The Vetexis subscription

This chapter covers what the concierge service pays to Vetexis: plans, add-ons, message packs, automatic top-up, payment by bank transfer or by card, Vetexis invoices, non-payment and cancellation. Your clients' money is covered in chapter 11.

Where: Settings › Plan and invoices and Settings › Usage.
Who: the owner, management and accounting can read; only the owner can act (change plan, buy, pay, cancel).

All prices are excluding VAT. Vetexis is for businesses only.

14.1 Plans#

What each plan includes:

• Essential: the WhatsApp assistant, the inbox and the console; conversation translation; the schedule, bookings and assignments; the catalogue, suppliers and properties.
• Pro: everything in Essential, plus invoices, payments and accounting export; online payment by clients (links, deposits, accepted quotes); margins by booking, client and service; weekly and monthly reports; automatic reminders, follow-ups and chasers; reports to property owners; voice notes and photos read by the assistant; Airbnb, Booking.com and Vrbo calendars in sync; suppliers in the platform (jobs sent out, cascade, supplier space, statements); priority support.
• Network: everything in Pro, plus up to three concierge services under one account, three numbers to share, and guided setup included.

Suppliers never take up a seat, on any plan.

A feature outside your plan is never hidden or replaced by an error: the entry stays visible with a small tag, and the page shows “Available with Pro”, what the feature brings and, for the owner, the way to the plans.

The Custom offer#

For more than three concierge services or particular needs: features built for you, integrations (property management software, channel managers, calendars), a dedicated contact, a service commitment, unlimited accounts, and messages and numbers to suit your needs. You request it through Custom offer (at sign-up) or the /sur-mesure page (“Let's talk about your concierge service”): your name, email address, the concierge service, the country, the number of properties managed, the size of the team, the tools you already use, your needs, and when to call you back. Vetexis calls back within 24 working hours. It cannot be bought online.

14.2 Add-ons#

Where: Plan and invoices › Add-ons. For a monthly add-on, − and +, then Update (nothing goes through without confirmation). An increase applies straight away, invoiced pro rata; a decrease applies at the end of the period, and nothing is refunded, by bank transfer as well as by card. On a yearly plan, a monthly add-on costs twelve months, with no discount. For guided setup, use Request: Vetexis writes to you to set up an appointment.

Why a field account costs so little. A cleaning team should not cost as much as a concierge: a field account only sees its assignments on its phone.

14.3 Messages and packs#

What counts#

A message counts each time the assistant writes a reply to a client itself (details in chapter 2, section 2.11). The counter covers the calendar month, in the concierge service's time zone.

Settings › Usage shows, as bars: Messages handled by the assistant, Full accounts, Field accounts, WhatsApp numbers (“3,210 of 5,000”).

Alerts#

At 90% and then at 100% of the month's messages, the owner and the managers are alerted, once each (the “Subscription and usage” notification event, by email and in the app by default).

When the quota is reached#

The assistant pauses: new messages wait for the team in the inbox. A banner says so on every page: “The assistant has handled all of this month's messages: it is paused. New messages wait for the team in the inbox.”, with, for the owner, Add messages and Change plan. Safety lines (AI disclosure, emergency, angry client) still go out.

Message packs#

• A pack is added to the current month and is valid until the end of the calendar month (it is not carried over).
• It is paid by card only and credited immediately. A subscriber paying by bank transfer saves a card just for packs (Add a card); their subscription stays on bank transfer.
• Buy in Plan and invoices › Message packs or Usage, or from the quota reached banner; the assistant resumes as soon as the messages are added.

Why each pack costs more per message than the next plan up. Moving up a plan must always remain the better deal for a lasting need. A line reminds you: “Move to Pro: 4,000 more messages for €200 more per month.”

Automatic top-up#

Plan and invoices › Automatic top-up:

• Turn on top-up: the chosen pack is added when the month's messages run out. By card only. Off by default; turning it on asks for a confirmation that says how much the card will be charged for each pack and up to what cap.
• Pack added: 100 messages by default.
• Monthly cap (€ excl. VAT): €500 by default, adjustable between the price of one pack and €10,000. “This month: €129 of €500”.

Each automatic purchase is reported by email and in the app, with its amount.

Why a cap. A client who floods you with messages (a bot, spam) must not empty the concierge service's card without a human deciding so.

14.4 Paying: bank transfer or card#

Each concierge service chooses its payment method at sign-up, from those Vetexis offers.

By bank transfer#

• No card to enter, no fees.
• The first invoice is issued at sign-up and due immediately; the account opens when the transfer arrives. It carries no dates (“Pro plan, monthly (one month from receipt of payment)”): the period starts on the day the payment arrives, and that is the period the invoice then keeps in the list.
• While the sign-up is waiting for its payment, a reminder goes out 3 days and then 6 days after the invoice is issued (“Your sign-up is waiting for payment of invoice …”). Nothing is suspended, since access is not open yet; closing the concierge service cancels the invoice, and nothing is owed.
• After that, each invoice arrives by email 7 days before its period, due on the first day of the period.
• Automatic matching: put the reference in the transfer description, and it will be recognised by itself. A partial transfer is taken into account (“€400 already received out of €478.80 incl. VAT”).
• Reminders by email: 3 days before the due date, on the day itself, then 3 and 6 days after.

The To pay section of Plan and invoices shows the most urgent invoice, its balance due, its due date, the details to copy (IBAN, BIC, Account holder, Transfer reference), a bank transfer QR code to scan with your bank's app, Download PDF, and Pay by card when card payment is offered (to pay this invoice straight away).

