Plans and billing

Every business has its own plan. Only the owner can change the plan or billing details; schedule managers can view them. Go to Settings > Plan to see your current plan, your next payment date and what you've used this month.

The plans

Paying yearly saves 10%. Switch between Monthly and Yearly above the plans.

Upgrade from Free

1. Go to Settings > Plan and click Change plan.
2. Click Choose on the plan you want.
3. In the secure Paddle checkout, enter your email, country and ZIP code, click Continue, then enter your card.

Your new plan starts right away, and the plan page shows your next payment date.

Switch between paid plans

Click Change plan, then Choose on the other plan. Before anything is charged, a box shows exactly what happens:

• Moving up: the amount charged today for the rest of this month, on the card you already pay with, then the new monthly price from your next renewal. Click Pay and switch to confirm. The new plan starts as soon as Paddle confirms the payment, usually within a minute.
• Moving down: nothing is charged today. You keep your current plan until your next renewal, then move to the new one.

Move to Free

Click Change plan, then Move to free, and confirm. Nothing is charged or refunded. Your paid plan stays until the end of the period you've paid for, then billing stops and the business moves to the Free plan: your customers and their pages stay, but new routes, appointments and link emails pause while you have more than one customer, texting pauses, and unused add-on credits expire.

Until the paid period ends, you can undo this from the same page.

Usage and add-ons

Usage this month shows the texts and AI answers you've used and how many are left. Both reset on your renewal date.

If you need more, click 500 texts for $15 or 100 AI answers for $10. A box shows the exact amount and the card it goes on (the one you pay your plan with). Click Pay to confirm. The extra texts or answers are added as soon as Paddle confirms the payment, usually within a minute. Unused ones carry over to next month and end if the paid plan ends.

The text add-on appears once texting is set up for your business, so you never pay for texts you can't send.

When texts run out: once this month's texts and any you bought are used, no more texts go out until your renewal date. That includes updates, reminders and your own replies by text. Customer pages and emails keep working, a reply to a customer goes by email instead when they have an email address, and texts from customers still arrive in Messages. Hoptide emails you when you have used 80% and when they're used up.

What counts as an AI answer: a reply Hoptide Answers actually gave a customer, or a reply drafted for you. A question it passes to you, or a request that failed, never uses one.

AI safety limit: each business also has a monthly limit on all its AI use together (answers, drafts, Ask Hoptide, page writing and voicemail transcripts), set far above what a business using its whole plan needs. If it is ever reached, the AI pauses until your next billing month: customer questions come to you, and everything else keeps working. Nothing is charged for it.

When AI call minutes run out (Hoptide with AI Calls): you choose in Messages > Call settings. Callers can leave a voicemail and you get an email with what they said, or calls can ring your phone while your call minutes last. The same choice applies when more than three people call at once.

Automatic refill (optional): under the add-ons, turn on Refill texts or Refill AI answers and choose how many refills a month at most (1 to 10). When fewer than 50 texts or 10 AI answers are left, Hoptide buys one pack on the card you pay your plan with, and you get a receipt from Paddle. It is off unless you turn it on, and nothing is bought past the limit you chose. If the card is declined, nothing is bought and Hoptide emails you.

Done-for-You Launch

For $249 one time, on any paid plan, a Hoptide onboarding specialist sets up your account for you: up to 300 customer records from one file, up to three services, two starter workflows, notifications, up to 10 saved answers if your plan includes Answers, and a 45-minute walkthrough for you and up to two staff. After you approve the setup, you have seven days of setup-related corrections.

1. On Settings > Plan, click See what is included under Done-for-You Launch, read the scope, tick the box and click Set up Hoptide for me. It is charged to the card on your subscription.
2. On the Done-for-You page, send your services, who should have access, anything we should know, and your customer file. Upload the file there; never send passwords or customer files by email.
3. Your specialist gets access to your business only while they work on it and for the seven days after you approve. They can't change your plan, billing, texting registration or anyone's consent.
4. When it is ready, you get an email. Review the setup, then click Approve my setup or Something isn't right.

Work beyond the scope, such as more records, several data sources or custom work, is quoted separately before it starts.

Payment method and billing history

• Payment method: update the card Paddle charges. It opens Paddle's secure page in a new tab.
• Billing history: every payment for this business, with a Download invoice button for each. Only this business's payments are listed.

Cancelling your subscription

Only the owner can cancel. At the bottom of Settings > Plan, click Cancel subscription. Hoptide shows you the other choices first:

1. Keep your texting number? This appears only when your business has a texting number. Click Pause and keep my number ($9.99 a month) to keep the number and its carrier verification from the end of your paid period. Texting pauses and you use Hoptide as on the free plan, and texting starts again the same day you choose a plan.
2. Move to the free plan instead of cancelling? Click Move to the free plan to keep signing in, with your customers and their pages kept. Billing stops when your paid period ends.
3. To cancel, click No, cancel my subscription, type close and confirm. Billing stops at the end of the period you paid for, and from that day nobody on your team can use the business until you choose a plan again. Your customers, visits, routes and messages are kept for one year, then deleted for good. We email you a month and two weeks before.

You can download your customer list at any time during that year. For a refund, email hello@hoptide.co within 14 days of a charge.