Pulseri In plain English
- Every plan starts with a 14-day free trial unless you choose to pay straight away. You need a card to start it, and each card can start one trial.
- Cancel before the trial ends and you pay nothing. If you do not cancel, we charge your card when the trial ends. Your plan then renews every month or year until you cancel.
- Prices are in euros and do not include VAT or similar taxes. Pulseri is for businesses only.
- Upgrades apply at once, and you pay the difference for the rest of the period. Downgrades apply at the end of the period.
- On self-serve plans, surveys keep sending after you use up your monthly allowance, and we charge for the extra sends after the month ends. During the trial, sending stops at the allowance and costs nothing extra.
- If a payment fails, we email you and try again for 14 days. After that your account becomes read-only. We do not delete anything at that point. If it stays unpaid for 60 more days, we cancel the subscription and tell you 7 days before.
- After your subscription ends, your account stays read-only for at least 90 days. We email you before we delete your data.
- Fees are not refunded, except in the cases listed in section 8.
- Enterprise customers are invoiced under their Order Form (section 9).
This page is part of the Terms of Service (the "Terms"). Words defined in the Terms, such as Customer Data, Team Members and Order Form, mean the same here. Questions about billing go to [email protected].
1. Plans, prices and currency
1.1 Our self-serve plans (Starter, Growth and Business), their prices, limits, features and add-ons are shown on the pricing page and on the billing page in your dashboard. The figures for the plan you buy are part of your agreement for the period you buy.
1.2 Prices are in euros (EUR) and do not include VAT or other taxes (see section 5). You can pay monthly or yearly. Subscriptions are paid in advance and renew automatically at the end of each period until you cancel.
1.3 Add-ons (for example a single sign-on connection, People packs and send packs, where your plan offers them) are extra items on your subscription. They follow the same monthly or yearly interval as your plan.
1.4 Self-serve plans are paid by card. Payments are processed by Stripe, our payment provider. We do not see or store your full card number. See the Privacy Policy.
1.5 Enterprise plans are agreed with us directly and invoiced. Section 9 explains how they differ.
2. Free trial
2.1 Length. Every self-serve plan starts with a 14-day free trial, unless you choose to pay straight away when you sign up. There is no free plan.
2.2 Card. You need to give us a payment card to start the trial. We do not charge it during the trial. When you sign up, we ask your bank to approve the card for the payment at the end of the trial. This does not charge you. Your bank may ask you to confirm it.
2.3 One trial per card. Each card can start only one trial. If your card has already been used for a trial, we tell you, and you can start a paid plan straight away instead.
2.4 What you get. During the trial you get the plan you picked, with its limits, except that: (a) survey sends stop when you reach your plan's monthly send allowance. The trial is not charged for extra sends (no overage), and send packs do not raise the allowance during the trial; (b) add-ons you add during the trial are not charged until the trial ends; (c) you can change plan, interval or add-ons at any time. The change applies at once, costs nothing during the trial, and does not move the trial end date.
2.5 Reminders. We email the account owners and the Team Members who can manage billing 3 days before the trial ends, with the date of the first payment. If your company details or, for an EU business, your VAT ID are still missing on day 7 or day 12 of the trial, we also remind you to add them.
2.6 The trial converts automatically. When the 14 days end, we charge your card for the first period of your plan and any add-ons, unless you cancelled before the trial ended. Section 5.3 explains the one case where the first charge is held.
2.7 Cancelling during the trial. You can cancel during the trial on the billing page. You keep access until the trial ends, and you are not charged.
3. How we charge
3.1 In advance. We charge your card at the start of each monthly or yearly period, for that period. Your invoices are available on the billing page in your dashboard.
3.2 Upgrades. If you move to a higher plan, add an add-on or raise its quantity, the change applies at once. We charge a prorated amount for the rest of your current period straight away, on a separate invoice. "Prorated" means you pay only for the time left in the period, less the unused part of what you already paid for the old setup. The change applies once that payment goes through.
3.3 Downgrades. If you move to a lower plan, remove an add-on or lower its quantity, the change applies at the end of your current period. You keep what you have until then. There is no credit or refund for the time left. Before you confirm a change, the billing page shows when it applies, what it costs, and any limits you would be over or features you would lose.
3.4 Monthly and yearly. Moving from monthly to yearly applies at once, with a prorated charge as in 3.2. Moving from yearly to monthly applies at the end of your yearly period.
