Subscription and Billing

Your Booking Phoenix subscription covers the platform itself — access to the software, hosted infrastructure, support, and updates. This is separate from Stripe (which handles your customer card payments) and from any add-on services like SMS credits. This guide covers viewing invoices, changing your plan, updating your payment method, and what happens if you don't pay.

Where to find billing

Go to Settings → Subscription. You'll see your current plan, next billing date, payment method, and a list of past invoices.

Your current plan

The plan card at the top shows:

• Plan name — Starter / Standard / Premium / Custom (varies by tenant).
• Price — monthly or annual amount.
• Billing cycle — when you're next charged.
• What's included — bookings limit, branch count, feature flags.
• Usage this period — e.g. "412 of 1,000 bookings used".

Changing your plan

Most plan changes can be made self-serve from the subscription page:

1. Click Change Plan.
2. Pick the new plan from the comparison page.
3. Review what's changing — price, included features, billing date.
4. Confirm.

Upgrades take effect immediately. You're charged the prorated difference for the remainder of the current billing period.

Downgrades typically take effect at the end of the current billing period. You keep your current plan's features until then.

For custom plans (Enterprise, multi-branch), changes go through your account manager rather than the self-serve flow. Open a support ticket and we'll handle it.

Updating your payment method

To change the card on file:

1. On the subscription page, click Update payment method.
2. Enter the new card details.
3. Save.

The new card is used for the next invoice. Past invoices stay associated with whichever card was on file at the time.

For ACH / bank-transfer payments (typically only on annual or enterprise plans), changes go through support.

Viewing invoices

The invoice list at the bottom of the subscription page shows every invoice generated for your tenant. Each has:

• Invoice number.
• Issue date and due date.
• Amount.
• Status — paid / open / overdue.
• Download link — PDF copy for your records.

Past invoices are kept indefinitely. Useful for accounting, tax filing, and expense reports.

If a payment fails

Card declines happen — expired cards, insufficient funds, banks flagging recurring charges as fraud. If your renewal payment fails:

1. You'll receive an email immediately with the decline reason.
2. The system retries the charge on the same card after 24 hours, then again 3 days later.
3. If all retries fail, your tenant enters a "past due" state.

Past due tenants

The platform stays available for ~14 days after the first failure — bookings still work, customers still receive confirmation emails. This grace period gives you time to update the card.

After 14 days, the tenant is suspended:

• Staff can still log in to view data and download exports.
• The booking widget on your customers' page stops working.
• Automated emails (confirmations, reminders) stop sending.
• API access and integrations are paused.

Suspended tenants reactivate immediately when payment is made.

Cancelling

To cancel your subscription:

1. Click Cancel subscription on the subscription page.
2. You'll see a confirmation step that explains:
   • Service continues until the end of the current billing period.
   • Data is retained for 30 days after that, in case you reactivate.
   • After 30 days, your data is permanently deleted.
3. Confirm.

If you change your mind during the 30-day retention window, contact support and we can reactivate without data loss. After 30 days the deletion is final.

Annual vs monthly

Most plans are available on either monthly or annual billing. Annual saves money (typically 15–20%) but locks you in for the year — downgrading mid-cycle on annual is rare and usually involves a partial refund.

If you're confident in the platform after a few months, switching to annual at next renewal is usually worthwhile. The subscription page shows your annual savings if you switch.

Tax invoices

Invoices include the tax rate appropriate to your country and our company's tax registration number. They're suitable for input-tax claims, accounting, and tax filing.

If your business needs a specific tax format (e.g. GST invoice, VAT invoice with extra fields), tell support during onboarding and we'll configure it.

Multi-branch billing

If your tenant has multiple branches, billing is at the tenant level — not per-branch. The subscription covers all branches under the tenant. To split billing across branches (e.g. each franchise pays its own subscription), each branch needs its own tenant.

Common questions

Can I get a refund if I cancel mid-month? Monthly subscriptions are not pro-rated on cancellation — service continues until the end of the period you've paid for. Annual subscriptions sometimes are; ask support.

Can I pause my subscription seasonally? Not built-in. The closest is downgrading to a smaller plan during quiet periods and upgrading back. Talk to support if seasonal pause is a regular pattern for your business.

Can I get an annual cost forecast? Yes — the subscription page projects 12 months of cost based on your current plan and any usage-based add-ons.

The amount on my invoice doesn't match what I expected. Most variances come from usage-based add-ons (extra branches, SMS credits, additional storage). Open the invoice PDF for the line-item breakdown. If something still looks off, support can walk through it with you.