Policies & Procedures

This Fair Use Policy (FUP) forms an integral part of the Agreement between a Customer and Voucherify, as applicable, that governs Customer’s use of the Service. The following default usage limits apply to Customer’s use of the Service. The system limits ensure the uninterrupted functioning of the Service infrastructure. If a Customer does not agree with the provisions of this FUP, they are not allowed to use the Service.

API access block

If Customer’s Service usage exceeds the monthly, hourly or minute API calls limit of the Plan, Voucherify will block API access for the remainder of the period (a month, an hour or a minute) and will restore access once the next rate period starts. To extend the limit, the Customer can, at any point during the billing period, upgrade the plan using the Dashboard or by contacting the Customer Success Manager (for upgrade from Professional plan). 

Voucherify may also provide a Custom Plan if the Customer’s specific scenario does not fit into the standard Plan. 

If a Customer exceeds one of these limits:

• API calls per hour/minute.
• API calls per month.
• Client-side API requests from a single IP per second.

Voucherify will block the subsequent requests immediately.

A Customer can check the current status of these quotas in the HTTP headers of API responses and a general overview of API usage can be found in the Project Settings in the Dashboard.

Increasing the API calls limit

If a Customer expects to exceed limits, they will contact Voucherify to request a limit increase by raising a support ticket from the category  “Billing, Payments, or Account Issues”. The Customer can also perform an upgrade of a plan using the Dashboard.

A Customer will inform Voucherify which limit should be increased, to what value, and the reasoning behind the request. It can take Voucherify a few business days to process the request depending on the request details provided by a Customer.

The Customer can also purchase additional API calls packages for which an additional fee will be charged:

1. Additional API calls in hourly/minute limit: 1000 API calls per hour (20 API calls per minute); The client can purchase up to 5 such packages in a cycle.

2. Additional API calls in monthly limit: 10 000 API calls.

The request for the API package is a one-off and on-demand purchase that doesn't affect future Subscription Fees. The rates for API package will be invoiced separately, once the package is purchased. The Customer makes the purchase using Voucherify Dashboard.

The extended API calls limits will be active for 30 days from the moment of purchase.

Dashboard access block

Voucherify will disable Customer’s access to the account when the trial is finished or a Customer has canceled the account. The Customer’s data will be stored for 12 months. A Customer will be able to access the data when they reactivate the Plan.

If a Customer fails to log in to the Dashboard by providing the wrong password three times, they will need to contact the support team.‍

Service limits for the self-service plan

Service Units from the on-demand tier are subject to the following limits:

1. A number of unique codes per campaign:

Business: 100 000
Organization: 100 000

2. Integration webhooks per day:

Business: 144 000
Organization: 288 000

3. Number of customer segments per project: 100

4. Number of product collections per project: 100

5. Number of fields in metadata schema per entity: 100

6. Number of projects:

Business: 3
Organization: 5

The following functionalities are limited to the Enterprise plan only:

• Geofencing
• Management APIs
• Areas & Stores

Each Account has access to a Sandbox Project which is not calculated in the Project limit.

Service Limits for the Enterprise Plan

Service Units for the Enterprise plan are defined in the Order Form signed between Voucherify and the Customer. Unless the Order Form states otherwise, the following limits apply:

1. Number of customer segments per project: 100

2. Number of product collections per project: 100

3. Number of fields in metadata schema per entity: 100

Distribution messages limits for all plans

Voucherify allows the Customer to send messages using the Distribution Manager. According to Voucherify Anti-Spam policy, the Customer has to pass a few checks to unlock the full limits.

1. Distribution messages limits without the anti-spam check:

• 10 messages per day.
• 10 messages per month.
• 0 emails from Voucherify.

2. Distribution messages limits with the anti-spam check:

- Trial accounts:

• 10 messages per day.
• 100 messages per month.

- All other accounts at the current pricing scheme: 

• Unlimited messages.

- All other accounts at the older pricing scheme (created before December 2021):

• Limited according to the plan parameters.

Credit card charging policy and plan termination

If a Customer’s payment method is credit card, Voucherify charges the credit card at the day of the beginning of the Service Period. 

If the credit card payment fails, the following policy is applied for subsequent payment attempts:

1. For soft decline of the transaction, Voucherify will repeat the charging attempt from 2 to 8 times within 7 days, until a successful payment is completed. Voucherify will send notifications to the account owners via e-mail and Dashboard notification after every unsuccessful payment.
2. For hard decline of the transaction, Voucherify will not retry to charge the credit card. Voucherify will send up to 8 notifications to the account owner via e-mail and Dashboard notification of the unsuccessful payment. For Voucherify to retry the charge, the Customer has to change the credit card to another one.

After 7 days of continuous unsuccessful payments, the Customer's subscription is cancelled. 

The Customer can reactivate the subscription, according to the current pricing model available at: https://www.voucherify.io/pricing. The reactivation can be done using the Dashboard. 

Post-downgrade obligation

If a Customer downgrades the Plan, Voucherify will contact him or her about adjusting the number of Projects and/or Users to the current Plan. If the Service usage has been exceeding the limits for 5 business days, Voucherify will take corrective action by removing recently created Projects/Users according to the new limit.

Marketing consents

If a Customer runs campaigns in the GDPR- and/or CAN-SPAM-applicable region, they should comply with its marketing consent provisions. Voucherify provides a Customer with the following tools:

• Marketing consent management
• Double opt-in and opt-out mechanism
• Business contact information

Learn more in the Help Center.

Acceptable Content policy

With regards to the Content of Messages and Landing Pages, a Customer agrees not to use, and not to encourage or allow any other person or entity to use the Service in prohibited manners, including but not limited to the following:

• Transmitting any material that infringes the intellectual property rights, trade secrets or other rights of third parties, including but not limited to trademarks, copyrights or rights of publicity or privacy, or otherwise violating, infringing or misappropriating the rights of any third party.
• Transmitting any material that contains viruses, trojan horses, worms or any other malicious, harmful, or deleterious programs or code.
• Engaging in activities or transmitting through the Services any information that is libelous or defamatory or otherwise malicious or harmful to any person or entity, or discriminatory based on for example race, sex, religion, nationality, ethnicity, disability, sexual orientation or age.
• Using the Service in any manner that may subject Voucherify or any third party to liability, damages or danger.
• Using the Service or the account to engage in or in connection with fraudulent activity.
• Promoting or engaging in illegal activities.
• Violating or facilitating the violation of any local, state, federal, or foreign law or regulation.