Billing and Refund Policy
Last Updated: March 11, 2013
This document explains Ning’s policies for Ning Product Plans (which we sometimes refer to in this policy as “services”). More specifically, this policy describes when Ning will issue a refund for services, as well as the process for requesting a refund. It’s a bit detailed, but we want to be transparent and fair on all billing matters.
- View or update your payment method (Please note that we currently only support one payment method at a time per Ning account)
- Create a new Ning Network
- View your balance
- Pay an outstanding balance
- View your billing and invoice history (All invoices must be accessed via Ning.com)
- Manage your services
Your Ning billing account credentials may be different from your Ning Network credentials.
Free Trial – Product Plans
The first 14 days after you launch your new Ning Network are absolutely free and you may cancel at any time here. After 14 days, your account will begin being charged for the annual or monthly subscription plan you’ve chosen. When you select the annual subscription, you pay for one year (12 months of service) at a discounted fee, which is less than the equivalent of 10 months of service if you purchased on a monthly basis.
We offer monthly and annual subscriptions for certain services. You’re automatically charged as appropriate; once a month if you selected a monthly subscription and once a year if you selected an annual subscription. You can update your billing information, change your subscription from monthly to annual billing or contact us to cancel your subscription at any time. For those services that are subject to a one-time (or non-recurring) fee, you’ll be charged this fee at the time you order these services.
If a charge to the payment method on your Ning account is declined, we may make additional attempts to process the payment. If payment continues to fail, we may display a Billing Issue message when you sign in to www.ning.com and your Ning Network, and we may attempt to notify you by email. To ensure payment is successfully processed, we recommend you take the following steps:
- Verify that your bank account is sufficiently funded
- Make sure your credit card or PayPal information on file with Ning is up to date
- Contact your bank or credit card provider to approve payments to Ning
- Confirm your billing agreement is valid (PayPal users only)
- Review the Payment Troubleshooting Guide
In addition, we offer you the ability to make an instant payment. Go to www.ning.com, sign in and click the “Make Payment” button.
If payment continues to fail, please submit a ticket through the Support link in the dashboard of your Ning Network, or call us Monday through Friday from 9:00 AM to 5:00 PM (Pacific time) at:
- 1-855-233-6436 (USA/Canada Toll Free)
- 0-808-189-2035 (UK Toll Free)
23 Days: If you have an outstanding balance on your Ning account for more than 23 days, we may begin blocking you (the Ning Creator) and your administrators from accessing any of your Ning Networks. During this time, your members will still be able to access these networks and contribute content. We certainly hope you never reach this point. However, if you do, please take the steps outlined above to pay your outstanding balance in full and regain access to your Ning Networks.
38 Days: If your outstanding balance remains unpaid after 38 days, we may also begin displaying a message to your members when they sign in to any of your Ning Networks. The message will warn them that the network is at risk of being disabled due to overdue payment and suggest that they contact you. Members will be able to dismiss the message and continue to access the network and contribute content.
53 Days: If you have not settled your outstanding balance within 53 days, we may disable all of your Ning Networks and block access to you, administrators, members and visitors. You will still be able to fully reactivate your networks by paying your outstanding balance in full.
60 Days: If you have an outstanding balance on your Ning account for more than 60 days, we may permanently delete the URL and content for all of your Ning Networks. After this deletion, you will not be able to reactivate your network.
Ning also reserves the right to purge content and data from Ning Networks if your balance is overdue and/or to accelerate any of the foregoing dates if a Ning Creator has never paid any amounts to Ning.
Plan and Billing Frequency Changes
You can view your services at any time by signing in here. Our billing policy for subscription plan changes depends on whether you are upgrading or downgrading your plan:
Upgrade – If you upgrade your plan, we’ll prorate your fee. You’ll pay the old fee up through the date of the upgrade and the new fee thereafter. This upgrade policy applies whether you’ve chosen a monthly or annual subscription plan.
Downgrade – You can downgrade your plan any time during the free trial period. After the trial period, any plan downgrades will take effect when your next billing cycle begins. As an example, you chose Ning Performance, which is $59 per month, on July 1. On October 15 – which is outside the trial period – you decided to downgrade to Ning Basic, which is $30 per month. Your October fee will still be $59. Your November (and future months’) fee will be $30. This downgrade policy applies whether you’ve chosen a monthly or annual subscription plan.
You can also change your billing frequency for your plan(s) at any time. Here’s how changing it will affect you:
Monthly to Annual – If you go from monthly to annual, we like that! We’ll credit you for the unused portion of your current invoice, and then you’ll be charged for the discounted annual subscription fee.
Annual to Monthly – If you’re going from annual to monthly and you’re within the 14-day trial period (i.e., you haven’t made any payment yet), we’ll change our billing frequency and bill you as if you’ve always been on a monthly subscription. If you’re going from annual to monthly and it’s past our 14-day trial period (i.e., you’ve already made an annual payment), we won’t be able to refund any portion of the annual subscription fee. The monthly fee will kick in when your next billing cycle begins, after your year has completed.
If you cancel your services, your cancellation takes effect on your next billing cycle. This means we won’t be able to refund you for any unused portion of your services. For example, you chose a monthly subscription of Ning Performance on July 1. On December 1, your credit card is charged for $59 as usual. On December 12, you decide to cancel your Ning Network. No further charges will be made to your credit card, but you will not receive a refund for the period of December 13 through December 31. This cancellation policy applies whether you’ve chosen a monthly or annual subscription plan.
Items eligible for a refund will be issued to the method of original payment.
It may take up to a few days for Ning to process your cancellation or plan change, but all cancellations and changes will be effective as of the date that Ning receives your change request.
Ning may periodically amend this policy for any reason. Please review this policy periodically.
If you have any billing questions or suggestions about this policy, feel free to call us Monday through Friday from 9:00 AM to 5:00 PM (Pacific time):
1-855-233-6436 (USA/Canada Toll Free)
0-808-189-2035 (UK Toll Free)