Plans, billing, and cancellation

Standard Annual vs Seasonal, how we invoice you (net 30, no card), and where receipts come from.

Plans

Every plan includes the complete platform — voice, SMS, email, IEP routing, SchoolMint sync. Plans differ only in commitment and billing cadence:

• Standard Annual — billed upfront for the year, or monthly on the same 12-month commitment.
• Seasonal — monthly with a 4-month minimum, for schools covering an enrollment push.

Your school's rate is on your Order Form; considering AskElira? Book a walkthrough and we'll go through pricing together.

We invoice you — nobody enters a card

You're billed the way a public entity expects to be billed.

• When your agreement is signed, we issue an invoice carrying its own number, your plan, and a due date.
• Terms are net 30 — payable within 30 days of the invoice date, per § 5.3 of your Master SaaS Agreement. The due date printed on the invoice is the one to go by.
• Three ways to pay. Bank transfer (ACH) or card from the invoice page, or a check made payable to stoplosses.ai LLC, mailed to the address printed on the invoice with the invoice number written on it.
• Your PO prints on the invoice. Give us your purchase order number when you sign up and it appears on that invoice and on every renewal. Don't have it yet? Send it to us and we'll reissue.
• The invoice number, the due date and your PO all sit on the Subscription card on Settings, so whoever keeps your books can read them off without asking you.

If you're on a pilot, none of the above applies to you

Some schools start on a pilot: a fixed term, at no charge, starting with the AI assistant on your website and the text-message number families send a question to. Your Order Form says so on its face — it names the term and the rate that would follow it.

Your pilot includes Your family list. Upload the families who can text your school, or share the family sign-up link and QR code on your pilot home. Elira answers families on your list or who signed up; anyone else is referred to the office. Family replies start automatically when setup is finished and the text number is verified. During an observation week or after the pilot ends, replies are held.

• Sign before starting. After your onboarding meeting, AskElira emails the authorized signer your legal packet. Complete every required part before the pilot dashboard opens. Your three-month term starts when signing finishes. We then email your first access link: open it to choose your password. You do not need to enter a password before receiving this first link. It expires after five minutes; the signed-packet page has an Email me a fresh access link button. Future sign-ins use your password and an emailed one-time link.
• Your dashboard shows the pilot. The home page reports whether the website assistant is serving and whether the text number is answering families. AI Knowledge, School info, Your family list and Settings are open — teach Elira and name the families who can text.
• Try Elira before families do. The card *Try Elira before families do* holds two test windows. Until your setup is finished it is in step 6, Try Elira on your website, on Build Elira's Brain; after that it is on your home page too. On the left is the exact chat window families get on your website. On the right is your text line without the phone: type what a family would text and see the answer, or the hand-off to your office, that they would get. Suggested questions are built from your own calendar, so "When is the winter concert?" is answered from the date you uploaded. Nothing you ask here reaches a family, and nothing counts in your pilot numbers.
• Your install code is on Settings. The card *Install Elira on your website* on Settings shows the one-line code to paste just before </body> on your site, with a copy button. Test the window on your home page first, then paste.
• Choose what to test next. From day 30 of your pilot (sooner if our team opens it for you), your dashboard shows What would you like to test next? — press Unlock enrollment pilot, Unlock attendance pilot, or both. You can pause either independently. Unselected tabs stay greyed. See staff-led offers and pilot choices for setup and document-check rules.
• Your home page reports the pilot's numbers, and we collect them. The card *What your pilot is measuring* shows questions asked and when they arrive, how many Elira answered on her own, how many reached your staff, her response time and yours, what families ask about, and an estimate of staff hours saved (answers × 4 minutes — the multiplier is printed next to the number). We keep these for the whole pilot to report back to you. They are counts and timings only: no family names, no phone numbers, and no text of a question Elira answered — your Data Processing Agreement (§ 3.1) says an answered question is not retained. A question she could not answer is kept in your list so you can answer it. Download as a spreadsheet on the card gives you the same numbers as a CSV.

• No invoice is issued, and none will be. Nobody is asked for a card, a PO or a bank transfer. If an invoice ever reaches you during a pilot term, that is a mistake — tell us.
• What the end of the term actually does. Your dashboard, your facts and everything you have taught Elira stay exactly where they are, and renewing is a conversation rather than a checkout. What does stop on the last day is the part your agreement covers: Elira stops answering families and stops sending anything, because your Data Processing Agreement runs for the same term as the agreement it sits under. Your home page says *Your pilot ended on <date>* from that morning. Contact us before deletion to record an agreed extension or begin a paid agreement. A recorded extension keeps the same account and answers.
• And your data has a date on it. If a pilot ends and is not continued, the Personal Data held for it comes out of our production systems within 30 days (Data Processing Agreement § 9). Your dashboard shows the deletion deadline throughout that window. Request a commonly readable export through support before the deadline. Without a recorded continuation, cleanup runs automatically. For an older pilot, our team first records whether it ended or continued; contact support promptly if yours has already ended. Data already deleted cannot be restored by extending the pilot.
• You can end a pilot early. A pilot runs three months, but you can stop it before then at any time — tell us in writing (MSA § 9.1(d)).
• Your Subscription card on Settings reads *Pilot (no charge)*.
• A private or independent school? Your account is separate from charter enrollment. Contact our team for your account options.

Your dashboard opens when you sign, not when you pay

Your account goes live on your signature. Your team starts the setup checklist, connects SchoolMint and gets ready to go live while your business office works through its own 30-day cycle — those two things are meant to run side by side, and waiting for one before starting the other would cost you a month of your enrollment season.

What your account status says

The Subscription card on Settings names your state, and it now comes from the same one place the dashboard reads, so the two screens can't disagree about your account:

• Active — everything running, nothing to do.
• Observation week — your free week. It isn't a billing state; you were never asked to pay for it. See Starting with a free observation week.
• Active, on a pilot — the card starts *Pilot (no charge)*: the website assistant and the text-a-question number, at no charge for the term on your Order Form. Unlike the observation week, Elira really does answer families during a pilot: it is a live account that is not billed, on the pilot scope.
• Payment past due — an invoice went unpaid past its due date, and your access is still on. If an invoice does go past due we'll email or call to ask what's holding it up — usually a PO working its way through a board, or a number that needs adding to the invoice before your system will pay it. Either is fine; tell us and we'll reissue. Nothing switches off over it, and if it ever came to that you'd get thirty days' written notice first (§ 5.3).
• Inactive — the account is switched off.

The dashboard only speaks up when something needs you: the badge under your school name appears for Payment past due and Inactive, and stays quiet while you're active. During an observation week it shows Observation week · day N of 7 instead.

A school we invoice by hand has no Stripe subscription object at all, and that reads Active — nothing is wrong with it.

Manage billing

• End your subscription from the Subscription card on Settings. (It used to sit on the dashboard; the dashboard is now daily triage only.)
• Invoices and receipts are handled by Stripe and arrive by email; every invoice has its own page where you can pay it or download the PDF.
• Ending takes effect at the end of your committed term, not at the end of the month — twelve months for Standard Annual, and for Seasonal the committed season on your Order Form, which ends by itself with nothing for you to click. Invoices carry on to that date; the screen tells you which date it is (MSA § 9.1).