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Billing & Subscription FAQ

Frequently asked questions about billing, subscriptions, pricing, and payment for NeuralTalk AI services.

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General Billing Questions

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How does NeuralTalk AI pricing work?

NeuralTalk AI uses a tiered pricing model based on your usage and needs:

• Free Plan: 100 conversations per month, basic features
• Pro Plan: 1,000 conversations per month, advanced features
• Enterprise Plan: Unlimited conversations, premium features

Pricing is based on the number of conversations your AI assistant handles each month. A conversation is counted when a user starts chatting with your assistant, regardless of how many messages are exchanged.

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What counts as a conversation?

A conversation is counted when:

• A user starts a new chat session with your AI assistant
• The conversation is active (user sends at least one message)
• The conversation ends (user closes chat or session times out)

Multiple messages within the same conversation count as one conversation.

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How is billing calculated?

Billing is calculated monthly based on:

• Conversation Volume: Number of conversations in the billing period
• Plan Features: Features included in your selected plan
• Overage Charges: Additional charges for usage above plan limits
• Add-ons: Any additional services or integrations

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When will I be charged?

• New Customers: Charged immediately upon subscription
• Existing Customers: Charged on your monthly anniversary date
• Upgrades: Prorated charges for plan upgrades
• Downgrades: Effective at next billing cycle

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Payment Methods

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What payment methods do you accept?

We accept:

• Credit Cards: Visa, Mastercard, American Express, Discover
• Debit Cards: All major debit card networks
• PayPal: PayPal account payments
• Bank Transfer: Wire transfers for Enterprise plans
• Cryptocurrency: Bitcoin, Ethereum (Enterprise plans only)

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Is my payment information secure?

Yes, we use industry-standard security measures:

• PCI DSS Compliance: Certified payment card industry standards
• Encryption: All payment data encrypted in transit and at rest
• Tokenization: Payment details tokenized for security
• No Storage: We don’t store your full payment details

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Can I change my payment method?

Yes, you can update your payment method anytime:

1. Go to your account settings
2. Navigate to “Billing & Payment”
3. Click “Update Payment Method”
4. Enter your new payment details
5. Save changes

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Subscription Management

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How do I upgrade my plan?

To upgrade your plan:

1. Go to your account dashboard
2. Click “Upgrade Plan” or “Billing”
3. Select your desired plan
4. Confirm the upgrade
5. You’ll be charged the prorated amount immediately

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How do I downgrade my plan?

To downgrade your plan:

1. Go to your account settings
2. Navigate to “Billing & Payment”
3. Click “Change Plan”
4. Select your desired plan
5. Changes take effect at your next billing cycle

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Can I cancel my subscription?

Yes, you can cancel your subscription anytime:

1. Go to your account settings
2. Navigate to “Billing & Payment”
3. Click “Cancel Subscription”
4. Confirm cancellation
5. Your service continues until the end of your billing period

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What happens when I cancel?

When you cancel:

• Immediate: No further charges
• Service: Access continues until billing period ends
• Data: Your data is retained for 30 days
• Export: You can export your data before deletion

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Billing Issues

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I was charged incorrectly. What should I do?

If you believe you were charged incorrectly:

1. Check your usage in the dashboard
2. Review your billing history
3. Contact our support team
4. Provide details of the discrepancy
5. We’ll investigate and resolve within 24 hours

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Why was I charged more than expected?

Common reasons for higher charges:

• Overage Usage: Exceeded your plan’s conversation limit
• Plan Upgrade: Upgraded to a higher tier
• Add-ons: Purchased additional services
• Taxes: Applicable taxes in your region

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How do I dispute a charge?

To dispute a charge:

1. Contact our support team immediately
2. Provide your account details
3. Explain the issue clearly
4. We’ll investigate and respond within 24 hours
5. If valid, we’ll issue a refund

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I didn’t receive my invoice. What should I do?

If you didn’t receive your invoice:

1. Check your spam/junk folder
2. Verify your email address in account settings
3. Contact support to resend the invoice
4. Update your email if necessary

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Refunds and Credits

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Do you offer refunds?

We offer refunds in specific circumstances:

• Service Issues: If our service doesn’t work as advertised
• Billing Errors: If you were charged incorrectly
• Cancellation: Within 30 days of initial purchase
• Technical Problems: If we can’t resolve technical issues

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How do I request a refund?

