Billing & Plans
Plan limits, upgrades, capacity packs, refunds.
A NovixAgent AI subscription belongs to one website, and you manage it where the website lives — in Dashboard → Workspaces. Open a website card and you'll find a Plan picker, a Features and Extra Limits section, and a Payment & billing panel that shows what you pay and when. This page explains plans, limits, trials, upgrades and payments.
For the current prices and a side-by-side feature comparison, see novixagent.ai/pricing — prices aren't repeated here, because the amount you pay is the one Stripe calculates when you confirm.
The plans
Higher tiers raise your monthly message quota and unlock more capabilities. These are the plans you can buy online, with the quota each one carries:
| Plan | Starter | Pro | Business |
|---|---|---|---|
| Questions answered per month | 1,000 | 4,000 | 20,000 |
| Tier | Best for |
|---|---|
| Starter | Solo founders and small sites — lead capture, webhooks, custom actions, basic customization |
| Pro | Growing SaaS / e-commerce — voice (input + output), booking, document analysis, proactive engagement |
| Business | Multi-brand teams — white-label, the highest limits, and the Messages and ROI analytics tabs |
| Custom | Sales-led — talk to sales |
Custom is not a self-serve tier: there is no checkout behind it. Choosing it starts a conversation with our sales team, and what it includes is agreed there. Some capabilities enterprise buyers ask about — SSO/SAML, bring-your-own-LLM, on-prem or VPC deployment — are on our roadmap, not in the product.
The pricing page has the fullest comparison of which capability lands on which tier.
Where billing lives in the dashboard
A website's subscription is managed on its website card in Dashboard → Workspaces, in two panels:
- The Plan area — pick a plan, compare tiers, and turn Features and Extra Limits on or off. This is where you upgrade, downgrade, start a trial, switch to yearly, or add a message pack. Before you confirm a change, a bottom bar shows what's due now and what your next renewal will be.
- The Payment & billing panel — the read-out of your live subscription and the door to the Stripe billing portal for cards, invoices, and cancellation.
Comparing plans in the Plan picker
In the Plan picker each plan is a card. Click See details on a card to expand its breakdown — message and crawl limits, bundled capabilities with their per-plan limits, which widget-customization fields you can edit, and which analytics tabs you get. The cards open and close their details together, so you can compare tiers column by column.
Features vs Extra Limits
The dashboard splits what you can change under a website's plan into two rows:
- Features — capabilities that are bundled with your plan (voice, booking, document analysis, live agent, and so on). They have no separate price. A card shows Included (in your plan), Selected (added by a plan you're about to switch to), or Locked (available on a higher plan, with the plan name shown). To get a locked feature, move up a tier.
- Extra Limits — à-la-carte add-ons you attach on top of your plan without changing tier. Today that means message packs.
Quotas: what counts and what doesn't
The monthly message quota
The main plan limit is messages per month — how many AI replies your agent can send in a month. One AI reply counts as one message against the quota.
- It resets on your billing-cycle anniversary, not on the 1st of the calendar month. The anniversary is the day you subscribed or, if you started with a free trial, the day the trial ended, and it stays on that day afterwards: subscribe on the 12th with no trial and your quota refills on the 12th; start a 7-day trial on the 12th and it refills on the 19th, during the trial and after it. If that day is the 29th, 30th or 31st, it refills on the last day of a shorter month and returns to its own day the month after: a subscription from January 31 refills on February 28 (29 in a leap year), then March 31, April 30. On a yearly plan the quota still refills monthly, on that day, and during a free trial it refills on the day of the month the trial ends — see Plan usage for how a trial is split.
- You can watch it live in Dashboard → Analytics → Overview → Plan Usage: messages used vs your plan's limit, a status chip (Healthy Usage → Approaching Limit → Near Limit → Limit Exceeded), a progress bar, and the period's dates in UTC with the days left until it resets. See Website Analytics.
- A few things don't count against this quota: live-chat messages handled by a human operator (see Live Agent) and lead captures (see below).
What happens when you run out: contact-only mode
As you approach the limit, the status chip on Plan Usage in the dashboard warns you, and we email you as your usage crosses each threshold.
We email you at 50%, 80%, and 100% of your quota.
Only the highest threshold you newly cross sends a mail, so a busy day that carries you past two thresholds at once gets you one email, not two.
If you reach 100%, the widget stays on your site. It doesn't disappear and visitors don't land on a dead page — it switches to contact-only mode:
- AI replies pause. Your agent stops sending AI answers until the quota has room again.
