Billing Policy

1. Billing Overview

This Billing Policy describes how Momo Pulse charges for the use of its cloud communications platform, including voice calls, SMS messaging, WhatsApp Cloud API messaging, AI agent usage, IVR flow execution, phone number provisioning, and storage. This policy should be read alongside our Terms & Conditions and Pricing page.

Momo Pulse operates on a pay-per-use model. There are no fixed subscription plans, monthly commitments, or upfront license fees. You are billed only for the services you consume, and your effective rate improves as your monthly spend increases through our tiered pricing system.

2. Pay-Per-Use Model

Under our pay-per-use billing model:

• No Fixed Plans: There are no subscription tiers or bundled plans. You pay only for what you use across all services.
• Granular Charging: Each billable event (a call minute, an SMS segment, an AI token, an IVR execution) is charged individually at the applicable rate for your current pricing tier.
• Real-Time Deduction: For prepaid accounts, charges are deducted from your wallet balance in real time as usage occurs. You can monitor your balance and usage from the platform dashboard at any time.
• No Minimum Spend: There is no minimum monthly usage requirement. If you do not use any services in a given period, you will not be charged (except for recurring fees such as phone number monthly fees, if applicable).
• No Overage Penalties: Since billing is per-unit with no fixed allocation, there are no overage charges or surprise penalties. You always pay the unit rate corresponding to your current tier.

3. Wallet System

Every Tenant on Momo Pulse has a single, unified wallet that serves as the central billing account for all services:

How the Wallet Works

• Single Balance: Your wallet maintains one balance in your chosen currency. All service charges (calls, SMS, WhatsApp, AI, IVR, storage, number fees) are deducted from this single balance.
• Top-Up Funded: You fund your wallet by making top-up payments through our supported payment methods. Funds are credited to your wallet immediately upon successful payment confirmation.
• Transparent Ledger: Every transaction — credits, debits, adjustments, and fees — is recorded in a detailed transaction ledger accessible from your dashboard. Each entry includes the amount, category, timestamp, balance after transaction, and a reference to the specific usage event.
• Cumulative Spend Tracking: Your wallet tracks your cumulative spend over time. This cumulative spend determines your pricing tier and the multiplier applied to your charges.

Transaction Categories

Wallet transactions are categorized for easy identification and reporting:

4. Billing Modes

Momo Pulse supports two billing modes. Your billing mode determines how charges are processed against your wallet:

Prepaid (Default)

• Your wallet must have sufficient balance before services can be used.
• Charges are deducted from your wallet in real time as usage occurs.
• If your balance falls below the minimum required for a service (for example, one billing increment of a call plus the connection fee), that service will be declined until funds are added.
• Prepaid is the default billing mode for all new Tenants.

Postpaid

• Available to approved Tenants by arrangement with our sales team.
• Usage charges are recorded but not immediately deducted from your wallet balance.
• Accumulated charges are invoiced on a periodic basis (typically monthly) with payment due by the invoice due date.
• Postpaid accounts may carry a negative wallet balance reflecting unbilled usage.
• Failure to pay invoices by the due date may result in service suspension and reversion to prepaid mode.

5. Pricing Tiers & Spend Bands

Momo Pulse uses a tiered pricing system based on your cumulative spend. As your total spend increases, you move into higher tiers that apply more favorable pricing multipliers to your charges.

How Tiers Work

• Cumulative Spend: Your tier is determined by your total cumulative spend on the platform since account creation (not monthly spend).
• Automatic Promotion: When your cumulative spend crosses a tier threshold, your pricing multiplier is updated automatically. There is no action required from you.
• Multiplier Effect: Each tier has a multiplier applied to base unit prices. Lower multipliers mean lower effective prices per unit. For example, a multiplier of 0.85 means you pay 85% of the base rate.
• Consistent Across Services: The tier multiplier applies uniformly to all service charges — calls, SMS, IVR, AI, and storage — so your pricing improves across the board as you grow.
• No Tier Demotion: Once you reach a higher tier, you remain at that tier. Tiers are based on cumulative spend and do not reset monthly.

