How does payment for Colib plans work?

Who is this article for?

This article is for practice owners and administrators who want to understand how Colib plans are billed: the price of each plan, what is counted, the licenses for additional practitioners, the add-ons, what is included at no extra cost (such as unlimited SMS), and when your card is charged.

When you subscribe to Colib, you enter your credit card information on our secure payment platform, Stripe. It's very simple. You are then billed for your plan every month, with no commitment.

Good to know: prices are in Canadian dollars and do not include taxes. The taxes of your province (GST, HST or provincial tax) are added to each payment. You can compare the plans at any time on our pricing page (www.colib.io/pricing).

In short

• One payment per month, on the same day every month, on the card saved in the Payment Method tab.
• The amount is not always the price of the plan: licenses for additional practitioners, group appointments, AI-powered notes, extra file storage, faxes and taxes can be added. Each of them is a separate line on your receipt.
• Starter is billed per appointment ($3, minimum $9). Practitioner and Practice Pro are fixed monthly prices with unlimited appointments.
• Cancelled appointments, Busy and Other events, SMS and emails are never charged.
• Every payment and its receipt are listed in the Billing tab of the Plan section (handshake icon in the top bar). The section "How to read a payment in the Billing tab" below explains each line.
• If a payment fails, Colib tries again automatically a few days later. Update your card quickly to avoid having your account blocked (see "What happens if a payment fails?").

The plans at a glance

To choose a plan or switch to another one, please see the article titled "How to choose or change my plan".

Subscribed to an older version of a plan? The prices above are those of the current plans. If you chose your plan before a price change, you keep the price of your version (for example different license prices) until you change plans. Your own price is always shown in the Plan tab, under Your monthly fee to access our platform.

Starter plan

This plan is straightforward: it is a pay-as-you-go model. Each month, you are charged for the number of appointments scheduled during the previous billing period, at $3 per appointment. The first payment for this plan is made one month after you select it.

• Minimum monthly charge — a minimum of $9 is charged each month, even if the practice had no appointments. The minimum is not charged for your first month after the free trial, to give your appointments time to happen.
• One practitioner only — you cannot add another practitioner to your team on the Starter plan. You can add up to 3 admin staff accounts.
• Group appointments — an additional fee of $1 per participant is charged, starting from the 3rd client added to the appointment.
• Forms — the Starter plan includes up to 100 completed forms per month. Please see the article titled "How are forms counted in my plan (monthly limit)?"

Example — if the billing date of a practice is the 8th of each month:

• between January 8 and February 7, the practice had 12 appointments scheduled;
• on February 8, the practice is charged: 12 appointments × $3 = $36, plus taxes.

A credit card is required for this plan: see Why is a credit card required for the Starter plan?

Practitioner and Practice Pro plans

Every plan except Starter includes an unlimited number of appointments. These plans offer a fixed monthly price for one practitioner and an unlimited number of appointments: $75 per month for the Practitioner plan, $89 per month for the Practice Pro plan. Practice Pro adds features such as split online payments between a practitioner and the practice, IP restriction and the management of multiple clinic locations.

• First payment — the first payment is charged upfront, the day after you select the plan. If you choose it during your free trial, the first payment is charged the day after the end of the trial.
• Small clinics — you can add additional practitioners to your practice (up to 10 practitioners on the Practitioner plan).

Billing for additional practitioners — if additional practitioners are part of your practice, a license is added for each of them every month:

Who needs a license?

• The price of the plan covers the practitioner who had the most appointments in the period.
• Every other team member marked as a practitioner needs a license, even with no appointment in the period.
• A person who had appointments during the period also needs a license for that period, even if they have been removed from the team since.
• Admin staff who are not practitioners and have no appointments are free.

Additional fee for group appointments — on the Practitioner and Practice Pro plans, $15 per month per practitioner who had at least 3 appointments with 3 or more clients in the period.

Clinic plan

The Clinic plan is designed for larger clinics with a high volume of appointments. Its price is set with our team according to your team size and needs. It includes additional benefits such as dedicated training and onboarding, priority support and unlimited file storage. To discuss it, click Contact us under the Clinic plan on the pricing page, or write to us.

• First payment — the first payment for this plan is charged upfront (the day after you select it).
• Group appointments — starting from the 3rd client of an appointment, each additional client is counted as a separate appointment.

Important notes regarding all the plans

• Cancelled appointments — cancelled and late-cancelled appointments are NOT included in the calculation. You are not charged for them. Appointments marked as no-show are counted.
• Busy and Other event types — these scheduler events are NOT included in the calculation. You are not charged for them. See Do events categorized as Busy or Other count toward the appointment limit?
• Free trial — the appointments dated during your free trial are never charged. Please see the article titled "What happens when my free trial ends?"
• Track your count — the number of appointments of the current period is shown in the Plan tab. See How can I see the number of appointments I made during the current period?

Unlimited SMS, included in every plan

SMS and email reminders, confirmations, recalls and waitlist notifications are unlimited and included in every plan, Starter included. There is no per-message fee and no SMS bundle to buy: your monthly payment never contains a line for text messages or emails, whatever their number.

• What is included — the booking confirmation, up to two reminders, the arrival confirmation, changes and cancellations, the follow-up email, recalls, waitlist notifications and the notifications of new secure messages, by email, SMS or both according to your settings and each client's preference. See the Appointment Reminders feature page and how to customize the emails sent to your clients before and after an appointment.
• Not to be confused with faxes — faxes are not text messages: the pages sent from the Colib shared fax number are billed separately (see the add-ons below and Fax: How much does it cost?).