- The widget collects contacts instead. Opening the chat shows your lead form right away (when Show native lead form to visitors is ticked, as it is on the default form), so a visitor who arrived with a question can still leave you their details. Leads don't count against the message quota; how many each plan accepts a month is in the Lead Capture plan table, and during a free trial a trial limit applies.
- The label on the launcher changes to match. While the mode is on, the text next to the floating button is replaced with a short contact prompt, so the button doesn't offer a conversation the agent is not answering right now. That prompt is written in the language configured for the site, because the visitor has not written yet. It overrides your own Bubble Text while the mode lasts, including a custom one. If you have Show Bubble Text switched off, it stays off. See Bubble Text.
- Live Agent keeps working. On plans that include Live Agent, an online operator still takes conversations in real time — human replies don't count against the AI message quota.
It restores itself. As soon as the quota has room — the next monthly period begins, you upgrade, or you add a message pack — AI replies resume and your own launcher label comes back. During a free trial neither an upgrade nor a message pack gives the quota room back, because the trial limit applies: AI replies resume when the trial ends or you start the paid plan.
While the mode is on, the dashboard says so plainly: a banner beside your plan usage tells you the widget is collecting contacts only, and the 100% email describes the same thing.
When the quota check fails
Occasionally the check of a reply against your allowance fails because part of our system didn't answer in time. We don't let the reply through uncounted, and we don't tell your visitor you've run out: in the chat widget the visitor sees a short message that something went wrong and can try again, the widget stays in its normal mode, and the reply is not charged to your allowance. The other features with a monthly limit — speech playback, bookings, document uploads, order lookups — decline that one request the same way and work again as soon as the check does. Lead capture goes through even then, except during a free trial, when leads have a trial limit and are declined the same way. Our team's alert feed flags it as soon as it starts.
Lead capture and the message quota
Leads don't count against the message quota, so a visitor can leave their details when AI replies are paused. How many leads each plan accepts a month, and how many fields one form can collect, is in the Lead Capture plan table; during a free trial a trial limit applies. See Capturing Leads.
Other plan limits
Beyond messages, each plan meters a handful of resources. The ones counted each month have a card in Dashboard → Analytics → Overview → Plan Usage (used vs limit, or "Unlimited", or "Locked" with the plan that unlocks it); the fixed ceilings — file storage, crawl size, Slack workspaces, custom actions and operator seats — have no card. The main ones:
- Knowledge-base file storage — the total size of files you upload, and the ceiling on a single file; the per-plan figures are in the storage table. Crawled web pages don't consume this budget — only what you add by hand: uploaded files and your typed note. See Adding Content.
- Crawl depth and page count — how many pages and how deep the crawler goes.
- Voice — both voice input (speech-to-text) and voice output (text-to-speech) unlock on the plans marked in the voice plan table. Voice output meters the characters of speech synthesised per month; voice input runs in the visitor's browser and isn't metered, so Plan usage has no card for it. See Voice Features.
- Capabilities with their own limits — booking, Slack, Shopify order lookups, document analysis and custom actions have per-plan limits; webhooks are not metered. The figures are in What each integration allows, by plan and Document Analysis.
- Live-agent operator seats — how many each plan includes is in the Live Agent plan table. See Team & Operators.
You don't have to memorise the monthly ones — the Plan Usage cards in Analytics show your live numbers, and a locked card tells you which tier unlocks the feature.
Upgrading and downgrading
You change plans in the Plan picker: click the plan you want, and a bottom bar slides up showing what's due now and what your next renewal will be. Confirm from the bottom bar to go ahead.
When a change takes something away. If the change you picked removes a capability, a widget customization option or an analytics tab, or lowers a limit (monthly messages, crawled pages, or a capability allowance such as operator seats), the bottom bar's button first opens a dialog titled Confirm the plan change:
- It lists what the workspace loses, under the same section headings the plan card uses; a lowered limit is shown as old value → new value.
- It says when the loss happens: on the date the current billing period ends for a change that waits for the period end, such as a downgrade, or as soon as you confirm for a change that applies at once, such as an upgrade to a pricier plan made in the same change that drops an add-on.
- Your subscription changes only when you click Confirm change; cancelling the dialog leaves it as it was.
