Question 1

How does the 14-day trial work?

Accepted Answer

Ask for a trial and we set up your organization on the Pro plan for 14 days, no card needed. You get an email invitation to create your account. When the trial ends, choose a plan to continue. If you don't, the paid features switch off and you owe nothing.

Question 2

Why is Monara priced per project?

Accepted Answer

Exhibitions often sit in different legal entities, and each one needs its own invoice. A project is one organizing property, such as an exhibition series or a company site, with its events and their editions under it. Each project has its own plan and its own invoice.

Question 3

Which plan do I need?

Accepted Answer

Starter is for a site with no events: pages, news, forms, contacts and analytics. Pro adds events, registration, ticketing, the exhibitor portal and hotel reservations, with up to 5 active events. Max removes the event limit and adds exhibitor and visitor dashboards, business matching and chat. A company with many projects can take the Organization plan, priced for you.

Question 4

What counts as an active event?

Accepted Answer

An event whose page or registration is live. Finished events become archives and stop counting, so past editions stay in your account without using a slot.

Question 5

Can one project have more than one site?

Accepted Answer

Yes. Each project includes one site, and you can add more as an add-on. The sites share the project's data, so three shows in one hall can run on one exhibitor list and one ticket database.

Question 6

Is hosting billed separately?

Accepted Answer

No. Servers, the database, email delivery, file storage, security updates and backups are in every plan. Adding back-office users costs nothing either.

Question 7

How am I billed?

Accepted Answer

Per project, monthly or yearly, in advance. Monthly invoices go out on the 20th of each month. Paying for a year costs less than twelve monthly invoices.

Question 8

What are usage fees?

Accepted Answer

From Pro up, ticketing and hotel reservations are included and billed on use. A paid ticket counts once its order is paid; a free ticket counts only when its holder checks in. A hotel reservation counts once it is confirmed. Usage appears on your next invoice, and the rates are on the pricing page.

Question 9

Do my ticket buyers pay Monara a fee?

Accepted Answer

No. We invoice you, the subscriber, and never add a fee to what your buyers or hotel guests pay.

Question 10

How do I pay an invoice?

Accepted Answer

Online from the payment link on the invoice, or by bank transfer to the account printed on it with the invoice number in the transfer note. We send a receipt once the payment arrives.

Question 11

Why is there no VAT on the invoice?

Accepted Answer

PT Levenium Digital Indonesia is not yet registered as a VAT-collecting business (Pengusaha Kena Pajak), so our prices and invoices carry no VAT. If that changes, we will tell you before the first invoice that includes it.

Question 12

Where do I find my invoices?

Accepted Answer

Every invoice is emailed to your organization's finance address. Owners and admins can also open every invoice and receipt in the dashboard under Billing.

Question 13

Can I cancel at any time?

Accepted Answer

Yes. Email us from an owner of your organization. The subscription stays active until the end of the period you have paid for, and no further invoice is issued for it.

Question 14

Do you refund the rest of my month or year?

Accepted Answer

No. A cancelled subscription runs to the end of the paid period, and the unused part is not refunded.

Question 15

When do you give money back?

Accepted Answer

When an invoice was paid twice, when we billed you wrongly, or when you could not use Monara for a long stretch because of a fault on our side. Email us within 14 days of the invoice date with the invoice number.

Question 16

If I refund a ticket to a buyer, do I get the ticket fee back?

Accepted Answer

No. Usage fees are for transactions that already happened, so they stay on the invoice when a ticket or reservation is later cancelled or refunded.

Question 17

I bought a ticket to an event. How do I get a refund?

Accepted Answer

Ticket refunds follow the policy of the event's organizer, who runs the event. Contact them through the event's website or the email on your ticket.

Question 18

Who owns the data in my account?

Accepted Answer

You do. Event details, pages, contacts and registrations stay yours. We process them only to run the service for you, and we never sell personal data or use it for advertising.

Question 19

Can I export my data?

Accepted Answer

Yes. Contacts, registrations, orders and exhibitors export from the dashboard as spreadsheets while your account is active.

Question 20

Can I bring data over from my old tools?

Accepted Answer

Contacts and exhibitors import from a spreadsheet. On the Organization plan, onboarding includes a data migration done with our team.

Question 21

What does whitelabel mean?

Accepted Answer

Your brand and your domain, with no Monara name on the dashboard, e-tickets, emails or event websites. It comes with the Organization plan, or as an add-on on any other plan.

FAQ

Trial and plans

Billing and payment

Cancelling and refunds

Your account and data

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