Find answers to common billing-related questions regarding invoicing, pricing models, implementation fees, text message segments, e-commerce commissions, and more.
Welcome to the Rinsed Billing FAQ. Below, you’ll find answers to common billing-related questions regarding invoicing, pricing models, implementation fees, text message segments, e-commerce commissions, and more. If your question isn’t answered here, feel free to contact us at invoices@rinsed.co.
📅 Billing Cycle & Invoices
When does billing begin?
Billing starts once technical implementation is completed for a location. You'll receive a confirmation email and your first invoice will follow shortly thereafter.
How often will I receive invoices?
We issue monthly invoices. Each invoice includes:
- Monthly Base SaaS Fees (per location, for each platform in use)
- Usage-based charges (e.g., text segment overages, e-commerce commissions, support call outcomes)
- Prorated fees (if a product or location goes live mid-cycle)
- Implementation fees (if new locations were added that month)
Who receives invoices?
Invoices are sent to your billing contact(s). If you haven’t received your invoice or need to update your billing contact, please email invoices@rinsed.co.
Where can I view or download invoices?
You can request access to your Rinsed Billing Portal to view and download your invoices at any time.
Can I update my payment method or billing information?
Yes! You can update payment details, billing addresses, and contacts directly in your Billing Portal.
I requested portal access but didn’t get anything.
This may mean your email isn't currently authorized. Contact us at invoices@rinsed.co and we’ll help.
💸 Fee Structure & Line Item Details
What is included in the Base SaaS Fee?
For CRM:
The CRM Base SaaS Fee covers (per location):
- Access to the Rinsed CRM platform
- Up to 2,000 text message segments per location per month (aggregated across all locations)
- Unlimited user accounts
- CC decline message notifications
- Ongoing customer success support
For Salespath:
The Salespath Base SaaS Fee covers (per location):
- Access to the Salespath application
- Sales performance tracking and leaderboards
- Gift card incentives and tracking
- Ongoing customer success support
What triggers an Implementation Fee?
Implementation fees apply when:
- A new location is added to the CRM, Phone Support, or Salespath platform
- New hardware or branded materials are deployed
What is a Successful Call Outcome, and how is it billed?
For customers using the Rinsed AI Phone Support Agent with outcome-based pricing, usage is billed per Successful Call Outcome. A Successful Call Outcome meets all of the following criteria:
- The call does not result in a transfer to a human agent
- The call does not result in an open support ticket
If all criteria are met, the interaction is considered successful and will appear as a billed line item on your invoice.
How is the E-Commerce Commission charged?
Depending on the commission structure selected, Rinsed applies a commission on memberships originated from a Rinsed membership form.
This commission:
- Does not apply to one-time purchases like washbooks, gift cards, or single washes
- Does not apply to membership updates (e.g. changing credit cards or plan upgrades)
- Is clearly outlined in your signed agreement under the Products & Services section
If you’re unsure which commission model applies to you, reach out to your Customer Success Manager or email invoices@rinsed.co.
What do line items on my invoice mean?
Each invoice includes a breakdown of charges by category:
- Platform fees by location
- Usage overages (e.g., message segments)
- Implementation fees
- E-commerce commissions
We’re working on a detailed Invoice Line Item Guide that you’ll be able to reference. Until then, contact invoices@rinsed.co for clarification.
📲 Text Messaging & Segments
What counts as a text message?
When you send marketing or reminder messages through Rinsed, each segment counts toward your text message allowance.
You get 2,000 message segments per location, per month (pooled across all your active locations).
What’s a segment?
A segment is a piece of a text message. Most messages are one segment, but long ones get split into multiple parts.
- Up to 160 characters of regular text = 1 segment
- 161–320 characters = 2 segments, and so on
- Emojis or special characters may reduce the number of characters needed to consume one segment
- Picture messages (MMS) = 2 segments
What’s an MMS?
MMS stands for “Multimedia Messaging Service.” It’s just a text that includes a picture or video — for example, a message that shows a photo of your car wash or a coupon image.
How are extra messages billed?
If you go over your 2,000 included segments per location, we charge $0.02 per extra segment.
We recommend consulting with your Customer Success Manager to ensure your segment usage aligns with expectations.
Are all messages counted?
Not all of them. Here’s what is and isn’t counted:
|
Message Type |
Billed? |
|
Marketing campaign messages, scheduled messages, contact form confirmation messages |
✅Yes |
|
Rinsed Inbox inbound SMS |
❌No |
|
Rinsed Inbox outbound SMS |
❌No |
|
Credit card decline (dunning) texts |
❌No |
|
Support Agent texts |
❌No |
|
Customer portal login texts |
❌No |
🧾 Administrative Requests
How do I request a W-9?
Please email invoices@rinsed.co and we’ll send it right over.