Billing FAQ: charges, invoices and refunds
Category: Billing & Plans
Read time: 5 minutes
Common questions about how Augrented billing works — when you're charged, how to get official invoices, and what our refund policy covers.
General billing
When am I charged?
| Purchase type | When charged |
|---|---|
| Renter subscription (monthly) | At checkout, then every 30 days on your billing anniversary |
| Renter subscription (annual) | At checkout, then once per year |
| Report Bundle ($10) | Immediately — one-time payment |
| Apartment Hunter ($39) | Immediately — one-time payment |
All payments are processed by Stripe, the same payment processor used by millions of businesses. Augrented never handles or stores your card details.
How do I get an invoice for my records?
- Go to Account → Billing and click Manage subscription
- In the Stripe billing portal, click Invoices
- Each invoice has a Download PDF button
- You can also view your payment history and email invoices to yourself from the same page
Invoices include the Stripe receipt ID, payment date, amount, and plan details — suitable for expense reporting or rent-stabilization documentation.
What payment methods are accepted?
Stripe accepts Visa, Mastercard, American Express, Discover, and most debit cards. Payment method selection is dynamic — Stripe shows the available options based on your location and card type.
Credits
Do credits expire?
No. Credits you purchase — whether a 3-pack for $10 or a 30-pack for $39 — never expire. They remain on your account for as long as your account is active.
Can I get a refund on unused credits?
Credit bundles are non-refundable once purchased. Because credits never expire and work on any building in NYC or San Francisco, they hold their value indefinitely. If you're pausing your apartment search, the credits will be here when you return.
What's the difference between a purchased credit and a subscription credit?
| Purchased credits | Subscription credits | |
|---|---|---|
| How you get them | Buy a bundle ($10/3, $39/30) | Included with Renter (5/mo) or Business (50/mo) |
| Expiration | Never | Reset each billing period |
| Survive cancellation? | Yes | No |
| Can be combined? | Yes — stack with subscription credits | Yes — stack with purchased credits |
When you unlock a premium report, the system uses subscription credits first, then purchased credits.
I bought credits but they're not showing up
Credits are usually applied within seconds of a successful Stripe payment. If your payment was successful and the credits haven't appeared after a few minutes:
- Check your Stripe confirmation email for the transaction ID
- Refresh the billing page in Augrented
- Contact [email protected] with the transaction ID
Refunds
Can I get a refund on a subscription charge?
If you believe you were charged in error — duplicate charge, incorrect amount, unauthorized payment — contact us at [email protected] within 14 days of the charge with the transaction details from your Stripe receipt.
Refunds are handled case-by-case. We process them through Stripe, and the funds return to your card within 5–10 business days depending on your bank.
What if I cancel mid-cycle?
Cancelling stops the next billing cycle from starting. You keep access to your subscription's premium features through the end of the current paid period — days, weeks, or months, depending on where you are in the cycle. There are no partial refunds for unused days.
What about accidental duplicate charges
Stripe's checkout process includes idempotency protection, so clicking "Subscribe" twice in rapid succession should not create two charges. If you do see a duplicate charge on your statement, email us at [email protected] with both transaction IDs and we'll resolve it.
Account and plan changes
Can I switch from monthly to annual billing mid-cycle?
Yes. Use the Manage subscription button in the billing portal. The change takes effect at your next billing date — your current month isn't prorated.
What happens if my payment fails?
If Stripe is unable to process a subscription payment, Augrented follows Stripe's default dunning process: - Stripe retries the payment automatically over several days - You'll receive email reminders from Stripe to update your payment method - If the payment remains unpaid, the subscription lapses, and your account reverts to the free tier
You can update your payment method at any time through the Stripe billing portal.
How do I update my card on file?
Go to Account → Billing → Manage subscription, then click Payment methods in the Stripe portal. You can add, remove, or set a default card.
Taxes
Is sales tax charged?
Sales tax may be applied depending on your billing address and local tax laws. Stripe calculates and adds applicable taxes at checkout automatically. The amount is itemized on your receipt.
Have a question that's not covered here? Email us — we typically respond within a few hours on weekdays.