Invoices and payment
Cards, receipts and who holds what.
Your card
We never see or store it. Payment details go straight to Stripe, our payment processor, and are entered on their form rather than ours. Updating a card, changing the billing address or switching payment method all happen in their portal, reached from Settings, then Billing.
That is not only a convenience: a research firm’s portal is a poor place to keep card numbers, so it does not keep any.
Invoices
Every charge produces an invoice you can download from the billing page. They carry your organization’s name and address as entered with the payment provider, so if a client of yours needs a different billing entity, change it there rather than asking us to re-issue.
If a payment fails
The provider retries and emails the billing contact. Nothing is deleted while a payment is outstanding — your library and your monitor do not disappear because a card expired — but a plan that stays unpaid eventually lapses. Update the card and it resumes.
A charge you do not recognise
Send it to your account manager with the invoice reference. Do not dispute it with your bank first; that costs both of us a week to unwind something we can usually explain in a message.