Billing & subscription in voi

voi is billed in credits. Launching a study spends credits from your billing account’s balance, and how you get those credits, whether by a one off top up, an annual plan, or funding from another organisation, is entirely up to you.

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How studies spend credits

Every study is launched at one of three tiers: Starter, Growth, or Pro. Each tier includes a guaranteed number of respondents at a fixed cost, deducted from your balance the moment you launch. Nothing is charged per respondent within that guaranteed number, and each extra respondent beyond it costs less the higher the tier: At the standard rate, one credit costs one euro, so a Starter study costs 299€, Growth 599€, and Pro 899€; an annual plan’s committed rate can bring that down further (see “Getting credits” below). Feature access also changes by tier, not just the number of respondents. Growth and Pro add Explore, so you can talk to your data directly; Pro also adds the data quality and integrity audit (coming soon). Every tier includes the core features: text, voice, and video interviews, the Theory of Change and questionnaire generator, and the live dashboard, report builder, and raw data export. See Share for choosing a tier when you launch a study.

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Getting credits

There are two ways to add credits to your balance. A one off top up lets you buy exactly the credits you need, at the standard rate, valid for twelve months from the day your payment settles. An annual plan is a commitment to a set number of credits every year, at a lower rate than a one off top up. The rate improves the more you commit to, up to 20% below the standard top-up rate at the largest self-serve commitment. The plan renews automatically each year at your committed size and current rate, and you can change or cancel it at any time; see “Managing your annual plan” below. Credits from either route sit in the same balance and are spent the same way. Which one a study happens to draw from first is not something you need to track.

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Large commitments

A commitment of 22,500 credits or more is not self serve. Every place you would normally set a commitment that large instead hands you to our sales team, so pricing can be discussed directly. Email [email protected] and mention the number you had in mind.

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Paying by card or bank transfer

You can pay by card or bank transfer at checkout. Paying by card confirms your payment immediately, and a study paid for this way can start straight away. If a card payment fails, no credits are added; you simply try again. Paying by bank transfer usually settles within one to three days. Credits are added to your balance only when, and only once, the transfer actually arrives, whether this is your first purchase or you are a long-standing customer. No credits are ever granted in advance of the money landing, and if a transfer fails or is reversed, no credits are added. While a bank transfer is on its way, your billing page shows it as pending, along with the reference and the amount. If a study is waiting on a payment that is already in motion, its launch page tells you so, and unlocks itself the moment the transfer arrives, rather than asking you to buy credits twice. Each bank-transfer order comes with an invoice that carries the bank details and a due date, and voi reminds you of it, starting three days before that date, until it is paid. If you pay the same order another way, for example by card, the bank-transfer invoice is cancelled, so you never pay twice. A plan paid by bank transfer renews each year as a new invoice, due 14 days after it is issued. For a new account whose first order is paid by bank transfer, the workspaces become read-only, apart from Settings, when the invoice is still unpaid three days after its due date, and open again once the money arrives. If a transfer does not arrive within about two weeks, the account is marked overdue in the meantime, in the same way an unpaid annual plan invoice would be; see “Invoices and overdue accounts” below.

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Managing your annual plan

Once you hold an annual plan, its card on your Plans page shows the credits committed for the year, the annual fee, and the renewal date, along with four actions. You can increase your commitment. Type the new total you want for the plan year, and you are offered two ways to do it: pay just the difference now, in which case the extra credits are valid only until the end of the current plan year rather than for a further twelve months, or buy a top up instead at the standard top up rate, which keeps the plan unchanged and gives the credits a full twelve months of validity. Both prices are shown side by side before you commit to either. You can reduce your commitment for next year. Type the new, lower total. If you do this at least 30 days before your renewal date, it takes effect at that renewal; any later, and it takes effect at the renewal after that instead, which is shown to you explicitly before you confirm. A smaller commitment carries a slightly higher rate per credit than a larger one, and the difference is shown before you confirm. You can undo a scheduled reduction any time before its cut off date. The smallest plan size is 1,000 credits a year; to go lower, cancel the plan instead and use top ups going forward. You can cancel. Your plan keeps running, and keeps billing, until the end of the term you have already paid for; cancelling only stops it from renewing again. Nothing is charged after that date, and nothing is refunded for the time already paid. Credits you have already been granted keep their own expiry dates regardless. You can resume a plan you have scheduled to cancel. If you change your mind, you can undo the cancellation and the plan carries on renewing as normal. Increasing or reducing your commitment, changing your payment method, and downloading past invoices are all handled through a secure payment portal linked from your Plans page.

