This article is intended for:
đ˘ Admins (HRs)
This policy governs subscriptions, platform fees, credit purchases, and payment terms for organizations using MindFi. It applies across all plan tiers (Basic, Business, and Enterprise) and outlines the terms regarding renewals, payment processing, grace periods, and feature access for both Administrators and Employees.
Governing Precedence: This policy is subject to and governed by the specific terms of your Master Services Agreement (MSA), Service Agreement or Quotationâs Service Scope and Agreement, whichever applicable. Specific contractual terms take precedence over standard policy defaults outlined herein.
1. Overview of Plan Tiers & Fees
MindFi provides a tiered model offering a combination of Platform fee and Service fee. Platform fee enables elevated functionality for both the MindFi Admin Hub managers and end-user Employees on the MindFi EAP platform. Service fee (covered by prepaid credits or a credit card on file) enable the booking of confidential 1-on-1 therapy and coaching services by employees and the booking of related EAP services (including Health Talks, Workshops, Critical Incident Response and other Wellness Programmes provided by MindFi) by Employers.
Plan Tier | Fees & Billing | Admin Hub Capabilities | Employee EAP Experience
|
Basic | Service fee
(Prepaid Credits or Credit Card on file required)
| Basic admin dashboard & utilization tracking | Company sponsored or self-paid bookings. |
Business | Platform fee (Monthly at US$3 PEPM or Annually at US$30 PEPY. Payment with Credit Card required)
Service fee
(Prepaid Credits or Credit Card on file required)
| Full admin dashboard with analytics as well as employee wellness and service utilization insights. 24/7 access to customer support (text) | Employee self-guided content and wellness assessments. Company sponsored or self-paid bookings. 24/7 access to EAP intake and support (text) |
Enterprise | Platform fee (Annual) Service fee (Prepaid Credits) Consultation & Customization fee (Payment with Electronic Fund Transfer or Credit Card. Minimum annual contract value: US$15,000) | Full admin dashboard with analytics as well as employee wellness and service utilization insights. Consultation & Custom Reporting Technology Integration (e.g. Single Sign-on, HRIS, etc) 24/7 access to customer support (text / phone) | Employee self-guided content and wellness assessments. Company sponsored or self-paid bookings. EAP Platform access with SSO option 24/7 access to EAP intake and support (text / phone) |
2. Subscription Renewals & Plan Changes
Renewal Notifications
For annual Business and Enterprise plans, MindFi will notify organization admins via email prior to the subscription end date according to the following schedule:
First Notice: 3 months prior to renewal date.
Second Notice: 2 months prior to renewal date.
Final Reminder: 1 month prior to renewal date.
Renewal Execution
Credit Card (Business Plan): Subscriptions automatically renew at the end of the subscription period unless a downgrade or non-renewal request is submitted prior to the renewal date.
Electronic Fund Transfer (Enterprise Plan): Renewal invoices are generated on the renewal date and are due within 30 days of issuance. Renewal is confirmed upon invoice generation and payment processing. A downgrade or non-renewal request must be submitted at least 1 month prior to the renewal date.
Upgrades & Downgrades
Organizations may upgrade to the Business plan (via Plan & Billing page in the Admin Hub) or Enterprise plan (via email to [email protected]) at any time. Upgrades take effect immediately upon successful payment.
Organizations may downgrade to the Basic plan (via Plan & Billing page in the Admin Hub) or Business plan (via email to [email protected]). Downgrades will only take effect at the end of the current billing cycle.
Seat changes
Seat limits apply to the Business plan, with a minimum of 5 seats. Additional seats are billed on a prorated basis. See the Business plan's billing terms for full pricing and proration details.
If an organization downgrades from Enterprise to Business, the Business plan's seat and billing terms will apply. Admins can reduce the number of seats used by deactivating employees through the Admin Hub. Refer to Deactivating an employee for instructions.
3. Service Fees and Credits System
Service fees are covered by prepaid Credits in the absence of a credit card on file.
Independence of Credits: Credits represent pre-funded monetary value (1 Credit = 1 USD). Credits are independent of the Platform fee.
Credit Retention: Changing tiers, non-renewing, or downgrading to the Basic plan does not forfeit or expire unused credits purchased Ă la carte. Unused credits remain in the organization wallet.
Minimums: Credit purchases via bank transfer require a minimum purchase of 2,000 credits (for 2,000 USD).
4. Payment Resolution & Grace Periods
To prevent service disruption, organizations must maintain valid payment methods and settle invoices promptly. During a Grace Period, full platform benefits remain active while the organization resolves outstanding billing issues.
Payment Method | Grace Period Duration | Notification Schedule | Consequence of Non-Resolution
|
Credit Card | 7 Calendar Days from failed charge date. | Immediate email alert; retries on Day 3 and Day 7. Hub banner active. | Immediate downgrade to Basic Plan on Day 8. |
Bank Transfer (Enterprise only) | 14 Calendar Days post-invoice due date (44 days total from invoice issuance). | Overdue notice on Day 1 post-due date; reminders on Day 7 and Day 14. | Immediate downgrade to Basic Plan on Day 15 post-due date. |
5. Impact of Downgrade to Basic Plan Due to Non-Payment or Non-Renewal
When an organization moves to the Basic plan following non-payment or deliberate non-renewal, the platform access levels are adjusted immediately:
Impact on Employees: Access to self-help content libraries, and all premium Employee EAP experience listed in Section 1 are paused. Employees revert to Basic platform features.
Impact on Admins: Access to advanced analytics, and all premium Admin Hub capabilities listed in Section 1 are paused. Admin Hub reverts to Basic platform features.
Impact on Sessions & Bookings: Existing confirmed bookings and unused purchased credits are completely unaffected. Employees can continue using sponsored credits if available; otherwise, session bookings revert to self-pay.
6. Taxes & Currency
All platform fees and credits are billed in USD unless explicitly contracted otherwise. For organizations whose contracting billing entity is located in Singapore, charges are subject to Singapore Goods & Services Tax (GST) at the prevailing statutory rate.
7. Escalation & Debt Recovery
Unresolved overdue balances that remain outstanding post-downgrade remain the financial liability of the organization. MindFi reserves the right to escalate communication to senior executive contacts, pause all ongoing services (including credit-funded sessions), and engage formal debt recovery mechanisms where necessary.