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How it works

A subscription buys a package of minutes for the month. Calls come out of the package first, and only once it is used up out of the organization’s prepaid balance, at your plan’s rate. Package minutes do not roll over: the package renews on the day the subscription renews. Every call is rounded up to a whole minute. A call shorter than 10 seconds (somebody hung up during the greeting) uses no minute: it is free while you have package minutes left, and costs a flat 0.03 PLN once the package is used up. A widget conversation and a phone call count against the same package at the same rate. SMS, phone numbers and extra outbound channels are not part of the package: they always come out of the balance.

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Plans

Annual billing: Start and Pro for the price of 10 months, Business for 11. The package is the same as on monthly billing and still renews every month. You switch between Free, Start, Pro, Business and Partner yourself on the Billing page. A paid plan is paid via a Stripe subscription and activates after payment. Enterprise is arranged individually.

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Changing plan mid-period

Switching to another paid plan (up, down, or from monthly to annual) is a new subscription you pay for in Stripe. The new plan starts its own period on the day you buy it: you pay its full price and get its full minute package at once. The previous subscription is cancelled, so you never pay for two at the same time. The money for the paid but unused part of the previous plan’s period is not lost: it goes to your balance as a Plan change credit, in PLN, in proportion to the time left until the end of that period. The panel shows the amount before you continue to payment. Example: Start at 249 PLN switched to Pro on day 5 of a 30-day period leaves 207.50 PLN on your balance, and Pro costs 399 PLN for its new period.
  • What counts is what you actually paid for the current period: a trial, an unpaid invoice or a 100% promotion code gives no credit.
  • The previous plan’s package minutes do not move to the new plan; only their value in PLN does, on your balance.
  • You spend the balance on calls past the package, SMS, numbers and extra channels. It is not paid back to your card.
  • Switching to Free cancels the subscription at once and credits nothing.
Organizations with an individually negotiated per-minute rate keep it across plan changes. Customers who bought a plan before packages existed stay on their terms (199 PLN and per-second billing) for twelve months and are never migrated automatically.

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7 days free

On Pro the first 7 days of the subscription are free, once per organization and only for a new customer: an organization that has ever paid for a plan (Start, Business or another) switches plans at full price. You enter a card at purchase; the first charge lands after 7 days. The trial carries a hard cap of 60 minutes, and the agent only answers: outbound calls turn on with the first payment. When the 60 minutes run out the agents stop answering until the first payment, but you do not have to wait for day 8: under Billing click Pay now and end the trial (the same button is in the notification and in the e-mail about the used-up minutes). The card you gave at purchase is charged at once, the trial ends and the agents keep talking on the plan’s full minute package. If the bank declines the payment, the trial carries on and the panel shows why.

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Partner plan

The Partner plan is for agencies that run voice agents for their clients under their own brand. You open a separate account for each client, pay for all of them from one balance at the wholesale rate of 0.35 PLN a minute, and 5 client accounts are included in the subscription. Agency team access, client packages, what the client sees in billing, and your own brand and domain are covered in Partner plan.

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The Free plan: 30 minutes a month

A new organization gets 30 minutes of widget conversation a month on Free, renewed every cycle, no card. Free has no telephony. Past the package, calls come out of the balance at 0.45 PLN a minute, if you top it up.

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What the balance pays for

  • Minutes past the package - every call rounded up to a whole minute, at the plan rate, booked when the call ends. A call under 10 seconds costs a flat 0.03 PLN past the package.
  • SMS - priced per message part. To Poland 0.25 PLN a part (Partner 0.19 PLN), other countries per the country table. A message with Polish characters fits 70 characters in one part; longer ones split into parts of 67. The part count is visible in the transaction history.
  • Phone numbers - a one-off purchase fee and a monthly renewal fee, at the prices shown under Numbers. A plfon number your agent has called somebody from stays on the account for at least 3 months from purchase (releasing it earlier pays the missing periods). A test call to your own phone number from registration and the assistant’s morning briefing do not start that minimum.
  • Extra outbound channels - beyond the plan’s, monthly from the balance.
Partner promo codes, the referral programme and bonus minutes are covered in Promo codes and referrals.

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Top-ups and auto top-up

On Billing you top up the balance via Stripe: quick amounts of 50 / 100 / 250 / 500 PLN or a custom amount from 50 PLN to 10,000 PLN. For the first 30 days after the account is created a single top-up (and the auto top-up amount) is at most 1,000 PLN. An invoice is issued for every top-up (you can enter a VAT id). The balance updates shortly after payment. Every payment of the account, the subscription, top-ups and the auto top-up card, goes to one Stripe customer, so you enter your VAT id, name and address once and see every invoice in one portal. Auto top-up keeps the balance from running out mid-day. When it drops below the equivalent of 30 minutes of calls at your plan rate, the saved card is charged the amount you set (100 PLN by default). After every auto top-up you get an e-mail with the amount, the balance after it and where to change the amount. Safety rules: at most 3 top-ups a day, and after 3 card declines within a day auto top-up switches itself off and e-mails you. On paid plans it is on by default once a card is saved: when you save the card, the panel and an e-mail tell you the amount and the threshold it will be charged at. One switch turns it off.

