Billing and Refund Policy

1. Plans, usage, and add-ons

Plans, prices, and what each includes are on the Pricing page. Billing is monthly today; annual billing is coming soon. Before you pay you see the price, the billing frequency, the date of the first charge, and how to cancel. Calls work on every plan; the live AI copilot during calls is available from the Pro plan.

Usage. In addition to the monthly plan price, usage is billed from the first unit, at the same rate on every plan:

• An SMS segment holds up to 160 characters, or up to 70 if the message has characters such as á, í, ó, ú or emoji. A longer message is split into several segments and each one is billed.
• Voice minutes are counted per started minute.
• Voice and SMS rates are domestic: outbound calls, SMS and Sofía calls only go to numbers in the United States (including its territories) and Canada. You cannot call or text other countries, the Caribbean countries that share the +1 code, or premium numbers (900/976).
• Inbound usage (the SMS you receive and the minutes of calls you receive) is billed on subscriptions created on or after October 16, 2026. If your subscription is older, you are not billed for it today; if that changes, we will notify you 30 days in advance, as section 2 says.

Add-ons. They are purchased separately from the plan in Settings > Billing:

If you already have a subscription, you keep your prices. The prices in this section apply to subscriptions and add-ons purchased on or after October 16, 2026. If you already pay for a plan or an add-on (for example, Sofía at the previous price), you keep its price until we notify you of a change 30 days in advance.

2. How we bill

• We bill in advance, at the start of each period, through Stripe. Bindloops does not store your card numbers.
• Your subscription renews automatically at the end of each period, at the then-current price, until you cancel it.
• We email you a receipt after each charge.
• We notify you 30 days before any price increase or any new charge on your subscription. Once annual billing is available, we will also notify you 30 days before an annual plan renews.
• Sign-up does not include a free trial today. If we ever offer you one, we will notify you before the first charge.
• Usage charges (voice minutes, SMS segments, WhatsApp messages, basic and premium AI tokens, and extra Sofía minutes) are billed as consumed, at the rates in section 1, and appear on your invoice at the close of each period. On prepaid balance accounts (section 10), usage is not invoiced: it is deducted from the balance.
• Prices do not include taxes. We may charge taxes where applicable based on your billing address; if they apply, you will see them separately before you pay and on your receipt.

High-usage alerts and pause. Each plan shows a monthly reference usage on the Pricing page ("up to X / month"), which grows with the agents you pay for. It is not included usage: everything is billed by use. So you are not surprised:

• We alert you in the app when you reach 80% and 100% of that reference usage. After that you keep using the service normally and usage is billed.
• If outbound usage reaches twice (2×) the reference usage, we pause new SMS and WhatsApp sends, outbound calls, and usage-billed AI until your account's Owner or an Admin approves continuing for that period. The approval is logged and expires when the period renews.
• Inbound is never paused: the SMS and calls you receive always come in. They count toward the alerts, but not toward the pause.
• On subscriptions created before October 16, 2026, we only send the alerts for now, without pausing. If we turn the pause on for your account, we will notify you first.

3. Plan changes

You can upgrade or downgrade at any time from Settings > Billing. Before you confirm the change, the payment portal shows you the amount to be charged or the credit in your favor.

4. Failed payments

If a charge fails, we retry it and email you so you can update your payment method. After 14 days without payment we may pause the account; your data is not deleted because of that, and while it is paused you can go to Billing to pay and download your contacts as CSV.

5. Cancellation

You can cancel at any time from Settings > Billing, online and without calling. Cancellation takes effect at the end of the period already paid: until then you keep using the service, and no further renewals are charged. After that you can export your data: we keep your client records (documents and call recordings) for 90 days after cancellation and then delete them, as explained in section 14 of the Terms.

6. 30-day guarantee

If this is your first Bindloops subscription and you cancel within 30 days of the first charge, we refund that first subscription payment in full. The guarantee applies once per agency.

