Billing & Contracts

This article explains:

• Invoice line items (what each charge means)
• Cashback (how it’s calculated and paid out)
• Actual users vs committed seats
• Payment terms (how billing is generated and what happens if overdue)
• Tax/VAT (what affects it and what to do if it looks wrong)
• Renewals and contract changes (what’s possible mid-term vs at renewal)

  
  

Explanation on Pleo invoices (what each line means)

What is a Pleo invoice:

A Pleo invoice is the document that shows what your company is being charged for a given billing period (monthly or annual). It typically includes:

• Invoice number, issue date, due date
• “Bill to” (your company billing details) and Pleo legal entity + VAT ID
• A list of line items (each line is a product, add-on, or usage fee)
• Subtotal, tax (if applicable), and total due

Common line items you might see

- Subscription/plan fee

Often shown as your plan name (e.g., “Essential”, “Advanced”, “Beyond”, “Business …”) for a defined service period.

• What it means: the base subscription for using Pleo during that period.
• How it’s billed: monthly or annual, depending on what you purchased.

- “Additional users” / user charges

Often shown as “Additional users” and sometimes broken into tiers or ranges.

• What it means: users (typically card users) above what’s included in your plan, or above your committed seats.
• Why it can appear as multiple sub-lines: invoices may show tiered pricing (e.g., “First 10”, “Next 11 to 30”, etc.) depending on your contract.
• Proration can apply: if users are added mid-cycle, charges can reflect only the remaining days in the period (and sometimes include an offsetting credit for earlier calculations).

- “Cashback eligible”

Sometimes appears as a zero-value line.

• What it means: your subscription includes cashback eligibility for the period shown.
• Why the amount can be 0: cashback is typically paid out to your Pleo Wallet separately and may not reduce the invoice total line-by-line.

- Usage-based service fees (examples)

Depending on your plan and how you use the product, you may see usage fees such as:

• Reimbursements (processing fee when reimbursements are paid out via Pleo)
• Invoice payments (a fee per invoice payment, if applicable to your plan/contract)
• Other add-ons or services you purchased (e.g., implementation/onboarding services)

If your invoice contains both charges and credits/refunds, it usually means the system recalculated the bill after a change (e.g., user count change mid-cycle) and applied proration.

Why you might see credits, refunds, or multiple invoices around the same time

Some common reasons:

• Proration after changes: adding users mid-cycle may generate a pro-rated charge. If the account is later consolidated, you can see a credit for unused time plus a new charge for the updated remaining period.
• Correction via credit note: if something on an already-issued invoice must be changed, it is corrected by issuing a credit note (which offsets the original invoice) and then issuing the corrected invoice.

Troubleshooting checklist (what to collect for support)

If you contact support about an invoice, include:

• Invoice number(s) and any related credit note number(s)
• The period shown on the invoice line(s)
• Current user count and what changed (users added/removed, plan change, renewal)

Cashback: how it is calculated

What is Cashback?

Cashback is a benefit where eligible customers receive a percentage back on eligible Pleo card spend.

The basic calculation

Cashback is calculated as:

Eligible settled card spend × Cashback rate

Typical examples:

• 0.5% on some plans (e.g., Essential)
• 1.0% on some plans (e.g., Advanced)

What spend counts (and what does not)

Cashback is calculated on Pleo card transactions.

• Included: eligible card spend that has settled
• Excluded: spend on Invoices, reimbursements, and similar non-card products

Timing: settled transactions and payout

• Cashback is calculated based on transactions that have settled in the relevant period.
• Pending transactions that settle later are counted in the next period.
• Cashback for month N is typically paid out in month N+1 (paid into the Pleo Wallet / balance).

Cap: Cashback is Capped to your subscription fee (for capped cashback)

For capped cashback, the cashback amount is capped at your Pleo subscription (SaaS) fee for the relevant period. This means:

• If your calculated cashback is below the cap → you receive the calculated cashback.
• If your calculated cashback is above the cap → you receive cashback up to the cap.

Some customers may have “uncapped cashback” terms (usually with minimum spend commitments). In that case, the contract/order form wording governs the calculation and payout timing.

Actual users vs User Seats

Definitions

• Actual users: the number of users currently active in your Pleo account (e.g., users who can use a card, depending on your setup).
• User seats (committed seats): the number of users you have purchased/committed to in your subscription.

Why they can be different

With seat-based billing, the billed quantity can reflect your commitment (or the highest number of billable users reached in a term), even if you later remove users.

• If you add users above your commitment, you may be charged for the increase (often prorated for the remaining term) and that can become your new commitment for the remainder of the term.
• If you later delete users, your “actual users” decreases, but your billed seats may remain until renewal, depending on your contract terms.

Practical examples

• If you have a commitment of 20 seats and you add users up to 20 → no extra seat charges (you are within commitment).
• If you add a 21st user → you may be billed for that extra seat (and it may become part of your committed seats for the remainder of the term).
• If you later go back down to 18 actual users → you may still be billed for the committed seat count until renewal.

Payment terms and how payment is generated

Where payment terms come from

Payment terms (e.g., “due upon receipt”, “net 14”, “net 30”) are determined by:

• Your Order Form / contract, and/or
• The invoice itself (which shows the due date)

How invoices are generated

Invoices are typically generated automatically based on:

• Your subscription start date / renewal date
• The billing frequency (monthly vs annual)
• Changes during the term that affect charges (e.g., added users, activated paid add-ons)

What happens if the payment fails or is overdue

If an invoice remains unpaid past its due date, follow-up and collections steps may apply per the agreement and applicable policy. If you believe a payment was missed due to billing details or payment method issues, contact support with the invoice number.

Tax status and documentation required

What determines whether tax is charged

Whether tax (e.g., VAT) is charged on your invoice depends on:

• Your company’s country
• Whether you have a valid VAT ID (when applicable)
• The tax rules for the Pleo entity issuing the invoice and the service provided

Common documentation customers may be asked for

Depending on your situation, you may be asked to provide:

• VAT ID (and for some jurisdictions, confirmation that the VAT ID is valid for cross-border transactions)
• Company registration documentation (to validate legal entity details)
• In some cases, a certificate of tax residence (e.g., to support double taxation treaty processes)

If your VAT treatment looks incorrect

If you believe VAT should be reverse-charged or not applied:

• Verify your billing details and VAT ID are correctly entered.
• Ensure the VAT ID is valid for the relevant mechanism (e.g., valid in the applicable validation system where required).
• Contact support with the invoice number and your VAT details for review.

Contract renewal and modification: what is possible and when

Renewal basics

Most subscriptions have an initial term (often 12 months) and may auto-renew unless cancelled in advance, per the contract/order form.

What typically can be changed mid-term vs at renewal

In many cases:

• Mid-term (during an active term):
  • Adding users/seats is usually possible (and may be billed/prorated).
  • Some changes (e.g., downgrades, reducing commitment) may be restricted until renewal.
• At renewal:
  • Plan changes, pricing changes, and contractual term changes are typically handled at renewal.

Modifying contract terms

Contract changes (e.g., special payment terms, add-on commercial changes, exceptions to auto-renew) generally require a written amendment / updated order form.

When to contact Pleo

Contact support/your Pleo contact if you want to:

• Cancel renewal (check your notice period)
• Change billing frequency (monthly vs annual) at renewal
• Request a contract amendment (payment terms, add-on changes, special conditions)

For any customer-specific question, the most reliable references are: (1) the customer’s Order Form, and (2) the invoice(s) and credit note(s) in question.