Subscriptions & Billing

Learn about Cooledge subscription plans, billing management and how to set up your account for your business needs.

1. Subscription Plans Overview

Available Plans

Cooledge offers three subscription tiers to fit different business sizes:

Starter Plan - $49/month

• 30 quotes + jobs per month (combined)
• 1 user only
• 20 AI credits and 50 SMS credits per month
• Quoting
• Floor plan scanning for ducted quotes
• Google review automation
• Xero & QuickBooks sync
• Mobile app access
• Leads marketplace access

Growth Plan - $147/month (Most Popular)

Everything in Starter, plus:

• Unlimited quotes & jobs
• 2 users included, extra users at $29 per month each ($290 a year each on yearly billing)
• 50 AI credits and 300 SMS credits per month
• Automatic follow-ups
• Email and SMS campaigns
• Job forms with signatures and branded PDFs
• Custom subdomain
• White-label quotes
• Data import
• GoHighLevel integration
• Developer API and webhooks

Scale Plan - $297/month

Everything in Growth, plus:

• Unlimited users, with no per-user fees
• 100 AI credits and 600 SMS credits per month
• Priority support

Billing Frequency Options

• Monthly Billing: Pay monthly with flexibility to change plans
• Yearly Billing: 2 months free when you pay yearly (upfront)
• Extra users on yearly plans: Growth on yearly billing can include extra users at $290 a year each.
• Monthly-only add-ons: The voice add-on and additional phone numbers are billed monthly, so they are only available on monthly plans for now.
• Overage on yearly plans: Overage on yearly plans is billed monthly on a separate invoice, or sooner once it reaches $25. This covers SMS past your included credits and call minutes past your included minutes.
• Failed overage payment: If the payment for an overage invoice fails, your billing page shows the amount with a "Pay invoice" button. Until it is paid, SMS stops at your included credits and calls past your included minutes go to voicemail. Everything goes back to normal once it is paid.

2. Trial Period and Getting Started

14-Day Free Trial

Every new account starts with a 14-day free trial of the Growth plan:

Trial Includes:

• Duration: 14 days from when you add your card and start your trial
• Plan: The Growth plan, apart from SMS and campaigns (see below)
• Unlimited quotes & jobs: Create as many as you need during your trial
• Everything else: Complete access to job management, leads, catalog and team features
• Card required: You add a card when you start your trial. Cancel before day 14 and pay nothing.

Managing Your Trial

• Days Remaining: View trial status in billing settings
• Upgrade Anytime: Convert to paid subscription during trial
• Cancel Option: Go to Settings, then Account & Billing and click "Cancel trial" before your trial ends and you won't be charged. You keep access until the trial end date.
• When Your Trial Ends: Your card is charged for the Growth plan and everything keeps running.
• SMS and Campaigns: Available once your first payment goes through. Want them from day one? Choose 40% off your first 3 months instead of the free trial when you start.
• Extension: Contact support if you need more time to evaluate

3. Quote Limits and Usage

Understanding Quote Limits

Each plan includes a specific number of quotes per monthly billing cycle:

How Quote Limits Work:

• Monthly Reset: Quote count resets on your billing date
• Carry-over: Unused quotes don't carry to next month
• Usage Tracking: Monitor quote usage under "Usage this period" in Settings, then Account & Billing

What Happens When Limit Reached

• Creation Blocked: Cannot create new quotes
• Existing Quotes: Can still manage and send existing quotes
• Support Available: Contact support for immediate assistance

4. Managing Your Subscription

Billing Settings Access

Dashboard: Click Settings in the left menu. The settings menu replaces the main menu while you are in settings. Choose "Account & Billing" under "Billing and integrations". Click "Back to app" to return to the main menu.

Subscription Information Display

Your billing page shows:

• Current Plan: Your plan name and its status, for example "Active" or "Trial"
• Billing Frequency: "Billed monthly" or "Billed yearly" under the plan name
• Next Billing Date: Shown as "Next billing period"
• Manage billing: Opens the Stripe portal for your payment method, invoices, receipts and cancellation
• Plans: The Starter, Growth and Scale plans, with your own marked "Your plan" or "Your trial"
• Usage this period: Quotes and jobs for the current period, plus SMS credits on paid plans

Only the account owner sees the "Plans" section and the "Manage billing" button.

