Billing and Payments

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How billing works

Your billing depends on where you subscribed: App Store (iOS):

• Billed by Apple
• Charges appear on Apple account
• Manage through iPhone settings

Play Store (Android):

• Billed by Google
• Charges appear on Google account
• Manage through Play Store

Web/Desktop (Stripe):

• Billed directly by Allo via Stripe
• Charges appear as “Allo” or “The Mobile First Company”
• Manage through billing portal

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Get your invoices

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Subscribed in the app

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Subscribed on web

Stripe invoices: Automatic email:

• Sent immediately after each payment
• From: [email protected]
• Subject: “Your Allo invoice”
• PDF attachment included

Where to find your invoices:

1. Open the Allo desktop or web app
2. Go to Settings > Billing
3. In the Invoices section, click “View invoices” (or “Manage” on your subscription)
4. The Stripe billing portal opens with your full invoice history
5. Open any invoice to view it or download the PDF

Missing invoice?

• Check spam/junk folder
• Search for “Allo” or “Stripe” in email
• Contact support with payment date

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Payment methods

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View and update payment

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Billing cycles

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Monthly billing

How it works:

• Charged same day each month
• Example: Subscribe Jan 15 → charged 15th monthly
• Automatic renewal
• Cancel anytime

Pro-rated charges:

• Adding seats mid-month → partial charge now, full next month
• Upgrading plan → difference charged immediately

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Annual billing

How it works:

• Charged once per year
• One-year commitment
• Better value (save up to 29%)
• Automatic renewal after year

Reminder:

• Email sent before renewal
• 7 days notice
• Cancel before renewal if needed

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Failed payments

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What happens

If payment fails: Day 1:

• Payment attempt fails
• Email notification sent
• Service continues temporarily

Day 3:

• Automatic retry
• Second email notification

Day 7:

• Final retry attempt
• Service may be suspended
• Final notice email

After 7 days:

• Account suspended
• Cannot make/receive calls
• Data preserved for 90 days

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Fix payment issues

Steps to resolve:

1. Update payment method
   • Follow instructions above for your platform
   • Add valid card with sufficient funds
2. Payment retries automatically
   • Once method updated
   • Usually within 24 hours
   • Service restored immediately
3. Contact support if issues persist
   • We can manually retry
   • Help resolve billing issues
   • Restore access quickly

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Taxes and VAT

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United States

Sales tax:

• Applied based on billing address
• Varies by state
• Shown at checkout
• Included in invoice

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European Union

VAT (Value Added Tax):

• Applied to EU customers
• Rate depends on country
• Business customers can provide VAT ID
• Reverse charge may apply

Provide VAT number:

• Contact support with VAT ID
• We’ll add to your account
• Future invoices adjusted

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Other countries

Local taxes:

• Applied where required by law
• Shown at checkout
• Included in final price

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Company information

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Update billing details

For proper invoicing: Web subscriptions:

1. Billing portal > Account details
2. Update company name
3. Add business email
4. Add VAT number (if applicable)
5. Update address
6. Save changes

App subscriptions:

• Managed through Apple/Google
• Cannot customize invoice details
• Contact Apple/Google support

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Refunds

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Refund policy

General policy:

• No refunds for partial billing periods
• Monthly: Cancel anytime, no refund for current month
• Annual: One-year commitment, no refund for early cancellation (7-day window for special cases)

We refund in full:

• Technical issues preventing service use
• Billing errors
• Duplicate charges
• Charges after a completed cancellation, including trials you meant to cancel

Request refund:

1. Contact support
2. Explain situation
3. Provide payment details
4. We’ll review and respond

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Platform-specific refunds

App Store:

• Request from Apple directly
• Apple decides on refunds
• We cannot process App Store refunds

Play Store:

• Request from Google
• Google decides on refunds
• We cannot process Play Store refunds

Stripe/Web:

• Contact Allo support
• We process directly
• Faster resolution

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Payment history

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View past payments

Web subscriptions:

1. Billing portal
2. Invoices section
3. Complete payment history
4. Download any invoice

App subscriptions:

• View in App Store or Play Store
• Purchase history
• Download receipts

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Troubleshooting

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Need help with billing?

Contact support:

• Email: [email protected]
• In-app: Settings > Support
• Response time: Under 24 hours

Include in your message:

• Account email
• Issue description
• Payment date (if applicable)
• Invoice number (if available)

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