Subscription FAQ

1. Are there any account setup fees? Cancellation Fees etc?

No! - Sign up and cancel your account anytime. No Hidden Fees.

2. What is the minimum number of months one must subscribe?

There is no minimum! Use the service as long as you want, and simply cancel your account when you are done. Your data will be stored on our servers as long as your account is active.

3. How does recurring billing work?

You have the option to get started by signing up for a Free License. This includes up to 50 responses per month. You can upgrade to any of our monthly billing plans at any time. Your account will remain active until you cancel it.

Your billing cycle is considered the day you upgrade your account to the same day next month. For example: If you upgrade on the 25th September, your billing cycle runs from 25th Sept to 25th Oct.

After completing your research, you must cancel your account to prevent future billing. For security reasons, we cannot accept email requests to cancel accounts. If you cannot login to the account, you must fax a signed letter to support requesting an account cancellation. Click on the link at the bottom for instructions on cancelling an account online.

Please note that we cannot offer refunds if you forget to cancel your account.

4. How do I upgrade my Free Edition account?

When you login to your account simply click on “Upgrade Account”:

5. How do I cancel my subscription?

Your may cancel your subscription at anytime by clicking on “Close Account”.

Note: You will no longer have access to your account. We recommend exporting results before cancelling your account. We do not issue pro-rated refunds for cancellations.

6. Can the survey results be exported before cancelling my license?

If you hold a Professional Edition account, results can be exported to CSV format under “Results” » “Export to CSV”.

7. What forms of payment do you accept?

We accept all major Credit Cards (Amex, Visa and MasterCard). Payments are made online and your account will be upgraded immediately after your card is charged. An online Invoice is also generated for your convenience. We also accept cheque payments by mail.

8. What about Prepayments and Discounts?

• We provide a 15% discount for all Annual Licenses.
• We also provide 35% discount for the Education sector including ‘students’ on all monthly subscriptions and a further 15% for an annual prepayment, so that is 50% discount.
• We also offer 35% discount to Not for Profit organisations and a further 15% for any annual prepayments, so that is 50% discount.

9. I am currently in the Free Edition. If I upgrade will my data/surveys disappear?

No! Upgrading from one license level to another DOES NOT CHANGE your data (surveys/responses etc.) in any way.

10. Can I change from a monthly subscription to an Annual subscription... and vice versa?

You can upgrade from a Monthly Subscription to an Annual Subscription however, you cannot downgrade back to the Monthly Subscription Level.

Please note that we do not issue pro-rated refunds for changes in subscriptions.

11. I'd like to use this for a single project...How much will this cost?

Depends on your research/project most small projects usually take between 1 and 3 months. So you would have to pay our monthly fee for as long as you are accessing the site to develop/send/collect and perform analysis.

You can then cancel your account. There are no cancellation fees and you can do it online -- No we don’t make it hard to cancel your account! If you need our services again (in the future) you can always come back and re-activate your account.

12. Will my data and surveys be preserved if I cancel my account?

No. If you cancel your account all your associated data is removed from our servers.

13. What about multiple users? I'd like to have more than one person access to creating and distributing surveys for my company.

By default all the licenses are Single User Only - Sharing usernames and passwords is a violation of the single user license. If you need a multiple user license:

• Multi-User License Option is available with the Annual Corporate Plan
• Up to 3 users per account
• 30,000 responses per year
• If you need more than 3 user accounts, please contact Sales to get a volume discount

14. I am not based in the United Kingdom - How does the pricing change for different countries?

The pricing does not change. Your card will be charged in GBP Sterling (£), and depending upon your credit card company's agreement, you will be charged in your currency. The exchange rate will be determined by your credit card company.

15. Will I be charged the monthly fee even if I do not have surveys "Online"?

Yes. The monthly service charge includes survey authoring and results analysis. You will have access to all of the tools as long as your account is active. If you choose to cancel your account then you need to do so by “Closing” your account from the “My Account” page.

16. What kind of security do you have?

Look at our Security page.

Still not sure about something? Please let us know!