If you are unsure about how you are going to be billed this FAQ is for you. It covers the basics about billing. Any other questions, please don't hesitate to call us on 1300 001 333
When do I get billed? (What’s my renewal date?)
For ProPartners the renewal date is the 1st of each month.
For all other customers, the date you upgrade your account to a premium (paid) plan is your renewal date. E.g. if you upgrade on the 15th of the month, your next renewal will be on the 15th of the next month.
Where do my bills get sent?
- They are sent to the email address you provided when you signed up with Squirrel Street.
Where can I find my billing cycle and usage information?
Login to your account and click on the Settings icon (next to your name and account name in the top right of the page). Select Settings from the dropdown menu and then select My usage from the left-hand menu on the Settings page. Your billing month and current usage are listed there.
Where can I find my previous Squirrel Street invoices?
- Login to your account and click on Settings > My billing information. There you can find a list of previous Squirrel Street invoices issued to you. You can also add them to your Receipts list!
How are excess documents billed?
Since all premium subscription plans are billed at the start of a billing month, excess usage for the month is added to the next billing month’s invoice. If you exceed the number of documents within the current billing cycle, the system calculates the document overage charge and adds it to your next bill. In short, if you see an excess document charge on your bill it is for the billing month just passed.
(Note that the excess document charge across all our plans is $0.55/doc)
How are document submission dates determined in the system?
Electronically submitted documents: They are registered by our system the same date you’ve submitted them.
Mail-in submissions: They are registered on our system on the date that we scan them, which is usually the day after we receive the envelope.
How are excess envelopes billed?
The XS, S and M premium plans include 1 Magic Envelope submission per month. L plans include 3 Magic Envelopes per month and the XL plan includes 5 Magic Envelopes per billing month. If you use more than your plan’s included quota of Magic Envelopes to submit your documents within a billing cycle, the charge for each additional Magic Envelope we receive is $5/envelope. The charge is added to the next month’s invoice.
If you send your documents in using your own envelope and postage, they aren’t counted as billable envelopes.
What is the cost for having my documents returned?
There is an additional flat rate of $10/month for getting your envelopes returned. Our process is to shred mailed-in documents, so the Envelope Return setting is turned off in your account by default. If you’d prefer to have your original documents returned to you, please go to Settings > My mail-in settings, select the ‘I want my envelopes returned’ checkbox and click on Save.
What is the cut off date/time for submissions within a billing cycle?
We calculate usage between 00:00 of the first day to 11:59pm of the last day of your billing month.
- If you are submitting documents via post, we recommend allowing plenty of time to send in your envelopes so that they reach Squirrel Street on time.