Manual Tier Override

In some cases, our sales or account team may assign a custom tier or pricing arrangement to your account. When a manual override is in place, it takes precedence over the automatic tier resolution based on cumulative spend. Custom tiers are documented in your service agreement.

6. How Charges Are Calculated

Each service on Momo Pulse has its own pricing model. All charges are calculated using the base rate multiplied by your current tier multiplier.

Voice Calls (Inbound & Outbound)

• Per-Minute Rate: Calls are billed at a per-minute rate specific to your tier and the call direction (inbound or outbound).
• Billing Increment: Call duration is rounded up to the nearest billing increment (default: 60 seconds). For example, a call lasting 61 seconds is billed as 2 minutes (120 seconds).
• Minimum Billable Duration: Calls shorter than the minimum billable duration (if set) are billed at the minimum. This prevents sub-second connection attempts from incurring zero charges.
• Connection Fee: A one-time connection fee may apply per call in addition to per-minute charges. The connection fee varies by tier.
• Formula: Total = (Billable Minutes × Per-Minute Rate + Connection Fee) × Tier Multiplier

SMS

• Per-Segment Rate: SMS messages are billed per segment. A standard SMS segment is 160 characters (GSM-7 encoding) or 70 characters (UCS-2 encoding for non-Latin scripts).
• Long Messages: Messages exceeding one segment are charged for each segment. A 320-character message sent in GSM-7 encoding is billed as 2 segments.
• Gateway Cost: The per-segment rate is determined by the SMS gateway configured for your Tenant and may vary by destination network.

IVR Flow Execution

• Per-Execution Fee: Each time an IVR flow is triggered by an incoming call, a per-execution fee may apply.
• Per-Minute Rate: In addition to the execution fee, IVR calls are billed at a per-minute rate for the duration the caller spends in the IVR system.
• Flow-Specific Pricing: Individual IVR flows may have custom pricing that overrides the default IVR pricing for your tier.
• Formula: Total = (Execution Fee + Duration Minutes × Per-Minute Rate) × Tier Multiplier

AI Agent Usage

• Token-Based Billing: AI agent interactions are billed based on the number of tokens processed — both input tokens (what the caller or system sends to the AI) and output tokens (what the AI generates).
• Pricing Per Token Block: Rates are expressed per 1,000 tokens, with separate rates for input and output tokens. Output tokens are typically priced higher than input tokens.
• Model-Specific Rates: Different AI models have different token prices. The rate applied depends on the model configured for your AI agent.
• Formula: Total = (Input Tokens × Input Rate + Output Tokens × Output Rate) × Tier Multiplier
• Fallback Pricing: If token metadata is not available for a particular AI call (e.g., due to a provider limitation), the call is billed using the standard voice call pricing for that duration.

Storage

• Per-GB Rate: Storage is billed at a per-gigabyte rate based on the total storage consumed by your Tenant. This includes call recordings, voice assets, and uploaded media files.
• Measurement: Storage consumption is calculated periodically. You are billed for the actual storage used, not pre-allocated storage.
• Formula: Total = GB Used × Per-GB Rate × Tier Multiplier

7. Top-Ups & Payments

Making a Top-Up

• You can top up your wallet at any time from the Billing section of the Momo Pulse dashboard.
• Enter the amount you wish to add and select your preferred payment method.
• Once payment is confirmed by the payment gateway, funds are credited to your wallet immediately.

Top-Up Limits

• Minimum Top-Up: TZS 1,000 (or equivalent in your selected currency).
• Maximum Top-Up: TZS 5,000,000 (or equivalent in your selected currency) per transaction.
• There is no limit on the number of top-ups you can make in a given period.

Supported Payment Methods

We support a range of payment methods through our integrated payment gateways:

• Mobile Money: M-Pesa, Tigo Pesa, Airtel Money, HaloPesa, T-Pesa, Ezypesa
• Card Payments: Visa and Mastercard (credit and debit)

Payment processing is handled entirely by PCI DSS-compliant payment gateway partners. Momo Pulse never stores your full card numbers or mobile money PINs.

Payment Failures

If a payment fails (due to insufficient funds, network error, or gateway rejection), no funds are credited to your wallet. You will see the failed transaction in your payment history with the reason provided by the gateway. You can retry the payment at any time.

