Billing & Purchase Conditions

1. Subscriptions, Billing, and Auto-Renewal

Q360 Insights offers subscription-based access to the Service. By selecting a paid plan (e.g., Essential, Pro, Premium), you agree to pay all applicable fees on a recurring basis (monthly or annual, as selected).

• Auto-Renewal: Your subscription will automatically renew at the end of each billing cycle unless canceled prior to the renewal date. You authorize Q360 Insights to charge your payment method on file for each renewal term.
• Billing Timing: Charges are billed in advance of each billing cycle. All fees are due immediately upon billing.
• No Proration: Fees are not prorated for partial billing periods unless explicitly stated otherwise.
• Payment Processor: Payments are processed by a third-party provider (e.g., Stripe). By making a purchase, you agree to the applicable payment processor terms. Q360 Insights does not store full payment card details.
• Participant Recruitment and Incentives: Subscription fees do not include the cost of sourcing, recruiting, or compensating survey participants. Clients are solely responsible for procuring their own respondents and for paying any associated third-party panel fees, participant incentives, or gift cards.

2. Prepaid Credits and Usage-Based Charges

Subscription plans include a set number of prepaid interview credits per billing cycle.

• Completed Interview Definition: A “completed interview” means a respondent session that meets Q360 Insights’ system-defined completion criteria (such as reaching a defined endpoint or minimum response threshold). Determination of completion is made by Q360 Insights systems.
• Credit Usage: Each completed interview consumes one credit.
• Overages: If usage exceeds included credits, additional interviews will be automatically billed at your plan’s overage rate at the end of your billing cycle. To avoid overages, close surveys prior to reaching completed limits.
• No Automatic Pause: Data collection will not automatically stop when credits are exhausted. You are responsible for monitoring your survey limits, and closing before reaching completed limits.
• Rollover Credits: Unused prepaid credits roll over to the next billing cycle, subject to the limits defined by your specific subscription tier. Rollover limits are enforced at the moment of billing renewal.
• Authoritative Records: System-recorded usage data is deemed final and authoritative for billing purposes.

3. Paused / Parked Status

If you wish to retain access to your account and historical data without paying for an active data-collection subscription, you may downgrade to a "Parked" or "Paused" state.

• Account Access: You will retain read-only access to your past projects, results, and accumulated rollover credits.
• Restrictions: While Parked, you cannot launch new projects. Any active survey links will be immediately suspended and unable to collect new respondent data, unless you have remaining credits for your current billing cycle.
• Reactivation: To resume data collection or launch new projects, you must upgrade back to an active subscription tier. Unused rollover credits will be immediately available upon reactivation, depending upon your plan's rollover limits.

4. Cancellation and Termination

You may cancel your subscription at any time via your account dashboard or by contacting support.

• Effective Date: Cancellation takes effect immediately regarding subscription renewals. However, you will transition to a "Parked" state (as defined above) and may continue to use remaining prepaid credits for active projects.
• No Refunds for Partial Periods: Cancellation does not entitle you to refunds for unused time, partial months, or unused prepaid credits.
• Q360 Insights may suspend or terminate access without notice if you violate the main Terms and Conditions.

5. Data Retention and Deletion

Upon cancellation or termination, your account may be placed in a restricted or "Revoked" state. Data retention and deletion are governed by Section 9 of the Master Terms.

6. Refunds and Billing Disputes

All purchases, subscription fees, and usage-based charges are non-refundable, except where required by law or in cases of verified billing errors.

• Dispute Window: You must notify us of any billing dispute within 30 days of the charge date.

7. Failed Payments

If a payment fails, we may retry the charge and notify you. Accounts with outstanding balances may have features limited, including suspension of data collection and access restrictions, until payment is resolved.

8. Taxes

Fees do not include applicable taxes. You are responsible for all applicable taxes, excluding taxes based on our net income.