Keywords: Billing; Billing contact; Invoices; Renewal; Cancellation; Account updates
📌 Tip for administrators: Use the Table of Contents on the right to quickly jump to the section you need.
Overview
Billing in Better Impact is designed to be straightforward, but there are a few important roles, timelines, and policies that administrators should understand to manage their account effectively.
This guide walks through how billing works, who has authority, and what to expect throughout the subscription lifecycle.
For any questions about billing, please contact us at [email protected] or [email protected].
Whether you're reviewing an invoice, planning a renewal, or making changes to your subscription, understanding how billing operates will help you avoid surprises and ensure continuity of service.
Account & Billing Setup
Account Information
You can find key account details directly within your administrator page (bottom right corner), including:
Starting date
Annual renewal date
Current billable volunteer count (where applicable)
Account ID
Important
Enterprise accounts (and their respective sub-accounts) do not display billable volunteer counts within the system.
If you would like assistance reviewing your volunteer numbers for billing purposes, please contact our Support team and we’ll be happy to help.
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Billing Roles and Permissions
Understanding who can take action on an account is essential.
Billing Contact
Receives invoices and is authorized to approve changes such as upgrades, downgrades, and cancellations. This must be a monitored email address and the contact must be able to communicate and confirm decisions when required.CC Billing Contact
Receives a copy of invoices but does not have authority to approve changes.Primary Administrator
Has full administrative access within the system and can authorize changes, but does not receive invoices by default.
Important
For billing-related requests, confirmation must come from either the Billing Contact or a Primary Administrator.
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Managing Contacts
If your Contacts (billing or primary admin) change:
Contact [email protected] to update the contact and ensure invoices are received and actioned and there is always a valid contact associated with your account.
The contact should be a monitored email address capable of confirming decisions
Important
To update these contacts, confirmation must come from either the current Billing Contact or the Primary Administrator.
If neither are available, confirmation must come from a manager or director within your organization.
This helps ensure account security while avoiding delays in approvals and potential service interruptions.
Subscription & Renewal
Better Impact subscriptions are billed annually.
Invoices are typically issued approximately 6 weeks before the renewal date
Invoices are sent to the main and cc billing contacts
The renewal date remains consistent year over year unless changes are made
Access to the system continues for the full paid term
Renewal invoices reflect your upcoming subscription period, not past usage.
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How Volunteer Counts Are Calculated
Billing is based on the number of volunteer profiles with an “Accepted” or “Inactive” status.
Volunteers in any other status (e.g., Applicant, In Process, Archived) are not included for billing purposes.
Best Practice
Review your volunteer records once or twice a year to ensure your volunteer count reflects your active volunteers and that your renewal invoice is issued correctly.
Invoices & Payments
Understanding Your Invoice
Invoices may include multiple line items depending on your package and usage.
Common components include:
Base Package Fee (e.g., Foundation, Growth, Impact)
Volunteer Tiers
Number of Sub-accounts (if applicable)
Applicable taxes
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Downloading Past Invoices
Past invoices are not accessible directly within the system.
If you require copies, please let us know which invoice(s) you need and we can provide them.
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Payment Methods
You can pay your invoice using the following methods:
Online Payment (Credit Card & Autopay):
Click the "Pay Invoice Online" button on your invoice
Select the payment profile
If you don't have a payment profile set up, please contact accounting ([email protected])
If you need to add a new credit card, in the payment frame, select "+ Pay With Credit Card"
Click "Pay with Selected Profile" to pay your invoice.
Automatic ACH Payments:
Please email [email protected] to set this up
Direct Bank Transfer:
Bank: BMO Harris Bank
Address: 111 West Monroe Street, Chicago, IL 60603
SWIFT Code: HATRUS44
Routing/Transit: 071000288
Account Number: 1820331
Pay by Check:
BETTER IMPACT USA INC
P.O. Box 71407
Chicago, IL 60694-140
Important
This is the correct address to send a check to, and it can also be found at the bottom of your invoice.
Please note that this mailing address is different from Better Impact’s office address.
Checks sent to the office address may result in delays to your payment being processed.
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Overdue Accounts and Access
If an invoice is not paid by the due date:
The account may become overdue
Continued non-payment may result in the account being made inactive
Inactive accounts are permanently deactivated after 6 months.
Once deactivated, all profiles and account information are removed from the system.
Changes to Your Subscription
Upgrades and Changes Mid-Term
You can make changes to your subscription at any time.
If you upgrade or change your package during your current billing period:
A prorated invoice will be issued
This reflects the difference in cost for the remaining time on your current subscription
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Cancellations and Data Retention
If you decide to cancel your subscription:
A minimum notice period (typically 30 days) is required
Your account will remain accessible until the end of the paid term
The cancellation request must come from the billing contact or primary admin on file
If you're not sure who this is, please contact support.
Before cancelling, it is important to:
Export any required data using reports
Here is the data we always advise Admins to export from the System:
Save documents or records needed for future use
Data removal policy:
All administrator and user profiles are removed as part of the cancellation process
Once removed, this data cannot be recovered
After cancellation user profiles are still associated with Better Impact even though they are no longer associated with your organisation
Users must contact support ([email protected]) if they wish to remove their data
Email subject: 'Remove my profile'
Billing Requests
The following requests can be made by contacting our team:
Review/Add/Amend Billing Contact
Request Previous Invoice
Request Early Renewal Quote
Important
These requests must be made by a Billing Contact or a Full Administrator from the highest account level.
Renewal Quotes
Renewal invoices are issued approximately six weeks prior to your renewal date.
If you require a quote earlier or with different details, please let us know before then.
FAQ
Why does my invoice look different this year?
Pricing updates, package changes, or adjustments to your volunteer count can impact your invoice.
Can I get a refund for unused time?
For more information about refund requests, please see our Terms of Service.
Can I change my package at any time?
Yes. Changes can be made mid-term and are handled through prorated billing.
What happens if I don’t pay my invoice?
Your account may become inactive after a period of non-payment. Inactive accounts are permanently deactivated after 6 months, at which point all account information and profiles are removed from the system.
Why has my account been deactivated?
Accounts are typically made inactive due to overdue invoices or pending payment confirmation issues. When this happens, administrator access is temporarily restricted until the billing issue is resolved.
To reactivate the account:
Review any outstanding invoices with your billing contact
Make or confirm payment
Contact Support if payment has already been made but the account is still inactive
Once payment is confirmed, the account will be reactivated and administrator access restored.
Can my invoice be reduced if I have fewer volunteers?
Volunteer counts must be reviewed before your renewal invoice is issued. Mid-term reductions are applied on your next invoice.