8. Auto-Recharge

To prevent service interruptions due to low balance, you can configure auto-recharge for your wallet:

• Threshold: Set a balance threshold. When your wallet balance falls below this amount, an automatic top-up is triggered.
• Recharge Amount: Specify how much to add to your wallet when auto-recharge triggers.
• Stored Payment Method: Auto-recharge requires a stored payment method (tokenized card). The stored method is charged automatically when the threshold is reached.
• Failure Handling: If auto-recharge fails (e.g., expired card, insufficient card funds), you will receive a low balance notification. Your service will continue until your wallet balance is fully depleted (prepaid mode) or until your next invoice is due (postpaid mode).
• Availability: Auto-recharge is available only when the configured payment gateway supports payment method tokenization.

9. Phone Number Fees

Provisioned phone numbers on Momo Pulse incur recurring monthly fees:

• Monthly Fee: Each phone number assigned to your Tenant has a monthly fee determined by the number type and catalog pricing. The fee amount is visible in the number catalog before you provision the number.
• Billing Cycle: Number monthly fees are charged in advance on a monthly basis. The system tracks the date through which the fee has been paid and charges the next month's fee on or after that date.
• Prepaid Handling: For prepaid accounts, if your wallet balance is insufficient to cover a number's monthly fee at renewal time, the renewal will be skipped and a warning logged. The number may be at risk of deprovisioning if the fee remains unpaid for an extended period.
• Toll-Free Numbers: Toll-free numbers may require an initial deposit at provisioning time in addition to the recurring monthly fee. This deposit is deducted from your wallet at the time of number assignment.

10. Invoices & Transaction History

• Transaction Ledger: Every wallet transaction is recorded and accessible from your dashboard. You can filter transactions by category, date range, and type.
• Invoices: Invoices are generated for top-up payments and, for postpaid accounts, for accumulated usage charges. Each invoice includes line items with descriptions, quantities, unit prices, and totals.
• Usage Records: Detailed usage records are available for all billable events, including call duration, token counts, segment counts, and the rate applied. Usage records link back to the specific wallet transaction and the originating event (call ID, message ID, etc.).
• Export: Transaction history and usage records can be exported for your own accounting and reconciliation purposes.

11. Currency & Conversion

• Wallet Currency: Your wallet has a single base currency, set during Tenant setup. All charges are converted to your wallet currency before being debited.
• Top-Up Currency: You may top up in a currency different from your wallet currency. The amount will be converted to your wallet currency at the prevailing exchange rate provided by the payment gateway.
• Display Currency: The dashboard allows you to set a display currency preference for presentation purposes. This does not affect the actual currency of your wallet or transactions.
• Default Currency: The default billing currency is Tanzanian Shilling (TZS). If your selected payment method does not support TZS, the system will fall back to USD for payment processing.
• Exchange Rate Disclaimer: Currency conversions are performed at the rates provided by our payment gateway partners at the time of the transaction. Momo Pulse does not control exchange rates and is not responsible for rate fluctuations between the time of payment and the time of wallet credit.

12. No-Refund Policy

Because Momo Pulse operates on a pay-per-use model where charges are incurred only for services actually consumed, we do not offer refunds for used services. Specifically:

• Consumed Services: Charges for completed calls, delivered SMS messages, executed IVR flows, processed AI tokens, and consumed storage are final and non-refundable. These services are delivered and consumed in real time and cannot be "returned."
• Wallet Top-Ups: Funds deposited into your wallet are non-refundable once credited, as they represent a prepayment for future service usage. Unused wallet balances remain available for future use for as long as your account is active.
• Phone Number Fees: Monthly phone number fees are charged in advance and are non-refundable for the period already paid, even if you release the number before the end of the billing period.
• Failed or Undelivered Messages: If an SMS message fails to deliver due to an invalid recipient number, network congestion, or carrier rejection, the gateway may still charge for the send attempt. Such charges are passed through and are non-refundable. Delivery status is available in your message logs for transparency.

