Managing your subscription

Trail offers 2 simple subscription plans. There's more on what the Team and Standard plans offer, here.

Everyone gets a 14-day free trial. Get set up, get comfortable with Trail. No credit card of direct debit needed.

Don't like what Trail has to offer? Not a problem. If you haven't entered billing information, the free trial will expire once the 14 days are up.

If you have trialed Trail in the past and would like to try again, please reach out to us here and we can reinstate your account with a new 14-day trial.

You can activate your subscription at any time in the Billing Panel of Trail.

If you choose to Activate your subscription by entering billing details during, or at the end of your 14-day trial, you will be charged for a minimum of 1 site (live or otherwise) and every live site thereafter for a rolling 12-month term.

When activating your account, you are given the option to either pay monthly or annually upfront. The payment term you choose will dictate your billing period and how often you are billed. For every billing period, you will be charged for the number of sites you have (with a minimum of 1) regardless of site activity or status.

Scenario

Sonia’s Sweet Shop has just finished the free trial on 1st Jan and has set their 3 sites to go live on 1st February. They will be billed for one site until 1st February and after they will be billed for all 3 live sites.
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More about the free trial here.

In Trail, everything revolves around Sites, Trail's pricing model works on a per-site basis. A site might be a location, store or unit - usually a distinct physical area with its own processes and reporting.

If you have multiple distinct sites or areas within a singular location (such as a hotel with a restaurant, a bar, and a cafe) our per-site model may not be best for you. In that case, please reach out to us to here to discuss a tailor-made subscription plan.

💡 Note: Only Managers and Admins can manage sites.
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You can create as many sites as you like on the Team or Standard Plan.

As per our terms and conditions, you will be charged for a minimum of 1 site after the free trial ends, and subsequent sites once they're set to Live.

Whenever you add a new live site you'll be charged on a pro-rata basis, along with the regular billing period charge on your next invoice. If you deactivate a site, this site will be removed from your subscription, and you will not be charged for it on your next invoice.

Please note that if you deactivate your only live site, we will continue to bill you for the 1 site minimum charge until the end of your 12-month term.

You can request to cancel your subscription from your Billing Panel, or alternatively reach out to billing@trailapp.com. Please note that subscriptions now run on a 12-month minimum term and cancellations will take effect at the end of your current billing period. Pausing is no longer available.

Scenario

Tilly’s Tagliatelle has 3 live sites billed on the 1st of each month. Their 4th site goes live on the 15th of May. Their June invoice will contain the usual 4 sites charge per month plus 15 days' worth of the 4th Site.
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You will always be billed for a site from the date it goes live in Trail whether you set the site to go live today, or in two weeks' time. If the date is in the middle of a billing cycle you will be charged pro-rata for this site on your next monthly invoice.

If you’ve accidentally set a site live when you didn’t mean to, reach out to us and we can sort this out for you.
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New teams and managers can safely explore Inactive Sites - their changes won't be saved or reported on.

If you are not using a site, you can set the site to Inactive or Archive it. Your subscription will be updated from the next invoice unless it is your only site. We'll continue to charge you the 1 site minimum charge if you close your only site.
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You can change your subscription at any time via the Billing Panel. Click 'Change Plan' and select your preferred option.

Any plan changes will take effect immediately with billing changes reflected on your next invoice. You cannot use downgrading to a lower plan as a means to cancel your subscription.

In line with Trail's 12-month billing term, Trail no longer offers a pause option for subscriptions. If you will not be using Trail and no longer wish for sites to generate scores you can make the site Inactive. You will however continue to be charged for 1 site for the remaining time on your 12-month term. If you have any questions or extenuating circumstances, please get in touch with us via billing@trailapp.com. We may be able to come to a more suitable arrangement.
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If you wish to cancel your subscription, you can let us know at any time from the Billing Panel by clicking on the 'Change Subscription' button or by reaching out to billing@trailapp.com.

As Trail subscriptions now run on a 12-month minimum term, any cancellations will take effect at the end of this 12-month period. If you pay monthly and wish to cancel with immediate effect or cancel your reoccurring payment as a way of cancelling, any time remaining on the 12-month period will become immediately due and payable.

In line with Access' Terms and Conditions, you need to let us know of your intent to cancel at least 90 days before the end of your 12-month term. If we do not receive any such notice - or notice is received less than 90 days before your 12-month term is due to end, then your subscription will automatically be renewed for another 12-month term.

If you have formally signed a contract for Trail and are being billed by our parent company Access UK, you will need to request cancellation via this cancellation form. Your Account Number is the 6-digit alphanumerical Account code found in the top right of your invoice.

You can update your billing address, billing email or VAT number from your Billing Panel by clicking on the Stripe Portal. There's some more detail on exactly how to do this in our article here
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Alternatively, you can contact billing@trailapp.com who will be able to help with this.

You're able to update your payment by going to the Billing Page and going to the payment method section:

If you're editing an existing payment method, click on the pencil icon that is on the right of your existing payment method.
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To view & download the latest invoices, you can do this in your Billing Panel by clicking on the Stripe Portal.
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If you have signed a formal contract for Trail then you will be invoiced by our parent company Access UK directly.

To view the invoices you will need to register for the Access Customer Success Portal and request access to the Finance Hub. You can register and access the Hub via this link here