Onward Purchase Terms

What you purchase

Each pack adds 60 minutes, or 3,600 seconds, to the signed-in Onward profile. You can buy the same pack again when you need more minutes. A purchase does not create a monthly or annual subscription and will not renew automatically.

The App Store price is US$9.99 in the United States and CA$12.99 in Canada. Apple shows the price, currency and applicable taxes for your storefront before you confirm a purchase. That checkout amount controls the charge. Apple processes payment through your Apple account and provides the purchase receipt.

Onward is operated by POCLAB. These terms apply to Onward’s prepaid calling service. Apple’s applicable App Store terms also apply to purchases made through Apple.

How minutes are used

• Time starts when the business answers. Waiting on hold, the callback handoff, replay and your connected conversation all use the same balance. Elapsed time is counted once, even when both phones are connected.
• Usage is measured in seconds. Any final fraction of a second rounds up to the next whole second. For example, a call lasting 2 minutes and 10 seconds after the business answers uses 130 seconds.
• Ringing is free. Ringing before the business answers and calls that never answer use no minutes. A recorded greeting or automated telephone menu counts as an answered call.
• Scheduling is free. Saving or cancelling a future booking does not itself use minutes.
• No automatic overage charges. Onward stops a call at its time limit rather than buying more minutes or charging an overage.

A call that disconnects or fails after the business has answered can still use minutes for the time already elapsed. Your own telephone carrier may separately charge for receiving the callback or for mobile data under your carrier plan.

Call limits and reserved minutes

At least one minute must remain before a call can start or you can verify a callback number. Your callback number must be verified before calling. When a call starts, Onward reserves minutes from your balance up to the call’s time limit. Unused reserved seconds return to your balance when the call ends and usage is settled.

Each callback connection has a maximum 20-minute limit and can end sooner if the call’s remaining time limit is shorter.

The available balance can therefore be lower while a call is active. Buying another pack during a call adds minutes for later calls; it does not extend the active call’s existing time limit.

Onward runs one active call per profile at a time. There is no purchase-based limit on how far ahead you can schedule or how many future calls you can save. A scheduled call checks your balance, callback verification and destination eligibility again when it is due. It may be delayed while another call is running, or fail to start if those checks do not pass.

To protect the service from misuse, current limits include 10 call-start attempts per profile per day, 60 callbacks per day, up to five returns to hold within a call, and limits on rapid booking or verification requests. Daily limits reset at midnight UTC. These safeguards do not increase with a minute purchase and do not limit the total number of saved bookings.

Your balance and changing devices

Unused purchased minutes do not expire. They belong to the Onward profile used at purchase and cannot be transferred to another profile, sold or exchanged for cash, except where required by law.

Sign in to the same Onward profile on another device to recover its remaining balance. Use Restore purchases in the app to retry unfinished purchase delivery and refresh that balance. Restoration does not refill minutes you have already used, reverse a refund, or move a purchase to a different profile.

Please check which Onward profile is signed in before purchasing. If a completed purchase is not credited, contact us with the Apple transaction reference; do not send payment-card information.

Refunds

Request a purchase refund through Apple at reportaproblem.apple.com. Apple determines refund eligibility under its policies and applicable law. Apple’s refund instructions explain the process.

When Apple refunds or revokes a pack, Onward removes that pack’s unused minutes. An active call using reserved minutes from that pack is ended. Refunded purchases cannot be restored to create another balance.

These terms do not limit any mandatory refund, consumer-protection or other rights you have under applicable law.

Deleting your account

You can delete your account in the app’s account settings. Deletion is permanent, ends active calls, cancels future bookings and removes the profile’s remaining minute balance. Signing up again creates a new profile; it does not recover the deleted balance.

Deleting an Onward account does not automatically refund an Apple purchase. If you want to request a refund, you can do so through Apple before or after deletion. You do not have to use your remaining minutes or obtain a refund before deleting your account.

If you previously purchased an Onward subscription, account deletion does not cancel Apple billing. Cancel that subscription in your Apple account’s subscription settings. The current 60-minute pack is a one-time purchase and needs no subscription cancellation.

Calling service

Onward currently supports eligible standard-rate US and Canadian business and callback numbers. Some routes and high-cost, premium or unsupported numbers are unavailable. A minute purchase does not make an unsupported destination eligible.

Calls are placed over telephone networks. Scheduling and agent detection are best effort: a call may start late, miss an agent greeting or disconnect. Onward does not guarantee an appointment, a place in a queue or successful connection to a person. You may need to rejoin a call to navigate a telephone menu; automatic menu navigation is not provided.

Use the service only for lawful calls you are authorized to make. Do not use it for spam, harassment, unsolicited marketing, automated bulk calling or to bypass a business’s restrictions. Onward is not an emergency-calling service.

Audio monitoring is required for Onward to detect an agent while waiting. Replay is optional. The Privacy Policy explains audio processing, providers and deletion.

Changes to pricing or terms

Future pack prices or offerings may change. A new price applies only to a purchase you confirm at that price; it does not reduce the minutes already credited by a completed purchase. We will not add an expiry date to purchased minutes or convert them into an automatically renewing subscription.

The effective date above identifies this version of the terms. We will give notice of material changes where required. Your mandatory legal rights remain unaffected.