Voice calls while using Plivo’s services are subject to carrier regulations within both the region where the call is made and the region where the call is received. Per our legal terms of service, the following conditions and surcharges apply:
- Abandoned calls during any applicable calendar month should be less than 20%. Abandoned calls are defined as calls initiated by Plivo that are of zero seconds in duration, where the end user did not answer or rejected or missed the calls. If more than 20% of total call attempts are abandoned calls during any applicable calendar month, Plivo reserves the right to charge an abandoned call surcharge of $0.005 per call for abandoned calls in excess of that threshold. The percentage of abandoned calls is determined by dividing the total number of abandoned calls by the total number of calls.
-
Short duration calls during any calendar month should be less than 10%. Short duration calls are defined as calls initiated by Plivo and answered by the call recipient and that are less than 6 seconds in duration. If, during any calendar month, 10% or more of a customer’s completed calls are short duration calls, Plivo reserves the right to charge a surcharge of $0.015 per short duration call.
Fee Disputes. If you wish to dispute fees associated with your account, please contact us through our support portal within 30 days of the date of the activity that generated the dispute. Refunds issued to resolve a dispute are issued as credits to your account and not as cash refunds. Disputes older than 90 days are not entitled to any refunds or credits.