3.5 What a downgrade turns off. When a downgrade takes effect: (a) features that the new plan does not include stop working (for example single sign-on or automatic user provisioning, also called SCIM). If you use single sign-on or user provisioning, we email you about it when the downgrade is scheduled and again 7 days before it takes effect; (b) where you are over a count limit of the new plan (for example the number of People), nothing is deleted, but you cannot create more until you are back under the limit or upgrade; (c) if the new plan keeps audit log events for a shorter time, we keep everything for 14 more days after the downgrade takes effect. After that, events older than the new plan's period are deleted. We email you when the downgrade is scheduled and again 3 days before the deletion, so you can save the events first.
3.6 Price changes. We may change prices for future periods. We email you at least 30 days before a new price reaches you. If you do not agree, you can cancel before it applies. The old price applies until the end of the period you have already paid for.
4. Overage (survey sends)
4.1 Monthly allowance. Each plan includes a monthly allowance of survey sends, shown on the pricing page. One allowance covers both surveys we send by email and surveys we show in your app: each survey sent by email counts as one send, and each in-app survey shown to a person counts as one send. Both draw from the same pool. We count sends in monthly periods that start on the day your paid subscription started. The count restarts every month, also on yearly plans. During the trial, one allowance covers the whole trial.
4.2 Usage emails. We email the account owners and the Team Members who can manage billing when you reach 80 percent and 100 percent of your allowance.
4.3 Overage. On self-serve plans, surveys keep sending after you pass your allowance. We charge the extra sends at the overage rate on the pricing page, which is a price per 1,000 sends. You pay only for the sends beyond the allowance, not for a full block of 1,000. After the monthly period ends, we invoice the overage separately and charge it to your card.
4.4 Small amounts. If the overage you owe is below the smallest amount our payment provider can charge (EUR 0.50), we carry it to a later bill until the total reaches that amount. If your subscription ends first, we drop the amount.
4.5 Send packs. On plans that offer them, send packs raise your monthly allowance. Overage applies only beyond the raised allowance.
4.6 Hourly limit. We also limit how many survey emails an account sends per hour, as a safety brake against mistakes and abuse. Survey emails above the hourly limit are delayed, not dropped. The hourly limit does not apply to in-app surveys.
4.7 When sending stops. Where sending stops at the allowance (during the trial, or on a plan without overage), email surveys triggered by events wait. They are sent when sending is possible again, for example when a new monthly period starts, or dropped if they have waited more than 7 days. An in-app survey is not shown while sending is stopped, and it does not wait.
4.8 Other limits are not billed. Other limits, such as how many People you can store, are never charged as overage. When you reach one, you cannot create more until you free up space or upgrade.
5. Taxes
5.1 Business only. Pulseri is sold only to businesses. By signing up, you confirm that you are buying for your business.
5.2 Prices exclude tax. Prices do not include VAT or similar taxes. Where we must charge VAT or a similar tax, we add it to your invoice.
5.3 EU businesses and VAT IDs. If your business is in the EU, you need to give us your company name, address and a valid VAT ID before your first payment. We check the VAT ID. For EU businesses with a verified VAT ID, we do not charge VAT and you account for it yourself in your own country (this is called the "reverse charge"). If your billing country is missing, or your EU company details or verified VAT ID are missing when the trial ends: (a) we hold the first charge for up to 7 days and email you to add the details. Your plan keeps working during this time; (b) once the details are complete and verified, we take the first payment; (c) if they are still missing after 7 days, we cancel the subscription and charge you nothing. Section 7.3 then applies to your data.
5.4 Your part. Keep your billing details accurate. You are responsible for any taxes, duties or withholding that apply to you, other than taxes on our income.
6. Failed payments
6.1 Notice and retries. If a payment fails, we show a banner in the dashboard to the account owners and the Team Members who can manage billing, and we email them. Our payment provider tries the payment again over the next 14 days, and each email says when the next attempt is. This also applies to an unpaid overage invoice.
6.2 Fixing it. You can update your card and retry the payment on the billing page at any time.
6.3 Read-only after 14 days. If the payment is still unpaid 14 days after it first failed, your account becomes read-only and we email you. While it is read-only: (a) you can still sign in, read your data, edit and delete existing items, manage your team and update billing; (b) data sent to us through the API, the SDK and integrations is still accepted and stored, within your plan limits; (c) you cannot create new items, such as campaigns, integrations or webhooks, and no surveys are sent; (d) nothing is deleted.
