Audio Call Policy

This policy explains how paid audio calls work on Plango: how credits are bought and used, what is refunded, how hosts are approved and paid, how your information is handled on calls, and how to stay safe. It applies together with our Terms of Service and Privacy Policy.

1. Credits and pricing

Callers buy credits (shown in the app as pChat) in packs. 1 credit equals ₹1 of calling value.
The price of a pack is shown before you pay. It includes 18% GST on Plango's service fee, so a pack costs slightly more than its credit value (for example, 100 credits for ₹104.50).
Each host chooses their own rate per minute within the range Plango allows. The rate is shown on the host's profile and before you start a call, as "Audio call · 15 pChat/min".
Credits are not cash. They can only be used for calls on Plango and cannot be withdrawn, transferred or exchanged for money, except as set out under Refunds.
A rate change by a host applies to new calls only. A call that has started keeps the rate it began with.

2. How calls are billed

What you are charged for

Billing starts only when both you and the host are connected, and stops when the call ends. Time spent ringing or connecting is free.
You are charged per second at the host's per-minute rate. For example, at 15 credits a minute, 30 seconds costs 7.5 credits and 10 minutes costs 150 credits.
The time that counts is measured by Plango's servers, not by the timer on your phone.

Credits held during a call

When a call is placed, Plango holds the most it could cost from your balance, up to the maximum call length, so the same credits cannot be spent twice. Unused credits are returned to your balance when the call ends.
You need at least two minutes of credits at the host's rate to place a call.
If your credits run out during a call, the call ends. Calls also end after the maximum call length (currently 2 hours).

Dropped connections

If either person's connection drops, the call waits briefly for them to reconnect. If they do not, the call ends and you are charged only up to the last moment both of you were connected.

3. Refunds

If the host declines, does not answer, or the call never connects, you are not charged anything.
If a call had a technical fault or you believe you were charged incorrectly, contact support with the call details within 7 days. If we agree, the credits for that call are returned to your credit balance.
Credits you have bought but not used may be refunded to the original payment method where the law requires or where support approves it. Credits already spent on completed calls are not refunded except for the faults above.
If a payment is refunded or reversed by your bank or payment provider, the credits it bought are removed from your balance. If you have already spent them, we may pause your use of calls until the balance is settled.
A refund of a call also cancels the host's earnings for that call.

4. Tax and invoices

Plango keeps a service fee (currently 25%) from the calling value of each call. GST at 18% applies to that fee and is included in the pack price you pay.
An invoice for each credit pack purchase is available in My Orders in the app.
Hosts are responsible for their own taxes on what they earn.

5. Becoming a host

Anyone with a verified Plango profile can apply to host audio calls. Applications are reviewed by Plango and may be approved, rejected, or returned for more information.
To apply, you provide your contact details, the languages you speak, topics you like to talk about, and a short introduction, and you add a bank account for payouts.
Plango may suspend or remove a host at any time, for example after safety reports or breaches of our Community Guidelines.
Hosts set their own rate within the allowed range, choose when to go online, and can decline any call.
Hosting is not employment. Earnings are not guaranteed, and depend on how many people choose to call you.

6. Host earnings and payouts

A host's rate is the calling value per minute, not their payout. Plango's service fee (currently 25%) is deducted, and the host receives the rest (currently 75%). The host sees their expected earnings per minute before going online.
Earnings are calculated from the time Plango's servers confirm both people were connected. A call can only be credited to the host once.
New earnings are held for a few days (currently 7) so that disputes and refunds can be handled, and then become available to withdraw.
Hosts can request a withdrawal once their available balance reaches the minimum withdrawal amount (currently ₹100). Payouts are sent to the host's verified bank account after review, and are subject to verification, payment provider requirements and any applicable holds.
Earnings from refunded or disputed calls are cancelled, and a payout may be delayed or withheld while a report or dispute is investigated.

7. Privacy on calls

Calls are private, one-to-one conversations. Plango does not record call audio.
Your phone number is never shown to the other person. They see your Plango name and photo.
Call audio travels through our real-time audio provider, Agora, so that the two of you can talk. It is not stored by Plango.
Plango keeps a record of each call: who called whom, when, how long, what it cost, any rating you gave, and any report made. We use this for billing, payouts, support, safety and legal compliance.
Plango needs access to your microphone to make calls. You can change this in your phone's settings.
See our Privacy Policy for how we handle your information in general, and how to request deletion of your account.

8. Safety

Be respectful. Harassment, hate, threats, sexual pressure, scams, requests for money, and sharing private details of others are not allowed. See our Community Guidelines.
You can report a host or caller, and block them, from the call screen or the call summary. Blocking also ends a call that is still ringing.
Reports are reviewed by Plango. We may refund the call, warn, suspend or remove an account.
Never share bank details, one-time passwords or other private information on a call. Plango will never ask for them.
If you are in danger, contact your local emergency services first.

9. Changes to this policy

We may update this policy, including rates, fees, holding periods and limits. Calls already in progress are not affected, and the latest version is always available on this page.

10. Contact

Email us at

support@plango.in

Location

Udaipur, Rajasthan, India

Plango Audio Call Policy