A change that removes no capability and lowers no limit is applied straight from the bottom bar, with no dialog. If the price for your latest selection hasn't loaded yet, or failed to load, the button does not apply the change and says so: wait for the bottom bar to update, or change the selection again to retry.
| Change | When it takes effect | What you pay |
|---|---|---|
| Upgrade (to a pricier plan) | Immediately | A prorated charge for the rest of the current cycle |
| Add a feature / message pack | Immediately | Prorated top-up |
| Downgrade (to a cheaper plan) | At the end of the current period | No charge now — you keep what you paid for until then |
| Remove an add-on | At the end of the current period | No charge now — it stays active until the period ends |
| Switch monthly → yearly | Immediately, prorated | Calculated live at confirm time |
| Switch yearly → monthly | At the end of the current period | No charge now — you keep the yearly terms until then |
During a free trial these timings don't apply: changes take effect at once and the trial keeps its end date — see Trials.
Two important rules to keep the numbers honest:
- New quota on an upgrade starts right away. An upgrade changes both your billing and your message limit immediately — you don't wait for the next cycle. Messages you've already used this month still count, so a mid-month upgrade gives you the new plan's allowance minus what you'd already spent, and your reset date doesn't move. (A downgrade is the one that waits: you keep the limits you paid for until the period ends.)
- One change at a time. If you've already scheduled a change for the end of the period (for example a downgrade), the picker is frozen until you either let that change take effect or cancel it. This keeps a second change from stacking on a booked one. You'll see "Cancel scheduled change" in the panel — cancel it first, then make a different change. A switch from yearly to monthly counts as a scheduled change too, so it falls under the same rule.
Where the figures in the bottom bar come from. Each one carries its own basis, and the bar tells you which:
- A live preview from Stripe — the usual case once you have a subscription. Stripe computes the proration; because it prorates to the second, the amount charged when you confirm can differ from it slightly.
- Our own estimate from the price list — what you get on a first purchase, because there is no subscription yet for Stripe to preview against. The bar labels it as an estimate rather than passing it off as a quote. The amount you're actually charged is settled by Stripe at checkout, and that is the number that counts.
- Not available — when no figure could be worked out, the bar says so instead of showing a number.
Trials
Starter, Pro, and Business include a 7-day free trial on your first checkout.
Each customer can have one free trial, and only on a website's first subscription: a website that has subscribed before starts on a paid plan. A trial counts against the sign-in account of the company's owner who started it, the website address it was for, and a messaging channel (a WhatsApp number, an Instagram account or a Facebook page) connected when the trial started or during it. A website address is compared without "www." — so www.example.com and example.com count as one address, while shop.example.com is a different one. If one of these has already had a free trial, the plan picker says the trial isn't available for that website, and you can still subscribe without a trial. If you no longer have access to the account that had the trial, or you think someone else started a trial on your website address, contact support at support@novixagent.ai.
A card is required up front (the standard Stripe flow), but you aren't charged during the trial — billing only starts when the trial ends, and only if you haven't cancelled. Before the trial ends, we email you a reminder.
During a trial the dashboard makes the state obvious: plan cards show a free-trial badge with its length, and the bottom bar shows "Free during trial" with $0.00, and counts the days to your first charge ("First charge in 7 days", for example) instead of showing a date. Custom has no checkout, so it has no trial either.
Changing plans during a trial. While a trial runs you can switch plan or billing cycle and add or remove Extra Limits. The change takes effect at once — even a move to a cheaper plan, because there is no paid period to wait for — the trial keeps its end date, and no charge is made today. The first charge, for the plan and extras you chose, is made on that date. Usage during a trial is limited: your usage meter shows the Trial limit that applies, until the trial ends or you start the paid plan.
Start paid plan now. During a trial the bottom bar offers Start paid plan now, which ends the trial immediately instead of at its end date. Before you confirm, the bar shows what you'll be charged today and the date of the next charge. If the payment isn't completed — the card was declined, or your bank asked you to confirm it — the trial simply continues and the dashboard says the payment isn't completed yet. If your bank asked for confirmation, we email you a link to give it; use it, then try again.
If the dashboard refuses a trial step.
- A checkout is already open. A checkout for this account is still waiting to be paid. Finish it or cancel it, or try again after it expires.
- A trial was already used. If you connect a messaging channel, or set the website address for the first time, while a trial runs, and that channel or address has already had a free trial, the dashboard refuses it. Once the trial has ended, or after you start the paid plan, the check no longer applies and you can add it.
Billing cycle: monthly or yearly
Plans can be billed monthly or yearly. Yearly is priced as "pay for ten months, get twelve" — so switching to yearly saves you roughly two months.
We show that saving as a dollar amount, not a percentage — you'll see a "Save $X/year" pill on plan cards and in the bottom bar, computed from the two real catalog prices. Click Apply on the pill to switch to yearly; click Undo to go back to monthly. The saving on the pill is worked out from the two catalog prices; the amount you're actually charged comes from Stripe at the moment you confirm.
