ElevenLabs agents, API and enterprise terms are the contract and billing rules that apply when an organisation builds ElevenLabs into its own products, call centres or workflows rather than using the website as an individual. ElevenAgents is the conversational agent platform, ElevenAPI is the programmatic interface and the Enterprise plan carries the compliance and data options. They all rest on the Terms of Service and the Prohibited Use Policy described in ElevenLabs Terms of Service, commercial rights and prohibited use, and on the plan structure in ElevenLabs plans, credits and seats.
Editions
ElevenAgents
Each self-serve plan carries an allowance of agent minutes and concurrent calls. On the pricing page the allowances range from 15 minutes and 4 concurrent calls on Free, through 75 and 6 on Starter, 275 and 10 on Creator, 1,238 and 20 on Pro, and 3,738 and 30 on Scale, up to 12,375 minutes and 40 concurrent calls on Business.[1] Additional call minutes cost 0.08 US dollars each, text messages 0.003, large language model usage is billed on top, and telephony adds no ElevenLabs fee, according to the ElevenAgents pricing FAQ.[1] The unit is the Call minute, not the credit, and concurrency is counted in concurrent calls.
ElevenAPI
API usage is subscription usage. Usage initiated through the API, the Model Context Protocol (MCP) or a command line interface is billed under the customer’s plan or Order Form and counts toward rate, concurrency and entitlement limits like dashboard usage.[2] The text-to-speech API is billed in dollars per 1,000 characters on the API pricing page, and the Startup Grants Program is offered there.[3] The plan also sets how many requests run at once and their queue priority.[4]
Speech to Text and Reception
Real-time and batch transcription have their own Speech to Text Terms. Before speech is captured, the customer must clearly and prominently disclose that speech is being captured and transcribed, and that it is processed by ElevenLabs and its providers, and it keeps records of notices and consents for five years.[5] Reception by ElevenAgents, the inbound answering offering, is governed by Exhibit 1 of the ElevenAgents Terms and the related Reception.ai product is priced on its own plans.[6][7]
Metrics
| Unit | What it measures | Where defined |
|---|---|---|
| Call minute | Minutes of ElevenAgents conversation beyond the plan’s included minutes | ElevenAgents pricing FAQ[1] |
| Concurrent call | Calls that may run at once on a workspace; excess calls are rejected, queued or, with burst enabled, charged at double rate | Pricing and Burst pricing documentation[8] |
| Concurrent request | Requests processed simultaneously for generation, set by the plan | Models documentation[4] |
| Credit | Shared subscription unit also consumed by LLM and speech usage in agents | Billing documentation[9] |
| API credential | The key whose account and workspace take responsibility for activity | ElevenAPI Terms[2] |
Counting / floors
Concurrency and burst pricing
Burst pricing is an optional ElevenAgents setting. With bursting enabled, agents can handle up to three times the normal concurrency limit, capped at 300 for non-enterprise customers, and the excess calls are charged at twice the standard rate and processed with lower priority.[8] For capacity planning the extra cost is therefore predictable: every call above the plan’s limit costs double the standard minute rate, so a campaign that regularly exceeds the limit should be compared against a higher plan.
Responsibility for credentials
API calls, commands and resulting activity are attributed to the account and workspace whose credential is used and are the customer’s responsibility, whether initiated by a person, a script, a pipeline or a coding assistant.[2] A key issued to a contractor, an automation platform or a coding assistant therefore counts as the customer’s own use, including its credit consumption and any terms breach. Open-source licences such as the MIT License govern SDKs and other software that ElevenLabs provides, and those licences grant no right to access or use the Services.[2]
MCP features
The MCP Features are disabled by default and enabled at workspace level, including by non-administrators, and actions taken by connected clients bind the customer. They are unavailable under Zero Retention Mode or for HIPAA use unless agreed in writing.[2] For asset management the control point is who holds workspace rights, because a single enablement changes what external clients may do.
Agent obligations
The ElevenAgents Terms impose several duties on the customer that sit alongside the commercial terms.
