Billing

1. Viewing your subscription

The Billing page is the home for all things subscription-related. Only the Billing user for an organization can see this page. Where to find it 1. Sign in at app.behca.com (US) or au.behca.com (Australia) as the Billing user. 2. Click Billing in the main menu (or your avatar → Billing). If you don't see a Billing link, you're not the Billing user. Contact whoever set up the account — they can transfer billing to you if appropriate. See Transferring billing ownership. What you'll see The Billing page summarizes: - Current plan — Family / Provider Small / Provider Medium / Provider Large / School. - Add-ons — for example, MAR add-on on a Family Plan. - Pricing — monthly or annual rate. - Renewal date — when the next charge happens. - Trial status — if you're still in the 30-day free trial, the days remaining. - Profile usage — how many of your allotted profiles are in use. - Team usage — how many seats / team members are active. - Payment method — last 4 digits of the card / bank account on file. Trial information If you signed up recently: - Trial end date is shown clearly. - You can cancel any time during the trial without being charged. - If you don't cancel, the first charge happens on day 31. - During the trial, all features are unlocked — what you see is what you'll have. Plan limits and current usage The Billing page also shows: - Profiles used / total (e.g. 4/6). - Team members (typically uncapped except for Family Plan). - Whether you're approaching a limit that requires upgrade. If you're at your profile limit, you'll be prompted to upgrade when you try to add another profile. Region Your subscription is in your region: - United States — billed in USD. - Australia — billed in AUD. Region was set when the account was created and can't be self-serve changed. Common questions - What's my billing cycle? — Visible on the Billing page. Most plans are monthly; some are annual. - Will I get a reminder before renewal? — Yes, an email goes out a few days before the renewal date. - Can I see invoices on this page? — Yes — see Invoices and receipts. - Is my payment information secure? — Yes. Card details are stored by Stripe (BEHCA's payment processor), not BEHCA itself. We never see your full card number. - Can a Manager see this page? — No. Only the Billing user.

2. Updating your payment method

You'll need to update your payment method when: - Your credit card expires. - You're issued a new card (lost, replaced, fraud alert). - You're changing to a different card or bank account. - Billing has been transferred to you and you want your own card on file. Where to update 1. Sign in at app.behca.com (US) or au.behca.com (Australia) as the Billing user. 2. Open Billing. 3. Find Payment Method — click Update (or Change Card). You'll be redirected to Stripe, BEHCA's payment processor, in a secure form. Filling in the new payment details In the Stripe form: - Card number, expiry date, CVC. - Billing name and billing address (required for some banks). - (Some regions) Tax ID or VAT number for invoicing. Click Save / Confirm. Stripe verifies the card with a small authorization charge that's immediately refunded. After saving - The Billing page shows the new card's last 4 digits. - Your next charge will use the new card. - Any failed past charges are not automatically retried — contact support if a previous payment is still owed. Bank accounts (where supported) In some regions, BEHCA supports paying via direct debit / ACH: - Click Bank Account instead of Card. - Enter your account details. - The account may need to be verified — Stripe sends micro-deposits over a few business days. - Confirm the verification deposits to activate. Bank accounts are usually cheaper for BEHCA and have lower fees, but take longer to set up. Multiple cards on file You can only have one active payment method at a time. To switch to a different card, replace the existing one (you don't keep both). Failed payments If a charge fails (expired card, insufficient funds, fraud block): 1. You'll receive an email immediately. 2. Stripe will retry the charge automatically over the next few days. 3. If it keeps failing, BEHCA may suspend your account until payment is resolved. 4. Update your payment method to fix. A suspended account doesn't lose data — it's read-only until you fix billing. Common questions - Is my new card charged immediately? — No. The next charge happens on your normal renewal date. The new card is just stored. - Can I be charged in a different currency? — Charges are in your region's currency (USD for US, AUD for AU). - Do you accept business cards? — Yes, any card Stripe accepts. - Do you accept PayPal / crypto / Apple Pay? — Stripe-supported wallets only. Most major credit/debit cards work; alternative methods depend on Stripe's offerings in your region. - Why does Stripe show in the URL? — Stripe processes payments on BEHCA's behalf. They handle PCI-compliant card data so BEHCA doesn't have to. You're still on BEHCA's site flow; just the payment form is Stripe's.

