Upgrade, downgrade or cancel

Plan changes are self-serve from the Billing page, and nothing is deleted when a workspace returns to Free. How a change is charged depends on where you are billed. Outside India, where the plan is a card subscription through Stripe, an upgrade applies at once with a prorated charge and a downgrade applies at the end of the period. In India plans are prepaid through Cashfree: buying the same plan again adds the new period to the end of the current one, and buying a different plan starts it immediately with the unused days of the current period credited against its price. This guide walks through each change, the timing, the refund rule, and what to check before moving down.

Before you start

• Only the Owner can change or cancel the plan.
• Check Current usage on the Billing page against the target plan's limits before a downgrade.
• Have your payment method ready. Outside India renewals use the same card. In India you pay for each period yourself when the renewal notice arrives; nothing is debited automatically.

Upgrade

1. Go to Settings, then Billing.
2. Under Choose a Plan, switch between Monthly billing and Annual billing and pick the plan.
3. Complete checkout. In India you pay by UPI, netbanking or card through Cashfree. Outside India you pay by card through Stripe.
4. The plan and its limits apply as soon as the payment succeeds. The GST tax invoice is emailed to you and appears in the Invoices list on the same page.

Change plan or cycle on a card subscription (outside India)

1. Click Manage billing to open the billing portal.
2. Choose the new plan or cycle. Moving up applies now with a prorated charge; moving down applies at the end of the current period.
3. The Billing page reflects the change and the date it takes effect.

If you have an active card subscription, the plan cards on the Billing page direct you to the portal for changes rather than starting a second checkout.

Change plan in India

Indian plans are prepaid, so there is no subscription to edit. You buy a plan from the Billing page and pay by UPI, netbanking or card. What happens depends on which plan you buy.

The same plan again. A renewal, including switching the same plan between monthly and annual, adds the new period to the end of the current one. Paying a renewal early loses nothing.

A different plan. The new plan starts immediately. The unused part of what you paid for the current period is taken off the new plan's price. The invoice shows the plan at its full price and the credit as its own line, for example "Credit for unused Starter days".

When the credit is larger than the new plan. If the unused value is more than the new plan costs, which typically happens when moving to a much cheaper plan early in a period, the purchase cannot be made yet. The Billing page says from which date it can. Nothing is lost by waiting: you keep the plan you paid for until then.

If you open the payment page and leave. Nothing changes. The current plan stays as it is until a payment succeeds.

Downgrade

Before you downgrade, bring usage inside the target limits: deactivate members beyond the seat count, and delete or merge contacts beyond the contact limit; conversations need no preparation, since they are unlimited on every plan. After the change date, anything over a limit blocks new additions (not existing data) until you are within the limit or upgrade again.

Cancel

1. On the Billing page click Cancel subscription and confirm.
2. The page shows that the subscription will end at the end of the current billing period and that you keep access until then.
3. On that date the workspace moves to Free with its limits. Nothing is deleted; data, templates, flows and channels stay.
4. A short exit survey arrives by email from VGraple CRM; answering it is optional.

Timing and proration

Outside India (card through Stripe): an upgrade takes effect the moment the payment succeeds, with a prorated charge for the rest of the current period. A downgrade is scheduled for the end of the period so you keep the higher limits you paid for.

In India (prepaid through Cashfree): the same plan bought again is added to the end of the current period. A different plan starts immediately, and the unused days of the current period are credited against its price. Opening the payment page and leaving it changes nothing; the current plan stays until a payment succeeds.

Cancelling ends at the period end in both cases. There is no refund for part of a period. That is why moving down on a card subscription is scheduled rather than immediate, and why in India the unused days are credited against the plan you move to: nothing you paid for is lost.

Refunds

• An annual plan gets a full refund if you ask within 14 days of the first annual payment.
• Otherwise there are no refunds for part of a period, on monthly or annual plans.
• A monthly plan can be cancelled at any time and simply does not renew.
• AI credits are not refundable.

Every refund produces a credit note against the invoice, emailed the same way an invoice is. To ask for a refund, write to us in Support or email [email protected]. The full wording is in the refund policy.

Agencies and multiple organisations

Each organisation has its own plan and its own billing. An agency that manages several client workspaces upgrades each one separately from inside that workspace; credits and referral rewards also belong to the organisation they were earned in. If a client takes over their workspace, transfer ownership first so the billing contact and the card are theirs.

Before an annual commitment

Run a full month on the monthly plan, check the usage meters against the plan's limits, confirm the team has adopted the inbox, and then switch to annual. Outside India the switch is made from Manage billing with a prorated charge, so there is no reason to wait for a renewal date. In India, buying the same plan on the annual cycle adds the year to the end of the month you have already paid for, so there is no reason to wait there either. If the annual plan turns out to be the wrong choice, the first annual payment can be refunded in full within 14 days.

When a payment fails at renewal

This applies to card subscriptions outside India. The gateway retries the card over several days and emails the Owner from VGraple CRM. During that time the plan stays active. If every retry fails the subscription lapses and the workspace moves to Free with its limits; paying again from the Billing page restores the plan immediately, with data untouched.

In India nothing is charged automatically, so there is no card retry. You get a renewal notice and pay for the next period from the Billing page. If the period ends and is not paid for, the workspace keeps working for a grace period of 10 days, with reminders, and then moves to the Free plan. Nothing is deleted, and paying from the Billing page restores the plan.

What changes on Free

A note on Scale

Scale is priced flat with unlimited seats and contacts, and conversations are unlimited on every plan, so usage never forces an upgrade beyond it; the only decision is monthly or annual, and annual saves about a fifth.

Settings and options

Troubleshooting

Support hours are Monday to Friday, 10 AM to 7 PM IST.