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 Charges for Scoped Engagements (the Expert Fee and the Platform Fee) are invoiced in US Dollars, except to the extent an Engagement Order states that Credits may fund them, as set out in Section 2.4.

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. Credits and 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 the Rate 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.

1.3 Redemption Value. Wherever a Credit converts to US Dollars under this Charging Policy, it converts at the Redemption Value. The Redemption Value is a single value that applies to every Customer Plan and is stated in the Rate Schedule, which controls. The Redemption Value applies to the funding of Scoped Engagement Charges from Credits under Section 2.4 and to any amount OnFrontiers credits to a Customer in Credits in respect of a charge incurred in US Dollars. The Redemption Value in effect when a Scoped Engagement is confirmed is stated in the Engagement Order for that Scoped Engagement and applies to all Charges under that Scoped Engagement, including Charges for hours approved after a change in the published Redemption Value. The Redemption Value does not change the number of Credits consumed for any item of Expert Work that is priced in Credits.

2. Booking Fees, Engagement Setup Fee, Expert Work Fees, and Scoped Engagement Credit Funding

2.1 Booking Fees.

(a) A Customer’s first Custom Match with a particular Expert, being 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), is subject to a Booking Fee, as follows:

(b) Except as provided in paragraph (c), 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) Notwithstanding paragraphs (a) and (b), for a Scoped Engagement the Booking Fee applies where the Customer has not previously had a paid Video Consultation with that Expert through the Platform, whether or not the Customer has previously had a Custom Match with that Expert for another type of Expert Work, and is incurred when the Customer confirms the Engagement Order.

(d) Under a Pro Subscription, the Booking Fee stated in the table is charged in US Dollars. Written Responses are available on the Pro Subscription as published by OnFrontiers; Scoped Engagements are not available on the Pro Subscription.

2.2 Engagement Setup Fee.

An Engagement Setup Fee of 0.5 Credits is charged for each Scoped Engagement, whether or not a Booking Fee applies, and is incurred when the Customer confirms the Engagement Order. It is charged for OnFrontiers’ per-engagement conflicts screening and engagement structuring. It is not a charge for Expert Work, and it is not funded from any Credits an Engagement Order allocates to Scoped Engagement Charges under Section 2.4.

2.3 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, the Customer also pays OnFrontiers the Platform Fee, which is stated in the Engagement Order separately from the Expert Fee. The Platform Fee is a percentage of the Expert Fee, determined by the tier of the Customer’s Guided Plan in effect when the Engagement Order is confirmed and by the cumulative approved hours in the Scoped Engagement, as set out below. The hour bands are cumulative within each Scoped Engagement: the percentage for a band applies to the Expert Fee for approved hours within that band, and reaching the second band does not change the Platform Fee charged for hours in the first. Where the tier of the Customer’s Guided Plan is not listed below, the Platform Fee is as stated in the Customer’s Order Form and the 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.

2.4 Scoped Engagement Credit Funding.

(a) Charges for Scoped Engagements, being the Expert Fee and the Platform Fee, are denominated in US Dollars and are invoiced in US Dollars, except as provided in paragraph (b).

(b) Where the Engagement Order for a Scoped Engagement states that a specified amount of the Credits included with the Customer’s Guided Plan may be applied to Charges under it, the Charges for hours approved or deemed approved in each billing period are converted to Credits at the Redemption Value (Section 1.3) and, at the close of that billing period, draw first against the remaining specified amount, to the extent Credits included with the Customer Plan remain available. Charges in excess of the remaining specified amount, and Charges for which no such Credits remain, are invoiced in US Dollars. Credits so applied are consumed from the Credits included with the Customer Plan, and the Engagement Order does not increase them. Credit Top-Up Credits are not applied to Charges for Scoped Engagements.

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:

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.