ONFRONTIERS CUSTOMER CHARGING POLICY
Last Updated: April 8, 2023
1. Invoicing of Fees for Add-On Credits
1.1 Charges for add-on Credits incurred by Customer which have not been pre-paid will be invoiced to Customer on a monthly basis and payable upon receipt of invoice.
2. Plan Licenses and Enhancements
2.1 With the exception of additional Credits, Fees for add-ons will be applied on a pro-rata basis based on the number of calendar days remaining in the relevant Subscription Year.
2.2 With the exception of additional Credits, components will be included and Fees for such components will be applied, in subsequent Subscription Years, unless otherwise requested by Customer and agreed by the parties in advance of the relevant Subscription Period renewal.
3. Access Plan Fees
3.1 Access Plan Power User Licenses. Activity of a Customer’s Power Users on the OnFrontiers Platform is unlimited at no charge, for:
(a) the first Call or Written Consultation between Customer and a particular Marketplace Expert, up to a maximum of 60 minutes per Consultation per Expert, provided that: (i) where Customer does not join a first Consultation with 15 minutes of its scheduled Start Time, and Customer has not canceled such Consultation at least 24 hours prior such scheduled start time, then Expert will be entitled to terminate such Consultation and the missed Consultation will count as the Customer’s full “no-charge” first Consultation hereunder with respect to such Expert; and (ii) where Customer is late for a scheduled first Consultation with a particular Expert, the 60 minutes of Consultation which are provided at no charge will be calculated from the Consultation’s scheduled start time; and (iii) where a first Consultation exceeds 60 minutes, time in excess of the uncharged 60 minutes will be charged to Customer at the Expert Rate published on the relevant Expert Profile; and
(b) research assisted Expert Marketplace search requests.
3.2 For any Call or Written Consultation in excess of the “no charge” Consultation (up to 60 minutes) described at Section 4.1(a), and for all other Consultation types, Access Plan Customers pay Consultation Fees when engaging an Expert from the OnFrontiers Marketplace, as follows:
|Consultation Type||Consultation Fee|
|Call Consultation||Per Expert Rate on Expert Profile|
|Written Consultation||Per Expert Rate on Expert Profile|
4. Access Plan Consultation Minimums and Time Increments for Follow-up Call Consultations
4.1 Charges for follow-up Call Consultations with an Expert from the OnFrontiers Marketplace are subject to a fifteen (15) minute minimum.
4.2 Charges for follow-up Call Consultations in excess of the minimum will be rounded up in five (5) minute increments.
4.3 Time charges are based on the elapsed period between the Start Time, calculated to be the later of the scheduled start time of the call or the time the Expert joins the call, until the End Time, calculated to be the later of when the Customer or Expert first exits the call or the minimum time applicable in relation to the Start Time.
5. Access Plan Booking Fees
5.1 Customer’s first engagement with a particular Expert after having been Matched by an OnFrontiers Research Manager pursuant to Customers’ Expert Request shall be subject to Booking Fees, as follows:
|Expert Request Type||Power User Booking Fee|
|Video Consultations||1.5 Credits|
|Written Consultations||1.5 Credits|
6. Access Plan Consultation Cancelation Fees
6.1 If Customer cancels a confirmed Consultation more than twenty-four (24) hours prior to the scheduled Consultation time, no “no charge” time or fees will be incurred for such Consultation.
6.2 If Customer cancels fewer than twenty-four (24) but more than twelve (12) hours before the scheduled Consultation time:
(a) if the scheduled Consultation is the first Consultation between Customer and the Marketplace Expert (including Call and Written Consultations), 30 minutes will be debited from Customer’s “no charge” first Consultation time; and
(b) for subsequent Consultations, the Customer will be charged 50% of the price of the Consultation based on the duration of Consultation that was booked.
6.3 If Customer cancels within twelve (12) hours of the scheduled time:
(a) if the scheduled Consultation is the first Consultation between Customer and the Marketplace Expert (including Call and Written Consultations), 45 minutes will be debited from Customer’s “no charge” first Consultation time; and
(b) for subsequent Consultations, the Customer will be charged 75% of the price of the Consultation based on the duration of Consultation that was booked.
7. Access Plan Customer and Expert No-Shows
7.1 If a booked Consultation has not been canceled in advance of the scheduled Start Time, then in the event the Customer does not join such Consultation within fifteen (15) minutes of the scheduled Start Time, the Expert shall be permitted to terminate the Consultation at the fifteen (15) minute mark and (a) where the scheduled Consultation would have been the first Consultation between Customer and the Marketplace Expert (including Call and Written Consultations), Customer’s “no charge” first Consultation pursuant to Sec. 4.1(a) shall be forfeited; and (b) in the case of follow-up Consultations, Customer will be charged in full based on the booked duration of the Consultation.
7.2 If the Expert fails to join within fifteen (15) minutes after the scheduled Start Time of a Consultation, Customer may cancel such Consultation without penalty.
8. Access Plan Ancillary Services
8.1 Customers will pay OnFrontiers a Fee for Ancillary Services as follows:
|Ancillary Service||Description||Service Fee|
|Manual Transcription Services||Manual transcription of call consultations (English language only)||0.1 Credits/10 mins|
9. Access Plan Waiver of Customer’s Non-Solicitation Obligations
9.1 Customer’s non-solicitation obligations pursuant to Section 3 of OnFrontiers’ Terms of Service shall be deemed waived by OnFrontiers upon payment by Customer to OnFrontiers of a Non-Solicitation Waiver Fee, as follows:
|Waiver||Non-Solicitation Waiver Fee|
|Single Expert Waiver||10 Credits|
|Global EKN Waiver (applies to all Experts engaged by a given Power User on first Consultations during the relevant Subscription Period)||100 Credits/year|
9.2 All Non-Solicitation Waiver Fees shall be due and must be received by OnFrontiers prior to the commencement of the relevant Off-Platform Services.
9.3 Engagement or solicitation of Experts for Off-Platform Services without payment of a Non-Solicitation Waiver Fee pursuant to the terms of this Charging Policy may subject Customer to liability for liquidated damages under OnFrontiers’ Terms of Service.
Any defined terms used in this Customer Charging Policy but not defined herein shall have the meanings assigned to them in the OnFrontiers Terms of Service.