Billing and Tax Policy

SIMCOAI uses Stripe Checkout and the Stripe Customer Portal where available for payment methods, invoices, tax IDs, coupons, subscription changes and billing recovery.

Do not send card details through chat, voice, email or support tickets.

Subscriptions may begin with a trial period. Where a trial applies, a payment method is collected at checkout but is not charged during the trial. New trials stop automatically at the end of the trial unless you choose to keep the plan. Your checkout and dashboard show the terms that apply to your subscription.

Where pay-as-you-go is enabled on your account, usage beyond a plan allowance may be charged as overage on the same payment method and shown on your invoices. Where it is not enabled, the metered capability may stop instead. Your dashboard usage panel is the authoritative view of consumption against allowance.

Phone numbers carry a monthly charge per number, separate from plan fees. If you cancel your subscription, any phone numbers and active add-ons on your account are released and cancelled automatically as part of cancellation, so they stop being billed — you do not need to release them yourself. You can also release a number you no longer need at any time from the dashboard, without cancelling your whole plan; a released number cannot be reclaimed if you rejoin later.

Prices are shown in GBP and may exclude VAT or other taxes unless checkout or the invoice indicates otherwise. Add your company billing details and VAT number before your first invoice where possible: details added afterwards do not retrospectively amend invoices already issued. SIMCOAI does not provide tax advice.

Browser voice takeover is included with phone-enabled access. Once the handoff connects, the human conversation does not use AI model tokens or AI speech and voice processing allowances. AI usage already incurred before takeover remains counted, including the normal rounding of voice usage. Ordinary call minutes and any applicable call overage continue until the call ends; the handoff is not a free telephone call.

Prices are shown in GBP unless stated otherwise and may exclude VAT or other taxes unless Stripe Checkout or invoices show otherwise.

Customers are responsible for accurate billing address, tax status and any reverse-charge, exemption or accounting treatment that applies to them.

Where VAT applies, Stripe Checkout collects your billing details and applies UK VAT at the standard rate to UK customers. If you are a VAT-registered business outside the UK, you can provide a VAT or tax identification number at checkout; where the reverse charge applies, VAT is not added to our invoice and you account for it yourself under your own jurisdiction’s rules.

Subscriptions are billed in GBP. If your card is charged in a different currency, your card provider — not SIMCOAI — sets the exchange rate applied and may add its own conversion fee.

Trials may require legal acceptance, business-use confirmation, payment setup or other checks. Trial features can be limited, withdrawn or converted according to the chosen flow.

If billing fails, paid features may be restricted while billing recovery remains accessible.

Add-ons are monthly subscription items billed through Stripe alongside your base plan. An add-on activates once payment is confirmed and pauses automatically if payment fails, the base subscription lapses or a required approval is withdrawn; it resumes when billing is back in good standing.

Add-on prices, allowances and any fair-use conditions are shown at checkout. Removing an add-on takes effect at the end of the current paid period unless stated otherwise.

Prepaid credit is bought in advance and is drawn down as you use the service. It is consideration for future service usage on your account, not a deposit, stored-value instrument or general-purpose payment method, and it cannot be transferred to another account or withdrawn as cash.

When your credit reaches zero, chargeable activity that relies on it stops rather than continuing and creating a balance you have not seen. Your subscription and its included allowances are unaffected and continue as normal.

Automatic top-up is switched off unless you enable it. If you enable it, you authorise us to charge your saved payment method for the amount you set whenever your balance falls to the trigger you set. That authorisation is limited by a monthly ceiling you choose, and we will stop attempting further automatic top-ups after repeated failed charges until you intervene. You can disable automatic top-up at any time, and a configuration that would immediately re-trigger itself is refused rather than charged.

We do not currently apply an expiry period to unused prepaid credit. If we introduce one we will give you advance notice and the opportunity to use or seek a refund of the affected balance. Refunds of unused credit are handled under the refunds clause below and under your statutory rights where they apply.

Your subscription, trial and add-on status update automatically from Stripe as soon as payment events are confirmed, so the features and allowances in your dashboard always reflect what you have paid for.

If your dashboard does not reflect a recent payment or change within a reasonable time, use the Sync with Stripe control on the Billing page or contact [email protected] and we will correct it promptly.

If a renewal payment fails or a card is declined, we retry it and email you to update your payment details. Paid features remain available for a short grace period — at least 24 hours from when the failure is confirmed — to give you a fair chance to put it right before anything changes.

If payment is still not resolved after the grace period, the dashboard locks with a message stating the reason and a link to either update your card or restart a plan, depending on what has happened to the subscription. Locking access does not cancel your subscription or waive fees already due; it stops until payment is put right. Losing access this way is not the “unavailability” referred to in the SLA & Support policy, because it results from an unpaid account rather than a service fault.

SIMCOAI is a business-to-business service, so consumer cooling-off rights do not normally apply. Except where required by law or expressly stated in the Terms of Service (for example pro-rata refunds on material changes, plan retirement or prolonged force majeure), fees for periods already started are non-refundable. Any goodwill credit is at our discretion and does not create a precedent.

If you believe an invoice is wrong, contact [email protected] within 30 days of the invoice date and we will investigate promptly; undisputed amounts remain payable. Raising a card chargeback without first contacting us may result in suspension of paid features while the dispute is resolved. Nothing in this policy affects rights that cannot lawfully be excluded.

A full description of when a refund is, and is not, available — including the situations named above and how a pro-rata amount is calculated — is set out in our separate Refund Policy, which forms part of this agreement in the same way as this page.

Invoices and billing history may be retained for accounting, tax, audit, fraud prevention and legal reasons. Account deletion does not automatically remove records that must be retained.

Contact [email protected] from the business account email for billing help. Include business name, Stripe invoice/session reference if available, plan and the issue date.

