Purpose:  Learn how billing for your Kizen subscription works, how to add or update your payment method, and how to cancel your Kizen subscription.


TABLE OF CONTENTS

Overview

Kizen offers flexible subscription plans with automated monthly billing. This guide will help you understand how billing works, what's included in your plan, and how to manage your subscription.

How Billing Works

Subscription Structure

Your Kizen subscription is billed monthly, starting from the date you purchase your account, and includes the following:

  • Core Platform plan - Charged per user seat. The plan sets limits on the volume of data in the system. The limits don’t scale with the number of users.
  • Agentic Workflows plan - Includes a set number of Agentic Workflow step executions.
  • Marketing plan - Includes a set number of emails that you can send per month.

The Agentic Workflow and Marketing plans offer the ability to separately purchase additional step executions or emails if you need additional capacity. 

Payment Processing

Your credit card is charged automatically each month on your billing date.

Overage charges may be billed separately from your regular subscription charge (see How Overages Work).

Adding or Updating Your Payment Method

Upon logging in for the first time, you will be greeted with a pop-up window prompting you to enter your billing information. As soon as an accepted payment method is entered, you’ll have immediate access to your Kizen platform.

You can also add a new or update your payment method anytime:

  1. Confirm that your business address is populated in Settings > Business Information.
  2. Navigate to Settings > Billing > Billing Settings.
  3. Click on Add Payment Method under Payment Methods & Order.
  4. Fill out the card number and details, and click on the Save Payment button.

Upgrading or Downgrading Your Plan

Upgrading Your Plan

When you upgrade your plan or add user seats:

  • Changes take effect immediately.
  • You will be charged a prorated amount for the remaining days in your current billing cycle.
  • The charge is processed right away.
  • Any overage charges already incurred under your previous plan still apply and aren't refunded.

Downgrading Your Plan 

When you downgrade your plan or reduce user seats:

  • Changes take effect on the first day of your next billing cycle.
  • You'll continue to have access to your current plan features until then.
  • Refund requests are handled by support on a case-by-case basis (see Refund Policy).

How Overages Work

If your usage exceeds your plan’s monthly limits for Agentic Workflows, emails, or Kizen AI Credits, you may incur overage charges. Overages are always based on your monthly limits. You can keep track of your usage in Settings > Billing > Usage:

To limit how much you can be charged for overages, see Overage Budgets.

Agentic Workflow & Email Overages

  • Charged in incremental "packs" (typically 1,000 units at a time).
  • Overage charges may be billed mid-month once your accrued overage charges reach the minimum invoice amount for your account.

Kizen AI Credit Overages

If your plan and overage settings allow it, Kizen automatically buys additional credits once you use all the Kizen AI Credits your plan includes. If you set a Kizen AI Credits Overage budget, purchases stop when you reach it.


Mid-Month Overage Billing

  • Once your accrued overage charges reach the minimum invoice amount set for your account, Kizen issues an Additional Usage invoice and charges your payment method for the accrued amount. 
  • Any remaining overages are included on your next monthly invoice.
  • To monitor charges as they accrue, see the Charges Not Yet Invoiced section of the Billing screen.

Overage Budgets

Overage budgets help you balance two goals: controlling how much you spend on usage overages each month, and making sure your business work is never interrupted. You manage your budgets in Settings > Billing > Billing Settings, in the Overage Budgets section.

You can choose to:

  • Allow no overages
  • Allow overages up to a limit you set
  • Allow unlimited overages

If you allow overages up to a limit, you set an Overall Monthly Budget, plus separate budgets under Monthly Budgets per Category: Kizen AI Credits Overage, Agentic Workflows Overage, Marketing Platform Overage, and Use of External LLMs (via Kizen). The Overall Monthly Budget must be greater than $0. If you save it at $0, Kizen turns off Allow Overage and shows a warning.


Your Overall Monthly Budget is the ceiling on your total overage spending. The other budgets don’t need to add up to it. For example, say your Overall Monthly Budget is $50, your Agentic Workflows Overage budget is $50, and your Marketing Platform Overage budget is $10. If you spend $10 on Marketing Platform overages, you can spend only $40 on Agentic Workflows overages, because your total can’t exceed $50.


