Refund & Cancellation Policy

This policy explains how billing, cancellations and refunds work for VoiceAgent.sbs. It supplements our Terms & Conditions.

1. Usage-based billing

Standard plans are billed per minute of active AI talk time actually used - see Pricing for current rates. Because charges correspond to service already delivered (a call your agent already handled), usage that has already occurred is generally not refundable, except as described below.

2. Cancelling your account

You may cancel at any time from the dashboard or by contacting [email protected]. Cancellation stops future usage charges from accruing; it does not retroactively refund minutes already used prior to cancellation. Your data remains accessible per our Privacy Policy retention terms unless you request deletion.

3. When a refund may apply

We will consider a refund or credit in cases such as:

• A billing error - you were charged an incorrect amount due to a fault on our side.
• A verified Service outage that prevented your agents from handling calls during a billed period.
• A duplicate charge caused by a payment processing error.

To request a review, email [email protected] within 30 days of the charge in question, including your account details and a description of the issue. We will investigate and respond with a resolution.

4. Bring-your-own-Twilio charges

If you connect your own telephony account, telephony/carrier charges are billed to you directly by that provider and are subject to that provider's own refund policies - we cannot refund charges we did not bill.

5. Enterprise / committed-use plans

Committed-use or custom enterprise agreements are governed by the cancellation and refund terms in the applicable signed order form or agreement, which take precedence over this general policy where they conflict.

6. How refunds are issued

Approved refunds are issued to the original payment method where possible, typically within 5-10 business days of approval, depending on your payment provider.

7. Changes to this policy

We may update this policy from time to time; the "Last updated" date above reflects the latest revision.

8. Contact us

Billing questions? Email [email protected] or use our contact form.