Question 1

What happens at the end of my 14-day trial?

Accepted Answer

At the end of the trial, your card on file is charged for the first subscription period (annual or monthly). You can cancel any time before day 14 via account settings or by emailing billing@metrixview.com — no charge if cancelled in time.

Question 2

Can I cancel during the trial?

Accepted Answer

Yes, self-service via account settings. Cancellation before day 14 prevents the first charge. You keep full platform access until the end of the trial period.

Question 3

What happens if my payment fails?

Accepted Answer

We retry the charge over a 14-day grace period with email notifications. During the grace period the service remains available. If not resolved, the account moves to read-only, and 30 days later is suspended. Your data is retained — see our ToS for details.

Question 4

How does AI billing work?

Accepted Answer

AI usage is bundled into your plan with a monthly allocation (Foundation 50, Professional 500, Enterprise 2,000 fair-use). Overage on Professional is billed at cost × 1.75; Enterprise at cost × 1.5. You see every penny on the Settings → AI Usage page (showback). Enterprise customers can opt into BYOK and bill AI to their own provider account instead.

Question 5

Can I use my own AI API key?

Accepted Answer

Yes, on Enterprise (BYOK). Provide your Anthropic or OpenAI key in Settings → Integrations; Metrixview routes requests through your key and does not bill you for AI. Usage showback still works for visibility.

Question 6

What's GST treatment?

Accepted Answer

All prices are shown in AUD excluding GST. Australian GST (10%) is added at checkout and itemised on your tax invoice.

Question 7

Can I downgrade from Professional to Foundation?

Accepted Answer

Yes, at your next renewal. Mid-term downgrades pro-rata aren't offered (standard SaaS term), but cancellation at period-end + Foundation re-signup achieves the same outcome.

Question 8

What if I have multiple facilities / sites?

Accepted Answer

You can add facilities at any time — each is priced per your sector's list price, with volume discounts kicking in at 4+ facilities (10%) and 11+ (20%). Above 21 facilities, contact us for a custom quote.

Question 9

Do I need to commit to an annual term?

Accepted Answer

Annual billing is the default (single invoice, clean accounting). Monthly billing is available on Foundation and Professional at a small uplift. Enterprise is annual only at launch.

Question 10

What compliance frameworks are supported for my sector?

Accepted Answer

See the feature matrix above. Healthcare includes NSQHS Readiness + Board Governance Dashboard. Day Surgery includes NSQHS Day Procedure. Council includes LGPRF (VIC), IP&R (NSW), and Council Governance Score. NDIS Provider includes full Practice Standards. NDIS Express includes a lightweight self-assessment. Aged Care Quality Standards module is coming soon.

Question 11

How is Day Surgery different from Healthcare?

Accepted Answer

Day surgery centres have distinct accreditation requirements (NSQHS Day Procedure Services — a subset of the full hospital standards) and narrower indicator scope focused on case-mix, turnaround, infection, and post-discharge recovery. We price Day Surgery around 40% below Healthcare to reflect smaller operations.

Question 12

What's the difference between NDIS Express and NDIS Provider?

Accepted Answer

NDIS Express is for solo practitioners and micro-teams — lightweight self-assessment, no Enterprise tier, no SSO or multi-site. NDIS Provider is for registered providers needing the full 24 Practice Standards compliance scope, audit-ready reporting, and Enterprise-tier features.

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