Subscription and Billing Terms

DialCru offers monthly subscription plans (“Plans”) and, where agreed in writing with DialCru, annual Plans. A Plan is made up of a platform subscription for your organisation and a licence for each active agent. An active agent logs in to production or handles customer calls in the month; agents who are set up but inactive are not charged. Annual Plans are billed upfront for the full year and may provide a discounted rate compared to monthly Plans.

All Plans automatically renew for successive periods of the same length unless cancelled in accordance with Section 6.

You must maintain an active DialCru account with accurate contact and billing information.

All pricing is listed exclusive of applicable taxes (VAT, GST, sales tax, etc.).

DialCru may update pricing or introduce new charges. We will provide at least 30 days’ advance notice via email and/or in-app notification. Revised pricing applies only at the start of your next billing cycle following the notice period.

You must maintain a valid payment method (credit card, debit card, debit order, EFT, or supported alternative). By adding a payment method, you authorize DialCru (via its payment processor) to charge that method for all fees.

If a payment fails, DialCru may retry up to three times over a period of 10 days. If payment remains outstanding, access may be suspended until the balance is paid.

You authorize DialCru to charge your payment method for subscription fees, usage-based charges, taxes, and any additional agreed charges.

Voice AI, telephony, AI quality assurance, independent agents and certain features are billed on a usage basis in addition to your Plan fee, in these units:

• Voice AI billable minute: the duration charged for Voice AI under your agreed terms.
• Telephony minute: a carrier-billed minute. Transfers and simultaneous call legs can add more than one.
• QA analysed minute: audio or transcript duration evaluated by AI quality assurance.
• Booked agent hour: accepted, paid time for an independent agent, as set out in your quote.

Usage rates are shown in your DialCru account. They depend on your configuration and are confirmed with you before activation.

Usage is calculated in real time and billed at the end of each monthly billing cycle.

DialCru may charge usage fees immediately if your usage exceeds USD 5,000 (or the equivalent in your billing currency) in a single billing period, to prevent fraud, credit risk, or abuse. You will be notified upon such a charge.

You are responsible for all applicable taxes unless you provide a valid tax-exemption certificate. If DialCru is required to collect taxes, such taxes will be listed as a separate line item.

You may cancel your subscription at any time by written notice to DialCru or, where available, from the billing settings in your DialCru account.

Cancellation stops future billing. Your subscription remains active until the end of the current paid period. No refunds or credits are issued for mid-cycle cancellations or partial months.

Downgrading to a lower-tier Plan follows the same rules as cancellation and takes effect at your next renewal.

No refunds or credits are issued for partial months, unused time, or unused features.

If you cancel an Annual Plan within 14 days of initial purchase or annual renewal, DialCru will issue a full refund. After 14 days, no refunds are provided.

Usage-based fees, including Voice AI, telephony and QA minutes and booked agent hours, are non-refundable.

No refunds are provided for accounts suspended or terminated due to violations of the Terms of Service, Acceptable Use Policy, or Calling Compliance rules.

If you believe you were incorrectly charged, you must contact DialCru within 30 days. Verified errors will be corrected or refunded.

Free trials or trial credit may be provided for certain Plans. A valid payment method may be required.

You will not be charged until the trial ends. If you do not cancel before the end of the trial, you will be automatically billed for the next billing period.

DialCru may suspend access if invoices remain unpaid.

DialCru may immediately suspend or terminate your account, without refund, if you engage in any of the following:

• spam or nuisance calling
• fraud
• abusive or illegal activity
• violations of our Acceptable Use Policy, Calling Compliance rules, or Terms of Service

Upon termination for any reason, all outstanding or unpaid amounts become immediately due and payable.

Overdue amounts accrue interest at 1.5% per month, or the maximum rate permitted by law.

You agree to reimburse DialCru for all reasonable collection costs and attorney fees incurred in recovering unpaid amounts.

You agree to contact DialCru to resolve any billing dispute before initiating a chargeback with your bank or card issuer.

If you file an unjustified chargeback, DialCru may:

• suspend or terminate your account, and
• pursue recovery of the disputed amount plus chargeback fees and associated costs.

After cancellation or termination, your data, including call recordings and transcripts, may remain accessible for up to 30 days.

You may request early deletion of your data.

After the retention period, DialCru may permanently delete your account data unless legally required to retain it.