Billing FAQ

Billing Cycles

Does billing start at the beginning of the month?

  • No, the billing cycle is based on the subscription date. When a subscription is started, it is valid for 1 month from that date. For example, a subscription started on the 5th will have a billing cycle from the 5th through the 4th of the next month.

  • If a free trial is used, the billing cycle starts after the trial ends.

Does Q2 allow prorated billing?

  • No, Q2 does not allow prorated billing.

Upgrades / Downgrades

When do upgrades / downgrades take effect?

  • Upgrades / downgrades take effect immediately.

Does Q2 prorate edition changes in the middle of a billing cycle?

  • Yes, when a customer changes their edition, they pay the pro-rated amount until the next billing cycle. In the next billing cycle, they pay the full amount.

Cancellations / Refunds

How are cancellations handled?

  • The customer will retain access to the app for the rest of the current billing cycle. After the cycle ends, their access will be terminated. They will not be charged for the next cycle.

  • If it is within 30 days of the start of the first billing cycle, we offer a full refund.

Do partners have access to marketplaces to handle refunds themselves?

  • No, each of our Marketplaces are run and maintained by the Financial Institution. Partners do not have access to these Marketplaces.

Can manual refunds be made?

  • Yes, we can refund any payments made through our Marketplace. It is a manual process, but includes all of the notifications necessary for the refund to the customer and to the processor.

  • Ideally, refunds would only be done on an exception basis.

Are fees still charged for refunds?

  • Yes, when a customer is billed through our Marketplace, there are hard costs that are owed at that time (roughly 6% of list price). If the customer is later refunded, these hard costs will remain.

Locations

What are locations?

  • Apps can be billed on a “per location” basis.

Can edition upgrades / downgrades happen per location?

  • No, all locations must use the same edition.

Can the number of locations be changed by the customer?

  • Yes, the quantity of locations can be changed through the update subscription flow, allowing customers to add or remove locations after the initial purchase.