Fair use policy

Loonext charges one flat price for the whole crew, with a set number of texts included. That only works when usage looks like a business texting its own customers. So this page tells you exactly what is included, what happens when you go past it, and the one line we hold, with no surprises. It is part of our terms of service and sits next to the acceptable use policy, which covers who you may text and what you may say.

Starter is $29/mo for up to 3 people and includes 500 texts a month on one number. Pro is $79/mo for up to 15 people, includes 2,500 texts, and adds a second number. A text is counted in segments (about 160 characters each), the same way the carriers count them, so one long message can use more than one segment. Only the texts you send count. Receiving is free and unlimited on every plan, in every month, and never counts against what your plan includes. This page is the canonical home of those figures; the pricing page describes plans in plain fair-use terms and points here for the mechanics. Think of the allowances as a fair-use line for one business texting its own customers, not a target: almost every crew stays well inside them without thinking about it, and a busy month now and then is fine.

If you send more than your plan includes, each extra segment is billed at 3¢ on Starter or 2.5¢ on Pro, up to a monthly spending cap you control (3× your included texts by default, adjustable in billing settings). You are never billed by surprise: we alert the account owner at 80% and again at 100% of your included texts, so paid overage never begins unnoticed, and sending pauses the moment you reach your cap. Raise the cap, upgrade, or wait for the next cycle. Your call. Beyond those fixed points, we also watch how your usage is pacing across the whole period and reach out early if you are on track to run past what your plan comfortably covers, so you can adjust before it adds up rather than hear about it after.

Separately from your plan, the US mobile carriers set their own daily ceiling on every registered business, and it applies to us the same way it applies to everyone. On the registration we use for most businesses, T-Mobile allows up to 2,000 messages a day to T-Mobile numbers, and AT&T limits how fast you can send rather than how many. A sole proprietor registration is half that. These are the carriers’ numbers, not ours, and they can change them.

For almost every crew this never comes up: a Pro plan includes 2,500 texts for the whole month, so an ordinary day is nowhere near a daily ceiling. It matters if you send a large batch in one go on one day. If a send is ever refused for this reason we will say so plainly, name the carrier, and tell you when it clears, rather than letting it look like a failure on our side.

If your business grows past it, moving to a higher registration tier means a fresh carrier registration with its own review, which takes days rather than minutes. Tell us before you need it and we will start it early.

Loonext is a shared inbox for conversational texting with customers who agreed to hear from you: quotes, scheduling, on-my-way texts, and follow-ups. It is not a bulk-marketing platform, a mass-campaign blaster, an application-to-person (A2P) messaging gateway, a lead-generation tool for texting strangers, or a service to resell. We do not build those tools, and using Loonext as one falls outside fair use. What you may send, and to whom, is governed by the acceptable use policy.

Almost every business stays well inside its plan. For the rare account whose usage stops looking normal, fair, and reasonable for one business texting its own customers, we reserve the right to review it and, where needed, to rate-limit it, ask you to move to a plan that fits, or in serious cases suspend it. The signals we weigh include volume far above the plan with few replies coming back, automated or bulk sending, one-to-many blasts, many messages to numbers that never consented, or a single account shared across separate businesses. Whenever we reasonably can, we tell you first and give you a fair chance to adjust or upgrade before we act.

Your plan includes its numbers (one on Starter, two on Pro), and you can choose, release, and set up a replacement number yourself at no extra charge. Getting a fresh number when you genuinely need one is part of the plan. Rapidly cycling through numbers is not: because each new number is a real cost and heavy churn hurts delivery for everyone, the number of times you can set up a new number is limited, and churning numbers to dodge opt-outs or carrier filtering breaks both this policy and the acceptable use policy.

Picture messages are included on every plan, both directions. Receiving photos is free; each photo you send counts as three texts from your monthly allowance and follows the same overage rules as any other text you send. Calling is included on every plan and follows the same fair-use mechanics as texting: Starter includes 2,500 calling minutes a month and Pro includes 6,000, shared by both directions. A minute is a minute you actually talked, whether the crew answered an incoming call in the app or you called a customer from it, always from your business number; ringing that goes unanswered never counts. Extra minutes are billed at 1¢ each, under the same monthly spending cap you control, and we alert the owner at 80% and again at 100% of the included minutes so paid overage never begins unnoticed. Only at your cap does calling pause for the rest of the cycle: missed callers still get your text-back, and the texting in your base plan keeps working either way.

Storage is free. Files you attach to notes and the pictures customers send you are kept with no storage caps, no storage add-on, and no meter: uploads never pause and inbound photos never stop being saved because of space. The one line we hold is the same reasonable-use line as everything else: if a workspace's storage stops looking like one business keeping its own customer conversations (for example, using Loonext as a general file locker), we will contact you and work it out person to person. Nothing is blocked automatically.

Depending on severity, we may rate-limit an account, ask you to upgrade, pause a feature, or, for serious or repeated abuse, suspend or end the account to protect recipients, delivery, and the network we all share. Where we reasonably can, we give notice and a reasonable period to put things right first. This policy is enforced consistently with our terms of service and acceptable use policy, and if you decide Loonext is not for you, the 30-day money-back guarantee still applies.

Expecting a busy month, or not sure whether a use fits? Tell us first and we will help you land on the right plan: support@loonext.com.