3. Upgrading or downgrading your plan

Plans aren't locked in. As your needs change, you can move between Family, Provider, and School plans, or change the size of your Provider plan, from the Billing page. When to upgrade - You've outgrown your profile limit — Family is 3, Provider Small is 6, Medium is 12. - You need team features that aren't on Family — Staff/Manager roles, Groups. - You need an add-on that's only on a higher plan (e.g. some MAR features). When to downgrade - You've scaled down your service. - You're closing some profiles and won't need them anymore. - You've discovered you don't use the features of your higher plan. Where to change your plan 1. Sign in at app.behca.com (US) or au.behca.com (Australia) as the Billing user. 2. Open Billing. 3. Find Change Plan (or Upgrade). 4. You'll see a comparison of available plans. 5. Pick the plan and (for Provider) the size. 6. Confirm. What happens with billing Upgrades - Take effect immediately. New plan features are unlocked at once. - Billing is prorated — you're charged a partial amount for the remainder of the current period at the new rate. - Your next full charge is at the new rate. Downgrades - Take effect at the end of your current billing period (or sooner if you choose). Stripe keeps the higher rate until the period ends. - No proration credit — you've already paid for this period. - Your next charge is at the lower rate. If downgrading would put you over the new plan's profile limit (e.g. downgrading from Provider Medium [12 profiles] to Provider Small [6] when you have 8 active profiles), you'll need to archive profiles first to fit. The downgrade form will tell you. Switching between Family and Provider Both directions are supported: - Family → Provider is an upgrade. Team features (Staff, Managers, Groups) become available. - Provider → Family is possible if you have ≤ 3 profiles and no Staff/Manager roles. Existing Staff/Managers must be archived first. This is rare — most accounts grow rather than shrink — but it works. Switching between Provider sizes - Small (6) → Medium (12) → Large (unlimited): instant upgrade. - Larger → smaller: requires you to be within the new plan's profile limit; otherwise archive profiles. Add-ons For Family plans, the MAR add-on can be added or removed: - Add MAR — instant. Pay the add-on price prorated for the remainder of the period. - Remove MAR — takes effect at end of period. Your existing MAR data is preserved but goes read-only after the period ends. Re-adding restores write access. Switching from monthly to annual (or vice versa) If you're on monthly billing and want to switch to annual (usually with a discount): 1. Open Billing. 2. Look for Switch to Annual. 3. The proration is calculated and shown before you confirm. Annual subscribers get an upfront discount but commit to a year. Monthly subscribers pay slightly more month-to-month for the flexibility. Common questions - Will my data be lost if I downgrade? — No. Existing profiles, entries, IRs, MAR data are all preserved. Only access patterns change (e.g. losing the ability to invite Staff if you go down to Family). - Can I be on multiple plans simultaneously? — Each organization has one plan. If you have multiple organizations (different families, different agencies), each can have its own plan. - What if I'm in a free trial and want to change? — You can switch plans during the trial. The first paid charge will be at the chosen plan's rate. - How fast is the upgrade? — Within seconds of confirming. New features unlock immediately. - Is there a discount for non-profits / schools? — Schools have their own plan. Non-profit discounts may be available — contact sales.

4. Invoices and receipts

Every charge BEHCA makes against your payment method generates an invoice (also called a receipt). You can find them on the Billing page and download as PDFs whenever you need. Where to find them 1. Sign in at app.behca.com (US) or au.behca.com (Australia) as the Billing user. 2. Open Billing. 3. Scroll to Invoices or Billing History. You'll see a list of charges, most recent first. Each entry shows: - Date of charge. - Amount. - Status — Paid / Failed / Refunded. - Description — usually the plan name and period. - Download link or button. Downloading an invoice Click Download next to the invoice you want. A PDF downloads with: - BEHCA's company details (registered address, ABN/EIN/VAT as applicable). - Your billing name and address. - Line items (plan, add-ons, taxes). - Total and currency. - Payment method (last 4 digits). PDFs are formatted for accounting use — they're acceptable for expense reports, reimbursement claims, and tax records. Email receipts By default, BEHCA emails you a receipt after every successful charge. The receipt comes from [email protected] or a Stripe-branded address. If they're going to spam, add the sender to safe senders. If you don't want email receipts, you can disable them in your Notification Preferences — but most Billing users keep them on for record-keeping. Tax / VAT / GST - United States — sales tax may be applied based on your billing address (state laws vary). - Australia — GST is applied for AU subscribers and shown separately on invoices. - Other regions — taxes may apply based on your country. Invoices break out tax separately so you can claim it back where applicable. Reimbursement Some users get reimbursed by: - NDIS (Australia) — submit invoices alongside service plans. - Insurance or government programs (US) — varies by program. - Employer expense reports — if your organization pays for BEHCA but you handle billing. The PDF invoice is the document to attach. Refunds Refunds happen rarely and are handled case-by-case: - Cancellations during trial — no charge, no refund needed. - Charges in error — contact support, refunds typically process within 5–10 business days. - Disputes — contact support before raising a dispute with your bank. Direct disputes can complicate the relationship and may auto-suspend your account. Refunds appear on your Billing page with Status: Refunded. Failed charges If a charge fails: - The invoice still appears with Status: Failed. - Stripe automatically retries over a few days. - Update your payment method to resolve. - Once a retry succeeds, the status changes to Paid. Forwarding invoices to your accountant Some Billing users want their accountant or finance team to receive invoices directly: - Currently: Forward the email manually, or download and email the PDF. - Not currently: Adding additional billing email addresses (this may come in future). Common questions - My invoice address is wrong. — Update billing details on the Stripe payment-method page (linked from Billing → Update Payment Method). New invoices use the corrected address. - Can I get an invoice for a future period in advance? — No. Invoices are generated at the time of charge. The next-charge amount is shown on the Billing page if you need it for budgeting. - My invoices are in the wrong currency. — Charges are in your region's currency (USD or AUD), set when the account was created. Region can't be self-serve changed. - My company needs an invoice with our PO number / a custom field. — Contact support — custom invoicing is sometimes available for large customers.

