What we charge.
When. And how to stop it.

This page describes the recurring payment (auto-payment) behind a Mate hosted subscription, separately from the Terms of Service, so there are no surprises about what is charged and when.

During the closed beta no card payments are collected — subscriptions are invoiced manually. The parameters below apply from the moment card billing launches; we will ask for your explicit consent to them before the first recurring payment is created.

Parameters of the recurring payment

• Purpose — subscription to the Mate hosted service: the number of mates (concurrent agent slots) you have configured.
• Amount — your plan price per mate (see Pricing; prices are ex. VAT) multiplied by the number of mates on your subscription. The amount is variable only if you change it: it changes solely when you change your plan or the number of mates, never on our initiative without notice.
• Maximum amount — a single charge never exceeds your configured capacity for one billing period: plan price × number of mates at the time of charge, as shown in your console before and after any change.
• Frequency — monthly, fixed. The charge is made on the same calendar day of the month as your subscription activation (or the last day of the month when the month is shorter).
• Changing the parameters — adjust the plan or number of mates in the console (Billing), or email the service desk from your registered email address.
• Cancelling — disable the auto-payment at any time in the console (Billing), or by email as above. Cancellation takes effect at the end of the current billing period: you keep access until then and nothing further is charged.
• Refunds and complaints — email us via the Contacts page. Justified complaints (for example a significant outage) may be compensated with free subscription time or a refund of the affected portion — see Terms §10.

Where your card details live

Mate never sees or stores your card number. Card details are stored by the payment gateway, which is certified PCI DSS Level 1 — the highest level of the data-security standard in the payment-card industry.

What we tell you, and when

• When the recurring payment is created, we ask for your consent to the parameters above and confirm the setup to your registered email within 2 days. We keep the record of your consent for at least 12 months.
• We notify you at least 7 days in advance before we charge after a free or trial period ends, before a charge that follows 6 or more months after the previous one, and before any change to the parameters above.

On-prem licences are not recurring card payments — they are annual contracts invoiced separately under the individual enterprise agreement.