Add-ons billed with your plan

• AI-powered notes — additional fees apply. See How billing works for AI-powered notes.
• Additional file storage — a monthly fee is added when your files go over the storage included in your plan. Please see the article titled "How much does file storage cost and where do I see my usage?"
• Faxes — faxes sent from the Colib shared number are billed $0.10 per page successfully sent. See Fax: How much does it cost?

When is my card charged?

• Billing date — you are charged automatically on the same day every month. When you choose your first plan or move to a more expensive plan, your billing date becomes the day after the change (or the 1st of the month if that day is after the 28th). When you move to a less expensive plan, your billing date does not change.
• Credits — a credit on your account (for example a referral credit) is used first, before your card is charged. See How does the referral code work?
• Why am I charged without any appointment? — the Practitioner, Practice Pro and Clinic plans are fixed monthly prices, whatever the number of appointments. On the Starter plan, the $9 minimum applies.
• During the free trial — no payment is made while your trial is running. The first payment comes after the end of the trial (see the plans above).
• No prorated charge — when you change plans during the month, there is no partial payment for the days already used. On your billing date, the plan you have on that day is billed with the activity of the period.
• On your bank statement — the payment appears under the name Colib.

How to read a payment in the Billing tab

Go to Plan (handshake icon in the top bar), then the Billing tab (www.colib.io/planandpayments?show=billing). Each row is one payment made to Colib:

• Date — the day the payment was made.
• Amount Paid — the total charged to your card, taxes included.
• Taxes — the taxes included in that amount.
• Reference — the payment number, useful when you write to us.
• Description — for example Monthly subscription - (name of the plan) | 42 appointments: the plan billed and the number of appointments counted for the period.
• Card — the card that was charged.
• Receipt — click the icon to download the PDF receipt. It shows the detail line by line, with the unit price, the quantity, the total and the total with taxes.

The lines you can find on a receipt

Other payments you may see

• Amount owed — a new attempt to charge an amount that failed before (see the next section).
• Refund (number of payments) — when you refund an online payment to a client, the payment provider keeps the fees of that payment. These fees are charged to your clinic through a separate payment, on the card of your plan, with one line per practitioner. See How to refund a payment?

What happens if a payment fails?

A payment can fail when the card has expired, has been cancelled or was declined by the bank, or when no card is saved on the account. In that case:

• You are notified — you receive an email and a notification in Colib with the amount that could not be charged. The amount is shown as a Balance in the Plan tab.
• Colib tries again automatically — a new attempt is made on the 6th, 13th, 20th and 28th of the month. The amount still owed on your next billing date is added to your monthly payment as a Debt line.
• After several consecutive failures, the account is blocked — you can no longer create appointments and some features are suspended until a valid card is saved.
• To solve it — add a new card in the Payment Method tab (www.colib.io/planandpayments?show=details). Your account is unblocked as soon as the card is saved, and the amount owed is charged at the next attempt. Please see the article titled "How to enter my payment information to be billed every month".

Frequent questions

• Why is my payment higher than the price of my plan? — open the receipt of the payment in the Billing tab: each amount added to the plan has its own line (licenses, group appointments, AI-powered notes, storage, faxes, debt), and the taxes are added at the end. The most frequent reason is a license for a second practitioner, including a practitioner who has no appointment yet or who left the team during the period.
• Why did the amount change from one month to the next? — the licenses depend on the number of appointments of each practitioner in the period (part-time or full-time), and the Starter plan depends on your number of appointments. The add-ons depend on your use.
• How can I estimate my next payment? — the Plan tab shows, under Usage, the appointments and the AI-powered notes of the current period, your credit or your balance, and your file storage.
• I removed a practitioner: why is their license still billed? — a person who had appointments during the period needs a license for that period. Their license is no longer billed from the next period.
• I changed plans: what will I pay? — your next payment is calculated with your new plan, without any partial payment for the old one. If your new plan is more expensive, your billing date becomes the day after the change.
• I want to stop paying — there is no commitment. Please see the article titled "How do I cancel my subscription or close my Colib account?"
• I need a receipt for my accountant — download the PDF receipts from the Billing tab. Please see the article titled "How to view the invoices of my monthly Colib payments".
• I think a payment is wrong — write to us at support@colib.io with the Reference of the payment, and we will check it with you.

Good to know

• No commitment — there is no commitment on any of our plans. You can cancel or change plans whenever you want. Please see the article titled "How to choose or change my plan" and the article titled "How do I cancel my subscription or close my Colib account?"
• Non-profit organizations — a 10% discount is given to non-profit organizations. Write to us to benefit from it.
• Receipts — the receipts of your monthly payments are in the Billing tab (www.colib.io/planandpayments?show=billing). Please see the article titled "How to view the invoices of my monthly Colib payments".
• Payment method — you can add or update your credit card at any time in the Payment Method tab (www.colib.io/planandpayments?show=details). Please see the article titled "How to enter my payment information to be billed every month".

Find the invoices of your monthly payments

The invoices (receipts) of all your monthly Colib payments are in the Billing tab: www.colib.io/planandpayments?show=billing. Click the icon in the Receipt column to download each one in PDF. For step-by-step instructions, please see the article titled "How to view the invoices of my monthly Colib payments".

Still have a question?

For any question regarding billing, appointment management or the choice of a plan, write to us at support@colib.io, we will be happy to help.