Extra Limits: message packs
If you love your current plan but just need more headroom for a busy month, add a message pack in Dashboard → Workspaces → (a website) → Extra Limits instead of moving up a tier. A pack attaches to your existing subscription.
Packs come in +500, +1,500, and +3,000 messages.
A few things to know:
- You must have a base plan selected first — packs sit on top of a subscription, they don't replace it.
- Packs are billed on the same cycle as your plan (monthly or yearly). Unlike plans, add-ons are not discounted on the yearly cycle — the yearly price is simply the monthly price times twelve.
- Each category is "pick one" — you choose one message pack, not several stacked.
- Add a pack the same way you upgrade: pick it, review the amount in the bottom bar, and confirm.
Discounts
There is one discount: paying yearly is priced as ten months for twelve, and it applies automatically when you switch cycle. There is no code to enter — not on the website card, and not at checkout. If you've been offered terms outside that, email support@novixagent.ai and we'll arrange them on your subscription directly.
The Payment & billing panel
Dashboard → Workspaces → (a website) → Payment & billing is the read-out of your live subscription:
- Billing Cycle (Monthly / Yearly), with the annual saving if you're on yearly.
- Subscription Period — when it started and when it renews (with days remaining) — or cancels, if you've turned auto-renewal off.
- Base Plan, Extensions (add-ons), the Billing Discount if there is one, and the Total Amount — with a Paid badge once the charge clears.
- A scheduled change row if a downgrade or add-on removal is booked for period end, showing the effective date and the new renewal amount.
- A Manage subscription button that opens the Stripe billing portal.
Managing payment, invoices, and tax
The Manage subscription button hands you off to the Stripe billing portal, where you can update your card, download invoices, and cancel. Before it opens, we show you the cancellation consequences so there are no surprises (see Cancelling below).
The portal is your company's, not one website's: the portal lists every website of your company that has a subscription, each labelled with its website's address where it has one, together with the company's invoices, and a cancellation there applies to the one subscription you pick.
- Invoices — download your invoices as PDFs from the Stripe portal.
- Payment methods — payments go through Stripe. Checkout takes credit and debit cards; update or replace your card in the Stripe portal. Our checkout asks Stripe's payment page to offer to save the card you pay with; a card you choose to save is kept by Stripe on your company's customer record, not by us, and is used for your company's subscriptions. After you change a card in the portal, look at each website's subscription there: a subscription that was set up with its own card can keep charging that card.
- Tax / VAT ID — set your company tax details in the portal so they appear on your invoices.
- Billing address — tax is worked out from it. If a payment step stops with Add a billing address before paying — it decides the tax., Stripe could not tell where you are taxed: add your address in the Stripe portal through Manage subscription, then try the step again.
Failed renewals (dunning)
If a renewal charge fails, Stripe retries it automatically on a retry schedule that Stripe sets for our account, so the number and spacing of attempts can change. There is no alert feed in the dashboard — what you see instead is the workspace itself changing state, and it changes from the first failed charge, not at the end of the retries:
- On Workspaces, the site's status badge changes from Paid to Payment failed, and the plan picker reappears on its card.
- The widget stops answering visitors on your site.
- Every other section — Analytics, Leads, Assistant, Live Chat, Knowledge Base, Integrations, Channels, AI Templates, Chat Configuration — is replaced by "This workspace isn't active yet" and a Complete payment button.
We email you each time an attempt fails, and Workspaces stays the place to check. While the retries are still running, updating your payment method in the Stripe portal resumes service with the next successful charge. If the retries run out and Stripe cancels the subscription, the widget stays off until you pick a plan again on the website's card — see Restoring a cancelled or deleted website. Your configuration and knowledge base are kept in the meantime, however long the workspace sits inactive. Conversation text, leads and analytics sessions are the exception: they are cleared when their own retention periods in the Data Retention Policy run out, whatever state the workspace is in.
Cancelling
Cancel via Manage subscription → Stripe billing portal. Cancelling turns auto-renewal off only — you keep full access until the end of the current paid period, and no refund is issued for the current period. Yearly subscriptions get the same treatment: access runs to the end of the paid year. Changed your mind before the period ends? Use Renew subscription in the dashboard to undo it.
Deleting a website
Cancelling stops the billing; deleting removes the website itself, and it's a deliberately slower door.