The Customer should decide who may buy a Plan, add-on, number or prepaid credit and who may change automatic top-up settings. A person with valid account authority may create a binding order for the business through the checkout or dashboard. We may require confirmation or a fresh verification step for a sensitive purchase. The Customer should review the displayed price, billing period, tax treatment and recurring terms before approving it. A saved quote or abandoned checkout is not a charge.

If an unauthorised person uses a credential the Customer failed to protect, the Customer should notify us promptly so we can contain further purchases and investigate. We remain responsible for charges caused by our own error or breach. A disagreement inside the Customer’s business about spending authority should be resolved by that business, subject to any rights that cannot lawfully be excluded.

Usage may be recorded at different points by SIMCOAI and an external provider. A live dashboard counter can therefore differ temporarily from a final invoice, especially after a delayed event, reversal or correction. We will use the applicable price and the reliable event record for the chargeable period, and will investigate a particularised query about a bill. The Customer should give the invoice or event reference and explain the expected amount without sending payment credentials by email.

If a duplicate or incorrect charge is confirmed, we will correct it through a credit, refund or adjusted invoice as appropriate. A pending bank authorisation is not necessarily a captured payment. The Customer should allow ordinary settlement time and check its billing history before repeating a checkout. We will not describe a disputed charge as resolved until the relevant payment and ledger records agree.

Displayed prices and tax treatment depend on the Customer’s location, status and the information it provides. The Customer should give accurate billing details and a valid tax identifier where relevant, and update them when its circumstances change. We will issue invoices and collect taxes where applicable under our obligations. We cannot promise that a tax position displayed for incomplete or inaccurate details will remain correct once the facts are known.

A tax adjustment may require a corrected invoice or credit note rather than editing a historical invoice in place. The Customer is responsible for its own tax reporting and should seek professional advice where needed. SIMCOAI support can explain how its charges were calculated but does not act as the Customer’s tax adviser. A refund of a charge will include the corresponding tax adjustment where required.

Prepaid credit is applied to eligible charges in the order and manner described at purchase. It is not a bank account, cash equivalent or transferable stored value. The Customer should check which products a balance can pay for before adding funds. Where automatic top-up is enabled, the Customer chooses its trigger and amount and should monitor usage and payment methods. A top-up may fail if the payment provider declines it; in that case a credit-funded feature may pause when the remaining balance is exhausted.

We will show the purchase and use of credit in billing records. We will not silently increase a Customer’s selected top-up amount. A disputed or unused balance is handled under the Refund Policy, subject to lawful deductions for charges already incurred. If we retire a credit-funded feature, we will explain how the affected balance can be used or returned.

If a recurring payment fails, we may retry through the payment provider and give the Customer an opportunity to update its payment method as described in the Terms. Access can be limited after the applicable grace or trial period, but the Customer should still be able to review billing and take the steps needed to resolve the account. A retry should not be treated as a new subscription purchase unless a new order is clearly placed.

The Customer should keep a valid billing contact and check notices about failed charges. If a payment is shown as complete by the provider but access remains blocked, it should contact support with the payment reference, not full card details. We will reconcile the payment and account state. A billing lock should not be used to prevent a lawful data request or to deny an accrued refund.

The Customer should contact billing support with a specific concern before starting a payment dispute where practical. This gives us a chance to review the order, usage and refund terms and correct an error quickly. The right to use a bank or card dispute process is not removed by this request. When a dispute is opened, we may provide the provider with relevant transaction and acceptance evidence, limiting personal data to what the process needs.

A successful chargeback does not necessarily cancel an otherwise valid debt, and an unsuccessful chargeback does not remove a genuine refund right. We will not charge an invented penalty merely because a Customer raised a good-faith dispute. If an account is suspended due to suspected payment abuse, the Customer may provide evidence and ask for review. The Terms and Refund Policy determine any amount ultimately owed.

A recurring price change should be explained before it takes effect under the notice period in the Terms, with the new amount and affected renewal date. A new usage charge or optional add-on should be shown before the Customer enables or buys it. We should not reclassify an included feature as separately charged without the contractual change process. Taxes may change because of law or corrected billing information and should be shown on the invoice. The Customer may cancel or decline a change as the Terms allow, and any prepaid amount due back is calculated under the Refund Policy. A display error is investigated on its facts and does not authorise a hidden charge.

A Customer whose product access is limited for a failed payment or expired trial should still have a practical route to view the billing state, update payment, contact support and request a refund or lawful export. The route may require identity verification. We should not require the Customer to accept an unrelated add-on to resolve a billing lock. A paid service may resume after payment confirmation and account checks complete; a bank pending status alone may not be confirmation. We will investigate a mismatch between provider payment status and account access. Security or legal restrictions may still require separate resolution even after payment.

Before renewal, a Customer should review its Plan, add-ons, numbers, credit settings and billing contact. We should display or make available the current recurring items and applicable notices of a price change. If an item is removed, the next invoice should reflect the effective date and any credit due. A payment method update is not itself an order for a higher Plan. If the account shows a different Plan from the paid invoice, the Customer can provide the invoice reference and we will investigate and correct the entitlement or charge. We should not make a Customer pay twice merely because a worker or provider has not yet reflected an already confirmed payment.

A Customer may download or request the invoices and transaction information available for its account. It should keep its own accounting copies and tell us promptly if a business name, tax number or charge appears wrong. We may issue a corrected invoice or credit note while preserving the original accounting trail; simply editing a historical invoice can make records misleading. We will explain the adjustment and avoid charging an already paid amount again. The Customer’s right to query an invoice does not permit it to withhold unrelated undisputed charges indefinitely. Each party should provide the relevant references and work to reconcile the account.