Plans, allowance and link expiry

Every account is on a plan. The plan sets how many transfers you can send, how large and how widely, how long links last and which features you can use. The figures below are read from the same settings the product enforces.

What does each plan include?

The public Pricing page shows the same plans side by side.

How is the allowance counted?

• It is used when you send, not when you create a draft. Drafts are free, however long you keep them.
• One transfer per recipient. A case sent to three practices uses three.
• Batches multiply. Five cases to two practices use ten. A batch is only sent if the whole batch fits.
• Inbound submissions use the receiving lab's allowance: one per submitted case.
• Nothing is refunded when a transfer is withdrawn, expires or has its files deleted, because it was still sent.
• Restoring an expired transfer, or recovering one sent to you, uses no allowance.
• Number of files does not count. Only the total transfer size is limited.

The transfer allowance meter at the top of your pages shows how much you have used and when it resets. The form warns you before you send if a transfer would take you over. You are also notified when your allowance is running low.

Screenshot placeholderhelp/img/allowance-meter.png

When does my allowance reset?

Weekly allowances reset every Monday at 00:00 UTC (midnight UK time in winter, 1am in summer). Free: 5 transfers per week; Basic: 20 transfers per week; Pro: 100 transfers per week; Enterprise: Unlimited transfers.

What happens when I run out?

You can still prepare and save drafts, but the send step explains that your allowance is used up. Send them once the allowance resets, or upgrade to send now. The upgrade applies straight away.

How long do download links last?

The window starts when you send, and is set by your plan at that moment:

• Free: Links expire in 2 days
• Basic: Links expire in 30 days
• Pro: Links never expire
• Enterprise: Links never expire

• Upgrading extends every transfer that is still live to the new plan's window. Changing plan never shortens a link.
• An expired transfer is not deleted. On Pro and Enterprise the sender can restore it and recipients can recover it from Received.
• Your file-retention setting can close a link earlier, when it deletes the files. See File retention.

How do I change plan?

1. Go to My account → Billing.
2. Under Plans, choose a plan and select monthly or yearly billing. Yearly billing costs less than twelve monthly payments.
3. Complete payment on the secure Stripe checkout page.

• Upgrades take effect immediately, with any difference charged or credited pro rata.
• Downgrades and changes between monthly and yearly take effect at your next renewal. A scheduled change can be reverted from the Billing page before then.
• Use Manage subscription to update your card, see invoices or cancel. After cancelling you keep your plan until the end of the current period, then move to Free.
• If a plan shows Coming soon, it cannot be bought from the page yet. Email support@lab-send-go.com and we will set it up for you.

Screenshot placeholderhelp/img/billing-page.png

Can invoices go to a different email address?

Yes. By default, invoices, receipts and payment reminders go to your sign-in email. To send them somewhere else, such as your accounts team:

1. Go to My account → Billing and find Billing email.
2. Select Add billing email (or Change billing email), enter the address and select Send code.
3. We email a 6-digit code to that address. Enter it and select Confirm. If someone else reads that inbox, ask them for the code.

• Nothing changes until the code is confirmed. The code lasts 15 minutes, and you can ask for a new one once a minute.
• If you already subscribe, the change applies from your next invoice. If you set it before subscribing, Stripe uses it from your first invoice.
• Only invoices, receipts and payment reminders from Stripe, our payment provider, go to the billing email. Emails about plan changes still go to your sign-in email.
• Select Remove to send invoices to your sign-in email again. Invoices already sent are not affected.

What happens to my features if I downgrade?

Features your new plan does not include stop working, but their settings are kept. For example, an inbound form stops accepting cases and comes back with the same URL and PIN if you upgrade again. Older transfers beyond your new plan's history are hidden from your list, not deleted, and links already sent keep their dates.

My payment failed

A banner tells you when a payment has failed. Update your card under Manage subscription, or email support@lab-send-go.com if that option is not shown. Sort it out promptly to keep your plan.

How do free trials work?

An invitation from Lab-Send-Go can include a free trial of a paid plan, with no card needed. The trial starts when you register or sign in through the invitation, and your account returns to Free when it ends unless you have chosen a paid plan. You receive a notification when the trial ends.

Lab-Send-Go can also add a trial to an account that already exists. When we do, you receive an email and a notification naming the plan and the date the trial ends, and another if we change that plan or date.