Intercom
Fin · Customer service
Contract terms
| Term | What the agreement says | Clause | Agreement | Source |
|---|---|---|---|---|
| Auto-renewalFin (vendor agreement) | Yearly and multi-year subscriptions renew automatically for successive 12-month terms unless either party gives written non-renewal notice; month-to-month subscriptions renew each monthNote"The Subscription Term will automatically renew for additional, successive twelve month periods (each, a 'renewal term'), unless either party gives the other written notice of intent not to renew at least thirty (30) days prior to expiration" | MSA 7.1 | Intercom ToS, eff. 2026-09-08 | source [3] |
| Notice periodFin (vendor agreement) | At least 30 days before the end of the initial or then-current renewal term, in writing (to accountsreceivable@intercom.io)NoteNon-renewal notice for yearly/multi-year subscriptions | MSA 7.1(b) | Intercom ToS, eff. 2026-09-08 | source [3] |
| Termination for convenienceFin (vendor agreement) | Month-to-month subscriptions may be cancelled at any time in Dashboard Settings, effective on the last day of the then-current monthNoteNo convenience termination is stated for yearly or multi-year terms | MSA 7.1(a) | Intercom ToS, eff. 2026-09-08 | source [3] |
| Renewal upliftFin (vendor agreement) | Intercom may adjust pricing for any plan or Service to its then-current list price at the start of any renewal termNote"Intercom reserves the right to adjust pricing for any service plan and/or any Service(s) to the then-current list price upon the start of any renewal term" | MSA 7.2 | Intercom ToS, eff. 2026-09-08 | source [3] |
| Payment termsFin (vendor agreement) | Fees due within 30 days of invoice, unless paying by a Recurring Payment Method or otherwise specified in the Order Form | MSA 7.2 | Intercom ToS, eff. 2026-09-08 | source [3] |
| Late payment interestFin (vendor agreement) | 1.5% per month of the amount due, or the maximum allowed by law, whichever is lessNote"Any late payments will be subject to a service charge equal to 1.5% per month of the amount due or the maximum amount allowed by law, whichever is less" | MSA 7.2 | Intercom ToS, eff. 2026-09-08 | source [3] |
| True-upFin (vendor agreement) | Changes to contracted usage or plan are prorated from the change date; seats activated above the contracted quantity are billed as additional usage charges, prorated and invoiced the next periodNoteOverage and pay-as-you-go charges are calculated on published list pricing and/or the Order Form unit price | MSA 7.2(c)-(d) | Intercom ToS, eff. 2026-09-08 | source [3] |
| SuspensionFin (vendor agreement) | Intercom may suspend access if the account is 30 or more days overdue, or if use violates the AUP or the Agreement | MSA 7.4 | Intercom ToS, eff. 2026-09-08 | source [3] |
| Termination for breachFin (vendor agreement) | Either party may terminate on an uncured material breach (incl. non-payment) 30 days after written notice, on cessation of operations, or on bankruptcy not dismissed within 60 days; Intercom may terminate immediately for an incurable breachNote30-day cure period; 60-day dismissal window for insolvency proceedings | MSA 8.2 | Intercom ToS, eff. 2026-09-08 | source [3] |
| Liability capFin (vendor agreement) | Each party's total liability capped at the amount paid or payable by Customer in the 12 months before the claim, except Excluded ClaimsNoteExcluded Claims (General Restrictions, Customer Obligations/indemnity, confidentiality breach) are uncapped | MSA 12.2 | Intercom ToS, eff. 2026-09-08 | source [3] |
| Governing lawFin (vendor agreement) | Laws of the United States (including federal arbitration law) and the State of California, without regard to conflicts of law | MSA 16.3(b) | Intercom ToS, eff. 2026-09-08 | source [3] |
| Changes to the agreementFin (vendor agreement) | Intercom may modify the Agreement; changes take effect at renewal or on a new Order Form; if imposed mid-term for legal, product or pricing reasons and Customer objects, Customer may terminate for a pro-rata refund of prepaid fees | Modifications to this Agreement | Intercom ToS, eff. 2026-09-08 | source [3] |
| Public-sector carve-outFin (vendor agreement) | US Government end users receive the Services as commercial computer software with restricted rights under FAR 12.212 and DFARS 227.7202 | MSA 16.11 | Intercom ToS, eff. 2026-09-08 | source [3] |
| DisputesFin (vendor agreement) | Unresolved disputes are resolved by final, binding, individual arbitration before NAM after a 30-day Initial Notice of Dispute negotiation; class actions and jury trials are waivedNoteDispute resolution | MSA 16.3(a)-(c) | Intercom ToS, eff. 2026-09-08 | source [3] |
| OtherFin (vendor agreement) | Neither party may assign the Agreement without consent, except in connection with a merger, reorganization, acquisition or transfer of all or substantially all assets or voting securitiesNoteAssignment | MSA 16.1 | Intercom ToS, eff. 2026-09-08 | source [3] |
| OtherFin (vendor agreement) | Trial Subscriptions run 14 days (or another period Intercom grants), solely for evaluation; Intercom may end a trial at any time for any reason; no warranty, indemnity, support or SLA obligations applyNoteIf no paid term is entered before the trial ends, the Agreement terminates; a paid term starts automatically only where the Order Form, Additional Product Terms or advance notice says so | MSA 2.8 | Intercom ToS, eff. 2026-09-08 | source [6] |
| OtherFin (vendor agreement) | Either party may terminate if the other seeks bankruptcy, receivership, creditors' arrangement or comparable protection, or such a proceeding is brought against it and not dismissed within 60 daysNoteTermination on insolvency | MSA 8.2(c) | Intercom ToS, eff. 2026-09-08 | source [6] |
| OtherFin (vendor agreement) | Terms in any customer purchase order or business form do not supersede or modify the Agreement and have no legal effectNotePrecedence over customer purchase-order terms | MSA 16.5 | Intercom ToS, eff. 2026-09-08 | source [6] |
| TaxesFin (vendor agreement) | Fees exclude taxes; Customer pays all Taxes and legally required fees Intercom must charge; withholding is grossed up so Intercom receives the full amount; invalid or missing VAT number lets Intercom charge tax at the local prevailing rate | MSA 7.2(e) | Intercom ToS, eff. 2026-09-08 | source [6] |
| RefundsFin (vendor agreement) | Except as expressly set out in the Agreement, all fees are non-refundable | MSA 7.2(e) | Intercom ToS, eff. 2026-09-08 | source [6] |
Price changes
- Promotion started Essential New customers save 35%: $19 instead of $29 USD 19 source [5]
- Increase: Price up Pro $99 → $100 / month (+$1, +1.0%) Global source [1]
Sources
- Intercom Pricing | Plans for every team size Vendor page.
- [1] Captured 12 Oct 2026.
- [2] Captured 26 Sep 2026.
- [5] Captured 22 Oct 2026.
- Compare Intercom vs Zendesk | AI-First Customer Service Vendor page.
- [3] Captured 26 Sep 2026.
- Intercom Integrations: Connect Your Tools & Switch from Zendesk Vendor page.
- [4] Captured 26 Sep 2026.