After you save, Kizen shows approximately how many additional Agentic Workflow steps, emails, or Kizen AI Credits each budget buys on your plan. The Use of External LLMs (via Kizen) budget shows no estimate, because AI providers set their own prices.


Once your plan’s included credits are used up and you reach your Kizen AI Credits Overage budget, Kizen AI stops in Agentic Workflows, chat, and the editor until your next usage cycle begins or you raise the budget.


  • When you reach your Use of External LLMs (via Kizen) budget, Agentic Workflow steps that use those LLMs will pause. Kizen AI Credits and AI that uses your own API keys are not affected by this budget.


  • When you reach your Overall Monthly Budget, usage included in your plan continues, but usage that would add an overage charge stops. This includes AI from external LLMs billed through Kizen. AI that uses your own API keys is not affected.

The Kizen AI Credits Overage and Use of External LLMs (via Kizen) budgets can run slightly over. Kizen learns the cost of an AI request only after the request finishes, so your spend may occasionally exceed either budget by up to $10 before Kizen can pause further requests.


If you switch to another option and then back to allowing overages up to a limit, your budget amounts reset to zero, so you need to enter them again.


You can view your budgets and how much you've accrued toward each one in Settings > Billing > Usage, even if you don't have permission to change them.

Usage Screen for Accounts Without Self-Service Billing

Some Kizen accounts are billed under a contract with Kizen, not through self-service billing. If your account is one of them, your Settings menu shows Usage instead of Billing.


The Usage screen shows:

  • Plan usage for resources such as Agentic Workflow steps, emails, and Kizen AI Credits.
  • A User Summary with the number of registered users.
  • A VIEW AI USAGE button that opens your AI usage details.


The Usage screen doesn't show billing amounts.


For payment method changes, invoice history, or any billing question, contact our support team at support@kizen.com. The Billing Settings, Manage Plans, and Invoices steps in this article apply only to accounts with self-service billing.

Invoice Schedule

Regular Invoices:

You receive a monthly invoice that includes:

  • The upcoming month's base subscription fees
  • A Core Platform plan charge, proportional to the number of users
  • An Agentic Workflow plan charge (if applicable)
  • A Marketing plan charge (if applicable)
  • Any unpaid overages accrued since your last invoice


Immediate Invoices are generated for:

  • Plan upgrades

  • Adding user seats

Additional Usage Invoices are issued whenever overage charges exceed the invoice threshold.


How to Troubleshoot Failed Payments

If your payment method fails:

  1. You'll receive an email notification: "Warning: Payment Failed - Account at Risk"

  2. Kizen retries the failed payment automatically once each day for three days, and deactivates your account if payment hasn't succeeded 14 days after the first attempt.

  3. Once deactivated, your data will be automatically deleted after 6 months unless you reactivate your account

What to Do: Update your payment method as soon as possible to avoid service interruption. If you need assistance reactivating a deactivated account, please contact our support team.

How to Cancel Your Kizen Account

  1. Export your account data.

  2. Contact our support team with your cancellation request in writing and confirmation that you have exported your account data.

  3. We'll process your cancellation and confirm the details.

  4. Your subscription will remain active through the end of your current billing period.


Depending on your permissions, your specific Kizen plan, and your account balance, you may be able to cancel your account yourself. Go to Settings > Billing > Billing Settings and scroll to the bottom of the page.

Important: Cancelled subscriptions cannot be reactivated, so you must export all your data before cancellation. Data is permanently deleted 6 months after account deactivation.

Refund Policy

Refunds are handled on a case-by-case basis by our support team rather than issued automatically. To request a refund, contact support@kizen.com and our team will review your situation. Refunds are not issued for previous billing cycles. If a refund is approved, it can take 7-10 business days to appear on your credit card statement.

Plan Restrictions for Agent CRM Users

If you're using Kizen through a Field Marketing Organization (FMO) partner:

  • You cannot directly modify your plan level or number of user seats.
  • Contact your FMO to request changes to your subscription.
  • Your pricing may differ from standard Kizen pricing based on your FMO agreement.

Need Help?

If you have questions about your billing, invoices, or subscription:

  • View your current plan and billing history in your account's Billing section.

  • Contact our support team at support@kizen.com.

  • For payment method issues, ensure your credit card information is up to date in your account settings.

Note: All prices and features vary by plan. Visit our Pricing page for current plan details.