longer run, and visitors see the website’s original content.

10.4Read-only. The Account becomes read-only. Data stays viewable and exportable and writes are refused. Billing, sign-in, settings and team management keep working, so the Customer can pay and reactivate.

10.5Reactivation. Choosing a plan again restores serving.

10.6Duration. A read-only Account has no time limit. Pertento may terminate a read-only Account with at least 30 days’ notice to its Owners, after which data is returned or deleted under the DPA.

10.7Chargebacks. If a payment is disputed with the card issuer, Pertento may treat the Account as past due until the dispute is resolved.

11.1Card payments. Cancel in Polar’s customer portal. Cancellation takes effect at the end of the current term, and the Account keeps full access until then.

11.2Invoice payments. An Owner sends written notice to hello@pertento.ai at least 30 days before the end of the current term. Email counts as written notice. Later notice takes effect at the end of the following term. Pertento confirms receipt within 5 business days.

11.3After the term ends, serving stops and the Account becomes read-only under section 10.4.

12.1Subscription fees are not refunded, including for unused time, unused Sessions, downgrades or cancellation.

12.2Credit packs are not refunded, except where Pertento agrees to a full refund. A full refund revokes the pack’s unspent credits.

12.3Where a refund is granted for a payment made through Polar, Polar processes it to the original payment method.

12.4This section does not limit rights that cannot be excluded under mandatory law.

13.1Pertento may offer discount codes. Each code states its discount, the plans it applies to, and whether it applies to the first payment, a set number of Plan Periods, or on an ongoing basis.

13.2Unless the code states otherwise: one code per Account, codes cannot be combined, have no cash value, cannot be transferred, and must be applied at checkout.

13.3Pertento may withdraw a code at any time. Withdrawal does not affect discounts already applied for their stated duration. Pertento may reverse a discount obtained through misuse of a code.

14.1The agency is the Customer for every client Account it creates and pays all fees for them, by card or invoice.

14.2Each client Account has its own plan, Session allowance, AI credits and Plan Period. Nothing is pooled.

14.3All usage, billing and lapse notices for client Accounts go to the agency’s Owners and Admins.

14.4If the agency fee is not paid, serving stops for the agency’s own Account and for any client Account the fee includes. Client Accounts with their own paid plan continue to serve. A client Account without a plan does not serve.

15.1Pertento may change this policy with at least 30 days’ notice to Owners, as set out in section 13 of the Terms. Price changes follow section 5.5 of the Terms.