Minutes and plans

How are minutes counted?

Your plan gives you a number of minutes. One minute of conversation at the standard rate uses one of them.

Minutes belong to your account, not to one workspace. Every workspace on the account spends from the same balance.

Rooms counts billable conversation time in seconds and rounds each conversation up to a whole minute. A conversation of 20 minutes and 10 seconds costs 21 minutes. A conversation with no billable time costs nothing.

How is conversation time measured?

When a conversation starts, Rooms holds back enough minutes to cover the longest the room can run. Whatever the conversation does not use goes back to your balance when it ends.

A test room costs half the standard rate, again rounded up to a whole minute. A test room is one you open yourself to try your own agent. Your balance has to cover the full discounted maximum before the test starts.

What do the plans include?

Every plan gives you as many workspaces and as many rooms as you want. The only limit on a room is how long one conversation can run.

A year of any plan costs 10% less than twelve months paid one at a time, and you pay for the year up front. On a yearly plan the minutes still arrive every month. They do not all land on the first day.

Do the prices include VAT?

Yes. Every price on this page and in the studio includes VAT at 20%. The figure you see is the figure that leaves your card, and nothing is added at checkout.

What happens to my minutes at the end of the month?

Monthly minutes do not roll over. On your renewal date any monthly minutes you have not used expire, and the full allowance for the new month arrives.

Two kinds of minutes work differently. The 45 minutes you get when you sign up, and any top-up minutes you buy, never expire while your account is open.

What happens when I upgrade?

You pay the full price of the new plan today, and your billing month restarts today. The new plan's full monthly allowance arrives at once, and the minutes left on your old plan are added on top.

The minutes you carry over expire at the end of the new month, along with the rest of that month's allowance.

If you pay yearly, an upgrade moves you to the yearly price of the bigger plan, and your year restarts today. We never move you from a yearly price to a monthly one before the year you paid for has run out: that change is a downgrade, and it waits.

If the launch offer is running on your account, it carries on applying to the months that are left.

What happens when I downgrade or cancel?

A downgrade or a cancellation takes effect at the end of the billing period you have paid for. Until that date nothing changes: you keep the plan you are on and the minutes you have.

On that date your unused monthly minutes are lost. Top-up minutes you have bought stay on the account, and you can still spend them.

You can start either change from the subscription screen in the studio. Manage billing opens the payment portal, where you change your card, read your invoices, downgrade or cancel.

How do top-ups work?

On any paid plan you can buy extra minutes at 30p a minute, VAT included, which is 25p before VAT. It is the same price on every plan.

The Top up card on the subscription screen offers six amounts: 60, 150, 300, 600, 1,200 and 3,000 minutes, from £18 to £900.

• Top-up minutes never expire while your account is open.
• They are spent after your monthly minutes, so your allowance goes first.
• They stay with you if you cancel your plan.
• The launch offer does not discount them.

The free plan cannot buy top-ups. Move to a paid plan first.

What does the launch offer include?

While the launch campaign runs, a new customer gets 20% off the first three months of a monthly plan. Solo costs £43.20 a month instead of £54, and Agency costs £172.80 a month instead of £216, VAT included. After three months the plan continues at its normal price.

• The offer is for monthly Solo and monthly Agency.
• Yearly plans and National are not part of the offer.
• Top-ups are never discounted.
• A customer who has paid for Rooms before does not get the offer a second time.
• The campaign closes on 11 October 2026. Start your plan before then to get it.

Moving between monthly Solo and monthly Agency keeps the offer for the months that are left. Moving to a yearly plan, or to National, ends it.

Where do I see my minutes?

The account menu in the studio shows Remaining, which is everything you can spend right now. If you hold minutes beside your monthly allowance it also shows This month, as X of Y, and Extra minutes.

The Subscription screen shows your plan, the minutes you can spend, how much of this month is used, and the Top up card. The Statement screen lists every minute that has come in and gone out, with the balance after each line, and you can filter it by date and by workspace or export it as a CSV file. Manage billing opens your invoices.

What happens if my minutes run out?

A room only lets a new conversation start when your balance covers the whole of it: the room's full length, at the room's rate. A 60-minute room needs 60 minutes on the account before anyone can join. This is the same on every plan, Free included.

When the balance is too low, the room is paused. Its join page says the room is closed and asks people to try again later. It never mentions minutes or billing. In the studio the room shows as Paused with the note "Not enough minutes left", and it opens again by itself as soon as the minutes arrive.

A conversation that has already started is never cut short: the minutes for its full length were held when it began. Nobody goes into debt.

On a paid plan a banner appears once you have used 80% of the month's minutes, so you can buy more before a room pauses.

What happens if a payment fails?

If a renewal payment does not go through, your rooms pause until it does. Open Manage billing, update your card and pay the open invoice. Your rooms open again as soon as the invoice is paid.

Nothing is deleted while a payment is outstanding, and the minutes you bought or were given stay on the account.

What if a room is longer than my plan allows?

Move to a smaller plan and any saved room longer than the new limit stops taking conversations. Its join page says "This room isn't taking conversations right now. Please try again later."

The room itself is safe. You can still open it and edit it. Shorten it to fit your plan, or move back to a plan that allows the length you want, and it takes conversations again.

Who do I ask about a payment?

Write to us and a person will answer. The terms of service cover the billing rules in full, and Contact us reaches the team.