Billing, Users & Cancellation
Your accepted Order and rate schedule identify the charges that apply to your account. This policy explains billing when incorporated into that agreement; it does not publish a universal rate or replace negotiated pricing. Contact [email protected] for your account’s current pricing, roster, or a billing explanation.
1. Subscription, seats, and usage
The Order must identify the base subscription, included licenses, paid license classes, add-ons, usage rates, billing frequency, and any taxes or additional fees. Full, limited, calendar-only, owner, and administrator licenses are not interchangeable: their permissions, included allocation, and billable status must be specified rather than inferred from a label. An accepted unlimited-user arrangement does not become per-seat billing merely because this policy is published.
A billable license is a paid entitlement assigned as agreed, not a count of logins. Inactivity alone does not remove an enabled paid license. Historical attribution records alone are not paid licenses. Duplicate records and invitations are not automatically additional paid entitlements. Cogent’s own support identities are excluded from customer license charges. Additional paid licenses and upgrades require an authorized customer representative’s recorded approval of the price and effective date; an existing Order may provide that authorization through clearly disclosed activation rules.
2. Metered charges and payment authorization
Metered services may include calls, messages, phone numbers, recording, transcription, email, or AI processing when ordered. The applicable schedule must describe chargeable units, rounding, allowances, overages, and relevant carrier or registration fees. Charges for call legs, message segments, failed attempts, and delayed usage records must follow that disclosed schedule. Usage estimates are not final invoices. A wallet deposit is funding, not a second charge for the same consumption. A fee containing a markup must not be described as an at-cost pass-through.
Payment authorization must identify the applicable Order, charge amount or calculation, frequency, and payment method. It is separate from optional marketing consent. Do not email card numbers or security codes to support. Revoking a payment authorization does not by itself end a service agreement, but neither does an authorization create charges beyond those agreed or lawfully owed.
3. License changes and billing questions
Send license-removal and correction requests to [email protected], identifying the account and affected users. We will confirm the effective date, access impact, and invoice treatment under your agreement. Removing paid access is distinct from deleting historical records; deletion is not a condition for requesting billing removal. Renaming a user or disabling a calendar does not itself establish that billing has stopped. Proration and minimum commitments follow your accepted terms, not an unstated default.
Ask promptly about an unfamiliar charge and provide the invoice and disputed item without sensitive payment details. We will review the agreed pricing, authorized quantity, usage, and applicable adjustments. Confirmed errors must be corrected; this process does not waive legitimate payment disputes, statutory remedies, or claims for concealed errors.
4. Renewal, cancellation, and offboarding
Your Order governs the initial term, renewal, notice deadlines, refunds, prepaid balances, and final usage. Submit cancellation to [email protected]; a retention meeting is not required. We will confirm receipt, the contractual service-end date, final charges, and available export options. Processing delay does not move the effective date beyond the date required by your agreement or law. This policy adds no new lock-in or blanket nonrefundability rule.
Request export or number-transfer assistance before service ends so the parties can identify available formats, dependencies, retention limits, and any agreed assistance fees. Neither indefinite retention nor immediate deletion should be assumed. Necessary legal holds and backup lifecycles may affect deletion. Price and policy changes follow the notice and existing-contract protections in Terms, section 2.