How billing works

A call counts toward your plan once it's answered and lasts at least 30 seconds, subject to the exclusions below. This floor excludes short misdials and hang-ups; a longer wrong-number call is not automatically free.

Your dashboard's answered-calls count has no such floor — it shows every call the assistant picked up, including ones under 30 seconds. Only calls at or past that floor add to your billed minutes, so the two numbers won't always match.

Calls we identify as spam are never billed, on any plan.

Calls our own internal testing systems place to make sure the service is working are never billed either.

A qualifying test call from your configured owner phone number during the 14-day signup activation window after your assistant number is provisioned is not billed. Calls from the owner outside that window follow the normal billing rules.

A web chat counts toward your plan once the visitor has sent at least 2 messages — a visitor who opens the chat and leaves, or asks one thing and goes, isn't billed.

Qualifying test chats verified with your configured owner phone number or owner email during the same 14-day activation window are not billed. Other chats follow the normal billing rules. Chats we classify as spam are not billed.

A returning visitor who opens the chat again in a new tab starts a new chat — it counts on its own, by the same rule.

Starter includes voice; Pro and Max include voice and web chats. Once a call qualifies, it bills in whole minutes — any part of a minute rounds up to the next one, and no single call bills more than 8 minutes, however long it runs. Extra minutes beyond your plan's allotment bill at the same per-minute rate no matter which plan you're on.

Starter, Pro and Max renew monthly until canceled. At exactly your included allowance there is no overage charge. Beyond it, voice and chat overages are charged independently, with no free-usage ceiling. The assistant keeps working and never upgrades your plan automatically. All owner-confirmed plan changes, upgrades and downgrades, take effect at the next renewal. Nothing is charged or refunded when scheduling a change. Current allowances and paid overage remain in effect until renewal; Starter gains website chat when Pro or Max begins. Subscription fees are charged in advance and metered usage is billed after it is incurred. Your checkout and billing portal show your billing date and amount. Short months may adjust the calendar date. Prices are in U.S. dollars; applicable taxes are shown at checkout or on the invoice.

If you went over your included minutes or web chats that period, the extra charges land on that same monthly invoice. Ordinary usage is included on the monthly invoice. A separately agreed charge may create an additional invoice; review the amount before confirming it. By subscribing, you authorize recurring subscription charges and applicable usage until cancellation takes effect. Unused included allowances do not roll over.

Brand accounts follow their signed agreement and order form, including seat commitments, pooled minutes and chats, independent overage caps, rollout fees, and payment terms. Adding a seat to a card-billed brand can produce an immediate prorated invoice; invoice-billed brands may receive the adjustment on a later invoice. Public monthly-plan promises do not override negotiated brand terms.

If a card payment fails, service continues during a 21-day past-due grace period while payment is retried. If the balance remains unpaid after that period and no extension applies, service can stop.

We'll reach out by email so you can update your payment method before the next retry.

Starter, Pro and Max cancel any time from Manage billing in your dashboard. Stopping call forwarding does not cancel the subscription or turn off website chat. Disable chat separately in Settings if needed.

Not a customer yet? See what each plan includes.

Ordinary voluntary cancellation takes effect at the end of the paid period. You remain responsible for usage already incurred, including a final usage invoice. Suspension for nonpayment, misuse, legal requirements, or safety follows the Terms of Service. A refund request that closes service may take effect sooner, as described below.

The dedicated AI number assigned by PliersLab is eligible for release 14 days after service cancellation takes effect, normally at the end of your paid period. This does not release your existing business number. We send a reminder during the holding period. Brand location removals follow the brand agreement and detachment process.

30-day money-back guarantee on Starter, Pro and Max. Not working out? One email, full refund, we shut it off.

For Starter, Pro and Max, request the guarantee by emailing support within 30 days after your first successful payment. We refund the amounts paid to PliersLab for that subscription during the guarantee period, including usage and taxes collected by us, to the original payment method. We arrange service closure with you so you can remove forwarding and chat embeds. Your bank or payment provider controls when the refund appears; support will confirm when it is submitted. This clarification does not reduce a more favorable refund promise made with an earlier purchase.

Outside that guarantee, unused subscription time is not automatically refunded on ordinary cancellation. Corrections, legally required refunds, and any remedy in your signed agreement still apply. Brand refunds and prepaid balances follow the signed brand agreement and order form.

Billing mistakes happen occasionally — a duplicate charge, a miscounted call. If we get something wrong, we'll correct it and refund you, no argument.

Contact us at support@plierslab.com and we'll sort it out.