Billing & Credits Policy

Each paid plan includes a monthly allowance of credits (“included credits”). Included credits are reset each billing period. Unused included credits do not roll over to the next period.

Included credits are an entitlement of your active plan, not a stored balance. If your plan changes mid-period, your included credit allowance is recalculated based on the new plan.

Trial and Hobby plans also include a limited credit allowance for testing and evaluation purposes.

Credits are consumed across the Platform’s metered activities, including but not limited to:

• Live connected minutes on outbound voice calls
• OCR (optical character recognition) pages processed from your documents
• Post-call extraction and structured output generation
• Production connector actions (e.g., CRM updates, calendar events)

Credit consumption is recorded in the Usage Ledger and counted toward your included and extra credit allowances. Usage calculations may be subject to rounding and rating rules.

“Extra credits” means credits beyond your monthly included allowance. Extra credits may come from credit pack purchases, promotional grants, support adjustments, or migration allocations.

Included credits are consumed first. Extra credits are consumed only after your included credits for the period have been exhausted. Extra credits that remain unused at the end of their expiry period are lost and do not roll over.

Extra credits are usage entitlements, not cash, stored value, currency, or a wallet balance. They cannot be redeemed for cash, refunded automatically, or transferred between accounts.

Eligible customers on Starter, Growth, and Scale plans may purchase additional credit packs through the Billing Settings section of the Platform. Credit packs are one-time purchases processed through Stripe.

Each credit pack has a fixed number of credits and a listed price. The credit packs available for purchase are displayed in your Billing Settings. A pack may be unavailable if it has not been configured for purchase.

Purchased extra credits are added to your account after the Stripe payment is confirmed. In most cases this happens within seconds, but payment processing or webhook delivery may cause brief delays. If you do not see your extra credits shortly after purchase, refresh the Billing Settings page or wait a few moments.

Credit pack purchases are available only to customers on active paid plans (Starter, Growth, Scale) with a linked Stripe customer account and an active billing status. They are not available on Trial, Hobby, or Enterprise plans. Enterprise customers should contact their account team for custom usage arrangements.

Eligibility may change based on your plan, billing status, or account standing. Purchases may be declined if your billing period is unresolved or if the feature is not enabled for your plan.

Extra credits purchased through a credit pack expire at the end of the current billing period in which they are purchased. They do not carry over to future billing periods.

If your current billing period ends soon, the purchase interface will display a warning before you complete the purchase. You should review your period end date before purchasing to ensure you have sufficient time to use the credits.

Upgrades. When you upgrade your plan (e.g., from Starter to Growth), the upgrade takes effect immediately after payment is confirmed. Your included credit allowance is recalculated based on the new plan for the current billing period. Usage already consumed in the current period remains counted. Extra credits you purchased remain active until their original expiry date.

Downgrades and cancellations.Downgrades and cancellations generally take effect at the end of your current billing period. You will retain your current plan’s included credits and any active extra credits until the period ends.

Plan changes do not automatically refund or adjust previously purchased extra credits. Extra credits are not tied to a specific plan and remain available until they expire.

Payments for subscriptions and credit packs are processed through Stripe, a third-party payment processor. By making a payment, you agree to Stripe’s terms and policies. DialoGrove does not store your full payment card details.

Credit pack purchases are one-time payments and are not subscriptions. They do not recur and do not change your plan or subscription billing.

Payment processing may involve brief delays. If a payment succeeds but extra credits are not immediately visible, they will appear once payment confirmation is received by the Platform (usually within moments).

Credit pack purchases are generally non-refundable. Refunds are at our sole discretion and may be considered on a case-by-case basis. Contact us at support@dialogrove.com if you believe a refund is warranted.

If a payment is reversed, disputed, or refunded through Stripe, we may revoke or adjust the associated extra credits.

Trial and Hobby plans include a limited credit allowance for evaluation. Credit pack purchases are not available on these plans. To access extra credits or higher included credit allowances, upgrade to a paid plan (Starter, Growth, or Scale) through the Billing Settings section.

Enterprise customers receive custom credit allowances and usage arrangements. Self-serve credit pack purchases are not available on Enterprise plans. Enterprise customers should contact their account team to discuss additional usage needs.

Credits are usage entitlements tied to your billing period and plan. They are not a digital wallet, stored-value instrument, electronic money, virtual currency, or cash equivalent. Credits have no cash value, cannot be withdrawn, transferred, or redeemed for money, and do not constitute property or a financial product.

We may update this Billing & Credits Policy from time to time. Changes take effect when posted. Your continued use of the Platform after changes are posted means you accept the updated policy. Material changes will be communicated through the Platform or by email where appropriate.