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When a study reaches its guaranteed limit

Once a study’s guaranteed respondents are used up, one of two things happens, depending on a setting the paying account controls. By default, the study pauses. Interviews already under way finish normally, but no new respondent can start until you act, and nothing further is charged while it is paused. Whichever setting is in force, you can always raise a paused study’s limit immediately by buying more guaranteed respondents on the spot to resume collecting, or move a running study up to a higher tier partway through collection. Tiers only ever move up, never down, and nothing already spent is refunded. You will see a running total of how close a study is to its limit as responses come in, and get a heads up once it passes most of the way there.

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Funding another organisation’s workspace

If your billing account supports another organisation’s work, whether a portfolio company, a grantee, or a partner, you can set aside credits specifically for studies in their workspace. Funding is a reservation, not an immediate charge. The credits are set aside as soon as you fund a workspace, but only actually spent when a study there launches. It is priced at the tier and respondent allowance you choose when you set it up, and a launch can use a smaller allowance than that, returning the difference, but never a larger one. A workspace can only be funded by one account at a time; to change the terms, revoke the current funding and fund it again. Funding carries its own expiry, tied to how long the credits behind it stay valid, and whatever is unused when it expires lapses along with them. Funding is never refunded or extended past that date. You will always see that expiry date before you commit to funding a workspace. When a workspace owner launches a study using your funding, they are shown who is paying and how many responses are included. The first time this happens, your account also gains read only access to that workspace’s results, so you can see what your funding produced without the workspace needing to export anything to you separately. That access cannot be revoked from the workspace’s side. You can revoke unused funding at any time. Anything already spent on launched studies is unaffected, and whatever is left over returns to your available balance with its original expiry intact.

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Billing information and tax details

Your billing account’s organisation name, address, country, tax ID, and billing email are managed from your billing settings, editable by billing owners; billing admins can view them but not edit them. If your organisation is outside the EU, you may also be asked for a registration number and a short declaration of how the account is used. Adding or changing a tax ID only affects invoices issued after the change. It cannot be applied retroactively to invoices you have already received.

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Invoices and overdue accounts

Invoices for your annual plan, and receipts for one off purchases, are sent to the billing email on file for your account. If an annual plan payment fails, or a trusted account’s bank transfer does not arrive within about two weeks, the account is marked overdue and its payments go on hold. Until the invoice is paid, the account cannot launch new studies, spend credits, raise a study’s respondent limit or tier, fund other workspaces or change its plan. Studies that are already collecting keep collecting within the respondents already paid for, your reports and data stay available, and credits keep their expiry dates. You can still buy credits from the Credit balance card, and they can be used once the invoice is paid. voi emails your billing contacts the morning after payments go on hold, and again if the invoice is still unpaid 60 days later. Every unpaid invoice gets reminders until it is paid: a bank-transfer invoice from three days before its due date, and a card payment that could not be charged once the automatic attempts have stopped. If you think an invoice is wrong, reply to the reminder. Once the team has marked it as disputed, the hold it caused lifts while the question is settled. You will also get a reminder as credits, funding, or an annual plan renewal approach their expiry or renewal date, typically 60 and 30 days ahead, so nothing lapses as a surprise.

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Who can manage billing

Billing owners have full control over a billing account. They can buy credits, manage the annual plan, edit billing information, fund other workspaces, and add or remove other billing members. Billing admins can see everything on the billing account, including invoices, funding, and pending requests, but cannot edit organisation details or the plan itself. Workspace owners and members who are not billing members of the paying account can see who pays for their workspace and whether it is set to pause or keep collecting at its limit, but have no purchasing controls of their own. See Workspace settings for how workspace roles work day to day. If you have a question about your invoices, your plan, or anything else billing related that is not covered here, contact [email protected] and the team will help directly.