Overview

This document provides information about billing terminologies and calculations for CleverTap Basic or Essentials users. The billing is based on the Monthly Billable Users, derived from Monthly Active Users and the Data Points as explained in the following sections.

Billing Terminologies

Monthly Active User (MAU)

An MAU is an end-user who has recorded one or more events in a calendar month. When tracking mobile apps and websites, a user active on both devices with the same identity token is counted as one MAU.
An organization is charged based on the total number of MAUs across all projects, which means if a user performs a qualifying event in multiple projects, they are counted once per project.

System and Debug Events Included in MAU Calculation

The following table lists the System and Debug events considered in the MAU calculation for the different CleverTap for Startups plans:

CleverTap BasicCleverTap Essentials
App InstalledApp Launched
App LaunchedUTM Visited
App UpgradedWeb Session Started
App Version Changed
Channel Unsubscribed
Notification Clicked
Notification Replied
UTM Visited
Push Unregistered (Debug Event)

Data Point

An event, event property, or profile property update is considered a data point, a usage measure associated with MAU. The CleverTap Basic plan allows 2,000 data points per MAU, whereas the CleverTap Essentials plan allows 10,000 data points.

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Profile Property Update

If the user updates more than one profile property at one time, it is counted as one data point.

System and Debug Events Included in Data Point Calculation

The following table lists the System and Debug events included in the data point calculation for the different CleverTap for Startups plans:

CleverTap BasicCleverTap Essentials
App Version ChangedPartner Sync
Channel Unsubscribed
Notification Viewed
Push Impressions
Partner Sync
UTM Visited
Push Unregistered

Monthly Billable User (MBU)

MBU reflects the highest value amongst Selected MAU Tier or MAU Actual Usage.

Where do I check my MBU?
To check your MBUs, navigate to Organization > Billing > My Plan from your dashboard. It displays the estimated MBUs for the current month for all your organization's projects.

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Access to Organization Section

Only the account administrators have access to the Organization section.

Data Upload Charges

If data is uploaded to amend a user profile or user activity history, the number of data points uploaded counts toward the total number of data points allocated for the month. The number of data points allocated for each calendar month equals your MAU tier times 2,000 for the CleverTap Basic plan and times 10,000 for CleverTap Essentials plan.

Data Retention Policy

The default data retention policy for the CleverTap Basic plan is one year and CleverTap Essentials plan is three years, which cannot be changed.

Plan Changes and Cancelation

As a paid subscriber, you can make changes to your plan.

MAU Tier Upgrade

You can upgrade to a higher MAU tier. To upgrade:

  1. Navigate to Organization > My Plan > Change Plan.
  2. Choose the new MAU tier.
  3. Click Save Changes to confirm the upgrade.

The upgrade will be effective right away, and a prorated charge for the current month will occur, including charges for any paid add-ons. A confirmation with the payment details and invoice will be sent to your registered billing address.

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Upgrade Change

The upgrade is effective only upon successful payment. All paid add-ons will also be recalculated as per the new base rate when upgrading the MAU tier.

To upgrade to an MAU tier of more than 100,000 users, we recommend upgrading to the suitable CleverTap plan to better suit your organization's growing scale and needs. For more information on the plan and pricing, refer to Plan and Pricing.

MAU Tier Downgrade

To downgrade to a lower MAU tier, navigate to your account's My Plan > Change Plan section and click downgrading MAU. For accounts in the trial period, the downgrade happens instantly. For active accounts, the MAU downgrade will be effective after the current billing period. You can cancel the downgrade request anytime before that. And, if you upgrade to a higher MAU tier before the current billing period ends, the scheduled downgrade will get canceled.

Add-ons Inclusion

Free add-ons are additional features that are available without any extra charge. Paid add-ons are additional features available to an account at an extra cost. To include an add-on in your plan, navigate to Organization > Billing > My Plan > Change Plan, then choose the required features you want to add. If you have included a paid add-on in your plan, your card on file will be charged immediately, and an invoice will be generated for this transaction.

Add-ons Removal

To remove an add-on, navigate to Organization > Billing > My Plan > Change Plan, then choose the add-ons you want to remove. For the trial accounts, all add-on removals take effect immediately. Whereas for non-trial accounts, all add-on removals take effect from the next billing cycle, and you can continue using the add-on until then. Removing the add-on disables the running campaigns, journeys, and exports that require the add-on. If you change your mind, you can cancel the removal before the given billing date and continue to access the add-on.

Subscription Cancelation

The project admin can cancel the subscription by navigating toΒ OrganizationΒ >Β BillingΒ >Β My PlanΒ >Β Cancel Plan. You are prompted to select the reason and enter DELETE in the acknowledgment field. After the account is canceled, all the projects and corresponding data under the organization are deleted permanently and cannot be retrieved.
Auto-cancelation of subscription for the entire organization occurs if the payment is overdue for more than 14 days after the account is locked.

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Sign Up Again

After canceling the subscription, you can always sign up again and start your new project.

Payments and Overages

Payment Methods

Under the CleverTap Basic or Essentials plan, CleverTap accepts all major credit or debit cards (for example, Visa, Mastercard, Discover, and JCB).
For Indian Customers paying in INR, we also allow eNACH (eMandate via Net Banking). For more information about how it works, refer to the eMandate via NetBanking section.

Managing Payment Methods

CleverTap provides the flexibility of having more than one payment method. One of the payment methods is always marked as Default. You can update any one of the saved methods as the default payment method. In this case, all future transactions will be made through the default method.

Update Billing Information and Card Details

If you are an organization member with billing permissions (Admins), you can update the billing and payment information by clicking Organization on the left navigation menu of the dashboard. Then, click Payment Methods to update the required details.

