Fair Use Policy

Effective Date: April 7, 2026

This Fair Use Policy ("Policy") applies to all dialnote services and is incorporated into and forms part of the dialnote Terms and Conditions. This Policy is designed to ensure fair and reasonable use of dialnote's services for all customers and to prevent abuse or excessive use that may negatively impact service quality for others.

By using dialnote's services, you agree to comply with this Fair Use Policy. dialnote reserves the right to modify this Policy at any time with thirty (30) days' notice to you via email to your primary account owner email address.

1. Overview and Purpose

dialnote offers certain features marketed as "unlimited" subject to the fair use limits set forth in this Policy. These limits are designed to:

• Ensure consistent service quality and availability for all customers
• Prevent abuse, fraud, and excessive use that impacts network performance
• Allocate resources fairly across our customer base
• Maintain the sustainability and affordability of our services
• Comply with our telecommunications infrastructure partners' requirements

2. Regions and Service Availability

2.1 Provisioned Region

Each dialnote phone number is provisioned in a region — the country or group of countries where the number is based (for example, United States & Canada, or the United Kingdom). The region of your number determines which calls are included in your plan and which are billed from your wallet:

Domestic calls (within your region): Calls placed to, and inbound calls received from, destinations within the same region as your provisioned number. Domestic calls are included up to your plan's monthly pool of calling minutes, subject to the fair use limits in this Policy.

IMPORTANT: Calls to or from destinations outside your provisioned region are international calls. They are not included in your monthly minute pool and are billed from your wallet at the per-country rates published at dialnote.com/rates, regardless of which country your number is based in.

International calls (outside your region): Calls to destinations outside your provisioned region are billed per minute from your wallet at the per-country rate for the destination. Rates vary by destination and are published at dialnote.com/rates.

2.2 Region and Rate Changes

dialnote reserves the right to add, remove, or change the regions it serves and the per-country rates it charges at any time. Current regions and rates are published at dialnote.com/rates.

3. Included Calling Minutes — Fair Use Limits

3.1 Marketing Representation

dialnote's marketing materials may reference "unlimited" or "included" calling. This representation is subject to the fair use limits set forth in this section. By using dialnote services, you acknowledge and agree that:

• "Unlimited" or "included" calling means domestic calling within the fair use limits specified in your subscription plan — that is, calls within the same region as your provisioned dialnote number
• For paid subscription plans (Solo, Team, Business, and Pro), the included calling allocation constitutes a contractual allocation guaranteed for each billing cycle in which payment has been made
• The included calling limit applies only to domestic calls within your provisioned region (calls within the same region as your provisioned number) and to inbound calls received from within that same region
• International calls (calls to destinations outside your provisioned region) are NOT included and are billed per minute from your wallet, even if the destination is a country dialnote otherwise serves
• Fair use limits may vary by subscription plan and are subject to change
• The included calling limits provided are a temporary promotional offer and may be modified or withdrawn at any time with notice

3.2 Combined Inbound and Outbound Limits

The included calling limit provided is a COMBINED limit that includes both:

• Inbound calls to your dialnote number(s) from within the same region where your number is provisioned
• Outbound calls from your dialnote number(s) to destinations within the same region as your provisioned number

IMPORTANT: Both inbound calls from outside your region AND outbound calls to destinations outside your region are NOT included in the calling limit and are billed per minute from your wallet at applicable international rates.

Example: If you have a US-provisioned number with 3,000 free minutes per month:

• Inbound calls from US callers to your US number count toward your 3,000 free minutes
• Outbound calls from your US number to US destinations count toward your 3,000 free minutes
• Inbound calls from UK, Australia, or any non-US location to your US number do NOT use free minutes and are charged as international inbound at applicable rates
• Outbound calls from your US number to UK, Australia, or any non-US destination do NOT use free minutes and are charged as international outbound at applicable rates

If you receive 1,500 minutes of inbound calls from US callers and make 1,000 minutes of outbound calls to US destinations, you have used 2,500 of your 3,000 free minutes. Any calls to/from international locations are charged separately and do not count against your free allocation.

For international calling rates specific to your number location, visit https://help.dialnote.com/international-rates or contact support@dialnote.com.

3.3 Fair Use Limits by Plan

Included domestic calling minutes vary by subscription plan as follows (subject to change):

Pooled minutes means all users on the plan share a single org-wide pool of minutes. For example, 1,400 pooled minutes on the Business plan are shared across every user on the account.

One-time limits (Free Trial) do not renew. Once consumed, you must purchase top-ups to continue calling.

Monthly limits reset each billing cycle and do not carry forward (see Section 3.4). Once consumed, overage charges apply (see Section 3.5).

The limits in this Section 3.3 are the authoritative fair use limits. For questions, contact support@dialnote.com.

3.4 Monthly Reset and Non-Rollover

IMPORTANT: Free calling minutes reset at the beginning of each billing cycle and DO NOT roll over to the next month. Any unused free minutes expire at the end of the billing cycle and cannot be carried forward.

