Billing, Cancellation & Refund Policy

1. How billing works

• Per Seat: Subscriptions are priced per Seat (per user, per month), in US dollars, at the prices on the Pricing page or in an Order Form.
• Monthly billing: self-service Subscriptions are billed monthly.
• Payment processing: payments are processed by Stripe. At sign-up the Customer is sent to Stripe's hosted Checkout page to pay. Today, card details are entered on Stripe's page, not on a Helios page.
• Payment methods: Helios will accept cards, Link and digital wallets through Stripe Checkout.
• Start of billing: the Subscription Term, and billing, begin on the date of the Customer's payment in Stripe Checkout or, for a Subscription under an Order Form, on the start date the Order Form states.
• Invoices: invoices are issued through Stripe. Today, the Customer's administrator can see the plan, the Seats and past invoices on the billing page of the admin console, and can manage payment details in Stripe's hosted billing portal, opened from the admin portal's billing page.

2. Monthly and annual billing

An annual Subscription costs 10% less than the monthly price and is paid upfront for the year. Helios will offer annual Subscriptions through Stripe Checkout. Until that option is available at sign-up, annual Subscriptions are arranged with the Helios sales team through the contact form and set out in an Order Form; they cannot be bought through self-service sign-up today.

• Payment terms for Order Forms: invoices under an Order Form are due on receipt.

3. Changing the number of Seats

Seat changes are made in Stripe's hosted billing portal, opened from the admin portal's billing page, which Helios will keep set up for them (see "Billing portal settings" below). When Stripe records a new Seat quantity, the Service updates the Customer's Seat limit to match. The Service does not create a new Authorized User account once every purchased Seat is in use.

• Proration: when Seats are added mid-term, Helios will charge the prorated amount for the rest of the billing period straight away. When Seats are removed, Helios will credit the prorated amount to the next invoice.
• Billing portal settings: Helios will keep the Stripe billing portal set up so that the Customer's administrator can change Seats and cancel, with proration as described above.
• Reducing Seats: if Seats are reduced below the number of active Authorized Users, the excess accounts stay active; Helios will bill them at a later true-up.
• Seat limits at sign-up: the minimum is 1 Seat on every plan. Self-service sign-up accepts up to 1,000 Seats; for more, contact sales through the contact form.

4. Renewal

• Monthly Subscriptions: renew automatically each month until cancelled.
• Annual Subscriptions: renew automatically for another year unless the Customer cancels at least 30 days before the end of the current Subscription Term.

5. Failed payments

If a payment fails, Stripe may retry it. Helios will allow 14 days for a failed payment to be collected; if it has not been collected by then, the Subscription will end and the Customer's workspace will be suspended in the same way as after a cancellation (see section 7).

6. Price changes

Prices for an annual Subscription are fixed for its Subscription Term. Price changes for a monthly Subscription take effect after at least 30 days' notice.

7. Cancellation

• How to cancel: Helios will keep cancellation available to the Customer's administrator in Stripe's billing portal, opened from the admin portal's billing page (see section 3).
• When it takes effect: at the end of the current paid billing period; the workspace is suspended when the Subscription ends.

What happens to the workspace. When a Subscription ends, the workspace is suspended, not deleted:

• today, the Customer's administrator can no longer sign in to the admin portal. During the retention period, Authorized Users will have read-only access to the workspace so that they can export Customer Data.
• Helios will keep Customer Data for 30 days after the Subscription ends, and then purge it. Today a purge is a manual step taken by Helios staff; Helios will run the purge automatically at the end of the 30-day retention period.
• Until the purge, the Customer's administrator will be able to export Customer Data through self-service: files from the workspace, and mail over IMAP.
• Helios will let a Customer reactivate during the retention period by resubscribing through self-service sign-up; the workspace and its Customer Data are then restored.

See also section 10 of the Terms and the Data Retention & Deletion Policy. Where a BAA is signed, the return or destruction of PHI is governed by the BAA.

8. Refunds

Refunds are handled manually today. Refund and billing requests are decided by a person at Helios; the automated support assistant cannot grant refunds or credits.

• Monthly Subscriptions: no refunds for partial months.
• Annual Subscriptions: a prorated refund for the unused part of the Subscription Term, if requested within 14 days of the start of the Subscription Term.
• How to request a refund or dispute a charge: open a support ticket in the billing category.

9. Taxes

Prices are exclusive of tax. Helios will collect applicable US sales tax, through Stripe Tax, in the states where Helios is registered to collect it; the Customer is responsible for any other taxes.

10. Changes to this policy

Changes to this policy take effect for an existing Subscription at the start of its next renewal term. Each version shows its "Last updated" date at the top of this page.

11. Contact

Billing questions can be sent to support@helioscloudsuite.com. For an annual Subscription, use the contact form.