Why was I charged more than expected?

Almost every surprising Resos charge has one of a handful of explanations, and the invoice itself shows which one applies. Start by opening your invoices in the Invoices section of Menu → Settings & add-ons → Account → Billing, and compare the new invoice with the one before it.

The usual reasons your bill changed

Your plan was upgraded automatically. A paid plan’s limit is counted over a rolling 30-day period that moves every day, not per calendar month and not from the date you signed up. When you pass the limit of your current paid plan, the system moves you up to the next plan within a few hours, so you keep receiving and managing bookings. We email you when this happens, naming the old and new plan, the booking count and the new limit; the email goes out as the change is made, not in advance. See what counts towards your booking limit.

Your plan is never downgraded automatically. If your booking volume has dropped, write to us and we can move you back down. A downgrade takes effect at the start of your next billing period, with no refund for the period you are in. The one exception is our 90-day money-back guarantee: if you are still within 90 days of your first payment, write to us and we refund the full amount.

An upgrade part-way through a period was charged pro rata. That means a charge for the remaining time on your new plan and a credit for the unused time on the old one. On a yearly plan it arrives as its own invoice straight away; on a monthly plan the two lines appear on your next normal invoice. Either way it is a recalculation, not a second subscription.

A promotional discount ran out. Introductory offers run for a set period. Once that period ends, your subscription is billed at the standard rate, so the first invoice afterwards reads as a price increase. The offer you signed up through states how long the discount runs.

Your entry plan ran its course. The Starter plan is only available for the first year, and we no longer offer it to new customers. At the end of that year the account moves to Basic, and we email you when that happens. Other legacy plans are only changed by hand, after we have talked to you.

An add-on is now being billed. On paid plans without Annual All-Access, add-on subscriptions cost extra, so the end of an add-on trial can raise the total. Annual All-Access includes all paid add-on subscriptions, so activating one does not add a subscription charge. Transaction fees and usage charges still apply. SMS notifications are charged on usage, so a busier month costs more than a quiet one. Usage normally rides along on your next subscription invoice; if it builds up past a threshold we invoice it on its own, which can arrive out of cycle. Paid add-ons cannot run on the Free plan, so an account using one is always on a paid plan. Switching an add-on back off stops the next charge, but the period you have already paid for is not credited back. Read more about refunds.

Your card is billed in a different currency. Resos invoices in GBP, EUR, USD, AUD, DKK or SEK. If your card is in another currency, your bank converts the amount and adds its own conversion fee, so the amount on your card statement will not exactly match the invoice.

An agreed discount was not applied. If we agreed a discount with you and it is missing from an invoice, tell us and we will correct it. Read more about refunds.

It is your annual renewal. Yearly billing takes the whole year upfront, so the renewal invoice, or the first invoice after a switch from monthly to yearly, is much larger than a monthly one. Yearly billing is roughly 20% cheaper than paying monthly, but it is charged for the whole year in one payment, with no installment option.

You have more than one restaurant profile. Each profile carries its own subscription and its own invoices, so a second location, or a duplicate profile created by mistake, is billed separately.

How to read the invoice

• The subscription line names the plan and the period it covers.
• Each active add-on has its own line.
• Usage-based items, such as SMS notifications, are listed separately from the plan.
• Pro-rata lines appear as a charge for new time plus a credit for unused time.
• Whether VAT is added depends on where your business is registered. Read the VAT FAQ.

What to check first

1. Your booking count for the past 30 days, shown on the right side of the Billing page, against your plan limit. Imported bookings appear in that number but are not counted towards an automatic upgrade, so the two can differ.
2. Your two most recent invoices side by side, so you can see which line actually grew.
3. Which add-ons are currently active on the profile.
4. Whether you are billed monthly or yearly.

If the charge still looks wrong

Write to us at hi@resos.com from the email address registered on the restaurant account. It is how we confirm that a billing request really comes from the account. Include the invoice number, the date and amount charged, and what you expected to pay instead.

Note: If you have already disputed the charge with your bank, tell us. A charge that is disputed through your bank is not also refunded by us. Read more about refunds.