Included-Usage Terms

1. What these terms cover

Every Closelio plan includes a monthly amount of texting, calling, email and phone numbers. These terms explain what's included, how it's counted, what happens when you run out, the limits that apply before your A2P 10DLC registration is approved, and the carrier fees we pass through. They're part of the Terms of Service.

2. Monthly allowances

{{TODO: decide whether to disclose that AI voice campaigns also have an internal monthly voice usage safeguard (campaigns pause with "This month's voice usage limit was reached. Contact support to raise it."). See the counsel packet.}}

How usage is counted:

• SMS segments. A long text is split by carriers into segments: up to 160 characters for a single text and 153 characters per segment for a longer one, or 70 and 67 characters if it contains emoji or other special characters. Each segment counts once. Texts written by AI replies count the same way as texts you send. Incoming texts don't count. If a text fails or is not delivered, its segments are returned to your allowance.
• AI voice calls. Each call placed by an AI voice agent counts once, whether or not it's answered.
• Manual dials. Each outbound call you or your agents place, including each line dialed by the Power Dialer, counts once, whether or not it's answered.
• Phone numbers. Numbers active on your account. {{TODO: confirm whether numbers beyond the included amount are billed at the extra-number rate; billing currently charges every active number.}}
• Shared allowance. Usage in every workspace billed to the same subscription, including the agency workspaces an agency owner runs, counts against one shared allowance.

3. When allowances reset

Allowances reset on the first day of each calendar month (UTC), not on your billing date. Unused allowance does not roll over. Annual plans get the same monthly allowances, reset monthly. AI voice campaigns paused because an allowance ran out resume automatically when the allowance resets.

If your subscription is canceled, unpaid, paused or its first payment is incomplete, it carries no included allowance until it is active again.

4. Going past your allowance

Overage is off by default. While it's off, sending texts, placing AI voice calls or placing manual dials in the category you've used up pauses until your allowance resets or you turn overage on.

Until 1 November 2026, going past an allowance shows a warning but does not pause anything. From 1 November 2026, the pause described above applies.

If you turn overage on in billing settings, usage past your allowance is charged from your prepaid Closelio wallet at these rates:

Your wallet must have a balance for overage to work. If overage is on and your wallet is at $0, usage past your allowance pauses until you add funds. You can turn on auto-recharge, which tops your wallet up by an amount you choose when it falls below a threshold you choose. Wallet top-ups are charged to your saved payment method.

We may change overage rates with at least 30 days' notice.

5. Limits before A2P 10DLC approval

US carriers require businesses that text from standard local numbers to register a brand and campaign ("A2P 10DLC"). We file this registration for you when you sign up. Carriers decide whether and when to approve it, and that can take days or weeks.

Until your brand is approved and your campaign is verified:

• Calling: each seat can place up to 300 outbound calls per day (midnight to midnight, US Eastern time).
• Texting: sending texts to contacts is unavailable.

These limits lift automatically, usually within a minute of carrier approval. They do not apply to accounts we've told you are exempt.

6. Power Dialer add-on

On Starter, the Power Dialer is an optional add-on billed monthly alongside your plan:

Pro and Scale include the Power Dialer with up to 15 lines at no extra charge.

7. A2P registration fees

Carriers and The Campaign Registry charge fees to register and maintain your A2P 10DLC brand and campaign. We pass these through at cost:

Registration fees are not refundable once filed, even if a carrier rejects the registration, because carriers charge for each review. If a carrier rejects your registration, we'll tell you what to fix and refile. {{TODO: confirm whether a refiling after rejection is charged again.}}

8. Platform safety limits

To protect deliverability and your numbers' reputation, we apply sending limits that apply on every plan. Daily limits run midnight to midnight, US Eastern time.

• Up to 2,500 outbound calls per workspace per day, and per-number limits on how fast a single number can dial.
• A daily texting limit for new accounts that starts at 950 messages per day and rises by 50 a day to 1,250 per day from the seventh day, plus a limit of 1,250 messages per day from any single number.
• Calls only between 8 a.m. and 9 p.m. in the contact's local time, plus stricter state rules where they apply.

We may adjust these limits to respond to carrier requirements or abuse. Changes that reduce your plan's allowances take effect 30 days after notice.

9. Fair use

Allowances are for your own business's legitimate outreach. They can't be resold, pooled across unrelated businesses, or used to get around carrier limits. We may restrict usage that violates the Acceptable Use Policy or the Communications Compliance Addendum, even if it's within your allowance.