Billing FAQs

Upfront Fees

Are There Any Hidden Upfront Costs?

The subscription confirmation page itemises the plan, billing period, billable seats, any coupon and the total before the Account Owner subscribes. Optional add-ons and usage-based services can have separate charges. Review the quote shown in Billing for the account's current offer.

Do You Provide Training and Onboarding for Astalty Lite?

For current training and onboarding options for an Astalty Lite account, contact support@astalty.com.au. You can also use this guide for self-service help.

Monthly Subscription Fees

Subscriptions are priced per billable user type. The Account Owner can open Billing and start a subscription change to see the current monthly price for each Standard User and Support Worker, including GST, before confirming.

The quote also includes any account-specific coupon or add-on. Treat the quote as the amount that applies to the account.

Annual Subscription Fees

Annual plans charge each billable seat for a year in advance. The confirmation page shows the annual amount, its monthly equivalent and the total for the account. Astalty may present annual billing as a saving compared with paying monthly, but the current quote is authoritative.

What Is a Standard User?

A Standard User is an active or invited user with the Standard user type. Examples include:

• Business Owner
• Support Coordinator
• Therapist
• Psychosocial Recovery Coach
• Administrator
• Scheduling Coordinator

The Account Owner and other Admin users are Standard Users. A restricted Standard User is still billable. Auditors are not billed as Standard Users.

What Is a Support Worker?

A Support Worker is an active or invited user with the Support Worker user type. They usually use the Astalty app to:

• clock in and out of shifts
• complete shift notes
• access information about the Participants they support while on shift

Support Workers are billed under the Support Worker pricing.

Do You Charge per Participant?

The subscription seat count is based on billable users, not Participants. Optional features and usage-based services can still add separate charges.

Is There a Limit to the Number of Participants?

Astalty's subscription quote does not count Participants as seats. Any operational limits displayed in Astalty or stated in your agreement still apply.

Are There Any Hidden Ongoing Costs?

Billing shows the subscription, invoices and enabled billable add-ons for the account. Some services, including eSignatures, SMS or other add-ons, can create charges outside the base user seats. Review Billing and the relevant terms before enabling them.

Adding & Removing Users

Will I Be Charged If I Add a New User?

Monthly subscriptions: Inviting or reactivating a billable user adds a seat. Astalty prorates an added seat for the remaining billing period. The resulting invoice or payment can be created immediately.

Yearly subscriptions: Astalty retains seats already paid for during the billing year. Inviting or reactivating a user uses an available paid seat of the same user type first. If the billable count exceeds the paid quantity, Astalty adds and prorates another seat for the rest of the year.

For example:

• If you subscribe with 5 users on a yearly subscription, you will be charged for 5 users for the whole year, up front.
• If you then remove a user halfway through the year, you will not be refunded for the remaining 6 months even though you only have 4 users now.
• However, if you then add another user, you will not be charged a pro rata amount as you have already paid for 5 users for the year.
• If you then add yet another user within the same billing year (now there is a total of 6 users), you will be charged a pro rata amount for the 6th user.

Will I Get a Refund for Removing a User?

Deactivating a user removes them from the current billable user count. Monthly subscriptions reduce the seat quantity without creating a prorated refund, so the lower quantity applies to later billing. Annual subscriptions retain the paid seat until the annual cycle ends, allowing another user of the same type to use it without buying that seat again.

Cards and Payments

What Payment Methods Do You Accept?

Card is the standard payment method and is processed by Stripe.

Bank transfer appears only for accounts where Astalty has enabled that payment method. If it is not shown under Billing > Payment Methods, contact support@astalty.com.au.

When Will I Be Charged?

If the account is still on a trial, the subscription confirmation page states that the first charge occurs at the end of the trial. If the trial has expired, the confirmation page states that the full amount is charged immediately. Bank transfer accounts receive the payment instructions on the hosted invoice.

When Will I Be Charged If I Add a New User?

When a new seat requires a prorated amount, Astalty updates the subscription and the payment provider can invoice it immediately. If an annual account already has an unused paid seat of the same user type, no extra seat charge is created for that user.

Where Do You Store Credit Card Information?

Astalty uses Stripe to collect and process card details. The Billing interface receives the saved payment method reference and card summary used to identify it, including:

• the card brand
• the last four digits
• the expiry month and year

Is My Credit Card Data Safe With Stripe?

Stripe documents its PCI compliance and security controls in its PCI compliance guide. Astalty's Payment Methods page uses Stripe's payment flow rather than asking the Account Owner to save full card numbers in an Astalty form.

Astalty Tried to Charge My Card, but There Were Insufficient Funds

Open Billing > Invoices. An unpaid card invoice appears under Open & Unpaid Invoices and can be retried with Pay Now, which charges the default card. Update the default card first if needed. For a bank transfer invoice, Pay Now opens Stripe's hosted invoice so you can use the displayed bank details.

Contact support@astalty.com.au if payment continues to fail or you need to discuss service disruption.