Fair billing and proration

The short version

ALLO billing is designed so the workspace pays for the capacity it is actually using, with the exact behavior depending on the plan, contract, billing interval, payment state, and invoice preview.

For eligible flexible-seat plans, ALLO can sync the paid subscription quantity with active billable workspace members. If members are added in the middle of a billing period, Billing may show a prorated charge for the remaining time. If members are removed or deactivated and the paid quantity can go down, Billing may show a prorated invoice or account credit.

Credits created by proration are billing credits. They are not cash refunds, they are not AI credits, and they usually apply to invoice balance or a future invoice. AI credit packs are one-time purchases and are not prorated.

Availability

What counts as a billable member

For flexible-seat billing, ALLO counts active workspace members that should be included in paid capacity. ALLO admin accounts are excluded from that count, and the workspace may still have a minimum paid quantity. If the workspace has a minimum quantity of five, reducing active members to three does not necessarily reduce billing below five.

Pending invites are not the same as active members, but accepted invites can increase the active member count. Guests, shared-canvas viewers, and people who only open a public or shared canvas should not be treated as full workspace members unless they have been added to the workspace member list.

Use Manage seat limits to review member count, seats, guests, and over-seat warnings.

When you add members

If a workspace on an eligible flexible-seat plan adds active billable members during a billing period, ALLO can update the subscription quantity. Billing may show a prorated charge for the remaining part of the current period.

Example: a monthly workspace has 10 paid members. Halfway through the month, three more people join as full workspace members. Billing may charge for those three additional seats only for the remaining half of the month, then renew with 13 seats next period.

If the workspace has no valid payment method, has a failed invoice, or uses a custom contract, ALLO may require payment recovery or Contact Sales instead of applying the change directly in Billing.

When you remove or deactivate members

Removing or deactivating members can lower future paid capacity on eligible flexible-seat plans, but it is not automatically a cash refund. If the billing provider creates a prorated credit, ALLO treats it as an invoice or account credit.

Example: a workspace has 12 paid members. Early in the billing period, two former teammates are removed from the workspace. If the workspace can reduce quantity to 10 and the billing provider applies proration, the unused portion may appear as a billing credit. That credit can reduce an invoice or future balance, but it does not become AI credits and it does not mean the previous charge is refundable.

Minimum quantities still apply. If a workspace has a minimum paid quantity, removing members below that minimum does not lower the subscription beneath the minimum.

Fixed seats and custom contracts

Most paid workspaces can review plan, seat, and add-on changes directly in Billing. A smaller set of large enterprise, campus, government, university, institution, lab, or education workspaces uses custom contracts with custom terms, discounts, procurement requirements, or negotiated billing.

If Billing shows Contact Sales, use that path. Do not try to work around it from another checkout screen. Custom-contract billing exists so plan, seats, storage, credits, quotes, and renewal terms stay aligned.

For school purchasing or education quotes, see Education plans for schools.

Plan and billing interval changes

Plan upgrades, downgrades, and monthly-to-annual changes can also create prorated charges or credits. Billing prepares an invoice preview for eligible paid subscription changes so an admin can review the amount before confirming.

Examples:

Use Change a plan for plan-specific recovery steps.

Storage add-ons

Current workspace storage add-ons are recurring workspace-level add-ons. They are fixed to the workspace, not multiplied by the number of seats. If you buy, change, or remove a storage add-on mid-cycle, Billing may show a prorated charge or credit for that recurring storage tier.

Custom contracts may behave differently, so use the invoice preview or Contact Sales path as the final check. Storage add-on credits are financial billing credits, not AI credits.

Use Buy storage add-ons when the workspace needs more file capacity.

AI credits

AI credit packs are different from seats and storage. A credit pack is a one-time purchase for AI usage. It does not create a recurring subscription item, it is not prorated, and it is non-refundable.

Some paid plans can grant subscription AI credits on the billing cycle. Those credits are AI usage balance. They are not the same as invoice credits or payment account credits.

Use Buy and manage AI credits for credit packs, subscription credits, Auto-reload, and insufficient-credit recovery.

Billing credits are not refunds

A billing credit can reduce an invoice or future invoice balance. It is not a cash refund, it cannot be used as AI credit balance, and it does not necessarily transfer to another workspace. ALLO payments and AI credit purchases are generally non-refundable under the Terms of Service, except where required by law or stated in a written agreement.

If a charge looks duplicated or wrong, see Refunds and duplicate charges before opening a bank dispute.

When to contact support

Contact support when the invoice preview does not match the member count, a prorated charge or credit looks wrong, Billing still shows the old quantity after refresh, a workspace on a custom contract has an urgent capacity issue, or you cannot tell which workspace created a charge.

Include the workspace name, current member count, expected member count, plan, billing interval, charge date, amount, currency, and any invoice or receipt number shown in Billing. Never send a full card number.