6.4 Back to normal. Paying all open invoices restores full access.
6.5 Cancellation after a further 60 days. If the account stays read-only for 60 days, we cancel the subscription. We email you 7 days before. After the cancellation, section 7.3 applies to your data.
6.6 Invoiced customers. Enterprise customers who pay by invoice are not made read-only automatically. Section 9 applies.
7. Cancellation and your data
7.1 Cancelling. You can cancel at any time on the billing page in your dashboard. An account owner or a Team Member who can manage billing can do this. Cancellation takes effect at the end of your current billing period or, during a trial, at the end of the trial. You keep access until then and you are not charged for the next period. Until that date you can undo the cancellation on the billing page.
7.2 No cancellation fee. There is no cancellation fee and no minimum term beyond the period you have already paid for. Overage from your last period is still invoiced as in section 4.
7.3 After your subscription ends. Your account becomes read-only for at least 90 days (except as Terms section 13.4(a) allows after a serious breach). Your settings and data stay as they were. You can still sign in and read your data in the dashboard and through the API, and we will give reasonable help getting your data out if you ask.
7.4 Restarting. During this time an account owner or a Team Member who can manage billing can restart a paid plan on the billing page. There is no new trial: we charge you straight away, after any open overage invoices are paid.
7.5 Deletion. We email the account owners and the Team Members who can manage billing 30, 7 and 1 days before the deletion date. We then delete your account and Customer Data from our live systems. Copies in backups are gone within 14 days after that. If you restart a paid plan before the deletion date, we do not delete anything. If the law, a court or a legal dispute requires us to keep some data, we pause its deletion until that need ends. The Terms (section 13.4) explain the limited records we keep after deletion.
8. Refunds
8.1 Trial. If you cancel before the trial ends, you are not charged, so there is nothing to refund.
8.2 The general rule. Fees you have paid are not refundable. We do not refund unused time or unused allowance when you cancel, downgrade or stop using the Service part-way through a period. You keep access until the end of the period you paid for.
8.3 When we refund. We refund: (a) any amount we charged by mistake; (b) a charge made after you validly cancelled; (c) the fees you prepaid for the period after the end date, if you end the agreement because we materially broke it and did not fix it (Terms section 13.2); (d) the fees you prepaid for the period after the end date, if the Service does not work as promised and you end the agreement under Terms section 14.2; (e) the fees you prepaid for the period after a removal, if we remove a paid feature and you cancel (Terms section 3.2); (f) the fees you prepaid for the period after the end date, if the Service is stopped by an event beyond our control for more than 30 days and either side ends it (Terms section 19.5); (g) the fees you prepaid for the period after the end date, if we stop offering the Service to all customers (Terms section 13.6); (h) the fees you prepaid for the period after the end date, if we end part of the Service because of an intellectual property claim (Terms section 16).
8.4 Goodwill. In other cases we may choose to give a refund or a credit, for example for a first renewal charge you did not expect. This is at our discretion and does not oblige us to do the same again.
8.5 How refunds are paid. Refunds go back to the original payment method. To ask for a refund or report a wrong charge, email [email protected]. Please contact us before you dispute a charge with your bank: we can usually fix it faster.
8.6 Consumer rights. We sell only to businesses (Terms section 2), so consumer cooling-off or withdrawal rights do not apply. This page does not limit any right that the law does not allow us to exclude.
9. Invoiced customers
9.1 Enterprise plans are agreed in a signed Order Form. Unless the Order Form says otherwise: (a) we invoice yearly in advance; (b) the Order Form sets the price, the limits, the payment terms and when an invoice is due; (c) section 2 (free trial), section 4 (overage) and section 7.4 (restarting on the billing page) do not apply. Your Order Form sets your limits and what happens when you reach them; (d) your account is not made read-only automatically when an invoice is late. Late payment is handled under the Order Form; (e) sections 5 (taxes), 7.3 and 7.5 (your data after the end) and 8 (refunds) apply.
9.2 If the Order Form and this page differ, the Order Form wins.
10. Changes
We may update this page. Changes that affect what you pay, or when, follow the Terms: we email you at least 30 days before they apply to you, and you can cancel before then. Changes required by law can apply sooner. The date at the top of this page shows when it last changed.