FAQ
Short answers. The help centre has the full guides.
What do the plans cost?
Starter is $99 per month and includes 3 locations and 3 seats. Each location beyond that is $25 per month. Growth is $249 per month and includes 15 locations and 8 seats. Each location beyond that is $18 per month. Scale is $499 per month and includes 40 locations and 20 seats. Each location beyond that is $12 per month. Agency is $149 per month and includes 5 seats. There is no limit on the number of client organizations. Client organizations are on Starter or Growth, and each client keeps and pays for its own plan. Franchise is a custom quote. It is not a self-serve Checkout. Use Talk to us on the Billing page. Annual billing is 2 months free (10 months billed). Prices are in US dollars and exclude VAT. UK VAT is added at Checkout for customers in the UK, and a business can enter its VAT number there.
Are prices in US dollars? Is VAT added?
Prices are in US dollars and exclude VAT. UK VAT is added at Checkout for customers in the UK, and a business can enter its VAT number there. Checkout shows the tax before you pay, and invoices in the Stripe Customer Portal show it too.
How does the Starter trial work?
Starter is the only plan with a trial. It is 14 days, monthly or annual, and starts with a new Starter Checkout. Checkout asks for a card, which is needed to start the trial, and Stripe charges it when the trial ends unless you cancel before then. One trial is allowed for an organization, its owner, the same Stripe customer, the same card, or the same billing email. A later Starter Checkout is charged from the start, and a promotion code does not add another trial. About 3 days before the first charge, the organization owner receives an email with the plan, the amount, the charge date, and a link to manage or cancel in the Stripe Customer Portal. Moving to Growth or Scale during the trial ends it straight away. A plan change never starts a trial. Payments are non-refundable.
How do I cancel, and are payments refundable?
Payments are non-refundable. When you cancel, your plan stays active until the end of the period you've paid for, then it does not renew. This doesn't affect any rights you have under applicable law. Owners and admins cancel in the Stripe Customer Portal: open Billing and choose Payment methods and invoices. Changing plan during a billing period is prorated by Stripe. Cancelling is not prorated and gives no credit. If you think a charge is wrong, send the support form with the invoice date and amount.
Is AI an extra charge?
AI is included in the plan. There is no separate AI charge. Fair-use monthly draft limits per organization are Starter 100, Growth 1,000, and Scale 3,000. Franchise is custom: until a deal sets a number, the plan allowance does not cap drafts. At the allowance, new drafts pause until the next UTC month. Manual replies still work. There is no overage charge.
How do text message review requests work?
You connect your own Twilio account and your own sending number. TrustMetrics never sends SMS from a TrustMetrics number or a shared account, and it does not sell text credits. SMS review requests are on Growth, Scale, and Franchise. The customer registers the number in their own Twilio account.
Do you store or resell Google reviews?
TrustMetrics does not sell or resell Google review content. Your reviews come from your own Google Business Profile and are shown with Google attribution. Inbox rows are refreshed from Google and removed when they have not been synced for 30 days. Competitor ratings come from Google Maps, are read live, and are not saved.
How do I get a Franchise quote?
Franchise is custom pricing. On Billing, open the Franchise plan and use Talk to us. There is no self-serve Checkout for Franchise.
How do I delete my account or organization data?
There is no button in the app that deletes a login or an organization. Owners and admins can open Billing and use the Stripe Customer Portal for payment methods and invoices. To ask for the account or organization data to be deleted, send the support form and choose Account and data.
Which plan includes the API?
Creating an API key and sending review-request events is on Growth, Scale, and Franchise. The read API is on Scale and Franchise. The read-only Claude connector is on Growth, Scale, and Franchise. Machine-to-machine Google review text stays off.
What happens to client organizations if an agency cancels?
Agency staff keep client access for 14 days after the Agency subscription ends. Then agency access ends and each client owner is offered a direct plan, Starter or above, with no trial. The client's widgets keep showing for 30 more days. After that the organization is read-only until it picks a plan. Nothing is deleted, and choosing a plan lifts read-only.