Billing & Dispute Policy

Prepaid balance

FEXGorilla accounts are prepaid. You load funds in advance (subject to posted minimums) and each billable call debits your balance at the posted per-call rate. Unused balance never expires while your account is open.

Calls are billed at the per-call rates shown in your portal from your prepaid balance. Buying calls is also governed by the Call Buyer Agreement.

What you're billed for

A call is billable when it lasts longer than the billing window (buffer) shown at purchase and in your portal (30 seconds for CTV and 90 seconds for Social & Search). The window starts when the call is answered, by you or your voicemail. A call that goes to your voicemail and passes the window is billable, so pause yourself in your portal when you are unavailable. Missed calls and abandoned calls (the caller hangs up before the call is answered) are never billed. Calls that end inside the window, calls that fail because of a tech problem on our side or with our phone provider, and calls outside your schedule are not billed; if one is charged, it's credited back to your balance.

Call disputes

• Flag a billable call from your portal within the posted dispute window (currently 3 business days from the call).
• Valid dispute reasons are limited to what our call-tracking records can show: a billing error; a duplicate caller; a call outside your licensed states, by caller ID or publisher state data; or a call during paused or off hours.
• Our team reviews routing and call-lifecycle metadata, campaign records and publisher consent documentation, provider failure codes, billing records, our call-tracking records (arrival time, ring and answer status, connected duration, and disconnect data), and the issue you submit. FEXGorilla does not record or transcribe calls. You may submit your own lawfully made recording to support a dispute.
• Approved disputes are credited back to your balance after review. Timing may vary based on the information available and whether the telephony provider must investigate.
• "The caller didn't buy" is not a valid dispute reason; we charge for billable calls, not outcomes.

Refunds of unused balance

If you close an account in good standing, unused prepaid balance from card payments may be refunded to the original payment method on request, less any promotional credits. Promotional or bonus credits have no cash value.

Chargebacks

Please contact us before initiating a chargeback. Most billing issues are resolved within a business day. Accounts with active chargebacks are paused during investigation.