When Adjustments May Apply

While we do not issue refunds, we recognize that billing errors can occur. In the following circumstances, we will review your case and may issue a wallet credit adjustment:

• Platform Billing Error: If our system incorrectly charged you due to a software bug, duplicate charge, or pricing miscalculation, we will credit the overcharged amount back to your wallet.
• Service Outage: If a confirmed platform outage (as defined in our Service Level Agreement) prevented you from using paid services, applicable service credits will be applied to your wallet.
• Duplicate Payment: If a payment gateway error results in a duplicate top-up charge, we will reverse the duplicate and credit your wallet or coordinate a reversal with the payment provider.

13. Billing Disputes & Adjustments

We are committed to billing transparency and fairness. If you believe a charge is incorrect, you can raise a billing dispute:

How to Raise a Dispute

1. Navigate to the transaction in question in your wallet transaction history on the dashboard.
2. Note the transaction ID, date, amount, and category.
3. Email billing@momopulse.com with the transaction details and a description of why you believe the charge is incorrect.

Dispute Resolution Process

• Acknowledgment: We will acknowledge your dispute within 2 business days.
• Investigation: Our billing team will review the transaction, usage records, and system logs. We may contact you for additional information.
• Resolution: We aim to resolve billing disputes within 10 business days. If the dispute is upheld, a credit adjustment will be applied to your wallet with a clear description of the correction.
• Escalation: If you are not satisfied with the resolution, you may escalate to our management team by emailing legal@momopulse.com.

Dispute Time Limit

Billing disputes must be raised within 60 days of the transaction date. Disputes raised after this period may not be eligible for review, as supporting system logs and records may no longer be available.

14. Insufficient Balance & Service Suspension

Prepaid Accounts

• When your wallet balance falls below the minimum cost of a service (e.g., one billing increment of a call plus the connection fee, adjusted by your tier multiplier), that service will be declined.
• Incoming calls will be rejected if your balance cannot cover the estimated minimum call cost. This prevents you from incurring charges you cannot pay.
• SMS sends and other service requests will fail with an insufficient balance error.
• Service is restored immediately when you top up your wallet above the required minimum.

Postpaid Accounts

• Postpaid accounts are invoiced periodically. If an invoice is not paid by the due date, a reminder will be sent.
• If payment remains outstanding beyond the grace period defined in your service agreement, your account may be suspended and reverted to prepaid mode.
• Continued non-payment may result in account termination and referral to collections.

Phone Number Impact

If your balance is insufficient to cover phone number monthly fees at renewal, the renewal will be deferred. If the fee remains unpaid for an extended period, the number may be released and made available to other Tenants. Once a number is released, reacquisition is not guaranteed.

15. Account Termination & Remaining Balance

• Voluntary Termination: If you close your account, any remaining wallet balance will be forfeited. We recommend using your remaining balance before requesting account closure. We will provide reasonable notice before finalizing closure to allow you to consume remaining funds.
• Involuntary Termination: If your account is terminated due to a violation of our Terms & Conditions or Acceptable Use Policy, any remaining wallet balance will be forfeited.
• Data Retention After Termination: Upon termination, your account data (including transaction history and usage records) will be retained for the period required by applicable law and then securely deleted in accordance with our Privacy Policy.

16. Changes to Pricing & Billing Terms

Momo Pulse reserves the right to modify pricing, introduce new fees, or update this Billing Policy. When we make changes:

• Notice: We will provide at least 30 days' written notice before material pricing changes or billing policy updates take effect. Notice will be sent to the primary email address on your Tenant account and posted on our website.
• Effective Date: Changes apply to usage occurring on or after the effective date. Usage that occurred before the effective date will be billed at the rates in effect at the time of usage.
• Continued Use: Your continued use of the platform after the effective date constitutes acceptance of the updated terms. If you do not agree with the changes, you may close your account before the effective date.
• Custom Agreements: If you have a custom pricing agreement or enterprise contract, changes to standard pricing do not override your contractual rates unless your agreement explicitly references standard pricing.

17. Contact Us

For billing questions, payment issues, or to raise a billing dispute, please contact us:

• Billing Support: billing@momopulse.com
• General Support: support@momopulse.com
• Legal & Escalations: legal@momopulse.com