Example: If your plan includes 3,000 free minutes per month and you only use 2,000 minutes, the remaining 1,000 minutes expire. You will start the next billing cycle with a fresh allocation of 3,000 minutes.

3.5 Overage Charges

Once you exceed your fair use limit for domestic calling (calls within the same country as your provisioned number) in a billing cycle, overage charges apply as follows:

• Overage rates are charged per minute for both inbound and outbound calls
• Current overage rates for domestic calls are available at https://help.dialnote.com/overage-rates
• International calling rates are available at https://help.dialnote.com/international-rates
• Overage charges are calculated from the first minute exceeding your fair use limit
• You will be notified via email and dashboard alert when you reach 80% and 100% of your fair use limit
• Overage charges are billed upfront and deducted from your dialnote Wallet balance
• If your Wallet balance is insufficient, you must add top-up credits to your dialnote Wallet to continue using calling services

4. dialnote Wallet

dialnote operates on a single prepaid Wallet system. Your Wallet balance is shared across all paid usage on the platform, including: outbound calling overages, international calls, SMS/MMS overages, and AI feature usage. There is no separate balance for each service type. Minimum top-up is $10. You can monitor and manage your Wallet balance from your dialnote dashboard.

5. International Calling

Calls to destinations outside your provisioned region are NOT included in any unlimited or included calling offers and are ALWAYS charged per minute based on usage, regardless of your subscription plan.

5.1 Prepaid Wallet Requirement

To place international calls, you must maintain a sufficient balance in your dialnote Wallet. Your Wallet is a single shared balance used across all dialnote services including calling, messaging, and AI features:

• You must keep a sufficient dialnote Wallet balance before placing international calls
• Minimum top-up amount is $10 (or equivalent in your billing currency)
• Credits are deducted in real-time as calls are placed
• When your Wallet balance reaches zero, you cannot place international calls until you add more credits
• You may enable automatic top-up to automatically add credits to your dialnote Wallet when your balance falls below a specified threshold

5.2 International Rates

Per-minute rates for international destinations vary by country and are subject to change based on our telecommunications infrastructure costs. Current per-country rates are published at dialnote.com/rates.

6. SMS, MMS, and Messaging Fair Use

6.1 SMS and MMS Limits

SMS and MMS messaging services are subject to fair use limits based on your subscription plan. Included messaging limits (if part of your plan) apply to domestic messages within your provisioned region only.

Included domestic SMS allowances vary by subscription plan as follows (subject to change):

MMS messages (messages with images or media) count as multiple SMS units, with the exact conversion varying by destination country and message size.

6.2 Messaging Overage Rates

Once you exceed your free SMS/MMS limit (if applicable), overage rates apply as follows:

• Domestic SMS (within your region): Rates available at https://help.dialnote.com/sms-rates
• International SMS (outside your region): Rates available at https://help.dialnote.com/sms-rates

Messaging overages are charged on a prepaid basis and deducted from your dialnote Wallet balance.

7. AI Minutes and Credits

7.1 AI Credit System

dialnote's AI-powered features (including call transcription, summarization, sentiment analysis, quality evaluation, and dialnote AI Voice or SMS Agents) consume AI minutes, which are charged directly from your dialnote Wallet. The same shared balance used for calling and messaging credits. There is no separate AI credit balance; all AI usage is deducted from your single dialnote Wallet.

To use AI-powered features, you must maintain a sufficient Wallet balance. AI usage is charged at $0.89 per AI minute and deducted in real-time as AI features process your calls and data.

• Minimum Wallet top-up amount is $10
• AI usage is deducted in real-time from your dialnote Wallet as AI features are consumed
• Unlike the calling and messaging minute allocations included in your subscription plan and subject to fair use limits, your Wallet balance rolls over month-to-month and does not expire as long as your account remains active
• If your Wallet balance reaches zero, AI-powered features will be temporarily disabled until you add more funds to your Wallet

To add funds or enable automatic top-up, visit your dialnote dashboard. For current AI minute rates, contact support@dialnote.com.

7.2 AI Credit Usage

AI minutes are consumed for the following activities:

• Call transcription & summarization
• Call quality evaluation
• Sentiment analysis
• dialnote AI Voice Agent: AI minutes consumed based on call duration handled by AI
• dialnote SMS Agent
• Voicemail transcription: AI minutes based on voicemail length
• Auto-tagging and categorization

7.3 Wallet Balance and Top-Ups

You can monitor your dialnote Wallet balance, including a breakdown of AI usage, in your dialnote dashboard. When your Wallet balance runs low:

• You can set up an alert if the balance falls below a value threshold of your choice, ensuring you are alerted at the level that works best for your usage
• You can manually add funds to your Wallet at any time (minimum $10)
• You can enable automatic top-up to automatically add funds to your Wallet when your balance falls below a specified threshold
• If your Wallet balance reaches zero, AI-powered features, international calling, and messaging overages will all be temporarily disabled until you add more funds to your Wallet

8. Call Recording Credits

Call recording costs are automatically included in your calling charges. You do not need to purchase separate recording credits.

For data retention policies, see our Privacy Policy at https://www.dialnote.com/privacy-policy.

