Customer Charging Policy

Unless otherwise agreed by OnFrontiers and Customer in writing, in addition to such fees as may be stated on Customer’s Order Form, Customer shall pay fees and incur charges as follows. Charges under a Guided Plan are denominated and paid in Credits; charges under a Pro Subscription are denominated and paid in US Dollars; and Scoped Engagements are funded in Credits up to the applicable threshold set out in the Customer’s Order Form or Plan and in US Dollars above that threshold.

Capitalized terms used but not defined in this Customer Charging Policy have the meanings given in the OnFrontiers Terms of Service and the OnFrontiers Global Definition Schedule.

1. Credit Top-Ups

1.1 Credit Top-Ups are Credits a Customer may purchase in addition to the Credits included with its Customer Plan, at the prices set out in OnFrontiers’ then-current Top-Up schedule (which may exceed the per-Credit price under the Customer’s Plan). Credit Top-Ups are paid in advance; OnFrontiers will invoice the Customer for any Credit Top-Up purchased, payable upon receipt of invoice.

1.2 Credits included with a Customer Plan are consumed before Credit Top-Up Credits. Credit Top-Ups are valid through the then-current term and, if the Customer Plan is renewed, roll over once to the end of the next renewal term; if the Customer Plan is not renewed, unused Credit Top-Ups expire at the end of the then-current term.

2. Booking and Expert Work Fees

2.1 Booking Fees.

(a) A Customer’s first Custom Match with a particular Expert — that is, the first interaction with an Expert to whom the Customer is introduced through a Match facilitated by OnFrontiers (for example, by an OnFrontiers research manager pursuant to a Customer’s expert request) — shall be subject to a Booking Fee, as follows:

(b) Booking Fees are deemed incurred at the time the Customer schedules their first interaction with an Expert introduced through a Custom Match. No Booking Fee applies where a Client engages an Expert directly through self-service rather than through a Custom Match.

(c) For a Pro Subscription (billed in US Dollars), the Booking Fee is US $350 per Custom Match and applies to Video Consultations only; Scoped Engagements and Written Responses are not available on the Pro Subscription.

2.2 Expert Work Fees.

(a) Customers pay an Expert Work Fee when their Authorized Users or Guests engage an Expert through the Platform, as follows:

(b) For Video Consultations, fees are incurred when a Video Consultation of any duration takes place. In some cases, Expert Work Fees may also be incurred when a Video Consultation is postponed, canceled, or missed, as described below. Fees for Written Responses and Scoped Engagements are incurred as described in this Charging Policy and the applicable Order Form or engagement terms.

(c) For a Scoped Engagement, the per-hour Expert Fee may be tiered, decreasing as the cumulative number of approved hours in the engagement increases; the applicable rates and cumulative-hour thresholds are set out in the applicable Engagement Order, and the total is capped at the Not-to-Exceed Amount.

(d) For a Scoped Engagement, in addition to the Expert Fee the Customer pays OnFrontiers the Platform Fee, which is disclosed to the Customer separately from the Expert Fee and is set out in the applicable Engagement Order.

(e) Charges for a Video Consultation or a Written Response depend on the Content Election the Customer confirms for it. The Charges applicable to each available treatment are shown to the Customer at the time of order, and the Customer’s confirmation of the Content Election fixes the Charges for that item of Expert Work.

3. Video Consultation Minimums and Time Increments

3.1 Charges for Video Consultations are subject to a thirty (30) minute minimum.

3.2 Charges for Video Consultations in excess of the minimum will be rounded up in five (5) minute increments.

3.3 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 terminates the call or the minimum time applicable in relation to the Start Time. In the case of calls that disconnect due to technical difficulties rather than intended termination by Customer or Expert, time charges will be based on actual call time elapsed.

4. Video Consultation Cancellation and Rescheduling; Written Response Withdrawal; Cancellation Fees

4.1 If Customer cancels or reschedules a confirmed Video Consultation at least twenty-four (24) hours prior to its scheduled start time, no Expert Work Fee is charged for the canceled or rescheduled Video Consultation.

4.2 If Customer cancels or reschedules a Video Consultation fewer than twenty-four (24) hours prior to its scheduled start time, Customer will be charged 75% of the Expert Work Fee agreed at the time of booking.

4.2A Written Responses. (a) Customer may withdraw a Written Response request at no charge before an Expert accepts it.

(b) Once an Expert accepts the request, Customer may not cancel it and will be charged in full upon the Expert’s delivery of a satisfactory deliverable within the agreed time; if the Expert fails to deliver a satisfactory deliverable within the agreed time, no Expert Work Fee is charged.

(c) Whether a deliverable is satisfactory and timely is determined according to the criteria set out in the applicable Written Response order and Customer’s review; in the event of a dispute, OnFrontiers may mediate. Acceptance, rejection, cure, and partial charging for Written Responses are governed by Section 2.16 of the Terms of Service, and this Section 4.2A applies consistently with it.

(d) OnFrontiers may, in its discretion, waive or refund charges where no work was performed.

4.3 For each Video Consultation that is canceled, Customer will be charged a Cancellation Fee of 0.35 Credits to cover administrative expense. The Cancellation Fee is waived if the Video Consultation is rescheduled and the act of rescheduling occurs within five (5) business days of the date of cancellation.

5. Customer and Expert No-Shows

5.1 If a booked Video Consultation has not been canceled in advance of the scheduled Start Time, then in the event the Customer does not join such Video Consultation within fifteen (15) minutes of the scheduled Start Time, the Expert shall be permitted to terminate the Video Consultation at the fifteen (15) minute mark and Customer will be charged in full based on the booked duration of the Video Consultation.

5.2 If the Expert fails to join within fifteen (15) minutes after the scheduled Start Time of a Video Consultation, Customer may cancel such Video Consultation without penalty.

6. Ancillary Services

6.1 Customers will pay OnFrontiers a fee for the ancillary services set out below:

Non-Solicitation Waiver Fee With OnFrontiers’ prior written consent, a Customer may engage an Introduced Expert to provide Off-Platform Services. The waiver is limited to the engagement and the period described in the consent, and does not disapply the Employment Conversion Fee (see Section 6.3). The greater of: (a) a flat fee per Expert — 10 Credits (Guided Plans) or US $10,000 (Pro Subscription); and (b) twenty percent (20%) of the value of the off-platform engagement (the total fees payable to the Expert under it)

6.2 Circumvention, including engaging or soliciting Experts outside the Platform without payment pursuant to this Charging Policy, may subject Customer to liability for liquidated damages under OnFrontiers’ Terms of Service.

6.3 Employment Conversion Fee. Where, during the Non-Solicitation Period, a Customer employs an Introduced Expert (as described in Section 4.2 of the OnFrontiers Terms of Service), the Customer will pay OnFrontiers an Employment Conversion Fee equal to twenty-five percent (25%) of the Expert’s total first-year cash compensation, less any Non-Solicitation Waiver Fee the Customer has already paid for that Expert. The Employment Conversion Fee is invoiced when the employment or engagement commences and is payable within thirty (30) days of invoice.

6.4 Fee basis. The Customer will certify the compensation or engagement value on which an Employment Conversion Fee or a Non-Solicitation Waiver Fee is calculated, and will provide reasonable documentation evidencing it on OnFrontiers’ request.

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