By card#

• Automatic charge on each due date, on a secure payment page.
• Manage card (or Update my card) opens the payment area: the card and card invoices, nothing else. Changing plan or add-ons, or cancelling, is always done in Plan and invoices.
• Only one payment page is valid at a time: opening a new one closes the previous one, and an invoice that is paid (or cancelled) closes its own. If a payment still goes through twice, Vetexis stops the second subscription, refunds it and lets you know.

Changing payment method#

Plan and invoices › Payment method:

• Switch to bank transfer: the card keeps being used until the end of the paid period; after that, an invoice on each due date, one week before.
• Switch to card: the current period is already paid by bank transfer; the card is charged for the first time at the end of that period. Pay any outstanding invoices first.
• Card payment declined: Pay by bank transfer (the unpaid instalment becomes an invoice to pay by bank transfer) or Update my card.

You never pay twice for the same period. A payment received for an invoice already paid (for example a card payment after a bank transfer) is reported to Vetexis, which refunds it or keeps it as credit.

Vetexis invoices#

Plan and invoices › Invoices: the history, most recent first, with the description (“Subscription from 1 Oct to 31 Oct”), the issue date, the amount incl. VAT, the status (To pay, Paid, Overdue, Cancelled) and the PDF. Card invoices are in the payment area.

14.5 Changing plan#

Plan and invoices › Change plan: the three plans, the period (month or year), then a sentence that says when the change applies:

• An upgrade (to a more complete plan, or from monthly to yearly) applies straight away; the difference is invoiced pro rata for the remaining days (by bank transfer: an invoice to pay).
• A downgrade applies at the end of the current period; nothing changes until then, and nothing is refunded. The planned change is shown (“Switching to Essential on 31 October.”).
• By bank transfer, if the invoice for the next period has already been paid: an upgrade adds an additional invoice for that period (the price difference); a downgrade or a removed add-on leaves an overpayment, credited to the following invoice; a switch from monthly to yearly carries what has been paid over as credit on the yearly invoice.
• Credit is never lost: if it is more than the invoice (for example from a yearly plan to a monthly plan), the invoice is at zero and the remainder applies to the following invoices.
• An impossible downgrade is refused on the screen itself, with what needs to be removed: “Your team is larger than this plan allows: Remove 2 full accounts, Disconnect 1 WhatsApp number”.

After a downgrade, your data stays: for example, going back from Pro to Essential, existing invoices and quotes stay readable and downloadable, but no new ones can be created.

If usage exceeds the plan (a removed add-on, a downgrade): nothing is removed or cut off, but new invitations and extra numbers are refused as long as usage exceeds it. A “Your usage is over the plan” box says so, line by line (“Full accounts: 3 for 1 included in Essential.”).

14.6 Non-payment and suspension#

What suspension does:

• the assistant is stopped: no more automatic replies, messages stay in the inbox;
• the application becomes read-only for the whole team; the WhatsApp console replies that it cannot create or send anything;
• viewing, exporting and paying remain possible;
• an “account suspended” email goes out once.

Everything reopens automatically as soon as the payment is received (bank transfer matched or card payment).

During suspension, invoices continue to be issued on each due date. So that the debt does not grow endlessly, after two period invoices are past due and unpaid, no further period opens or is invoiced until the situation is settled. Once everything is paid, a new period starts on the day of payment, with its invoice.

Card declined: a single “Payment declined” email per due date, even if Stripe tries again several times, then the “account suspended” email at the end of the grace period.

Why seven days. Long enough for a late bank transfer to be sorted out without drama, not long enough for a service to carry on without being paid. Vetexis can adjust the period.

A suspension decided by Vetexis (other than for non-payment) is worded differently: “Your concierge service has been suspended by Vetexis… Write to info@vetexis.com to reactivate it.”

14.7 Cancelling#

Plan and invoices, at the bottom of the page in the “Danger zone”: Cancel the subscription (no commitment).

1. Confirm with your password.
2. The subscription stays active until the end of the paid period. Nothing is invoiced or charged after that (by bank transfer, an invoice already issued for the current period remains due). By bank transfer, if the next period has already been paid in full, it is provided, then the subscription stops; if it has only been paid in part, its invoice is cancelled and the amount received becomes credit (applied if you resume the subscription, otherwise refunded by Vetexis).
3. Until the last day, Resume the subscription cancels the cancellation.
4. After that, the application becomes read-only: your data stays stored and exportable, and a new subscription reopens the concierge service as it was.

A banner reminds you (“The subscription has been cancelled since … The app can still be viewed and your data is kept by Vetexis: the full export is available at any time.”), with Choose a plan and Export my data.

Closing the concierge service is a different procedure, with more immediate effect (chapter 15).

14.8 Examples#

A busy month. In August, Riviera Conciergerie (Pro) reaches 4,500 messages on the 24th: Sofia receives the 90% alert. On the 28th, the quota is reached; automatic top-up (turned on with a €300 cap) adds a pack of 100 messages, then a second one on the 30th. Sofia receives a notice for each purchase. In September, the counter starts again from zero.

Choosing the plan. A concierge service on Essential buys a pack of 1,000 messages every month (€199). Moving to Pro would cost it €200 more per month for 4,000 more messages, with online payment, voice notes and calendars: the Usage screen is what shows it this.

A forgotten bank transfer. The October invoice, due on the 1st, has not been paid. Reminders on the 4th and the 7th; on the 8th, the account is suspended, the assistant stops and clients wait for the team in the inbox. Sofia pays by card from To pay: everything reopens within the minute.