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

Access billing portal:

1. Desktop app > Settings > Billing
2. Click “Manage” on subscription
3. Opens Stripe billing portal
4. View all invoices
5. Download any invoice

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 28-29%)
• 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 30 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

Exceptions:

• Technical issues preventing service use
• Billing errors
• Duplicate charges

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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