Welcome to our Billing FAQ page, where we aim to simplify your billing experience. Whether you have questions about payment methods, invoice details, or subscription plan details, you'll find quick and easy answers here. We're here to provide clarity and assist you in managing your billing concerns effectively.
Q. How can I update my credit card for payment and/or process a past due payment?
If you received an email that the credit card on file for your account has been declined, or if you have a new business card you would like to have linked to your DaySmart Vet account, you can update your billing information right from your account. You will need to sign in as a user with the Admin role to complete these steps.
Once you are signed in, click on Settings.
Click Subscriptions and select View Payment Methods.
Click Add New at the far right
Complete the form that appears and select Yes in the Primary field.
Click Save.
Your credit card information should now be updated. If you had a past due payment, that should now also be processed within one to two business days. If you have any issues with signing in or updating your card information, you can contact us via live chat by clicking the blue question mark in the upper right and selecting Help Desk.
Q. Why was I charged this amount? Or, What am I being charged for?
For an itemized list of everything included in your subscription, you may reference your subscription information via your account at any time.
To do this please follow the steps below:
Log into DaySmart Vet
Go to the Settings tab
Click Subscriptions and select View Subscriptions
Here you will see your transaction history, including the fee you were charged for your per user subscription as well as any paid add-ons.
Please note, DaySmart Invoices are also sent monthly via email. If you need an invoice resent, we are happy to help. Please contact us via live chat by clicking the blue question mark in the upper right and selecting Help Desk.
Q. Why did my bill increase?
Subscription plans may vary month to month due to a variety of scenarios. Changes to the number of users on your account, any add-ons that were added to the subscription, or the number of text messages that were sent if using one-way SMS are a few examples that may impact your bill.
For more insight on any added charges, you may reference your DaySmart Invoice that is sent via email each month. Need an invoice resent or need help with your Add-Ons? Feel free to contact us via live chat by clicking the blue question mark in the upper right and selecting Help Desk.
Q. How can I have an invoice receipt sent to me or another person?
If you have misplaced your invoice or need to update the email they are sending to, we are happy to help. Please contact us via live chat by clicking the blue question mark in the upper right and selecting Help Desk.
Q. Did my payment go through?
To verify if the payment has been submitted on our end, we are happy to assist with looking that up for you. Please contact us via live chat by clicking the blue question mark in the upper right and selecting Help Desk and we can assist with the request.
Q. What is this prorated charge?
When upgrading or downgrading your subscription in-between billing cycles, we charge partial amounts for both the old subscription and new subscription based on the number of days both subscriptions were active. In this way, you only pay for the portion of the subscription you used for the portion of the billing cycle, rather than paying full price for both the old and new subscription.
Q. How can I speak to someone directly about my billing?
To better serve our users, our support team is here to help with all support matters including general questions, troubleshooting, and billing matters!
You can contact us via live chat at any time by clicking the blue question mark in the upper right and selecting Help Desk.
Q. I can’t pay now, but I can pay in 2 weeks. Is that ok?
Our system has a 30 day grace period when a payment fails or is missed. If you are unable to make a payment within this time frame, the account will be suspended and users will see a paywall when logging in, asking for up to date card information. The account can be reactivated by updating the payment method or by reaching out to our support team via live chat by clicking the blue question mark in the upper right and selecting Help Desk.
Q. I'd like a refund/credit
Per our Contractual agreement, all software purchases are non-refundable, however, software subscriptions can be canceled at any time with no further financial obligation.
Q. I want to cancel on this specific date. Why can't I get a refund for the unused days?
DaySmart Vet bills the subscription in advance, meaning the subscription is already paid for through the following month/next billing cycle. Customers must cancel a Subscription Service before the start of the next billing period in order to avoid charges for the next billing period’s Fees. Following any cancellation, Customer will continue to have access to the Subscription Services (subject to the terms of this Agreement) through the end of Customer’s current billing period. Prepaid fees for the billing period during which cancellation notice is received will not be refunded and usage fees will continue to accrue from the date of cancellation through the end of the billing period. Except as specifically set forth in the Services, all Fees are prepaid for the designated subscription period and are non-refundable. Please contact us via live chat by clicking the blue question mark in the upper right and selecting Help Desk for any assistance needed in canceling your subscription.