Rinsed Billing FAQ

Welcome to the Rinsed Billing FAQ! Below, you’ll find answers to common billing-related questions regarding invoicing, pricing models, implementation fees, text message segments, e-commerce commissions, and more. If your question isn’t answered here, feel free to contact us at ar@rinsed.co.

📅 Billing Cycle & Invoices

When does billing begin? 

Billing starts once technical implementation is completed for a location. You'll receive a confirmation email and your first invoice will follow shortly thereafter.

When is my first invoice due?

Hardware and Implementation Fee invoices are due immediately upon receipt. Rinsed invoices are issued with net 30 terms. Your first invoice will be sent after technical implementation has been completed.

How often will I receive invoices?

We issue invoices in accordance with your contract. Each invoice includes:

• Monthly product fees (per location, for each product in use)
• Usage-based charges (e.g., text segment overages, e-commerce commissions, support call outcomes)
• Prorated fees (if a product or location goes live mid-cycle)
• Implementation fees (if new locations were added that month)

Who receives invoices?

Invoices are sent to your billing contact(s). If you haven’t received your invoice or need to update your billing contact, please email ar@rinsed.co.

Where can I view or download invoices?

You can request access to your Rinsed Billing Portal to view and download your invoices at any time.

Can I update my payment method or billing information?

Yes! You can update payment details, billing addresses, and contacts directly in your Billing Portal.

I requested portal access but didn’t get anything.

This may mean your email isn't currently authorized. Contact us at ar@rinsed.co and we’ll help.

💸 Fee Structure & Line Item Details

What triggers an Implementation Fee?

Implementation fees apply when:

• A new location is added to the CRM, Support Agent, or Salespath platform
• New hardware or branded materials are deployed

What is a Successful Call Outcome, and how is it billed?

How is the E-Commerce Commission charged?

Depending on the pricing structure of your contract, Rinsed may apply a commission on memberships originated from a Rinsed membership form.

This commission:

• Does not apply to one-time purchases like washbooks, gift cards, or single washes
• Does not apply to membership updates (e.g. changing credit cards or plan upgrades)
• Is clearly outlined in your signed agreement under the Products & Services section

If you’re unsure which commission model applies to you, reach out to your Customer Success Manager or email ar@rinsed.co.

What do line items on my invoice mean?

Please contact ar@rinsed.co if you have questions about line items on your invoices.

📲 Text Messaging & Segments

What counts as a text message?

When you send marketing or reminder messages through Rinsed, each segment counts toward your text message allowance.

For questions about your text message segment allowance, please contact ar@rinsed.co. 

What’s a segment?

A segment is a piece of a text message. Most messages are one segment, but long ones get split into multiple parts.

• Up to 160 characters of regular text = 1 segment
• 161–320 characters = 2 segments, and so on
• Emojis or special characters may reduce the number of characters needed to consume one segment
• Picture messages (MMS) = 2 segments

What’s an MMS?

MMS stands for “Multimedia Messaging Service.” It’s just a text that includes a picture or video — for example, a message that shows a photo of your car wash or a coupon image.

How are extra messages billed?

If you go over your included segments per location, we charge $0.02 per extra segment.
We recommend consulting with your Customer Success Manager to ensure your segment usage aligns with expectations.

Are all messages counted?

Not all of them. Here’s what is and isn’t counted:

🧾 Administrative Requests

How do I request a W-9? Please email ar@rinsed.co and we’ll send it right over.