> ## Documentation Index
> Fetch the complete documentation index at: https://docs.riloworks.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How Billing Works

> Rilo uses a prepaid wallet — you fund a balance, and completed work draws it down. No subscription, no per-seat fees.

## 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](https://www.riloworks.com/pricing).

## 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.

## 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.

## 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.

## 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](mailto:support@riloworks.com). See
[What Rilo Can't Do](/working-with-rilo/what-rilo-cant-do) for the full boundary.

| Request                                       | What Rilo does                                                                                                     |
| --------------------------------------------- | ------------------------------------------------------------------------------------------------------------------ |
| "Summarize our invoices from last quarter."   | Completes it — this is information work.                                                                           |
| "How does Rilo billing work?"                 | Answers from this documentation.                                                                                   |
| "Refund this customer."                       | Escalates to [support@riloworks.com](mailto:support@riloworks.com) — Rilo does not process refunds.                |
| "Top up our balance." / "Change our billing." | Escalates to [support@riloworks.com](mailto:support@riloworks.com) — make changes yourself in the customer portal. |

## Questions about billing

For invoices, receipts, or anything about your account that you can't resolve in the customer
portal, email [support@riloworks.com](mailto:support@riloworks.com).