fair billing policy

Expanding Our Fair Billing Policy

Neil Andrew

Neil Andrew

September 2nd, 2020

Neil is Scottish so when he's not writing for PPC Protect he's eating haggis and watching Braveheart.

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We really believe in bringing trust & transparency to the previously murky world of ad fraud prevention. That’s why we’re updating our fair billing policy to better reflect our current position.

When myself, Segev, Alex & Matthew met in London back in 2016 to officially launch PPC Protect, we had one clear goal we all agreed on.

We wanted to bring true transparency, trust, and fairness to an industry that was not only untrustworthy & murky, but that had personally frustrated us for many years as a mix of business owners, cybersecurity analysts and performance marketers.

We’ve made fantastic progress on that front over the past few years with initiatives like our reforestation promise, our employee spotlight series and improvements in data transparency. But we need to make sure we never settle for “Good enough”.

With that in mind, we’ve now updated our fair billing policy to better reflect our current position. Think of it as Fair Billing 2.0 – an evolution in how we do business.

What is our fair billing policy?

It’s really quite simple. It means no customer will ever be knowingly undersold, overcharged, under-served, or forced into doing things our way.

The short overview

  • We will never force mandatory fixed-term contracts on our users.
  • We will never auto-renew annual contracts for another year.
  • All users are notified at least 72 hours before their free trial turns in to a paid plan.
  • Forget to cancel your trial? We’ll refund you in full for up to 14 days after the billing date.
  • We will never increase your subscription cost for the same level of features and protection.
  • We will never move features you currently have access to behind a higher cost plan.
  • Stopped running ads but forgot you were subscribed? We’ll refund your last month in full, no questions asked.

The longer overview

No mandatory fixed-term contracts.

There’s nothing worse than being forced into long term contracts that you can’t get out of.

Think about it – if a business was giving you truly good value, you wouldn’t want to leave would you? So by forcing you into a long term contract with no “get out” clause, against your wishes, that business is saying to you “Our product isn’t great. We think you’ll want to leave. But we want to make sure you don’t.”

That’s not fair. In fact, it’s downright unethical.

That’s why we will never force mandatory fixed term contracts on our customers. We have one or two-year contracts available for those who want to take advantage of the savings they offer, but everyone has access to month to month subscriptions if that is what they prefer – no matter how big or small your business is.

No annual auto-renewals.

If you buy SaaS products you’ve probably had this happen before, and it sucks. We’ve been stung by it many times….

You sign up to a service, it looks alright and you’re happy to go annual. Through the year your needs change and you totally forget you’re even subscribed.

Then a few months later you get a nasty shock when an invoice for thousands of dollars lands in your inbox – and there’s no way out. You needed to cancel at least 30 days before renewal, and you forgot.

Now you’re tied in for another year of a service you don’t need.

We think that’s totally wrong. It’s borderline theft.

That’s why we will never auto-renew an annual contract. When your annual contract is coming to an end our team will reach out to you to discuss renewal options, but you’ll never get a surprise invoice without any notice.

72 hours notice for ending trials.

Have you ever added your card details for a trial, only to forget to cancel and be hit with a charge for a service you didn’t want to continue using?

Yeah, me too….

That’s why we’ve introduced trial ending notifications for all our users. 72 hours before your trial turns in to a paid plan you will receive a notification from us, telling you that you will be billed in 3 days and how much you will be billed.

We want happy customers using PPC Protect. We don’t want to take money from those who simply forget to cancel.

Trial cancellation protection.

If you weren’t interested in continuing to use PPC Protect after the trial period and you missed our 72 hours notice email, then don’t be concerned.

We’re not here to build a business on the back of customers who forgot they were subscribed to us.

With that in mind, if you request a cancellation of your subscription within 14 days of the trial end date then we will refund you in full, no questions asked.

No cost increases.

As long as you have an active subscription to PPC Protect, we will never increase your costs for the same level of protection and feature-set.

Far too many companies hide annual increases in their T&C’s (shout out to all the mobile networks!). But it’s not a fair way to do business.

The price you subscribe at is the price you will pay, forever. If you want to protect additional spend then this will always be at the same rate or lower than your current plan.

The features you subscribe to are yours for life.

We will never move features you are currently paying for behind a higher tier plan, and then ask you to pay more to access them.

We may from time to time change which features are available on each plan for new users, but existing users can always continue to access those features on their existing plans.

Stopped running ads? No problem.

It happens. You stop running ads and you forget about your PPC Protect subscription.

No need to worry. Just let us know and we’ll refund up to the last 30 days of your subscription costs without question.

Got a question?

If you have a question about our fair billing policy just reach out to our team via the chat widget in the bottom right of your screen.

We’re on hand to help with any questions you have – or any suggestions on how we can improve!

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