We created this resource to explain how the billing policy was designed at Loom.
Please Note
This information applies to customers on paid plans (Business or Business + AI) without a contract that purchased their plan via Loom.com. If you are on a contracted Business or Enterprise plan, please refer to your contract for further details. For further assistance with your team's billing, please contact us here.
Additional note: There are differences between buying Loom on Loom.com and Atlassian.com after October 23rd, 2024. You can read more in the FAQs here.
Below you can find more information about Loom billing policies for Business plans based on subscription type:
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Monthly subscription: Downgrading Creators or deactivating workspace members
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Annual subscription: Downgrading Creators or deactivating workspace members
Overview of Loom's Billing Policy
Your subscription price depends on how many paid members (Creators/Admins) you upgrade. This price is recalculated automatically as you increase or decrease those seats. Any members in your workspace that have a Creator-lite role will be free and will not affect the price of your subscription.
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Only Workspace admins can upgrade and update billing information.
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Workspace Admins can add or remove members at any time.
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Workspace members added will be charged in your next billing cycle and will be prorated based on when they were added. If you are on a Yearly subscription you will be charged for added members on a monthly cadence.
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Your credit card is automatically charged at the beginning of every billing period (monthly or yearly).
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If there’s an issue with your payment, we will let Workspace Admins know via email.
Business Plan (monthly subscription)
➕ Adding or upgrading Creator seats
We will calculate the prorated cost of new members and bill you when your Business plan renews the following month.
Example (The price used for examples are for illustration, pricing will vary based on location):
- You are the admin of a workspace in the Business plan with a monthly cost of $15 per Creator.
- 12 days into your billing period that started on November 1st, you add two new Creators (paid seats).
- Loom will only bill you for the 18 days remaining in your billing period. The payment will be processed at the start of the next billing period, on December 1st.
Here's how the cost for the two seats is calculated:
In your next invoice, you will see an additional $18 charge for the two new Creators upgraded in your Business workspace. In the invoices following, each Creator will be charged the full monthly price ($15, as per the example above).
➖Downgrading Creator seats or deactivating workspace members
If a Creator is downgraded in the workspace, they retain Creator access for the remainder of the cycle. If a member of the workspace is deactivated, the seat will be forfeiting all fees and access for the remainder of that billing cycle.
Example (The price used for examples are for illustration, pricing will vary based on location):
- You are the admin of a workspace in the Business plan with a monthly cost of $15 per Creator. There are 8 Creators in your workspace, and your monthly payment is $120.
- You decide to downgrade 2 Creators to Creator Lite seats on February 10th, but your monthly billing cycle renews on March 5th.
- The 2 Creators that were downgraded will retain Creator access until March 5th. On that day, you will receive an invoice of $90 ($15 per Creator x 6 Creator seats).
Keep in mind that, instead of issuing a credit, users retain Creator access for the remainder of the period they paid for (in this case monthly). Any downgrades are processed at the end of that billing period.
Business Plan (annual subscription)
➕ Adding or upgrading Creator seats
With an annual Business subscription, your plan renews every 12 months. In addition to that, if you decide to add new workspace members, Loom will calculate the prorated cost of new members added to your workspace and charge you in the next month’s billing cycle.
Example (The price used for examples are for illustration, pricing will vary based on location):
- You purchased Loom Business on a yearly plan on September 1st, 2022, and paid $150.
- You invited 2 other people to join your workspace as Creators on October 15th. Since the price for each extra seat on your yearly plan is $150, you will be charged a prorated amount for the rest of the billing period, from Oct 15, 2022, to Sep 1, 2023.
Here's how the cost for the two seats is calculated:
The prorated charge for the 2 extra seats ($263.84) will be processed at the start of the next billing period, on November 1st, 2022.
➖Downgrading Creator seats or deactivating workspace members
If a Creator is downgraded in the workspace, they retain Creator access for the remainder of the cycle. If a member of the workspace is deactivated, the seat will be forfeiting all fees and access for the remainder of that billing cycle.
