Billing and Refund Policy

Last updated: 11 June 2026
Effective date: 11 June 2026

This Billing and Refund Policy describes how AI Call Agent (“we,” “us,” or “our”) charges for the AI Call Agent service (the “Service”), how you can top up credits, and our refund practices. It forms part of your agreement with us (Terms of Service and EULA).

Geographic Scope (United Kingdom)

The Service and this Billing and Refund Policy apply to users located in the United Kingdom only. By using the Service, you represent that you are based in the United Kingdom. If you are outside the United Kingdom, you must not use the Service.

1. Billing Model

The Service is credit-based. You purchase or receive credits (e.g. an initial grant) and use them to place outbound AI voice calls.
Charges are per minute of call usage (or as otherwise stated in the product). The rate per minute is disclosed in the app (e.g. Settings or pricing page) and may be updated with notice.
No free minutes (unless we explicitly offer a trial or promotional credit). Every minute of a completed call is charged at the applicable rate.
Minimum balance: You must maintain a minimum balance (e.g. as shown in the app) to place a call. If your balance is below that minimum, you will be prompted to top up before placing calls.
Auto-renewal: We do not automatically charge your card for recurring top-ups unless you have explicitly subscribed to a recurring plan. One-off top-ups are charged only when you initiate a top-up.

2. How You Pay

Payment method: Payments are processed by Stripe. We do not store your full card number on our servers; card data is handled by Stripe in a PCI-DSS compliant manner.
Currency: Prices and top-ups are in the currency we display (e.g. GBP). You are responsible for any bank or currency conversion fees.
Taxes: Prices are exclusive of applicable UK taxes (e.g. VAT) unless stated otherwise. You are responsible for any taxes due in the United Kingdom.

3. Top-Ups and Limits

Minimum top-up: As shown in the app (e.g. £5 or equivalent).
Maximum top-up: As shown in the app (e.g. £500 or equivalent per transaction).
Preset amounts: We may offer preset top-up amounts (e.g. £5, £10, £20, £50, £100) and a custom amount within the allowed range.
After payment is confirmed (e.g. via Stripe Checkout and our confirmation flow or webhook), credits are added to your company balance. Balance is used when calls end; cost is deducted per minute at the then-applicable rate.

4. When We Charge (Deductions)

When a call ends: We calculate the cost based on the duration of the call (e.g. rounded up to the next minute) and the rate per minute in effect at that time. We deduct that amount from your balance.
If your balance is insufficient to cover the cost of a call, we may still allow the call to complete (or we may terminate it per our technical limits); any shortfall may be deducted from the next top-up or pursued in accordance with our Terms.
No refunds for used minutes: Once a call has been made and minutes have been consumed, we do not refund for those minutes (e.g. if the recipient hung up quickly or the call did not achieve the desired outcome), unless we are required by law or we explicitly agree otherwise (e.g. in the case of a proven technical error on our side).

5. Refund Policy

Unused top-up credits: If you have unused credits (balance) and you close your account or request a refund within a reasonable period (e.g. 30 days of the top-up), we may, at our discretion, refund the unused portion. Contact us at [BILLING_EMAIL] to request. We may deduct a reasonable administration fee or apply a minimum refund threshold.
Duplicate or erroneous charges: If you were charged in error (e.g. duplicate charge, wrong amount), we will refund the erroneous amount once verified.
Service failures: If the Service failed in a material way (e.g. call never connected due to our fault, or we charged you for a call that did not take place), we will refund or credit the affected amount.
No refund for used minutes: We do not refund for minutes already consumed on completed calls, except in the cases above (error or service failure).
Chargebacks: If you dispute a charge with your bank or card issuer without first contacting us, we may suspend your account and pursue the amount owed. Please contact us first so we can resolve billing issues.

6. Price and Rate Changes

We may change the rate per minute or top-up limits with reasonable notice (e.g. 30 days) unless the change is required by law or for security. Notice may be given by email or in-app.
Continued use after the effective date of a rate change constitutes acceptance. If you do not agree, you may stop using the Service and request a refund of unused balance in line with Section 5.

7. Invoices and Records

We (and/or Stripe) may provide receipts or invoices for top-ups. You can access billing and transaction history in the app (e.g. Settings or Billing page). We keep records for as long as required for legal and accounting purposes.

8. Contact

For billing or refund requests: support@aicallagent.ai.