Billing policy

A booking is billable when all three of these are true:

1. Narlo's AI scheduled an appointment with a confirmed date and time.
2. The customer is a new lead or a returning customer requesting a new job — not following up on an existing job.
3. The booking has not been voided within the grace period.

• Spam, wrong numbers, or solicitors.
• Existing customers calling about a current or past job.
• Duplicate bookings.
• Bookings the customer cancels before the appointment.
• Bookings you void within 24 hours of creation, or within 7 days for any of the reasons above.

Voids made before your monthly invoice closesare not charged — the credit lands on the same bill before it's sent. Voids made after invoice close are credited toward your next bill via Stripe credit note.

Either way, the void action looks the same in your dashboard. Narlo handles the Stripe-side mechanics.

Charged.Narlo's job is to book the appointment; the customer showing up is between you and them.

Email billing@narlo.ai with the appointment ID. We respond within one business day with the SMS thread and our reasoning. If we got it wrong, we credit immediately.

Every billable booking is logged with a snapshot of the conversation that produced it. We can answer any dispute with the actual messages.

Click "Pause Narlo"in your settings — your phone forwarding stops, AI replies stop, no further charges. You'll only ever be billed for bookings already confirmed.

No notice period, no cancellation fee, no obligation. There's nothing to cancel in advance because there's no recurring fee — you only pay when we book.

We'll give you 30 days' written notice before any change to the per-booking price. You can cancel before the change takes effect; no further charges accrue once you pause.