Billing

Understand how billing works on Cloudax Connect, view your usage and charges, and manage invoices.

VAT

All figures shown on the platform are exclusive of VAT. VAT will be applied where applicable on your invoices.

How Billing Works

Launch and Growth are fixed-price self-serve plans: Launch is £75 per month and Growth is £250 per month, with the published annual and two-year options charged through Stripe. Enterprise is sales-assisted, with pricing, quotas and billing terms agreed for the organisation. Manually billed workspaces receive invoices from the Cloudax team. All figures shown on the platform exclude VAT.

For a Stripe-billed workspace, select Manage billing or Manage payment on the Billing page to open the Stripe customer portal, where you can manage payment details and the subscription options made available to your workspace. Contact the Cloudax team for managed Enterprise billing changes.

Billing Overview

The billing page shows a detailed breakdown of usage and charges during the current billing period. These are grouped into the following line item types:

Subscriptions

Your platform subscription fees. Self-serve Launch and Growth fees use the fixed catalogue prices for the selected billing interval; Enterprise subscription fees follow the negotiated arrangement.

Usage

Variable charges based on your actual platform usage during the billing period. This includes:

Voice calls: charges based on your usage of inbound and outbound calls made over the public telephone network.
Chatbot messages: charges for conversations handled by the chatbot widget.

Usage Credit

Eligible directly billed workspaces prepay chargeable usage with a credit balance. Voice, messaging, attachments, and AI Operator activity deduct from this balance as they are used, rather than waiting for the next monthly invoice.

Open Billing to view the balance or select Buy credit. The minimum purchase is £10 and the saved payment method is charged immediately. Automatic purchases are enabled by default. You can turn them off or choose the balance at which Cloudax purchases another credit pack and the amount to add; both configured amounts must be at least £10.

Keep enough credit available

If the balance is too low and automatic purchases are disabled or cannot be completed, paid services may pause until you add credit or update the saved payment method.

Add-ons

Charges for any optional add-ons that are currently active on your account. Add-ons are billed monthly from the date they are activated.

Professional Services

Any custom work, bespoke integrations, or one-off charges agreed with the Cloudax team. These appear as individual line items with a description of the work carried out.

Credits & Discounts

Promotional minute credits and discounts are separate from purchased usage credit. Promotional credits apply only to the services stated in the offer and may have an expiry date. Purchased usage credit remains visible in the Billing overview and is deducted as eligible services are used.

Check your billing page regularly

Keep an eye on the billing page throughout the month to track your usage and avoid surprises when your invoice arrives. The overview updates in near real-time as calls are made and messages are sent.

Invoices

You can view and download your invoices directly from the billing page. Each invoice includes a full breakdown of all charges for that billing period.

Invoices progress through the following statuses:

Draft: The invoice is being prepared and has not yet been sent.
Sent: The invoice has been issued and emailed to your billing contacts.
Paid: Payment has been received and recorded.
Overdue: The invoice is past its due date and payment is outstanding.
Cancelled: The invoice was cancelled and is no longer collectible.
Void: The invoice was voided and no payment is due.

Click on any invoice to view the details, or download it as a PDF for your records.

Billing Statuses

Your account's billing status is displayed on the billing page. The possible statuses are:

Status	Description
Setup Required	Billing setup or plan selection is incomplete. Add the required billing details to activate the workspace.
Active	Your billing is up to date and your account is in good standing. All features are fully available.
Past Due	A payment is overdue. Your account remains active during the grace period, but you should arrange payment as soon as possible to avoid suspension.
Suspended	Your account has been suspended due to non-payment. Agents will stop handling calls and access to the platform is restricted. Contact the Cloudax team to resolve.
Trialling	You are on a free trial. Trial credits are available to test the platform. Once the trial ends, your account transitions to regular billing.
Cancelled	The subscription has been cancelled. Available access depends on the effective cancellation date and the workspace's billing arrangement.

Updating Billing Details

Stripe-billed workspaces can use Manage billing or Manage payment to open Stripe's portal and update supported payment and billing details. For managed Enterprise arrangements, invoice recipients or details that are not offered in the portal, contact the Cloudax team.