Each plan comes with its own set of product features. The price of your plan scales with the number of Monthly Active Users (MAU) you track. You can find more details on product features and MAU tracking below.

What’s included in each plan?

All plans include these core features:

Unlimited survey responses
All question types, including Logic Jumps and Call-to-Actions (CTAs)
Full survey design customization (custom colors, banner images, hide Refiner branding, etc.)
User tracking and segmentation to create Target Audiences
Full reporting and analytics
Advanced survey controls like throttling
Unlimited team member invitations

Growth and Enterprise plans include additional advanced features:

Premium data integrations (Salesforce, HubSpot, Segment, Mixpanel, Amplitude, and more)
Multi-lingual surveys
User event tracking

For a detailed, side-by-side comparison of features, see our plan comparison chart.

What are Monthly Active Users (MAUs)?

Monthly Active Users (MAU) is the core metric behind our pricing model. Our pricing scales with the size of your active user base. An MAU is typically defined as a unique user who logs into your app during a 30-day period.

A detailed description on how MAU is calculated can be found here.

Benefits of MAU-based pricing:

Flexibility: Your plan grows with you.
Unlimited survey responses: Collect as much feedback as you need without worrying about hitting survey limits.
Fair value exchange: Larger user bases generate more data, which requires more processing power – this model ensures pricing stays proportional to the value you get from Refiner.

What happens if I exceed my MAU limit?

If you go over your plan’s MAU limit:

Your account will continue to function normally
You’ll receive automated email alerts at 90% and 100% of your MAU limit. These emails include a link to quickly upgrade your plan.
If overages persist for several weeks and we don’t hear back from you, we will stop ingesting new user data, which may cause some features to stop working as expected.

Please note: We never automatically upgrade your plan or charge overage fees. You’re always in control of when and how you upgrade.

What’s included in the free trial?

Our 30-day free trial gives you full access to all features so you can thoroughly evaluate Refiner before committing.

During your trial, you can:

Use all product features without restrictions.
Collect up to 100 survey responses to test different survey types and workflows.
Track up to 5,000 MAUs.

Need more time or higher limits? Contact our team – we’re happy to extend your trial or temporarily increase your limits.

How to upgrade to a paid subscription?

You can upgrade from your free trial anytime:

Go to Account > Subscription in your Refiner dashboard.
Select the MAU tier that fits your needs.
Click “Upgrade Now”

A new modal window appears where you can enter your billing address and payment method.

How to change a subscription?

You can upgrade or downgrade your paid subscription anytime:

Go to Account > Subscription in your Refiner dashboard.
Select the MAU tier and plan that fits your needs.
Click “Change subscription”

When upgrading or downgrading mid-cycle, costs are prorated — meaning you only pay for the remaining days in your current billing period.

You can upgrade or downgrade your monthly subscription anytime to match your current usage.

How to cancel a subscription?

You can cancel a subscription at any moment. When cancelling mid-cycle, your subscription and your account stay active until the end of the billing cycle.

Go to Account > Subscription in your Refiner dashboard.
Locate “Cancel” next to the plan name in the top section of the page

What payment methods are accepted?

We support both monthly and annual billing.

Payments are processed automatically using the credit card provided at checkout.
Growth and Enterprise annual plans can also be paid via invoice and bank transfer upon request.

How many survey responses can I collect?

All paid plans include unlimited survey responses.

This means you can gather as much valuable feedback as you need without worrying about hitting limits.

Fair Usage Policy: While survey responses are unlimited, we reserve the right to restrict accounts in cases of clear misuse or abuse.

Is there a free plan?

Yes! When your trial ends—or if you cancel a paid subscription—your account automatically moves to our free plan. No action required.

The free plan includes all Essentials plan features, with one limitation:

Survey responses are capped at 25 per month.

This allows you to keep running surveys and collecting feedback, even without a paid subscription.

Do you count pageviews?

If you install Refiner’s JavaScript SDK on a public website to survey anonymous visitors, we also track Pageviews.

In most cases, Pageviews are not a limiting factor in our pricing. Pageview tracking acts as a protective measure to prevent excessive server load from high-traffic websites.

Here’s how it works:

Each plan includes a generous Pageview allowance: 20x your MAU limit.
- Example: A 5,000 MAU plan includes 100,000 Pageviews per month.
- A 10,000 MAU plan includes 200,000 Pageviews per month.
If you expect to exceed this limit, just contact our support team.

Important notes about Pageviews:

They are only counted when using web surveys on a public website.
In-app surveys, email surveys, and survey links do not count toward Pageviews.
Pageviews are recorded on all pages where the web client is installed — even if no survey is running.
To reduce Pageviews, install the JavaScript SDK only on specific pages where surveys are needed.

This tracking helps ensure stable performance and prevents server overload from very high-traffic sites.

The best way to contact us and get help is to fill out our support form. You can also send an email to contact@refiner.io. We usually reply within a few hours.

How does Refiner’s pricing work?