Billing & Pricing Information
Transparent pricing with no hidden fees. Understand our simple billing model, APU system, and how to scale as your business grows.
Quick Overview
Simple, predictable pricing with no surprises.
- Monthly subscription - Pay a fixed amount each month
- Unlimited chats - No per-chat or per-conversation fees
- Generous APU allowances - Enough AI processing for typical usage
- No hidden costs - What you see is what you pay
- Cancel anytime - No long-term contracts required
Our Pricing Plans
We offer three flexible plans designed to meet the needs of businesses of all sizes, from solo entrepreneurs to large enterprises.
Solo
Perfect for small businesses and startups
- 1 Operator
- 500 APUs/month
- Unlimited chats
- AI assistance
- Basic features
Business
Ideal for growing teams
- Up to 20 Operators
- +£14.99/mo per additional operator
- 10,000 APUs/month
- Unlimited chats
- Advanced AI features
- Priority support
Enterprise
For large organizations
- Unlimited Operators
- Custom APU allocation
- Dedicated infrastructure
- SLA guarantees
- White-label options
Understanding APUs (AI Processing Units)
APUs are our simple, transparent way of measuring AI usage across your account. Think of them as "AI credits" that power all the intelligent features of your live chat system.
What Consumes APUs?
Every AI-powered interaction consumes APUs. Here's a breakdown:
AI Agent Conversations
When your AI agent handles a complete chat session autonomously. ~1 APU per typical conversation.
AI-Assisted Responses
When AI suggests responses to your human operators. ~0.1-0.3 APUs per suggestion.
Knowledge Base Queries
When AI searches your uploaded documents to find answers. ~0.05-0.2 APUs per query.
Chat Summaries & Analysis
When AI generates summaries or sentiment analysis of conversations. ~0.2-0.5 APUs per summary.
API Tool Integrations
When AI uses external tools (booking systems, CRMs, databases). ~0.3-1 APU per tool execution.
Real-World APU Usage Examples
To help you understand how APUs translate to actual usage, here are some typical scenarios:
| Business Type | Monthly Chats | APU Usage | Recommended Plan |
|---|---|---|---|
| Small E-commerce Store | ~200 chats (mostly AI-handled) | ~250 APUs | Solo |
| Professional Services Firm | ~500 chats (hybrid AI + human) | ~500 APUs | Business £1,499/mo |
| Growing SaaS Company | ~3,000 chats (AI-first approach) | ~3,500 APUs | Business £1,499/mo |
| Mid-Size Retail Business | ~5,000 chats (Moderate AI usage) | ~6,500 APUs | Business £1,499/mo |
| Large Enterprise | 15,000+ chats (multiple departments) | 20,000+ APUs | BeSpoke |
Billing Cycles & Payment
Understanding how and when you're billed ensures there are no surprises.
Monthly Subscriptions
All plans operate on a monthly billing cycle by default, unless separate contractual agreements have been arranged (such as annual enterprise contracts). Your subscription renews automatically on the same day each month. You'll receive an invoice via email 3 days before renewal with a breakdown of your usage.
Accepted Payment Methods
We accept all major payment methods:
- Credit & Debit Cards (Visa, Mastercard, American Express)
- PayPal
- Direct Debit (UK accounts)
- Bank Transfer (Enterprise plans only)
Secure Payments
All payments are processed securely through industry-leading payment processors. We never store your full card details on our servers. All transactions are encrypted and PCI DSS compliant.
Invoicing & VAT
UK businesses: VAT is added at 20% to all prices. EU businesses can provide a valid VAT number for reverse charge. Invoices are automatically generated and sent to your registered email address.
What Happens When You Exceed Your APU Allowance?
We understand that usage can vary month-to-month. Here's our fair and transparent approach to APU overages:
Our Fair Usage Policy
Grace Period (0-20% over)
No additional charges. Occasional spikes in usage are normal. If you go slightly over, we won't charge you. This happens automatically.
Moderate Overage (20-50% over)
You'll receive an email notification recommending a plan upgrade. If this continues for 2+ consecutive months, you'll be required to upgrade to a plan that better matches your usage patterns.
Significant Overage (50-100% over)
Consistent overages at this level require immediate remediation. You'll need to upgrade your plan or work with our team to optimize your AI usage. Continued significant overages may result in service restrictions.
Extreme Overage (100%+ over)
Usage exceeding 200% of your plan allocation may indicate abuse or misconfiguration. To protect system resources, we may implement rate limits, restrict certain AI features, or temporarily limit service until usage is brought in line with your plan or an appropriate upgrade is completed.
Fair Usage: We monitor usage to ensure fair access for all customers.
Upgrading or Downgrading Your Plan
Your business needs change, and your plan should too. Here's how plan changes work:
Upgrading
- Takes effect immediately
- Pro-rated billing for remainder of month
- Instant access to new features
- APU allowance increases immediately
Downgrading
- Takes effect at next billing cycle
- Keep current features until renewal
- No refunds for unused APUs
- Your data is preserved
How to Change Your Plan
- Log in to your Dashboard
- Navigate to Settings → Billing & Subscription
- Click "Change Plan" and select your new plan
- Review the changes and confirm
- You'll receive an email confirmation with all the details
Cancellation & Refunds
We hope you'll love IMSupporting, but we understand business priorities change. Our cancellation policy is simple and fair.
Cancellation Terms
- No contracts or commitments - Cancel anytime with no penalty
- Cancel before renewal - Your service continues until the end of your paid period
- Export your data - Download all chat transcripts, reports, and settings before cancellation
- Grace period - You have 30 days to reactivate without losing historical data
- After 30 days - Your account and data will be permanently deleted per GDPR requirements
Refund Policy
- No refunds - Subscription payments are non-refundable (cancellation takes effect at end of billing period)
- Free trial - Test the platform risk-free during your 14-day trial period before payment
- Failed payments - If payment fails, you have 7 days to update payment method before service suspension
Monitoring Your APU Usage
Stay informed about your AI usage with our real-time monitoring tools built into your dashboard.
Real-Time Dashboard
View current APU usage, remaining balance, and projected monthly total
Usage Alerts
Automatic notifications at 50%, 75%, and 90% of your monthly APU allowance
Detailed Reports
Breakdown by feature, time period, and operator to optimize usage
Export History
Download usage history for accounting and analysis purposes
Frequently Asked Questions
Need Help with Billing?
Our billing support team is here to answer your questions and help you choose the right plan.
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