Voice calls while using Plivo’s services are subject to carrier regulations within the region of use and the region that the call is made and or received. When using the Plivo platform, the following conditions and surcharges will apply:

  • The Abandoned calls during any applicable calendar month should be less than 20%. If more than 20% of total call attempts are Abandoned Calls during any applicable calendar month, Plivo reserves the right to charge, and Customer will pay, the Abandoned Call Surcharge with respect to those Abandoned Calls in excess of such threshold. The percentage of Abandoned Calls is determined by dividing the total number of Abandoned Calls by the total number of calls. Abandoned calls are defined as calls initiated by Plivo, which are of zero (0) seconds in duration, where the end user has not answered, or has rejected/missed the calls. Abandon Call Surcharge - $0.01 per call.

  • The Average Call Duration (ACD) during any applicable calendar month should be greater than Ninety (90) seconds. If the Average Call Duration during any applicable calendar month is less than ninety (90) seconds, Plivo reserves the right to charge, and Customer will pay, an ACD Surcharge equal to ‘The number of minutes Customer would have used if the Average Call Duration would have equaled ninety (90) seconds with respect to the number of calls actually completed”, minus “The number of minutes Customer actually used with respect to the calls actually completed”, multiplied by “The ACD Surcharge”. ACD Surcharge - $0.012 per minute.

  • Short Duration Calls during any calendar month should be less than 5%. If, during any calendar month, 5% or more of Customer’s completed calls are Short Duration Calls, Plivo reserves the right to charge, and Customer will pay, a surcharge per Short Duration Call. Short Duration calls are defined as calls initiated by Plivo, which are less than 15 seconds in duration, where the end user has answered the calls. Short Call Duration Surcharge - $0.03 Per call.

  • Incomplete calls to Incoming Toll Free Numbers during any calendar month should be less than 5%. If more than 5% of total call attempts are Incomplete Toll Free Calls during any calendar month, Plivo reserves the right to charge, and Customer will pay, the Incomplete calls to Incoming Toll Free Call Surcharge with respect to those incomplete Calls in excess of such threshold. The percentage of Incomplete calls to Incoming Toll Free Calls is determined by dividing the total number of Incomplete Toll Free Calls by the total number of calls. Incomplete calls to Incoming Toll Free Numbers are defined as calls received by Plivo on a specific Toll Free number, which are of zero (0) seconds in duration, where Plivo Customer who owns/rented the Toll Free number has not answered, or has rejected the calls. Incomplete calls to Incoming Toll Free Call Surcharge - $0.10 Per call.


For ACD, eg:


If the call is a 10 second call, the surcharge for it will be (90 - 10) X ($0.012/60) = $0.016


Any Plivo account usage that occurred due to fraudulent attack(s) on your website or application will be your own responsibility. Plivo has no liability or responsibility towards any such attacks or traffic. Further, all costs related to usage of services in such a scenario will need to be paid for in full by you. Plivo will provide reasonable assistance that you may require for any legal verification, that is within its responsibility and ability to do so. In such a scenario, this can affect the credit rating of your Company and any special privileges that Plivo may be offering to your Company. Some of the Plivo services will require a verified address prior to service activation. In the event of any information request from a law enforcement authority or the end Carrier, You will need to provide such information within a 24 hour period. You will be responsible to ensure that the end-user information is compliant with service restrictions applicable. Plivo is not under contractual obligation to provide any subpoena or legal documentation while requesting for additional information.


Fee Disputes. If you have any dispute with regards to fees associated with your account, please contact us through our support portal at https://www.plivo.com/contact/support within 30 days of the date of the activity that generated such dispute, and we will attempt to resolve the matter. Any and all refunds issued to resolve such a dispute shall be issued as credits to your account, but in no event shall there be any cash refunds. Disputes older than 90 days shall not be entitled to any refunds or credits.


For more info: Read Legal/tos