The dialog is headed Delete workspace — it removes the workspace together with its channels, knowledge base and leads. Before you can confirm, it tells you how many leads, files and embeddings go with it. Then it asks you to type a confirmation phrase: the text to type is shown on screen, so read it rather than assuming it's the domain. It also asks for your account password and, if two-factor authentication is on for your account, a code from your authenticator. This is the same proof as closing your account, it is asked again even though you are signed in, and it applies to a workspace whether or not it is paid. A wrong password or code is refused and the workspace stays in place.
An account that holds no password has to add one before it can delete a workspace. An account created through Google starts without one. The dialog then says so instead of showing the password box, and the confirm button stays off: choose Set a password by email, set a password from the link we email you, then come back to delete. If the check of your account's security does not go through at that moment, the deletion is refused and the workspace stays in place; try again in a moment. The steps are under Closing your account.
What happens next depends on whether the workspace is paid:
- A paid workspace schedules the deletion rather than performing it. The dialog names the day the subscription ends when that day is known and the workspace is serving, and its button reads Schedule deletion. The subscription is set to cancel at the end of the billing period you've already paid for, and the card shows a Deletion Scheduled banner saying the site will be deleted after that. Your data stays in place until then, and the workspace keeps serving unless a renewal payment has failed or is waiting for your bank's confirmation. Changed your mind? Use Restore website on the card and the deletion is undone — the subscription carries on at the plan it is on. If the subscription has already ended by then, the website comes back switched off; see Restoring a cancelled or deleted website below. A change booked for the end of the period (a downgrade, an add-on removal or a switch to monthly billing) is dropped when the deletion is scheduled, and restoring does not bring it back: make that change again after restoring. While your account is being closed, restoring waits until that closure is cancelled — see below.
- Once the period ends, the site is deleted and the grace period starts. The banner changes to Deleted, the data is held recoverable, and it is permanently removed only when that period runs out. Its length is in the Data Retention Policy. While the window is open, the site card shows the actual deadline.
- A workspace whose paid subscription has already ended is deleted when you confirm, and its grace period starts at once. The dialog's button then reads Delete workspace.
- A workspace that was never paid is deleted immediately, including one in its free trial, whose trial is cancelled. Confirming removes its data at once, with no grace period, and it cannot be restored. The dialog's button then reads Delete permanently.
A legal hold stops deletion. While a legal hold applies to a workspace, paid or not, confirming its deletion is refused with a notice saying so; the subscription stays as it is, and no deletion is scheduled or carried out. Trying again is refused the same way until the hold is lifted. A hold that starts after a deletion was confirmed keeps the data in place until it is lifted. Email support@novixagent.ai about the hold.
If you only want the widget to stop appearing on your site, cancel the subscription instead of deleting — your configuration and knowledge base stay, and you turn it back on by picking a plan.
Restoring a cancelled or deleted website
A website whose subscription you cancelled comes back by picking a plan again on its card.
A website you deleted is different: while it's inside its grace period its card carries a Restore website button, and that button is what brings it back — you restore first, then subscribe. A deletion still only scheduled is undone with the same Restore website button, and you don't subscribe again: the scheduled deletion is dropped and the subscription carries on at the plan it is on, without the change booked for the end of the period, if there was one. If the subscription has already ended by then, or is revived but its payment is overdue, the website comes back with its data but switched off until it has an active subscription; the card tells you, and you pick a plan or settle the payment from there.
While your account is being closed, these are refused until you cancel the closure on the Account screen: Restore website, and renewing or opening the billing portal for a workspace the closure scheduled; and adding a workspace — a new website, a channel connected as a new workspace, a checkout, or an account handed over to you. Cancelling the closure brings back the workspaces the closure removed; a website you had deleted yourself before the closure stays deleted, and you restore it from its card while its grace period lasts.
Either way the knowledge base, uploaded files, widget configuration and leads return with it — you don't re-upload files, and the site isn't re-crawled from scratch. The widget starts serving the same answers it did before as soon as the subscription is active; if it has ended or its payment is overdue, your data is back but the widget stays off until you pick a plan or settle the payment.
Once the grace period has run out, the data is gone for good and a new subscription starts a fresh website.
Refunds
If something is genuinely broken on our side — a feature promised on the marketing page doesn't work, data loss, and the like — email support@novixagent.ai and we will work it out. We do not offer prorated refunds for unused time unless the law requires one. The product does not refund a payment by itself: if we refund one, our team does it in Stripe.
Billing questions? Email support@novixagent.ai from your account address and we'll help. For what the numbers mean, see Website Analytics; for the current price sheet, see novixagent.ai/pricing.