Call Minutes and Fair Use Terms

1.1These Terms form part of the Terms of Service. Words defined there have the same meaning here.

1.2Clauses 2, 3, 5 and 6 describe how the Service measures and limits use at the date of this version, and apply to every Account, including a trial. Clause 4 concerns purchased Call Minutes and is not yet in force: online sales are closed and no Call Minutes are sold.

2.1Only Calls consume Call Minutes. Use of a Device through the API or the Dashboard, including its screen, applications, virtual microphone and virtual camera outside a Call, is not metered in Call Minutes.

2.2A Call consumes Call Minutes for the time it is connected, that is, from the moment the Guest and the Persona are both in the Call until it ends.

2.3Call time is charged per started minute. The first Call Minute is charged at connection and a further Call Minute at the start of each following sixty (60) seconds. A Call connected for 25 seconds uses one Call Minute; a Call connected for 61 seconds uses two.

2.4No Call Minute is charged for the time a Call is waiting for a Guest, for a Call that no Guest joins, or for a request to start a Call that the Service refuses.

2.5The record of Call Minutes kept by the Service is the basis for the balance. If you believe a Call was measured wrongly, open a ticket within sixty (60) days of the Call and we will review the record.

3.1Each Account has a balance of Call Minutes and a date until which the balance may be used (the Period End). Both are shown in the Dashboard and returned by the API.

3.2Call Minutes that are unused at the Period End expire. They are not carried over to a later period and are removed from the balance when the next allowance is credited.

3.3A Call Minute belongs to the period in which it starts. A Call Minute that starts before the Period End is completed even if it runs past it; the next Call Minute requires a usable balance in the new period.

3.4There is no overage. A balance cannot fall below zero. When no usable Call Minute remains, a running Call is ended at the end of the minute already charged and a request to start a Call is refused. The Device and the rest of the Service continue to work.

3.5Call Minutes granted without charge, including a trial allocation, are subject to clauses 2 and 3, may be changed or withdrawn by us for the future, and are never refundable. The amount and period of a trial allocation are those shown in the Account.

4.1Call Minutes are sold as an allowance for a billing period. On each renewal the balance is set to the allowance purchased and the Period End is set to the end of the new billing period.

4.2Purchased Call Minutes are not refundable, have no cash value and cannot be transferred, subject to the Refund and Cancellation Policy.

4.3If payment for a period fails or is reversed, the Call Minutes credited for that period may be removed.

5.1The Service runs on shared infrastructure. To protect it for all customers the following limits apply and may be enforced automatically:

1. (a)the number of Devices per Account is the number shown in the Account;
2. (b)requests to the API are rate-limited per API Key and per network address, and a request above the limit is refused with an error;
3. (c)an uploaded file may not exceed the size stated in the Documentation;
4. (d)new support tickets and support messages are limited per Account per day and per hour;
5. (e)messages to the support assistant are limited per Account per day;
6. (f)one Call may run on a Device at a time, and a Call has a maximum duration stated in the Documentation.

5.2You must not use a Device for a workload whose main effect is to consume processing power, memory, storage or network capacity, such as cryptocurrency mining, bulk media transcoding or operating as a network relay.

5.3Where an Account's use materially degrades the Service for others, we may limit the resources available to its Devices or suspend them under clause 15.2 of the Terms. Where practicable we will tell you first.

5.4The current values of the limits in clause 5.1 are stated in the Documentation and may change. We will not reduce a limit that is a stated feature of a paid plan during a period that has been paid for.

6.1We may change these Terms in accordance with clause 22 of the Terms. A change to the metering rules in clause 2 or to expiry in clause 3 does not apply to Call Minutes already purchased for a period in progress.

Protremix Technology Limited, Office A, Innovation City Business Centre, RAK BANK ROC Office, Ground Floor, Al Rifaa, Sheikh Mohammed Bin Zayed Road, Ras Al Khaimah, United Arab Emirates. Licence no. 07011554. Printable copy: PDF.