You pay for the seconds it worked, and nothing else.

1. 01

   The principle behind all of this

   You should pay for calls the service actually did work on. Every rule below comes from that one idea, and where a rule and the idea disagree, the idea wins and we will fix the rule.

   Voice billing has a bad reputation for a reason. Rounded minutes, billed ring time and unexplained line items are normal in this industry. None of them are used here.

2. 02

   What is never billed

   • Ring time, connection time and anything before the first spoken line
   • Any call handed to a person inside the first thirty seconds, which is zero rated in full
   • The seconds after a transfer completes, including the whole of your colleague conversation
   • Calls that failed because the service could not reach your calendar, order system or CRM
   • Calls dropped by a fault on our side, identified by the call record rather than by you arguing
   • Test calls made during setup, before the line is live to real callers
   • Recording, transcription, summaries and the decision log, which are included on every plan
3. 03

   Refunds that happen without you asking

   These are applied as credits on the next invoice, with the affected call identifiers listed so you can check the arithmetic.

   Platform outage

   Every minute inside a confirmed outage window, credited in full

   Availability below target

   Service credits where monthly availability falls under 99.9 percent

   Misrouted handoffs

   Calls transferred to the wrong queue because of a defect on our side

   Duplicate billing

   Any minute billed twice, credited with the duplicate reference shown

   Rule breach

   Any call where a rule of the line was broken because of a defect, credited in full

4. 04

   Refunds on request

   Ask within 30 days of the invoice and we will look at the call records with you. If the records show what you describe, the credit is issued without further discussion.

   • Calls where the service answered in the wrong language despite the configuration being correct
   • Calls where it kept going after a caller clearly asked for a person
   • Calls where it quoted a slot, status or amount that your system did not actually hold
   • Minutes used by a configuration change you did not authorise
   • The first month after go-live, if a call type never reached a usable state and you want to stop
5. 05

   What is not refunded

   • Minutes spent on calls that went exactly as configured, even if the configuration turned out to be wrong
   • Calls where the service read your systems correctly and your own data was out of date
   • The monthly base fee for a month already begun, since numbers and integrations stayed live
   • Telephony charges from your own carrier, which we never billed and cannot credit
   • Usage inside an annual commitment that was not reached, unless the shortfall came from an outage
   • Minutes billed more than 90 days ago, because call records age out of the dispute window
6. 06

   How a disputed invoice is settled

   Tell us which line you dispute and roughly why. The disputed portion pauses immediately. The undisputed portion stays due, because pausing an entire invoice over one line helps nobody.

   We then look at the same call records you can see: duration, the moment the first line was spoken, the moment of transfer, the systems touched, and the handoff reason. A dispute is settled on the record rather than on who argues better. Most are resolved within three business days.

   If we are wrong, the credit appears on the next invoice with the call identifiers listed. If the records support the charge, we show you the specific calls so you can decide whether the configuration needs changing.

7. 07

   How credits and refunds are paid

   Default

   Credit on the next invoice, applied automatically

   Closing account

   Refunded to the original payment method within 10 business days

   Prepaid balance

   Unused balance refunded on closure, with no expiry applied

   Currency

   Refunded in the currency charged, at no conversion cost to you

   Evidence

   Every credit carries the call identifiers it relates to

8. 08

   Cancelling

   Monthly plans can be cancelled at any time and run to the end of the paid month. No exit fee, no notice period, no retention call. Usage already incurred is invoiced as normal.

   Annual agreements run to their term. If a committed volume was never usable because of something on our side, the remainder is refunded rather than held.

   Point your numbers back to your own line before the end date. Nothing is more avoidable than a caller meeting silence because a forward was left in place.

Where a signed agreement sets different commercial terms, that agreement governs.