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Billing Currency

You cannot change the currency for billing.

Payment Failure

In case your payment fails, we notify you right away. You must complete your payment within a grace period of ten days. You can choose to retry with the existing default payment method or use a new payment method. We automatically make the payment method you choose to pay with a default method post successful transaction.

During the grace period, the incoming data, data exports, and dashboard access are not affected. If the payment details are not updated within the grace period, your account access is locked. If you do not clear all outstanding payments within 14 days of the account lock, your account is canceled. After the account is canceled, you can no longer retrieve your account, and all the data is deleted permanently.

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New RBI eMandate Regulations

For Indian Customers, with new Reserve Bank of India (RBI) e-mandate regulations coming into effect, there are high chances your payment may fail. This is because the processing of e-mandate on cards for recurring transactions requires an Additional Factor of Authentication (AFA). For more information, refer to Compliance with RBI eMandate Regulations.

Exceeding Plan Limits

If you exceed your plan limits, you can upgrade to a higher MAU tier before the end of the billing period to avoid overage charges. For more information on how overages are calculated, refer to overages calculations.

Overages Calculations

You can view your plan's estimated MBU and overages under Organization > My Plan > Usage Summary. Overage charges get calculated on a pro-rated basis from the start of the billing period for the month in which overages occurred. To avoid overages charges, you must upgrade your subscription to a higher MAU tier limit.

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MBU Usage over 300%

You may lose access to your account for any MBU usage over 300%. There are no overage charges levied during the trial period.

For CleverTap Basic Plan

Any overage is charged for each additional MBU over the plan's MAU tier limit. A total of 2,000 data points are allowed per MAU in the CleverTap Basic plan. Any excess data points over the specified limit are counted as an additional MAU.

For the CleverTap Basic plan, 100 MAUs are priced at 1$. For every additional 100 MAUs, an overage is charged at 1.2 times the plan's base price (refer to the table below for calculation). All paid add-ons are charged overages at 1.2 times the plan price.

Example
The following is an example of overage charges for a subscription with an MAU tier limit of up to 20,000, including add-ons:

MAU LimitMonthly Billable UsersBase PriceAdd-on PriceOverage for MAUOverage for Add-onBillable Amount*
Up to 20,000<20,000 without add-ons$200$0$0$0$200
Up to 20,000<20,000 with add-ons$200$20$0$0$220
Up to 20,00022,000 (2,000 MAUs overage) without add-ons$200$0Overage (2,000/100*1.2)
$24
$0$224
Up to 20,00022,000 (2,000 MAUs overage) with add-ons$200$20Overage (2,000/100*1.2)
$24
$2.4
($24*10/100)
$246.4

*Not inclusive of taxes, if applicable.

CleverTap Essentials Plan

Any overage is charged for each additional MBU over the plan's MAU tier limit. For the CleverTap Essentials plan, 100 MAUs are priced at 1.25$. For every additional 100 MAUs, an overage is charged at 1.2 times the plan's base price (refer to the table below for calculation). All paid add-ons are charged overages at 1.2 times the plan price.

Example
The following is an example of overage charges for a subscription with an MAU tier limit of up to 20,000, including add-ons:

MAU LimitMonthly Billable UsersBase PriceAdd-on PriceOverage for MAUOverage for Add-onBillable Amount*
Up to 20,000<20,000 without add-ons$200$0$0$0$200
Up to 20,000<20,000 with add-ons$200$20$0$0$220
Up to 20,00022,000 (2,000 MAUs overage) without add-ons$200$0Overage ((2,000/100)*1.25 * 1.2)
$30
$0$230
Up to 20,00022,000 (2,000 MAUs overage) with add-ons$200$20Overage (2,000/100 * 1.25 *1.2)
$30
$2.4
($24*10/100)
$252.4

*Not inclusive of taxes, if applicable.

Alerts for Overages

All account admins receive email notifications when their account exceeds the MAU tier limit cap by the following percentages: 80%, 100%, 125%, 150%, 200%, 250%, 300%, and 600%. Account admins receive a notification to upgrade to a higher MAU tier through a popup if the account exceeds the MAU tier limit.

Account Lock and Suspension

Account Lock Due to Overages

If your MAU overages exceed 300%, your account may be locked. During this time, you will no longer be able to access the dashboard. To restore account access and avoid overages, you will need to upgrade your subscription to a higher MAU tier limit. Data ingestion and any scheduled or recurring campaigns will not be affected during this time. All data exports via API, SFTP, and third-party partners will be disabled.

If you do not upgrade by the next billing date (the 1st of each month), your account access will be locked, and overages charges will be applicable.

Invoices, GST, and Sales Tax

View and Manage Invoices

Whenever you purchase a CleverTap Basic or Essentials subscription, you can find your invoices under the billing tab of your admin section. The invoice is sent on the first of every month only to the email added under the billing details section. For more details on changing the invoice recipient, refer to the Change Invoice Recipients and Billing Details section.

To find your invoices:

  1. Click Organization on the left navigation menu of the dashboard. Click Billing details > Invoices. From there, you will be able to view all invoices.
  2. To view the entire invoice, click on an invoice number.

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Invoice Access

Only account admins can access and update invoices.

Change Invoice Recipients and Billing Details

To change the invoice recipient or update invoice details:

  1. Click Billing Details under Organization on the CleverTap dashboard.
  2. Click Save to apply your changes.

Any changes made to these settings will reflect on the next invoice.

GST Invoicing (India Only)

CleverTap supports GST invoicing for customers in India. GST (Goods and Services Tax) is a mandatory levy for all Indian Rupee (INR) invoices as per regulatory requirements in India. Businesses registered in India can input their GSTIN (GST Identification Number) during signup.