How Billing Works

A short, plain-English walkthrough of how subscriptions work at The GAiGE. If you have a question we haven't covered, drop us a note — we'll add it.

Trials

Every new account starts on a 14-day free trial.
No credit card required.
You pick the plan you want to trial — Lite, Standard, or Pro. (Enterprise is a contact-sales path; trials happen on Pro.)
You can switch plans during the trial without paying — go to Settings → Manage Plan and pick another. Your trial duration doesn't reset.
Trials are capped at 200 users. If you need to roll out wider before subscribing, contact us and we'll sort it out.

When the trial ends, your account becomes read-only for 3 months — you keep access to your existing data, can still export it, but can't run new pulses or invite more people. Subscribe at any point in those 3 months to reactivate. After 3 months we archive the data.

Plans, tiers and prices

We charge per organisation per tier, not per seat. A "tier" is a band of users — for example, Lite has tiers at "up to 20", "up to 50", "up to 100", and so on. Inside a tier, the price is flat: 5 users, 19 users, 20 users — same price. Cross the cap and you move to the next tier.

This is deliberate. It means adding a 21st user to your team doesn't trigger a per-seat ramp; it just bumps you to the next tier.

Above 1,000 users, additional users are charged per-user at a flat rate (the "overage rate") on top of the highest tier. Realistically, organisations near that scale should chat to us about Enterprise — there's usually a better option.

All prices are in AUD inclusive of 10% GST. Other currencies are shown on the public Pricing page for comparison; checkout always bills in AUD.

Monthly vs annual

You choose at sign-up time, and you can switch later from Manage Plan.

Monthly — you pay every month. Simple, low commitment.
Annual — you pay once for the year, ~25% cheaper than the equivalent monthly cost over 12 months. Best for orgs sure they want to keep using The GAiGE.

The Manage Plan tab shows both side-by-side so you can see exactly what each costs you at your team size.

Upgrading vs downgrading

Subscription changes work differently depending on whether the change increases or decreases your per-month cost.

Upgrades take effect immediately

Moving up a plan (Lite → Standard, Standard → Pro), bumping up to a bigger seat tier, or switching from annual to monthly when annual was cheaper — anything that increases your monthly cost — applies straight away.

The new plan's features become available immediately.
Stripe charges the prorated difference for the remainder of the current billing period — so you don't pay for the full new price up-front when you only need it for the back half of the month.
Your billing date doesn't change.

Downgrades take effect at the end of the period

Dropping a plan (Pro → Standard, Standard → Lite), reducing your seat tier, or switching from monthly to annual when annual is cheaper — anything that decreases your monthly cost — is scheduled for the end of your current billing period, not applied immediately.

You keep your current plan's features through the rest of the period you've already paid for.
The new (lower) price kicks in at your next renewal.
Your billing date doesn't change.

If you change your mind about a scheduled downgrade before it kicks in, just pick a different option in Manage Plan — the most recent change wins.

Adding or reducing seats

Same rule, more granular: increasing your seat tier acts like an upgrade (immediate, prorated charge for the rest of the period); decreasing acts like a downgrade (effective at the next renewal).

If your team has just signed up 30 new people and you've outgrown your current tier, head to Manage Plan, drag the user-count slider, and the cards will recalculate. Click the matching button and you're done — Stripe handles the rest.

Promo codes

If you have a promo code (e.g. our launch offer), enter it in Manage Plan's "Have a promo code?" field. Codes are validated server-side against the plan and cadence you've selected — the most common gotcha is using a "monthly only" code on an annual subscription (or vice versa). The error tells you exactly what's wrong.

Codes apply at checkout for new subscriptions and at the next billing cycle for changes to existing subscriptions.

Cancelling

You can cancel at any time from Settings → Manage Plan → Cancel subscription via Stripe portal. The Stripe Customer Portal lets you cancel cleanly — the cancellation takes effect at the end of your current billing period, and you keep access to all features until then.

After cancellation, the same 3-month read-only window applies as for an expired trial. Reactivate at any point in those 3 months to keep your data; after that we archive it.

Receipts and invoices

Every paid invoice lands in Settings → Billing History, where you can view it on the web or download the PDF. The amounts there are GST-inclusive; the PDF breaks it out for your accountant.

If you need a different billing email or want a billing-only contact added, the Stripe Customer Portal (Manage Plan → Manage card / receipts) handles that.

Anything we haven't covered

Drop us a note via the Help button in the bottom-right of the app, or write to us via the contact page. We'd rather answer once and add it here than answer the same question privately five times.