Plan Upgrades and Downgrades

Upgrading Your Plan:

1. Billing Frequency: In the "Plans" section near the top of the billing page, select "Monthly" or "Yearly, 2 months free". To change only how often you are billed, select the other frequency and click the button on your own plan. A confirmation shows the new price before anything changes.
2. Select New Plan: Click the button on the plan you want, for example "Upgrade to Scale". The plan you are on shows "Current plan".
3. Immediate Access: Upgraded features available instantly
4. Prorated Billing: Pay only for unused portion of billing period

Downgrading Your Plan:

1. Plan Selection: Click the button on a lower plan, for example "Downgrade to Starter". Moving to Starter shows what you will lose and asks you to confirm.
2. Takes Effect Straight Away: A downgrade applies as soon as you confirm. The unused part of your billing period is credited.
3. Feature Access: Features that are not in the new plan stop at once. Moving off Growth or Scale also releases your dedicated SMS number immediately.
4. Data Retention: All data preserved during downgrade

5. Payment Management

Stripe Customer Portal

Cooledge uses Stripe for secure payment processing:

Portal Features:

• Payment Methods: Update credit cards and billing information
• Invoice History: Download receipts and invoices
• Billing Address: Update company billing address
• Automatic Billing: Manage recurring payment settings

Accessing Payment Management

1. Billing Settings: Go to Settings, then Account & Billing
2. Manage billing: Click the "Manage billing" button
3. Stripe Portal: Redirected to secure Stripe portal
4. Update Information: Modify payment methods and billing details

Payment Method Updates

• Add New Cards: Store multiple payment methods
• Set Default: Choose primary payment method
• Remove Old Cards: Delete expired or unused payment methods
• Update Billing Info: Change billing address and company details

6. Team Management and Additional Seats

Default Team Size

• Starter: 1 user, the account owner
• Growth: 2 users included, with extra users at $29 per month each, or $290 a year each on yearly billing
• Scale: Unlimited users
• Role Permissions: Control access levels for team members

Additional Users/Seats (Growth Plan)

• Where to find it: The "Users" block under "Usage this period" on the billing page. It shows for the account owner on an active Growth plan.
• Extra Users: Add more team members beyond the 2 included. Use the plus and minus buttons, click "Save changes", then "Confirm changes".
• Seat Pricing: $29 per month for each extra user, or $290 a year each on yearly Growth, up to 20 extra users. For a bigger team, Scale includes every user.
• Yearly plans: Adding a user is charged now for the rest of your year. Removing one credits the unused part to your account balance, which comes off your next invoice. It is not refunded to your card.
• Removing Seats: You can lower the number of extra users down to what your active team needs. To go lower, deactivate someone in Settings, Manage team first. Removing a seat does not remove anyone from your team.
• Invite Next: Adding a seat raises how many people you can have. Each person gets access once you invite them from Settings, Manage team and they accept.

Managing Team Members

• Team Settings: Go to Settings > Manage Team
• Add Members: Invite new team members by email
• Role Assignment: Set permissions (Owner, Admin, Member)
• Remove Access: Deactivate team members when needed

7. Billing Cycles and Invoicing

Understanding Billing Cycles

• Monthly Plans: Billed every month from subscription start date
• Annual Plans: Billed once per year with upfront payment
• Overage on yearly plans: Billed monthly on a separate invoice, or sooner once it reaches $25
• Pro-rated Charges: Plan changes calculated proportionally
• Automatic Renewal: Subscriptions renew automatically

Invoice Management

• Automatic Generation: Invoices created automatically
• Email Delivery: Invoices sent to account owner
• Download Options: PDF invoices available in Stripe portal
• Company Details: Invoices include your business information

Failed Payment Handling

If a payment fails:

1. Automatic Retries: System attempts payment multiple times
2. Email Notifications: Alerts sent about payment issues
3. Service Continuation: Short grace period for service access
4. Update Payment: Prompt to update payment method
5. Support Contact: Assistance available for payment issues

8. Special Billing Scenarios

Payment Issues Resolution

Past Due Status:

• Service Impact: Limited access to quote creation
• Resolution: Update payment method to restore service
• Grace Period: Short period to resolve payment issues
• Support Help: Contact support for payment assistance

Subscription Cancellation:

• Owner Access: Only business owners can cancel subscriptions
• End of Period: Service continues until end of billing cycle
• Data Retention: Your account data is kept when you cancel
• Reactivation: Easy to reactivate subscription later

Plan Migration

• Plan Changes: Immediate access to new plan features
• Billing Adjustments: Automatic pro-rating for plan changes
• Feature Updates: New features activated instantly

9. Troubleshooting Billing Issues

Common Billing Problems

Payment Declined:

• Check Card Details: Verify card number, expiry and CVV
• Billing Address: Ensure billing address matches card
• Bank Contact: Contact bank to verify no blocks on card
• Alternative Payment: Try different payment method

Invoice Questions:

• Invoice Details: Review line items in Stripe portal
• Billing Period: Confirm billing cycle dates
• Pro-rated Charges: Understand partial period billing
• Support Contact: Email support for invoice clarification if required

Plan Change Issues:

• Feature Access: Verify new features are available
• Usage Limits: Check if quote limits updated correctly
• Support Help: Contact support for plan change assistance

Getting Billing Support

• Email Support: support@cooledge.com.au
• Billing Portal: Use Stripe portal for payment issues
• Documentation: Reference this help guide
• Response Time: Billing issues prioritised for quick resolution

---

Next Steps: Learn about Stripe payments setup → or explore leads marketplace →

Need help with billing? Email us at support@cooledge.com.au