Fair billing and proration

How proration works

ALLO billing is designed so a paid workspace managed directly in Billing pays for the capacity it is actually using. Enterprise and university or other institutional agreements that pre-purchase a fixed number of licenses follow their contracted quantity instead.

On paid workspace subscriptions managed directly in Billing, ALLO syncs the paid subscription quantity with active billable workspace members. If members are added in the middle of a billing period, Billing shows a prorated charge for the remaining time. If members are removed or deactivated after an invoice was paid, Billing creates a prorated account credit for the unused license time.

Credits created by proration are billing credits. They are not cash refunds or AI credits, and they automatically reduce the current or a future invoice. AI credit packs are one-time purchases and are not prorated.

Availability

What counts as a billable member

For paid workspace subscriptions managed directly in Billing, ALLO counts active workspace members that should be included in paid capacity. ALLO admin accounts are excluded from that count.

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 paid workspace managed directly in Billing adds active billable members during a billing period, ALLO updates the subscription quantity. Billing shows 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 or has a failed invoice, ALLO may require payment recovery. Enterprise and institutional agreements with pre-purchased licenses use Contact Sales for quantity changes.

When you remove or deactivate members

Removing or deactivating members lowers future paid capacity on paid workspace subscriptions managed directly in Billing. If the current period was already paid, ALLO prorates the unused license time into billing credit. The credit is not a cash or card refund; it reduces the current or a future invoice automatically.

Example: a paid workspace managed directly in Billing has 12 paid members. Early in the billing period, two former teammates are removed from the workspace. ALLO reduces the quantity to 10 and keeps the unused portion as billing credit. That credit reduces the current or a future invoice, but it does not become AI credits and it does not mean the previous charge is refundable to the card.

Enterprise and university or other institutional agreements that pre-purchase licenses keep their contracted quantity. Removing a member from one of those workspaces does not automatically reduce the purchased quantity or create billing credit.

Pre-purchased enterprise and institutional licenses

Most paid workspaces adjust paid license quantity automatically from the active billable member count. A smaller set of enterprise, university, education, government, or other institutional workspaces pre-purchases a fixed license quantity under a written agreement.

If Billing shows Contact Sales, use that path for license changes. Do not try to work around the purchased quantity from another checkout screen. Contract billing keeps licenses, storage, credits, quotes, and renewal terms aligned. For document requests, see Invoices, receipts, and quotes.

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.

Pre-purchased enterprise and institutional licenses follow their written agreement, so use Contact Sales as the final check for those workspaces. 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 with pre-purchased enterprise or institutional licenses 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.