FAQ: Before You Sign Up

💰 Payments and Billing

How am I charged?

You'll be charged by credit card at the beginning of your plan, and each month (or year) thereafter.

Can I get a discount if I pay for a yearly plan?

Yes! Depending on the plan, you can get up to 20% off by paying upfront for the year.

Can I cancel at any time? How do I cancel?

Yes! You can cancel your plan any time before its renewal date (monthly or yearly). To cancel your subscription, go to the Billing section on your dashboard, click 'Cancel'.

We can only provide prorated refunds for Yearly plans if you contact us within 30 days of purchasing. Please see our Terms and Conditions regarding refunds.

How am I charged if I change my subscription in the middle of my billing cycle?

Your costs will be prorated, so you will either have a pending charge or a credit on your account. Your new plan will either take effect immediately (for an upgrade), or on your next billing cycle (for a downgrade).

Learn more about changing plans here.

📋 About the Plans

What sites can I monitor and get reviews on?

We support  40+ of the most popular review sites. That means you'll be able to see all your reviews, respond to them and display them on your website with our widgets.

How do review campaigns work?

Cloutly helps you ask your customers for reviews using multi-step review campaigns. Learn more about how they work here.

What are SMS credits used for?

On certain campaign steps, Cloutly send SMS messages in addition to email messages, if you've added a phone number for your contact. Once you've used up your SMS credits for the month, any new campaigns will send out by email only.

We charge SMS credits to your account based on two variables:

• the number of 'segments' in your message (essentially, the length)
• the destination country of the recipient (see below)

Learn more about SMS credits and top ups here.

Here's a great article to help you understand SMS segments: https://www.twilio.com/en-us/blog/what-the-heck-is-a-segment-html

Can I send review campaigns to a list of my customers?

Yes! You can upload your contacts and request reviews from them, or connect your CRM (like HubSpot) to automate this process in real-time.

Can I customise review campaigns?

Yes! You can fully customise the content of your campaigns, including full control over the messaging of each step. You can even add video!

What happens if I try to send more SMS than my plan allows?

You’ll be able to see your usage on your dashboard (and we’ll alert you if you’re getting close to your limit). If you reach your SMS limit, your messages will default to email sending until your month refreshes, or you purchase additional, non-expiring SMS credits.

Can people unsubscribe from my campaigns?

Yes, your contacts can unsubscribe by clicking the 'unsubscribe' link in the footer of any campaign they receive.

Cloutly allows you to upload and maintain your own contacts list. You'll be able to track who you've sent campaigns to, who's opened them, who's clicked on them and who's reviewed you.

What is a 'location'?

A location is your business. If you had two offices, one in Sydney and one in London, you would need two locations in Cloutly to manage both of these properties.

Do you offer a free trial?

Yes! We offer a 14 day free trial.

Your 14-day free trial gives you access to all features, so you can connect your review sites, add your contacts, send review campaigns, create review widgets and even explore your competitor insights. It's a great chance to get familiar with the platform and see if it's a good fit for your business. We'll be on hand to help you out at any time, too!

What currency are Cloutly subscriptions billed in?

Our plans are displayed on our website by default in USD, however our merchant of record, Paddle, will bill you in your local currency where supported. You will always see a clear indication of price and currency before you purchase a Cloutly subscription.

I have many locations I need to manage - can I get a custom plan?

Awesome! We can certainly set up a custom plan for you. Get in touch via our chat widget to get started.

Updated on: 30/09/2025