What are Monthly Active Users (MAU)?
Monthly Active Users (MAU) is a key metric of our pricing model that allows us to offer highly flexible pricing tiers, which adapt to your needs. If you use our In-product Surveys, the MAU number usually equals the number of users that logged in to your app during the last 30 days. If you use our other survey types (Website Popup Survey, Survey Links or Email Surveys), the number represents all unique users that responded to one or more surveys within a 30 days time window. Learn more here.
Is there a limit on the number of survey responses?
No, there is no limitation on the amount of survey responses you can collect. More customer feedback means more insights and learnings. This is why all our paid plans come with unlimited survey responses. We apply a fair usage policy and preserve the right to restrict your account in case of abuse.
Are there other limiting factors like Pageviews?
When you install our web-client on a public website to survey anonymous website traffic, we keep track of the number of Pageviews your website gets. Usually, Pageviews are not a limiting factor, but they might determine which pricing plan you need if you have a high traffic website. All pricing plans include 20 times the MAU in Pageviews (5k MAU plan includes 100k Pageviews, 10k MAU plan 200k Pageviews, ...).
What happens when you exceed the number of Monthly Active Users (MAU) or Pageviews?
When you exceed the number of Monthly Active Users or Pageviews included in your subscription plan, we’ll give you a heads up by email. There won’t be any immediate additional charges and your account will continue to run. If you continue to exceed the limit, we’ll ask you to upgrade your subscription.
Can I try Refiner for free before committing?
Absolutely! You can create a free trial account and start using Refiner without any commitment. No credit card is requried to get started.Our free trial is designed to let you experience the full value of Refiner and confirm technical fit. You get access to all survey features and integrations.Your free trial will stay active for 30 days and is capped at 100 survey responses. After 30 days, the trial account converts into a free account with limited functionality. We’ll be happy to extend your trial period free of charge if needed. Just contact our team here.
Is there a free plan?
Yes, we do offer a free plan. When your trial period expires, your account will automatically be converted to a free plan. The free plan is very similar to the Essentials plan, except that it is limited to 25 survey responses per month, 1,000 MAUs and 5,000 Pageviews. In addition, it doesn’t allow you to hide the Refiner branding in the footer of your surveys.
Can I cancel or change my subscription any time?
Yes, you can cancel, upgrade or downgrade your subscription at any time. There is no minimum time commitment or lock-in.
When you up- or downgrade your subscription, you’ll get access to the new subscription plan right away. A new invoice with a prorated amount is issued when you change your subscription.
When you cancel your subscription, you can continue using your Refiner account until the current billing period ends. Once your billing period is over, your account will be set on a limited free plan. No more additional payments will occur.
Do you offer annual payments?
Yes, we do! Our Essentials and Growth plans can be purchased with monthly or annual billing. Annual plans are cheaper and give you a reduction of approximately 17% compared to montly payments. Enterprise plans are only available with annual billing.
Can I speak with someone or have a demo first?
Absolutely! We are happy to answer all questions you might have. Click here to contact us, and we will get back to you asap.
What about data security?
We take security and data privacy very seriously. We are currently in the process of getting SOC2 certified. Until we get certified, you can find detailed information in our Security Statement and our Privacy Policy. Refiner is fully GDPR & CCPA compliant.