Prepaid calling credit
Unused credit stays valid for [N] months. You can request a refund of unused credit within [N] days of purchase. [YOUR REFUND TERMS]
Plan fees
If you cancel a monthly plan, you keep access until the end of the period you paid for. [ANNUAL PLAN REFUND TERMS — e.g. pro-rated refund of unused whole months.]
Number fees
Number rental is charged monthly in advance and is non-refundable once a number is activated, because carriers charge us for it. Porting in is always free.
Service problems
If a call fails because of a fault on our side, tell us within [N] days and we’ll credit the charge. Service credits for uptime are set out in [YOUR SLA DOCUMENT].
How to request a refund
Email [YOUR SUPPORT EMAIL] or use live chat with your account email and the transaction date. We reply within one working day and refund to the original payment method within [N] working days.
Chargebacks
Please talk to us before raising a chargeback — it is almost always faster. Accounts with open chargebacks may be paused while we investigate.