Kiln On Demand Billing FAQ

How much does Kiln On Demand cost?

At first, it's free. You get a 45-day free trial period, and you don't have to give us your credit card information if you don't want to.

Once the free trial ends, you will be billed based on the number of active users you have:

Price adjustments are calculated automatically, so there's no need to worry about changing plans as you add users.

What if the number of users I have in a month changes?

You are billed according to the high-water mark of the number of active user accounts each month, that is, the maximum number of users that were simultaneously active at any one time during the calendar month. So, if you have three active users for part of the month and then add a new active user, you get charged $100 for that month ($25 times 4 users).

You can securely enter your credit card information at any time. If you give us your credit card info before the end of your trial period, we won't start charging you until that 45-day period ends; and we process charges on the first weekday of each calendar month. So, if your trial period ends on May 25th, the first charge to your credit card will be posted on the first weekday of June.

What if I am a student or creating a startup, and we don't have much money?

The Kiln Student and Startup Edition allows teams of one or two people to use a complete, full-featured version of Kiln, professionally hosted at our data center, at absolutely no cost. You don't have to provide a credit card, there's no advertising, and there's no catch. If you love Kiln, tell your friends about it. If you make it big and your startup grows, you can hire more people and switch to the paid version. If you graduate from school and a get a job somewhere, you can convince your new company to start using Kiln. Or you can let us convince them and we'll give you a free license if they sign up.

What if I start my account in the middle of a month?

We only start billing you after the end of your free trial. On the first weekday of the next month, we pro-rate your first monthly fee. To do that, we calculate the high-water mark of the number of active user accounts during that first partial month, multiply by $25, and pro-rate that proportionally to how many days of the month you had the account. Then, by the next month, the charges should get to their normal level. You can keep track of this using the Usage Details link on the Your Account page.

What if I end my account in the middle of a month?

If you're past the free trial period, and you cancel your account in the middle of a month, the monthly fee for that month of service will be pro-rated in accordance with the number of complete days during that month when the account was active.

How do users work?

You can share your Kiln On Demand account with other people by making them users. Each user corresponds to one individual human being who can log in and use Kiln.  You can make a user an administrator for your site or a regular user.

Only active users can log in, and only active users count towards your billing. You can deactivate and reactivate users at any time. So, for example, if you have a tester working for you for a few months at a time, you can deactivate her account while she's away to save costs.

How can I stop from accidentally adding lots of active users and going bankrupt?

Any administrator can set an Active User Account Limit on the Your Account page. No one can activate users beyond this limit.

What type of payment do you accept?

Fog Creek Software accepts all major credit cards. If you prepay for a year in advance, you can also pay with a check or corporate purchase order.

How do prepayments work?

You can prepay for a year in advance based on the estimated number of users that you will have. This amount will be credited to your account. At the end of each month, we deduct your monthly charges from this account. If you add more users, this account may be depleted before 12 months are up. If you cancel at any time, any money left in the account is refunded to you.

How do I cancel my account?

You can click the Cancel link on the Your Account page. You can cancel at any time.

What is your refund policy?

If you're past the free trial, and your trial period ended less than 90 days ago, just let us know and we'll refund everything you've paid us. Otherwise, just hit the Cancel link on the Your Account page, and we'll pro-rate you for the used portion of the current month and close your account.

The Fog Creek Promise: If you’re not satisfied, for any reason, within 90 days you get a full refund, period, no questions asked. We don’t want your money if you’re not amazingly happy.

What if I have other questions?

Please contact us for tech support, customer service, or anything else.