How plan changes work

This page covers what happens when we change a price, how the Hero annual commitment works, how your ledger balance is calculated, and what happens to unused credit at renewal or cancellation.

We changed your price — what happens

From time to time we update our pricing. When that happens, your existing subscription is grandfathered: you keep your current price for the rest of your current term, and a new price only takes effect at your next billing boundary. We always tell your organization's admins ahead of time.

• Fixed plans (Adventurer, Hero annual, Legend). A change to your per-seat price takes effect at your next renewal. Nothing changes for the rest of your current term — your renewal invoice is the first one at the new price.
• Hero On-Demand (metered). A change to usage rates takes effect at the start of your next billing cycle. Usage you have already run up in the current cycle is billed at your current rates — we never reprice a period that has already closed.
• Sometimes both change together. At a renewal we may update your plan price and your usage allowances / AI terms at the same time. When that happens it still takes effect only at your renewal — you keep your current price and terms for the rest of your term — and you receive a single notice covering both.
• You'll hear from us first. We notify organization admins by email and with an in-app banner before the change lands (typically 30, 14, and 7 days ahead), and the new price then appears automatically on the relevant invoice. These billing notices go to organization admins only.

A few things do not change when prices move: the Hero On-Demand engagement bill stays capped at $20 per active useron the metered-usage line (Priority Support, AI Usage, and storage/egress are billed separately and are not part of that cap); annual commitments remain non-refundable; and unused annual credit still rolls over, capped at 25% of the next term's price.

The annual commitment

Hero annual is a prepaid commitment at $180 per seat per year. The commitment establishes a balance that usage draws down — we never charge overages while the commitment is active. If your team uses the platform heavily and burns through the balance, everything still works; the residual is simply capped at zero.

Every month we reconcile how much of your commitment was consumed based on engagement-meter data. That ledger is read-only once the month finalizes.

What happens at renewal

At the end of each year, three paths are available:

• Auto-renew (default).A fresh Hero annual period starts. Any unused balance rolls over as a discount on the new invoice, capped at 25% of the new year's price. Surplus above the cap is forfeited.
• Switch to Hero On-Demand.If you'd rather move to metered billing, your unused balance (still capped at 25%) becomes a prepaid credit on the new plan and draws down against usage. No double-charge: the annual cancels exactly when metered begins.
• Cancel outright. If you cancel without switching, the remaining balance is forfeited. We show a confirmation modal to make sure this is what you intend.

Mid-year seat adds

Adding seats mid-commitment is pro-rated to the remaining days. The pro-rated amount is invoiced immediately and also credited to your ledger, so the math stays consistent through renewal.

Renewal notifications

We send reminders at 60, 30, and 7 days before renewal. At T-7, if you still have unused balance, you'll receive a credits notice specifically outlining what's about to roll over or be forfeited, and linking to your preference panel.

Where to manage this

Annual commitment panel in billing settings lets you queue a switch, resume auto-renew, or cancel. Changes take effect at period end; until then, you can reverse any choice.