Legal
Billing & Refund Policy
Last updated: April 1, 2026
This Billing & Refund Policy explains how charges are assessed on the VoxConduit platform, how connection credits work, and the conditions under which refunds may be issued. This policy is incorporated by reference into our Terms of Service.
1. Prepaid Credit Model
VoxConduit operates on a prepaid connection credit model. All plans require upfront payment before services are rendered. Credits are purchased in packages and deposited into your contractor account balance. There are no subscription fees on Starter, Growth, or Pro plans — you pay only for the credit package you purchase. The Enterprise Flat-Rate Plan ($3,000/month) is billed on a recurring monthly basis.
2. When a Credit Is Charged
One connection credit is deducted from your balance only when all of the following conditions are simultaneously met: • Whisper accepted: The contractor pressed digit "1" in response to the VoxConduit whisper prompt before the call was bridged. • AMD negative: VoxConduit's Answering Machine Detection confirmed the call was answered by a human, not a voicemail system. • Duration threshold met: The connected call between contractor and consumer lasted more than 60 seconds, measured from the moment the bridge was established. If any one of these conditions is not satisfied, no credit is deducted. There is no charge for missed calls, declined calls, busy signals, voicemail detections, or calls that disconnect before 60 seconds.
3. Credit Pricing by Package
• Starter Pack — 5 credits for $175 ($35/credit) • Growth Pack — 15 credits for $480 ($32/credit) • Pro Pack — 50 credits for $1,400 ($28/credit) • Enterprise Flat-Rate — $3,000/month (monthly cap on spend) Credits do not expire and carry over indefinitely to future billing periods (except Enterprise Flat-Rate plans, which are billed monthly and do not accumulate credits across months).
4. Enterprise Flat-Rate Cap
Under the Enterprise Flat-Rate Plan, once your total monthly spend reaches $3,000, all additional billable connections processed during that calendar month are provided at no additional charge. The monthly counter resets on the first day of each calendar month. Unused free connections under the cap do not carry over to the following month.
5. Low Balance Notifications
VoxConduit will notify you by email when your credit balance falls below the minimum threshold required to accept a connection ($35 for standard plans). If your balance reaches zero, your account will be automatically paused and calls will not be routed to your number until credits are repurchased.
6. Payment Methods
We accept major credit and debit cards processed through our secure payment partner. All transactions are encrypted. VoxConduit does not store card numbers. Failed payments will result in account suspension until resolved.
7. Refund Policy
All credit purchases are generally non-refundable. VoxConduit will consider refund requests only under the following exceptional circumstances: • Platform error: A credit was deducted due to a verified bug or malfunction in VoxConduit's routing or billing infrastructure, and the call does not meet the billable event criteria defined in Section 2. • Duplicate charge: Your payment method was charged more than once for the same credit package due to a processing error. • Account termination by VoxConduit: If VoxConduit terminates your account for reasons other than a Terms of Service violation, unused credits may be refunded at VoxConduit's discretion. Refund requests based on call quality, consumer behavior, failure to close a sale, or dissatisfaction with inbound call volume are not eligible for refunds. VoxConduit provides routing infrastructure; we do not guarantee business outcomes.
8. Dispute Process
To dispute a charge, contact us at billing@voxconduit.com within 30 days of the charge date. Include your account identifier, the call SID or date/time of the disputed call, and a description of the issue. VoxConduit will review the call record — including duration, whisper response, and AMD result — and respond within 5 business days. Initiating a chargeback with your payment provider before contacting VoxConduit through this process may result in immediate account suspension.
9. Taxes
Prices listed on VoxConduit do not include applicable taxes. You are responsible for any sales, use, VAT, or similar taxes imposed by your jurisdiction on purchases made through the Platform.
10. Changes to This Policy
VoxConduit reserves the right to modify pricing and this Billing Policy with 30 days' advance notice via email. Changes will not affect credits already purchased at the prior price.
For billing questions, contact billing@voxconduit.com. For general inquiries, admin@voxconduit.com.