5. Canceling your subscription

Things change. Maybe your service is wrapping up, or you've decided BEHCA isn't right for you. You can cancel any time from the Billing page. Before you cancel A few things to think about: - Do you need an export? Run any reports or PDF/CSV exports you'll want before canceling. Once canceled, your access becomes limited. - Are you in a trial? Canceling during the trial means no charge, no commitment. You can resubscribe later if you change your mind. - Are there other admins? If you cancel, others on your team lose access too. Talk to them first. - Is this a downgrade you really want, not a downgrade? If you just want fewer profiles or to switch plans, see Upgrading or downgrading instead. Canceling 1. Sign in at app.behca.com (US) or au.behca.com (Australia) as the Billing user. 2. Open Billing. 3. Click Cancel Subscription (often near the bottom of the page). 4. Confirm — you'll be asked why you're canceling (optional but appreciated feedback). 5. Click Confirm Cancellation. You'll get an email confirming the cancellation. What happens after canceling During the rest of your billing period - Your account stays active until the end of the current paid period. You don't lose access immediately just because you canceled today. - No further charges. Your next renewal won't happen. - All features keep working. Your team can continue tracking, exporting, etc. After your billing period ends - Your account becomes read-only. Your team can sign in and view existing data, but no new entries, edits, or uploads. - Data is retained for a grace period (typically 60–90 days, depending on policy). - Notifications stop for new activity. - You won't be charged anymore. After the grace period - Account is fully deactivated. Sign-in still works (your login is yours), but no organization access. - Data may be deleted in line with our data retention policy. Export anything important before this. Reactivating Within the grace period, you can reactivate your subscription: 1. Sign in. 2. You'll see a Reactivate prompt on the Billing page. 3. Confirm payment method. 4. Reactivate. Your data and team return to active status. No data loss if you reactivate within the grace window. After the grace period, reactivation requires re-creating the organization (and may not include your old data). Don't wait if you want to come back. Canceling vs. archiving profiles If you're canceling because you've stopped supporting some clients but not all, consider archiving those profiles instead of canceling the subscription: - Archive specific profiles to clean up your active list. - Keep the rest of your subscription as-is. - See Archiving and restoring profiles. Canceling vs. transferring billing If you're personally canceling because someone else should take over (you're leaving the organization, but the service should continue): - Transfer billing to the new person before you leave. See Transferring billing ownership. - The subscription continues under their care. - You can then archive your own staff record. Common questions - Can I cancel mid-month and get a refund for the unused days? — Generally no. The current period stays active until its scheduled end. Refunds are case-by-case. - What happens to my Required Documents and signatures? — Read-only during the grace period, then subject to deletion. Download compliance PDFs before grace ends. - What about my team members' accounts? — Their BEHCA logins still work, but they lose access to your organization. They keep access to other organizations they belong to. - Will my data be sold or shared? — No. BEHCA's data retention and privacy policy applies — your data is yours, not sold. - Can I export everything in one go before canceling? — Yes. Use the various PDF and CSV export features for each profile. There isn't a single "everything" export, but you can run profile-by-profile.