This does not apply to customers on contracted plans with Loom. Please refer to your contract for further details.
Examples:
- In the event of a downgrade from Creator to Creator Lite on an annual Business subscription, the user retains Creator access for the remainder of the period they paid for (in this case annual). The downgrade is only processed at the end of the billing period.
- In the event of account deactivation, the user is removed from the workspace and no refund or credit is processed.
Refund Policy
Cancellations
- If you cancel your subscription (annual or monthly), the cancellation will take effect at your next renewal date. You will continue to have full access to your Loom account for the remainder of your current billing period. While your access is retained throughout the current billing period, we will not issue a prorated refund for this time.
Workspace Member Downgrades
- If you downgrade a workspace member to a free seat, the downgrade will take effect at your next renewal date. All downgraded users will continue to have full access to their Loom accounts for the remainder of your current billing period. While their access is retained throughout the billing period, we will not issue a prorated refund for this time.
Workspace Members Deactivated or Deleted
- If you deactivate a workspace member, the deactivation takes place immediately and the user will no longer have access to their Loom account. All unused time for that user is forfeited and a prorated refund for unused time will not be issued. The same applies to any member permanently deleted from your workspace.
Requesting a Refund
We always strive to treat our customers fairly while honoring our billing policy. If you would like our team to review your case please submit a ticket here and our team will carefully evaluate your request.Please note we do not provide refunds for charges over 90 days for Loom plans purchased on Loom.com. For Loom plans purchased on Atlassian.com we will not be able to provide refunds for charges over 30 days.
FAQ
Loom was acquired by Atlassian last year, and we are in the process of integrating systems. As of October 23, 2024, there are some differences in feature access if you sign up for Loom through Atlassian.com vs. Loom.com. We'll take you through key differences so you can make an informed purchase decision. Please note that these differences exist for a limited time while we integrate Loom and Atlassian platforms more deeply, and we'll update this article regularly.
For a limited time, only purchases on Atlassian.com will have access to:
- Atlassian’s Administration hub, which allows you to administer your organization, products, and users, and billing for all Atlassian products.
- The same SSO/SCIM provisioning as other Atlassian products, through Atlassian Guard
- Loom recording entry points from within Confluence and Jira menus and sidebar placements.
- More exclusive Enterprise features to come!
Annual subscriptions are billed differently on Atlassian.com vs. Loom.com:
- Loom.com annual subscriptions are charged by the distinct number of users on your plan, billed annually.
- Atlassian.com annual subscriptions are based on distinct user tiers. You will be billed for the tier most closely matching your user count.
As a Workspace Admin, you are able to keep track of your team's subscriptions and permissions and allow easy access to add, remove, and edit team members from the Workspace Settings section. Please note Creators and Creator Lites can invite other Creator Lites to the Workspace in addition to Admins.
Loom accepts credit card payments. We accept all the popular credit card types, including Visa, Mastercard, American Express, Discover, and debit cards. At the moment, it is not possible to upgrade your subscription with PayPal.
Loom’s plans are priced in USD (United States Dollars). Our payment processor will bill you in USD, which your bank may then convert to your local currency.
From the Plan & Billing section in your Workspace Settings, you can download your invoices, change your billing information and update the credit card on file. Please note you need to be a Workspace Admin to be able to view and manage billing.
This article walks you through how to update the details on your invoices.
When your payment is processed, admins will receive an email confirmation that includes the invoice and receipt of the payment. If the receipt link for a previous payment is expired, please contact support@loom.com for a new link to be generated.
Cancellation occurs at the end of your billing cycle and prorated charges for any new members added or upgraded are charged in your next billing cycle. That being said, if you added or upgraded a user after your last bill you will see a charge the same day as your cancellation.
Example: You are on a monthly subscription and are billed on the 10th of every month. You canceled your Business subscription on February 12th but upgraded a member to a Creator on February 15. On January 10th you will be charged a prorated amount for the Creator added because the upgrade was never paid for. Your plan will also be canceled Jan 10 so you do not receive any further charges.