How do I pay, and where are my invoices?

Purchasing or switching a plan

Under “Plan & usage” you choose the plan and are taken to the payment page. After paying it can take a moment for the new state to appear in the portal: we take it from the payment provider’s confirmation, not from the redirect. Please do not pay a second time in the meantime. A plan choice you brought from the pricing page when signing up books nothing; booking happens here.

When booking you choose whether to pay monthly or yearly. Paid monthly, you can cancel at the end of any billing month, with no minimum term. Paid yearly, twelve months cost as much as ten, due once in advance; the plan runs for those twelve months unless you close your account, after which the contract continues monthly. Moving up is possible at any time; moving down takes effect at the end of the twelve months when paying yearly. When paying yearly you move up yourself under “Plan & usage”; moving down and cancelling then go through support, because the payment provider’s page does not allow them while the term is running.

When you cancel, the payment provider asks why you are leaving: too expensive, missing features, too complex, not used, switched to another service, or other with a sentence of your own. Answering is optional, and you can cancel without it. No counter-offer follows. What you tell us shows up with your account, and we learn from it what is missing.

Invoices in German or English

Invoices come in German and English, set for the whole account under “Plan & usage”, field “Invoice language”. The default is the language in which the person who purchases first uses the portal. If they use it in Spanish or French, it is English. The payment provider sends invoices, receipts and the related emails in this language, and the items we put on the invoice are written in it: overage, additional client accounts and the credit for a referral. Anyone who may purchase can change it.

• A change applies from the next invoice. Invoices already issued keep their language.
• An item that was created earlier but only reaches an invoice later keeps its description in the language of that time.
• Plan names are the same on German and English invoices. Start, Pro, Growth and Scale carry those names in both languages; the agency plan appears as “Agentur / Agency”.
• If you pay through Shopify, Shopify issues the invoice and this setting does not apply to it. An agency’s client account does not receive invoices of its own.

Paying through Shopify

If you connected your store through the Metrunio app, you can also choose your plan in Shopify: in the app, “Choose plan” opens the plan selection in your Shopify admin. Shopify then charges the amount on your Shopify bill, and Metrunio applies the plan as soon as the app reports the subscription. “Plan & usage” then shows “Billed through Shopify” with the plan and renewal date; the Stripe checkout is hidden. You switch and cancel in Shopify.

• Above the quota, measurement continues and is billed: €3 per started 10,000 events; a plan never costs more than the next plan up would cost at the same volume. Shopify charges the amount on your Shopify bill. From 80 per cent the portal points out that a larger plan is usually cheaper.
• For the overage to be reported, the Metrunio app must stay installed. It reports it once a day on its own and also whenever you open its overview in Shopify; nothing is charged twice.
• An agency plan with a surcharge per client account is not available through Shopify.
• If Shopify freezes the subscription because your store’s bill is outstanding, measurement continues.
• If you cancel, your plan expires or you uninstall the app, the free plan “Start” applies. Uninstalling counts as cancelling and does not close your account. Nothing is locked: you can still view your data, and quota and retention are those of the free plan, that is 90 days. If a longer retention is set, it drops only 30 days after we announce it; after that we delete anything older. Choose a plan in Shopify again and it applies immediately.
• If you already pay through Stripe, you can stay with it. Switching is not required.

When a payment fails

• You receive a payment reminder with a date, and a note appears on every page of the portal. For 14 days everything continues unchanged. An expired card is not a refusal to pay.
• If it is not paid by then, we lock access. You can still sign in, pay and export, and measurement continues for 30 days from the lock.
• If the payment is still outstanding 60 days after the lock, we terminate the contract, announced 14 days in advance. “What happens when a payment is outstanding?” explains the whole process.

Cancelling

If you cancel a paid plan, your account moves to the free Start plan at the end of the paid period. Your account and data stay within the limits of Start: 90 days of retention, one website and one person active, additional users and websites paused until a plan covers them again. Nothing is locked, and you can book again at any time.

Closing your account

Closing your account is a separate step, apart from cancelling, and ends the contract. After it you can still read and export your data for 30 days. After that it is deleted: measurement data, campaigns, settings, the log, and the accounts that belong to no other tenant. The deletion reaches the analytics mirror as well. What remains are our own accounting records: invoices fall under statutory retention and are not part of the data we process on your behalf. A brief record of who accepted which version of the terms and the data processing agreement for your company, and when, also remains, together with the confirmation we sent you. It is kept as a rule for six years after the year of conclusion (retention of business letters under § 257 of the German Commercial Code, HGB), and at least until the end of the third calendar year after the contract ends. Then we delete it automatically, unless it is needed for pending litigation.

If the account cannot be closed

• Shopify: cancel the subscription in the Metrunio app in your Shopify admin or uninstall the app. If you have already ended it there and the portal still does not let you close, the status has not reached us yet. Then write to support@metrunio.com with the name of the account. We check the status in Shopify and close the account for you; the date of your email counts.
• Agency with client accounts: detach the client accounts first. Close each one in its own settings, or hand it over to your client. If they should continue without you, write to support@metrunio.com; we detach them from your account. After that you close the agency like any other account.

If you want to switch to another provider, get the full export under “Exports & AI connections”, card “Take everything with you”, beforehand or during the 30 days: all data and settings of your account as JSON and CSV, written in the background and available for download for seven days, on every plan. You can also let the new provider fetch it itself, with an export key that opens only the export. “How do I export data?” explains what it contains, “Data structure of the export” every file and field. You can also announce the switch beforehand, in text form, for example by email to support@metrunio.com (terms and conditions, § 8a): after one month’s notice we support you for up to 30 days, free of charge, and the contract ends once the switch is complete. A running plan does not hold this up; we refund the period after that pro rata. After your email we confirm receipt, and the day it arrived counts. We record the end of the transition on your account, including any extension. Until 30 days after that we delete nothing, even if you close the account earlier, and your plan does not reduce retention during this time. The portal and the confirmation then show the later deletion date, and the full export and export keys remain usable until then.

Invoices after closing: during the 30 days, “Invoices and payment details” under “Plan & usage” stays open for the Admin role. Download what you need there. After that the account is deleted, but we keep the invoices as our own records. If you need a copy later, write to support.

VAT

At checkout we collect your billing address and, if you have one, your VAT ID. For businesses in the EU outside Germany the reverse-charge procedure then applies; German customers pay the statutory rate. Without a complete address no invoice can be created; we will get in touch in that case.

You change the billing address, VAT ID, billing email and company name under “Plan & usage” with “Invoices and payment details”, on the payment provider’s page. The Admin role may do this. The change applies from the next invoice; invoices already issued stay as they are.