• To use it, cancel from Settings > Billing or write to hello@bindloops.com within the 30 days.
• It does not include usage charges already consumed (voice minutes, SMS segments, WhatsApp messages, AI tokens, and extra Sofía minutes) or role-play sessions already used, because they are third-party costs.
• The one-time Done-For-You service fee is refunded in full if we have not yet started the setup.

7. Other refunds

Outside the guarantee, we do not refund partial periods or unused months, unless the law requires otherwise or the charge was our mistake. If you believe we charged you in error, write to hello@bindloops.com within 60 days of the charge and we will review it.

8. How refunds are paid

Refunds go back to the same card or payment method, within 5 to 10 business days after approval, depending on your bank. Before opening a dispute with your bank, write to us: we can almost always resolve it faster.

9. Buying your landing page

If you have a landing page built on Bindloops and want to take it with you, you can buy it for a one-time payment of $497, or $249 if you paid for the Done-For-You Enterprise service. The price that applies to your account is shown in Settings > Billing before you pay.

• What you get: an exported copy of your landing as it is published on the delivery date: the HTML and CSS code, the images and other files, and the copy. What you contributed (copy, photos, logos) remains yours. For the design and code we created for your landing, we grant you a perpetual permission, with no additional fees, to use, modify, and publish them anywhere.
• What is not included: the Bindloops engine (forms connected to the CRM, automations, online booking, analytics, AI assistants, and Compass), the Bindloops marks, and your contacts or leads, which you export separately from the CRM. Forms are delivered as a standard contact form that you connect to your own service. If an image or font is under a third-party license that cannot be transferred, we will tell you and replace or remove it.
• Domain: if Bindloops registered your landing's domain, we transfer it to your name (we give you the authorization code to move it to your registrar). If you already own the domain, we help you point its DNS to your new hosting. Addresses under bindloops.com are not transferred. Domain renewals after the transfer are paid by you.
• Delivery: after payment we contact you to coordinate delivery of the export and the domain transfer.
• Refund: if we cannot deliver the export, we refund the payment in full. Once delivered, the payment is non-refundable.
• After delivery: hosting, security, maintenance, and legal compliance of the site (notices, licenses, consent on your forms) are your responsibility.

10. Prepaid balance (Beca Amari)

Some accounts, such as Beca Amari accounts, pay for usage from a prepaid balance instead of the invoice. These rules apply to those accounts:

• Manual top-ups from $20. Choose $20, $50, $100, or any amount from $20. You confirm every top-up: no automatic top-ups, and your card is not left open for usage.
• Two buckets: promotional credit and paid balance. Promotional credit is used first.
• Promotional credit expires at the end of the first 90-day period. It is not refundable, transferable, or redeemable for cash.
• Caps: each account has a daily cap and a limit on simultaneous operations. The Owner or an Admin may also set a daily or monthly cap per agent. Days and months follow the account time zone.
• Low-balance alerts: we alert you at $5 (you can raise that threshold) and at $1, in the app and by email; never by SMS. With no balance, new paid actions are blocked until you top up.
• Refund on cancellation: unused paid balance is refunded to the same card you used to top up, minus operations in progress and pending phone-number rent. Promotional credit is not refunded or transferred: it expires on cancellation.
• Incoming messages without balance: incoming SMS always reach your inbox, but without balance they do not trigger automations. If in one month you receive more than US$10 in incoming SMS without balance, we notify you and your numbers may be suspended until you top up.
• STOP and START (BAJA/ALTA) confirmations: the message confirming that someone opted out of (or back into) your messages is always sent, even with no balance; Bindloops absorbs that cost and it is not deducted from your balance.
• Phone-number deposit: when you buy a number we hold a separate rent deposit. It stays held until the end of the month in which the number is released; then we deduct the actual rent and return any remainder to your balance.
• AI call copilot: it is charged by the tokens each suggestion actually uses, not per suggestion. Before each suggestion we hold the maximum possible amount and then deduct only what was used; fractions of a cent add up in your account and are charged once they reach a full cent, so you never pay more than your actual usage at your account rate.