9. Prohibited Uses and Abuse

The following activities are considered violations of this Fair Use Policy and may result in service suspension, termination, or additional charges:

• Using services for outbound call center, predictive dialing, or high-volume outbound calling without prior authorization
• Using services to generate artificial traffic or test network capacity
• Reselling or providing services to third parties without authorization
• Using auto-dialers, robocalls, or automated calling systems without proper consent and compliance
• Generating excessive failed call attempts, missed calls or fraudulent traffic
• Using services for spamming, phishing, harassment, or illegal activities
• Attempting to circumvent fair use limits through multiple accounts or deceptive practices
• Using services in a manner that degrades network performance or quality for other customers
• Using services to make calls to premium-rate numbers for profit
• Sharing account credentials to circumvent per-user limitations

10. Monitoring and Enforcement

10.1 Usage Monitoring

dialnote monitors usage patterns to ensure compliance with this Fair Use Policy and to protect the quality and integrity of our services. We track:

• Calling minutes (inbound and outbound) by region
• SMS, MMS, and WhatsApp message volumes
• AI minutes consumption
• Call recording usage
• Failed call attempts and unusual traffic patterns
• Compliance with telecommunications regulations

10.2 Fair Use Violations

If we determine that you are in violation of this Fair Use Policy, we may:

• Send you a warning notice via email requesting that you modify your usage
• Temporarily throttle or limit your service access
• Require you to upgrade to a higher-tier plan appropriate for your usage
• Charge overage fees at our standard rates for excessive usage
• Suspend or terminate your service for repeated or egregious violations
• Report violations to the relevant authorities if illegal activity is suspected

We will make commercially reasonable efforts to notify you before taking action, except in cases of fraud, illegal activity, or severe abuse where immediate action is necessary.

11. Rate Changes and Modifications

11.1 Right to Modify Limits and Rates

IMPORTANT: dialnote reserves the right to modify fair use limits, overage rates, the regions it serves and per-country rates, and pricing at any time. Changes may be made for reasons including but not limited to:

• Changes in our telecommunications infrastructure costs
• Changes in rates charged by our telecommunications partners
• Regulatory changes or compliance requirements
• Market conditions and competitive factors
• Service improvements or feature additions
• Abuse patterns or excessive usage trends

11.2 Notice of Changes

For material changes to this Fair Use Policy, fair use limits, or rates:

• We will provide at least thirty (30) days' notice via email to your primary account owner email address
• The revised Fair Use Policy will be posted at https://www.dialnote.com/fair-use-policy
• Your continued use of the Services after the effective date constitutes acceptance of the changes
• If you do not agree to the changes, you may cancel your subscription in accordance with our Cancellation and Refund Policy
• For reductions to free calling minute allocations specifically, changes will not take effect until the start of your next billing cycle following the notice period, ensuring you retain your current allocation for any billing cycle in which payment has already been made

11.3 Promotional Offers

Temporary Promotional Nature: The free calling limits and "unlimited" calling features offered by dialnote are promotional offers and may be modified, reduced, or withdrawn at any time with notice. dialnote makes no guarantee that current promotional limits will continue indefinitely. We reserve the right to adjust promotional offers based on business needs and market conditions.

Notwithstanding the foregoing, any reduction to free calling limits will not take effect until the start of your next billing cycle, ensuring you receive the allocation in place at the time of your payment.

12. Business vs. Consumer Use

dialnote is designed for business use. If you are using dialnote for personal or consumer purposes:

• You must still comply with all fair use limits
• Business-focused features (like CRM integrations, team collaboration) may be limited
• We reserve the right to require you to upgrade to business plans if usage patterns indicate business use
• Consumer protection laws in your jurisdiction may apply

13. Disputes and Appeals

If you believe you have been incorrectly charged overage fees or that your service has been restricted in error:

1. Contact support@dialnote.com within 10 days of the charge or service restriction
2. Provide your account details and specific information about the disputed charge or restriction
3. We will investigate and respond within 10 business days
4. If we determine the charge was in error, we will issue a credit to your account
5. If we determine the service restriction was in error, we will restore full service immediately

Disputes that cannot be resolved through customer support will be subject to the dispute resolution provisions in the dialnote Terms and Conditions.

14. Contact Information

If you have questions about this Fair Use Policy, please contact us:

Email: support@dialnote.com

Website: https://www.dialnote.com

Help Center: https://dialnote.com/docs/

15. Acknowledgment

By using dialnote's services, you acknowledge that you have read, understood, and agree to be bound by this Fair Use Policy. You further acknowledge that:

• "Unlimited" features are subject to fair use limits as defined in this Policy
• Fair use limits, rates, and the regions dialnote serves are subject to change with notice
• Included calling limits are promotional and may be modified or withdrawn
• International calls are always charged per usage
• AI features require prepaid AI credits
• Overage charges apply when fair use limits are exceeded
• dialnote reserves the right to enforce this Policy through service restrictions or termination

This Fair Use Policy is incorporated into and forms part of the dialnote Terms and Conditions. In the event of any conflict between this Policy and the Terms and Conditions, the Terms and Conditions shall govern.