Payment & billing

Everything about paying for Recello: how the checkout works, what an invoice looks like, when you are charged, VAT handling, the satisfaction guarantee and how to cancel. No hidden costs, no contracts.

1. How do I pay?

Payment is processed securely online by card (Visa, Mastercard, American Express, and others supported by our payment provider). The steps are:

1. Complete identity verification — required once, takes about 3 minutes.
2. Choose a plan (Start £19/mo, Business £39/mo or Enterprise custom).
3. Enter your card details on the secure checkout page.
4. You immediately receive a confirmation email + your first invoice.
5. Your business number and app access are activated the same day.

2. Is it a subscription? When am I charged?

Yes — plans are monthly subscriptions that auto-renew every month on the same date you started. You will be charged automatically, so your receptionist never goes offline.

• First charge: on activation (covers your first month).
• Renewal: automatically every 30 days on the same day.
• No contract: you are never locked in — cancel any time from the next billing period.

3. Who processes the payment?

Payments are processed by Lemon Squeezy — a global payment provider and "Merchant of Record". This matters for you in two practical ways:

• You get proper invoices automatically for every payment — perfect for your accountant.
• VAT and sales tax are handled for you. Lemon Squeezy charges and remits the correct tax based on your billing country, so you never deal with VAT registration.
• Your card details are stored securely by the payment provider — Recello never sees or stores your card number.

4. What does an invoice look like?

After every payment you receive an email with a PDF invoice that includes:

• Your name/company and billing address
• The plan purchased, period covered and amount
• VAT (if applicable for your country) shown separately
• Our seller details and the payment provider reference

You can download any past invoice from your account at any time. If you need a specific format for your accountant, just contact us — we will prepare it.

5. Does the price include VAT?

Because we use a Merchant of Record, the correct tax is calculated automatically based on your billing address:

• UK customers: UK VAT (20%) is added at checkout and remitted for you — your invoice clearly shows it, so you can reclaim it if you are VAT-registered.
• Non-UK customers: local sales tax/VAT rules apply automatically; if your country has a reverse-charge scheme for B2B, it is applied when you provide your VAT number.
• Individuals outside tax-required regions: in many cases no tax is charged at all — the system calculates it for you.

Bottom line: the price you see at checkout is what you pay — there are no surprises later and nothing for you to file with a tax authority because of this service.

6. The 14-day satisfaction guarantee

Every plan is covered by our guarantee:

How it works:

• Within the first 14 days (or the first 20 answered calls), request a refund via contact page or email.
• We calculate the refund as plan fee − used minutes (at £0.70/min) and refund the difference to your original payment method.
• The refund arrives within 5–10 business days depending on your bank/card.
• Your number and app access are deactivated after the refund.
• Prepaid credits already used are not refunded; any unused credits remain on your account.

7. Changing plans

8. Cancelling

You can cancel any time, no penalties, no retention calls:

1. Go to the app (or contact us and say "cancel").
2. Choose Cancel subscription.
3. Your plan stays active until the end of the current billing period, then it stops.
4. You keep access to your call history and notes for 30 days after cancellation, so you can export anything you need.

9. What if a payment fails?

• We notify you by email immediately.
• Your receptionist keeps working for a grace period of 3 days while you update the card.
• If the card is not updated, the service pauses — but your data is never deleted and re-activation is instant.

10. Frequently asked questions

Next steps