Reference

Billing

Two ways to buy. Cancel any time from the Stripe customer portal. Cached scans stay free to view forever, even after cancellation.

Pay-as-you-go (PAYG)

Buy scan credits in packs. Every scan runs the full 24-signal catalogue. Credits never expire.

Credits pool at the user level — buy once, spend across every Xero organisation you\'ve connected. Prices ex-VAT if we are VAT-registered at time of purchase; flat otherwise. Failed scans do not consume credits.

Compass Pro (monthly subscription)

Unlimited scans on one Xero organisation, priority scan queue, and live LLM narrative on every insight. £19.99 per organisation per month. Effectively pays for itself at ~7 scans a month — the crossover with 10-pack PAYG.

Multi-organisation Pro: one subscription per Xero organisation, so you only pay for the orgs you actually scan often. The Stripe subscription metadata carries the Xero organisation id so the entitlement can be routed correctly.

Where to buy

Sign in and go to /uk/account/billing. Every purchase is a Stripe Checkout session — card details never touch our systems. You will land back on the app with credits or subscription live within a couple of seconds of a successful payment.

Managing your billing — the Stripe Customer Portal

From /uk/account/billing, click Manage billing to open the Stripe Customer Portal. There you can:

• Update your card.
• Download every invoice we have ever sent you.
• Cancel your subscription (see below).

Plan-switching is deliberately not exposed in the portal — moving between PAYG and Compass Pro is handled from within the app so the entitlement engine can reconcile credits and subscriptions correctly.

Cancelling

From the Customer Portal, click Cancel plan. Your Compass Pro subscription runs to the end of the current billing period, then stops automatically. Cached scans stay free to view forever.

You can also delete your account entirely from /uk/account — that goes beyond cancellation and irreversibly purges every table + S3 prefix belonging to you within seven days, per your UK GDPR right to erasure. See Data retention for the full flow.

The refund position

Refund policy (locked): "Because Compass produces a personalised analysis for you, we cannot refund used credits or completed subscription periods. Unused credits stay on your balance forever."

This position rests on the customised-digital-service exception under the UK Consumer Contracts Regulations 2013 — the 14-day cooling-off right does not apply to a digital service that has been supplied at your request. Concretely that means:

• Used credits — a scan you have run has already produced a personalised analysis; the credit is consumed and is not refunded.
• Completed subscription periods — the month you have already had unlimited scans on is not refunded.
• Unused credits — stay on your balance forever. They do not expire and are yours to spend when you like.
• Failed scans — do not consume a credit. If a scan errors before returning a result, no credit is deducted; if a credit was deducted and the scan then errored (rare), our support inbox reconciles the ledger.
• Duplicate charges / genuine errors — always refunded. Email support@customercompass.ai and we will fix.

VAT

Where we are VAT-registered, prices are ex-VAT and VAT is added at the prevailing UK rate at checkout via Stripe automatic tax. Digital Tactics Ltd VAT registration number is displayed on the invoice. Where we are not VAT-registered, prices are flat and no VAT is applied.

What if I have a billing question that isn\'t answered here?

Email support@customercompass.ai. Initial response within two business days.

Related

• Terms of Service — the underlying contract.
• Troubleshooting — including "credit consumed but scan failed" reconciliation.
• Account deletion — beyond cancellation.