To request a refund:

1. Contact our support team
2. Explain the reason for the refund
3. Provide your account details
4. We’ll review and respond within 48 hours
5. If approved, refunds are processed within 5-7 business days

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Do you offer credits?

Yes, we offer credits for:

• Service Downtime: Credits for significant outages
• Billing Errors: Credits for overcharges
• Promotional: Special promotional credits
• Goodwill: Customer satisfaction credits

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How long do refunds take?

Refund processing times:

• Credit Cards: 5-7 business days
• PayPal: 3-5 business days
• Bank Transfer: 7-10 business days
• Cryptocurrency: 1-3 business days

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Enterprise Billing

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Do you offer custom pricing for Enterprise?

Yes, we offer custom pricing for Enterprise customers:

• Volume Discounts: Discounts for high usage
• Custom Features: Tailored feature sets
• Dedicated Support: Priority support and account management
• Flexible Terms: Custom billing cycles and payment terms

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How do I get Enterprise pricing?

To get Enterprise pricing:

1. Contact our sales team
2. Provide your requirements
3. Schedule a consultation
4. Receive a custom quote
5. Sign a custom agreement

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What’s included in Enterprise billing?

Enterprise billing includes:

• Unlimited Usage: No conversation limits
• Custom Features: Tailored functionality
• Dedicated Support: Priority support
• SLA Guarantees: Service level agreements
• Custom Integrations: Specialized integrations

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International Billing

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Do you support international billing?

Yes, we support international billing:

• Multiple Currencies: Support for major currencies
• Local Payment Methods: Region-specific payment options
• Tax Compliance: Automatic tax calculation
• Multi-language: Billing in your preferred language

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What currencies do you accept?

We accept payments in:

• USD: US Dollar
• EUR: Euro
• GBP: British Pound
• CAD: Canadian Dollar
• AUD: Australian Dollar
• JPY: Japanese Yen
• And more: Contact us for your currency

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How are taxes handled?

Tax handling:

• Automatic Calculation: Taxes calculated automatically
• VAT Compliance: EU VAT compliance
• Sales Tax: US sales tax where applicable
• Local Taxes: Region-specific tax requirements

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Usage and Limits

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How do I check my usage?

To check your usage:

1. Go to your account dashboard
2. Navigate to “Usage & Analytics”
3. View current month’s usage
4. Check historical usage data
5. Monitor usage trends

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What happens if I exceed my plan limits?

If you exceed your plan limits:

• Overage Charges: Additional charges per conversation
• Notifications: Email alerts when approaching limits
• Upgrade Prompt: Suggestions to upgrade your plan
• Service Continuation: Service continues with overage charges

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Can I set usage alerts?

Yes, you can set usage alerts:

1. Go to account settings
2. Navigate to “Usage & Analytics”
3. Set alert thresholds
4. Choose notification methods
5. Receive alerts when approaching limits

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Account Management

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How do I update my billing information?

To update billing information:

1. Go to account settings
2. Navigate to “Billing & Payment”
3. Click “Edit Billing Information”
4. Update your details
5. Save changes

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How do I change my billing address?

To change your billing address:

1. Go to account settings
2. Navigate to “Billing & Payment”
3. Click “Update Billing Address”
4. Enter new address
5. Save changes

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How do I add additional users to my account?

To add additional users:

1. Go to account settings
2. Navigate to “Team Management”
3. Click “Invite User”
4. Enter user details
5. Send invitation

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Support and Contact

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How do I contact billing support?

You can contact billing support:

• Email: billing@neuraltalk.ai
• Phone: +1 (555) 123-4567
• Live Chat: Available in your dashboard
• Support Ticket: Create a ticket in your account

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What information should I include in billing support requests?

Include the following information:

• Account Email: Your account email address
• Issue Description: Clear description of the issue
• Screenshots: Screenshots if applicable
• Transaction ID: If available
• Date/Time: When the issue occurred

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What are your billing support hours?

Billing support hours:

• Monday-Friday: 9 AM - 6 PM EST
• Saturday: 10 AM - 4 PM EST
• Sunday: Closed
• Holidays: Limited support

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Still Have Questions?

If you have additional billing questions:

• 📧 Email Support: billing@neuraltalk.ai
• 📞 Phone Support: +1 (555) 123-4567
• 💬 Live Chat: Available in your dashboard
• 📖 Documentation: neuraltalk.ai
• 🎥 Video Tutorials: Check our YouTube channel

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Need help with billing? Contact our support team for personalized assistance!