Refund and Cancellation Policy
Effective date: October 26, 2026
Draft for review. This document is a starting template and is not legal advice. Have it reviewed by a qualified attorney before publishing.
This Refund and Cancellation Policy explains how billing, cancellations, plan changes, and refunds work for Your Brand, provided by [Company Legal Name] ("we," "us," or "our"). It is part of our Terms of Service. If this Policy conflicts with the Terms of Service on refunds or cancellations, this Policy controls.
1. How Billing Works
1.1 Monthly billing in advance. Subscription packages and recurring add-ons (such as additional extensions and phone numbers) are billed monthly in advance, at the start of each billing period.
1.2 Billing date. Your billing date is the day of the month your subscription started, unless changed in the customer portal or by support.
1.3 Payment processing. Payments are processed by Stripe. Charges appear on your statement under a descriptor related to Your Brand or [Company Legal Name].
1.4 Taxes and regulatory fees. Taxes, regulatory fees, and surcharges are billed with your subscription. These amounts are generally not refundable once remitted to the applicable authority, except where a refund is required by law or we receive a corresponding refund.
1.5 Usage charges. Usage based charges, if any (for example, certain international or premium calls), are billed in arrears and are not refundable once the usage has occurred.
2. Cancellation
2.1 Cancel anytime. You may cancel your subscription at any time from the customer portal or by contacting support at support@example.com or +1 (555) 010-0000.
2.2 Effective at end of period. Cancellation takes effect at the end of your current billing period. You keep access to the Service until then, and you will not be charged for the next period.
2.3 Before you cancel. You should export any voicemails, recordings, call history, or configuration you need, and port out any phone numbers you want to keep. After the service period ends, data may be deleted and numbers released, as described in the Terms of Service and Privacy Policy.
2.4 Porting is not cancellation. Porting a number to another provider removes that number from your account but does not cancel your subscription or other add-ons. You must cancel those separately.
3. No Partial Month Refunds
3.1 Except where required by law or expressly stated in this Policy, we do not provide refunds or credits for partial months, unused extensions, unused phone numbers, unused features, or periods when you did not use the Service.
3.2 If you cancel partway through a billing period, you are not charged again, but the current period's fees are not refunded.
3.3 New account period. [Optional: Customers who cancel within [X] days of their first payment may request a full refund of the first month's subscription fee, excluding taxes, regulatory fees, usage charges, and number charges. Delete this paragraph if not offered.]
4. Plan and Add-on Changes
4.1 Upgrades. When you upgrade your package or add extensions, phone numbers, or other add-ons, the change takes effect immediately. You are charged a prorated amount for the remainder of the current billing period at the time of the change. The full new price applies from the next billing date.
4.2 Downgrades and removals. When you downgrade your package or remove add-ons, the change is applied according to our billing system. Depending on the change, it either takes effect at the end of the current billing period, or takes effect immediately with a prorated credit applied to your account balance. The portal shows which applies before you confirm the change.
4.3 Credits. Account credits from downgrades are applied to future invoices. Credits are not paid out as cash or card refunds, except where required by law or on account closure at our discretion.
4.4 Feature loss. Downgrading may remove features such as call recording. Data tied to those features, such as stored recordings, may become inaccessible or be deleted. Export data before downgrading.
5. Phone Number Charges
5.1 Phone numbers (local and toll free) are billed as part of your package or as recurring add-ons. One time setup or porting fees, if any, are non-refundable once the number is provisioned or the port is submitted.
5.2 Released numbers. When you remove a number from your account, or a number is released after cancellation or termination, it is returned to the carrier. Released numbers may be reassigned to someone else and may not be recoverable. We cannot guarantee that a released number can be restored, even if you ask shortly after release.
5.3 Number charges for the current billing period are not refunded when a number is removed or ported out mid period.
5.4 Carrier or numbering fees we pay on your behalf, such as for specific number requests, are non-refundable.
6. Service Outage Credits
6.1 We do not offer automatic outage credits or a guaranteed uptime percentage unless stated in a separate written service level agreement.
6.2 If you experience a significant service outage caused by our systems, you may request a credit. Requests must be submitted within [X] days of the outage to support@example.com and should include your account name, affected numbers or extensions, the date, time, and duration of the outage, and a description of the impact.
6.3 We review credit requests case by case. Any credit is at our reasonable discretion, is applied to a future invoice, and will not exceed the prorated subscription fees for the affected services during the outage period.
6.4 Credits are not available for outages caused by your internet service, equipment, power, local network, misconfiguration, account suspension for non-payment, violations of the Acceptable Use Policy, scheduled maintenance with notice, third party carrier issues outside our reasonable control, or force majeure events.
6.5 Credits are your sole remedy for service outages, to the extent permitted by law.
7. Suspension for Non-Payment
7.1 Fees continue to accrue while an account is suspended for non-payment. Suspension is not cancellation.
7.2 No refunds or credits are given for any period of suspension for non-payment.
7.3 When overdue amounts are paid, service is restored and billing continues as normal.
8. Hardware
If you purchase desk phones or other hardware from us, returns and refunds are governed by [the hardware return terms provided at purchase / Section to be added]. Hardware purchased from third parties is subject to the seller's return policy.
9. Chargebacks
9.1 Please contact us before disputing a charge with your bank or card issuer. Most billing questions can be resolved quickly through support.
9.2 If you file a chargeback, we may suspend the account while the dispute is reviewed. We may provide the card network and Stripe with information about your account and usage to respond to the dispute.
9.3 If a chargeback is resolved in our favor, the original charge remains due, and we may charge a reasonable dispute fee of [amount] if allowed by law. If a chargeback is filed for charges that are valid, we may terminate the account.
9.4 Filing a chargeback does not cancel your subscription.
10. How to Request a Refund or Credit
10.1 Send your request to support@example.com with:
- Account name and the email address on the account.
- Invoice number or charge date and amount.
- The reason for the request, with supporting details.
10.2 We will respond within [X] business days. Approved refunds are issued to the original payment method through Stripe. Processing time depends on your bank or card issuer.
10.3 Billing disputes must be raised within [60] days of the charge, as stated in the Terms of Service.
11. Changes to This Policy
We may update this Policy from time to time. Changes are posted with a new effective date and apply to billing periods that begin after the effective date. Material changes will be communicated by email or in the customer portal.
12. Contact
[Company Legal Name] [Street address, City, State ZIP] Email: support@example.com Phone: +1 (555) 010-0000 Website: https://example.com