Locked terms: what you bought is what you keep
Why your price and limits never change under you, what the "New members pay" line means, and when your terms do change.
When you buy a Hailo plan, the price and every limit on it are frozen for your account at that moment. If Hailo later changes what a plan costs or includes for new customers, your account keeps the terms you bought. The billing page says so in its fine print: "Your price and limits are locked at what you bought. They only change when you switch plans or cancel."
What is locked
The moment you start checkout, upgrade, downgrade or switch billing period, Hailo records the terms of that plan exactly as shown to you:
| Locked term | Example |
|---|---|
| Monthly price | $99 a month |
| Which wings you have | Manage, Edit and Deliver |
| Hours of footage a month | 10 hours |
| Blueprint builds a month | 20 |
| Delivery a month | 100 GB |
| Ask Hailo questions a month | 750 |
| The actual charge and interval | $1,010 a year |
The charge amount comes from your Stripe subscription itself. If the plan list and Stripe ever disagree, the Stripe figure is the one locked, because that is what you are actually paying.
Only paid plans lock. Early access accounts are free and their allowances can be retuned.
How the billing page shows it
- The card for the plan you are on carries a Yours, locked chip and shows your locked price and limits.
- Every other plan card shows today's offer, because switching to it would be a new purchase at today's terms.
- If anything has moved since you bought, a drift line appears above your usage meters. Examples:
- "You pay $99 a month. New members pay $119."
- "You have 10 hours of footage a month. New members get 8."
- "You have 20 builds a month. New members get 30."
- "You can upload 100 GB of film a month. New members get 200 GB."
- "Your plan includes Manage, Edit and Deliver. New members on Studio get Edit."
Your usage meters always read your locked limits, not the current list.
The annual price on the billing page is always today's annual rate, on every card including your own. Switching from monthly to annual is a new purchase, so a member locked at an older monthly price who goes annual pays this year's annual rate.
When your terms change
Your terms change only when you do one of these:
| You do this | What happens to your terms |
|---|---|
| Upgrade | You move to the new plan at today's terms, right away. |
| Downgrade | You move to the new plan at today's terms at the end of your current period. |
| Switch monthly to annual, or annual to monthly | A new purchase at today's rate for that period. |
| Cancel and come back later | A new purchase at today's terms. |
A top-up (2.5 hours for $25) does not change your terms. Bought hours sit on your balance and never expire.
If the billing page shows a number you did not expect
Compare the Yours, locked card with the drift line. If your locked price is different from what your Stripe receipt shows, contact support from Feedback in the sidebar with the receipt date. See Contact support.