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Rilo uses a prepaid wallet

Your organization funds a prepaid wallet, and the cost of work Rilo completes is deducted from that balance. Rilo is not a subscription and is not billed per seat — you pay for the work you actually use, drawn down from a balance you’ve funded in advance. There is nothing to cancel or downgrade: if you stop sending work, your balance simply stops being drawn down. For current rates, see the Rilo pricing page.

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Topping up adds funds to your wallet

When your balance runs low, you add funds with a Top up from Manage Billing in the customer portal. A top-up adds funds to your prepaid balance, and subsequent work draws down from the new total.

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Completed work draws down your balance

Rilo deducts from your prepaid balance as it completes work for you. Longer, multi-step tasks that involve research and browsing across tools consume more of your balance than quick questions. Your organization needs a positive balance to send Rilo new work. When your balance reaches zero, Rilo pauses taking on new work and tells you so, with a link to top up — it doesn’t silently drop your request. Work already in progress is allowed to finish. To resume, add funds from Manage Billing, and Rilo picks up new requests again.

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Your first 2 hours of work are on us

Every new organization starts with 2 hours of Rilo’s work, free — added automatically, so you can give Rilo a real task and see the finished work before funding anything yourself. It draws down as Rilo completes work, just like any balance. When it runs low, add more hours any time to keep your associate working.

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Rilo will not make billing changes for you

Rilo can explain how billing works and summarize your own billing data when you ask, but it will not perform billing actions on your behalf — it cannot process payments, issue refunds, or change your plan, account security, or access. Those requests are escalated to support@riloworks.com. See What Rilo Can’t Do for the full boundary.

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Questions about billing

For invoices, receipts, or anything about your account that you can’t resolve in the customer portal, email support@riloworks.com.