- Letting people interact with a Customer AI Agent is not resale, bundling or sublicensing, and the customer is responsible for all Agent User interactions.[6]
- The customer must disclose clearly and prominently before access that the person is interacting with AI, that ElevenLabs and its providers process the interaction and that it is recorded where recording is enabled, and must keep consent records for the longer of the legal period or five years.[6]
- For outbound calls the customer must obtain required consents, identify the business and the purpose at the start of each call, and offer and record an opt-out.[6]
- ElevenAgents does not support emergency calling and must not be represented as doing so.[6]
- A Platform Number is a limited, revocable, non-transferable right to use the number. The customer acquires no ownership, and ElevenLabs may reclaim it.[6]
- Reception by ElevenAgents is inbound only and must not be used for any marketing or telemarketing campaign.[6]
Music through the API
Unless the customer is an Authorized Reseller, it may not resell, repackage, redistribute or sublicense API access to the Music Service. The rules are discussed in ElevenLabs Music licensing.[2]
Enterprise options
HIPAA and Business Associate Agreements
The Terms bar Input that includes protected health information except as permitted by an executed Business Associate Agreement.[10] The HIPAA documentation states that a BAA is available only for Enterprise tier subscriptions, so a customer on Scale or Business that handles protected health information without an Enterprise contract is outside the permitted arrangement. See the BAA programme.[11]
Zero Retention Mode
Zero Retention Mode applies to API use only. Traffic through the web interface is never covered, it is available to select Enterprise customers and ElevenLabs may restrict it for high-risk use cases.[12]
Data residency
Customer data is stored in the United States as standard. ElevenLabs has additional storage locations in the EU, India and Singapore under Data residency. Storage takes place in the selected location but processing may occur elsewhere.[13] In the Data Processing Addendum, Content for enterprise-level Services is deleted within 30 days after expiry or termination, and for self-serve Services ElevenLabs may delete content after 180 days of inactivity.[14]
Consolidated billing
Consolidated billing links a billing (parent) workspace to reporting workspaces, with one invoice and one shared credit pool. The billing workspace must be in the US environment, and the reporting workspaces can sit in isolated environments.[15] The data-residency choice and the invoice location are therefore separate decisions.
Pilots
The Enterprise Pilot terms give limited access to evaluate the Services for later commercial use. The pilot may not be used for commercial, production or public-facing purposes, and it lasts 30 days unless otherwise agreed.[16]
OEM and reseller rights
The OEM Terms let a Business Entity bundle ElevenLabs Services into its own subscription Customer Solution for End Users, subject to an Order Form. Bundling is limited to customers on Scale, Business, Enterprise or equivalent plans, and customers on Free, Starter, Creator or Pro are expressly prohibited from making the Services or any Bundled Service available.[17] Each End User must sign an agreement at least as restrictive as the Terms of Service and Prohibited Use Policy, naming ElevenLabs a third-party beneficiary.[17] Selling to a Government Entity needs ElevenLabs’ prior written consent.[17] Orders are non-cancellable and fees non-refundable, and the customer sets its own End User prices.[17]
The OEM Terms contain the only audit-style clause in the public documents. During the authorisation and for three years afterwards, the customer must cooperate with ElevenLabs or its auditor on at least ten business days’ notice, no more than once per calendar year unless material non-compliance is found, and ElevenLabs bears the auditor’s expenses.[17] Outside the OEM programme, the general Prohibited Use Policy bars offering Services or Output to a customer’s own end users on terms more permissive than the customer’s own, and bars wrappers and proxies that give others access outside the applicable terms.[18]
Virtualization & partitioning
The partition is the workspace or environment. A workspace has its own seats, keys and credit pool. A customer that splits regions by workspace needs consolidated billing to share credits and invoicing, and the parent must be in the US.[15]
Cloud / BYOL
There is no on-premises deployment in the public documents, and no bring-your-own-licence rule. The relevant cloud choices are the data-residency region, Zero Retention Mode and the BAA.
Programs
- Burst pricing. Extra agent concurrency at twice the standard rate.[8]
- Business Associate Agreement and HIPAA controls. Enterprise only.[11]
- Zero Retention Mode. API only, select Enterprise customers.[12]
- Data residency. EU, India and Singapore options.[13]
- Consolidated billing. One invoice, shared credit pool, US billing workspace.[15]
- OEM Terms. Bundling for Scale, Business, Enterprise or equivalent plans, with annual verification.[17]
- Enterprise Pilot. Thirty days of non-commercial evaluation.[16]
Out of scope
- Enterprise service levels, support commitments and uptime credits, which are in signed agreements.
- Telecommunications provider charges and the regulation of calling and recording in each country.
- Third-party model and provider terms that apply to some models and are listed in the product documentation.
- Custom Enterprise credit allocations and negotiated seat counts.