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Promo codes and referrals

A new account (up to 30 days after sign-up) can enter one welcome benefit in the wizard or under Billing: a partner promo code or another business’s referral code, not both.
  • A promo code adds bonus minutes or balance credit at once.
  • A referral rewards both businesses with 100 bonus minutes once the referred account pays its first plan invoice (a real payment, not the 0 zł invoice of the trial). A balance top-up does not count.
Bonus minutes are spent after the package minutes and before the balance, and do not expire with the billing period.

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Refunds and payment disputes

Refunding a top-up (in full or in part) takes off the balance what that refund was worth in credit. If part of the top-up was already spent on calls, the balance can go below zero. Refunding a subscription payment does not change the balance. When a card payment is disputed with the bank (a chargeback), the account’s outbound calls are paused until the dispute is settled. Answering calls and the widget keep working. A won dispute lifts the pause by itself; a lost one takes the disputed top-up off the balance. If it was a mistake, contact us.

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Alerts

You get an e-mail and a banner in the panel:
  • at 80% and 95% of the package, and when it runs out,
  • when the balance covers about 20, 10 and 5 minutes past the package.
Each step alerts once. A top-up closes the episode and the next dip alerts again from the top. No SMS.

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What happens at zero balance

Answering never simply stops. When the package is gone and the balance does not cover the next call:
  • with a fallback number set under Billing, an inbound call is bridged to that number as a plain phone call (not billed); the fallback number has to be a Polish landline or mobile, a foreign or premium-rate (70x) number is not dialled and the caller hears the announcement instead,
  • without one, the caller hears a short, neutral announcement asking them to call back shortly, and the call ends.

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Failed payment: a day of grace

One rule for every payment you arranged that did not go through: a subscription renewal and a declined auto top-up alike.
  • A declined auto top-up, and a failed subscription renewal once you have paid an earlier plan invoice, give you a day of grace: AI calls work normally for 24 hours from the first failed attempt. Stripe’s further attempts and further card declines do not move that deadline.
  • The first payment after the 7 free days gets no grace: the bridging above applies at once.
  • After the grace, until you pay, inbound calls go to the fallback number or the announcement.
  • A balance that simply ran out, with no auto top-up, gets no grace.
A failed subscription payment sends an e-mail and a notification with the end of the grace; the banner under Billing shows the same deadline. Stripe tries three times; after the third failure the account is suspended, but agent configuration and numbers are kept for 30 days. Paying the invoice in that time restores everything at once.

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A number renewal the balance does not cover

Numbers renew monthly from the balance. When the balance is not enough:
  • 3 days before the renewal you get an e-mail and a notification with the amount and the date (unless auto top-up is on, which refills the balance by itself);
  • on the renewal day the fee is still taken, the balance goes negative and the number keeps working. You get an e-mail and a notification with the date of the next renewal: that is your grace, one billing period;
  • if the balance falls short again at the next renewal, the number is released back to the pool (with an e-mail too). The reminder 3 days before says so.
A covered renewal resets the count of unpaid periods.

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Call length ceiling

The plan caps the length of one call: Free 5 minutes, Start and Pro 30 minutes, Business 60 minutes. In an agent’s settings (the Settings tab, Max Call Duration) you can set less, never more: the slider stops at your plan’s limit, and a higher value saved earlier is lowered to the limit on save. Agents created with the wizard default to 10 minutes. A website widget session lasts at most 5 minutes whatever the plan. A call in which nobody speaks for about 30 seconds is ended: after 15 seconds the agent asks whether the caller is still there, after another 15 it says goodbye. When the caller says they need a moment (“hold on, let me get the order number”), the agent waits up to a minute before it starts counting the silence. The agent does not cut a call off mid-sentence. A minute before the limit it is told to wrap up naturally: finish the current point, sum up what was agreed and say goodbye. If the call still reaches the limit, the agent finishes the sentence it is speaking, says goodbye in its own language (“I’m sorry, we’ve reached the time limit for this call, so I have to end it here. Thank you for talking with me, goodbye!”) and hangs up only once that line has been spoken. Limits shorter than 2 minutes get no one-minute warning.

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Where you see the balance and usage

  • Billing - the package (minutes used of included), balance, 30-day spend by category and the full transaction history (every call, SMS, number renewal and top-up with the balance after each).
  • Overview / Analytics - minutes, call counts and costs over time.
  • Usage - every call with the amount that actually left the balance and how it was billed: “under 10 s”, “1 min from package” or the minutes past the package. A call inside the package costs 0.00, a short call past it 0.03. The daily breakdown shows billed minutes (after rounding); hover a number for the talk time.

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FAQ

Do unused minutes roll over? No. The package renews in full on the day the subscription renews. What happens when the balance hits zero? Calls within the package keep working. Past the package, inbound calls go to the fallback number or the caller hears the announcement. SMS is blocked until you top up. Numbers stay yours, but after two unpaid renewal periods in a row they return to the pool; you get an e-mail before and after every unpaid renewal. Is a call that broke off billed? Yes, once. If a call ended in a failure on our side before it was billed, the nightly billing run bills it from its stored length (stored every 30 seconds, so at most half a minute less, in your favour). Can I go back to Free? Yes, any time. The subscription is cancelled immediately. Free does not include phone numbers: assigned numbers are released after the grace period. Where do I manage my card and invoices? The “Manage payments and invoices” button on Billing opens the Stripe portal. The card for auto top-ups is added with a separate button in the Auto top-up section.