What counts as a billable call, in writing.
You should never wonder why you were charged for a call. These are the rules, the same ones our review team applies when you request a credit. Effective September 9, 2026.
A call is billable when all of these are true
- The caller is a new prospective customer inside your service area or licensed states.
- The caller asks about one of the call types listed on your industry page, or a closely related service you offer.
- The call stays connected past the buffer time for your industry, or intent is established sooner (see below).
- The call reaches your line during the hours you set in your portal.
You are credited for calls like these
- Wrong numbers, misdials, and callers who clearly wanted a different business.
- Solicitors, vendors, recruiters, job seekers, and other businesses selling to you.
- Your existing customers calling about work already booked or completed.
- Duplicate callers: the same phone number within 14 days of a call you already paid for.
- Callers outside the service area or licensed states you defined.
- Calls that drop before the buffer time with no intent established.
Minimum duration by industry.
The clock starts when the call connects to your line. Intent established before the buffer ends makes the call billable regardless of length.
| Industry group | Buffer time | Examples |
|---|---|---|
| Home services | 60 seconds | Plumbing, HVAC, electrical, locksmith, garage door, pest control, roofing, remodeling |
| Insurance, financial, medical, travel, telecom | 90 seconds | Auto, home, life and health insurance, loans, debt relief, dental, home care, bookings |
| Legal | 120 seconds | Personal injury, motor vehicle accident, mass torts, immigration, criminal defense, SSDI |
Intent overrides duration
A request for a quote, estimate, appointment, price, or callback makes the call billable even if it ends early.
Recordings settle disputes
Every call is recorded where the law allows. Credit requests are reviewed against the recording, not against memory.
7 days to dispute, 72 hours to resolve
Request a credit from the call record within 7 calendar days. Approved credits return to your balance, typically within 72 hours.
Three taps in your portal.
Open the call
Find it in your live call log. Every call shows caller, city, duration, price, and the recording.
Choose the reason
Wrong number, solicitor, existing customer, out of area, duplicate, or no intent. Add a note if it helps.
Track the decision
The request shows as pending, then approved or declined with a reason. Approved credits go back to your balance.
You get a portal, not just a phone call.
Every Axel PR Exclusive Calls account comes with its own login. Watch calls arrive live, replay any recording, request a credit on a call that was not a real opportunity, track what closed, and top up your balance. It is included at no extra cost, and it works on your phone.
Billing questions, answered.
What is buffer time?
Buffer time is the minimum connected duration before a call becomes billable. It gives you a window to identify wrong numbers and solicitors without paying for them. It varies by industry: 60 seconds for home services, 90 seconds for insurance, financial, medical, travel, and telecom, and 120 seconds for legal.
Can a short call still be billable?
Yes, when intent is clear. If a caller asks for a quote, an estimate, an appointment, pricing, or a callback and then hangs up early, the call is billable even if it ended before the buffer time. Intent overrides duration.
What if I miss the call?
Calls that ring your line during your posted hours are billable whether or not you answer, including calls that go to voicemail, because the customer was delivered to you. Set your hours accurately and pause your account when you cannot answer.
How long do I have to dispute a call?
Request a credit from the call record in your portal within 7 calendar days of the call. Requests are reviewed against the guidelines on this page and against the recording. Approved credits go straight back into your balance, typically within 72 hours.
Are duplicate callers billed twice?
No. The same phone number calling again within 14 days of a call you already paid for is not billed again.
Are tenants, family members, or property managers billable?
Yes, if they are calling on behalf of a property or person in your service area with a genuine need. Who dials is less important than whether there is real work behind the call.
These guidelines describe how calls are evaluated for billing and credits under the Axel PR Exclusive Calls program. The written agreement for your account governs if anything here conflicts with it. Related: Compliance and call standards and Billable call rules explained.
Clear rules. Real calls. Your phone.
Start with a small credit balance, watch the calls and recordings in your portal, and scale when the numbers work.