Billing FAQ

Is there a free trial?

Yes. Every new clinic gets a 30-day free trial on the Standard plan. No credit card is required to start. At the end of the trial period you'll be prompted to select a plan. If you don't subscribe, the portal remains active in read-only mode (no new triage sessions) until you choose a plan or cancel.

What happens if I go over my session limit?

Triage sessions are counted per calendar month. If you exceed your plan's limit, the owner portal shows an informational notice but remains accessible — we never hard-block a triage during the current session. Your next monthly invoice will include a note and we'll reach out to discuss upgrading your plan.

Can I upgrade or downgrade mid-month?

Yes. Plan changes take effect immediately. Upgrades are prorated — you're billed only for the days remaining in the billing period at the new rate. Downgrades take effect at the next billing cycle so you continue to have access to your current plan's features through the end of the month.

How do I add or remove DVMs?

DVMs are managed in Dashboard → Roster. Adding a DVM counts toward your plan's DVM limit. If you exceed your plan limit, you'll be prompted to upgrade. Removing a DVM from the roster immediately frees the slot.

How do I cancel?

Open Dashboard → Plan & Billing → Manage Subscription. This opens the Stripe customer portal where you can cancel at any time. Your access continues until the end of the current billing period. All your audit logs and data remain accessible and exportable for 90 days after cancellation.

What payment methods are accepted?

Visa, Mastercard, American Express, and Discover. Payment is processed through Stripe — AfterHours Ally never stores card details. Invoices are emailed to your billing contact automatically.

Is there an annual plan with a discount?

Yes — annual billing saves approximately 15% vs. month-to-month. Contact hello@citebundle.com to switch to annual billing. Annual plans are invoiced upfront and are non-refundable after the first 30 days.

Can multiple clinics share one account?

Each clinic location needs its own account and subscription. This ensures audit logs, rosters, and protocols are cleanly separated. If you operate multiple locations, contact hello@citebundle.com about our multi-location pricing.

What's included in the 90-day data retention policy?

By default, triage interaction records are retained for 90 days. You can extend this window (up to 10 years) in Dashboard → Compliance → Data Retention. Your plan does not affect the retention window — this is configurable on all plans. After the retention window, records are permanently deleted on the next scheduled purge.

Do you offer a refund if I'm not satisfied?

We offer a full refund within 30 days of your first paid subscription charge if AfterHours Ally doesn't meet your needs. After 30 days, charges are non-refundable. Contact hello@citebundle.com with your clinic name and we'll process the refund within 3–5 business days.