Refunds and Cancellation Policy
Version 1.4 · Last updated 2026-11-02
Document change history
Version 1.4 · 2026-11-02
- Added full automatic refund for identity not approved within 7 days after payment.
- Aligned non-refundable loaded minutes/credit and paid-month cancellation.
- Aligned record retention after account closure.
Version 1.3 · 2026-10-28
- Previous recorded document wording.
1. Setup fees
The setup fee covers work we do for you. It is not refundable once setup work is complete, except as required by law. Consumers (individuals buying for personal use – sole traders and companies are business clients) may cancel within 7 days of the order (cooling-off) for a full refund, unless they asked us in writing to start earlier, in which case the value of work done is deducted.
2. Monthly fees
Monthly fees are paid in advance and are not pro-rated or refunded for part months. Service runs to the end of the paid month.
3. Unused minutes and credit
Included monthly minutes do not roll over. Bundle and top-up minutes and credit are not refundable in cash and are not refunded on cancellation, except where the law requires otherwise. Once loaded on your account they can be used until the account closes.
4. Cancelling your subscription
Cancel any time in the client portal or by email. No notice period applies: cancellation takes effect at the end of the current paid month, and your service runs until then. Setup fees are not refundable once setup work is done, except as required by law. We export your data on request and then close the account. Call recordings and transcripts are retained for 24 months after the call and verification records for 5 years after account closure, or longer where law or a dispute requires it.
5. How refunds are paid
Refunds are paid to the original payment method or by EFT within 10 business days of approval.
6. Payment before identity approval
You may pay before your identity check is approved. Your line is activated only after approval. If we cannot approve your identity check, or it is not approved within 7 days after payment, we automatically refund your full payment to the original payment method.