Voiceterm Refund Policy

1. Overview
Voiceterm (“we,” “us,” or “our”) provides wholesale VoIP services on a usage-based and subscription-based model. This Refund Policy outlines the terms under which customers (“you,” “your,” or “Client”) may be eligible for refunds and how to request them. By using our services, you agree to the terms of this Refund Policy.

2. Usage-Based Services

• No Refunds for Consumed Minutes or Credits: Because our primary service is usage-based (e.g., minutes used, termination fees incurred), once usage has occurred, these charges are non-refundable.

• Billing Discrepancies: If you believe there is a billing error, you must notify us in writing within 7 calendar days of the invoice date. We will investigate the claim and, if an error is confirmed, we will issue the appropriate credit or refund to your account.

3. Subscription or Monthly Fees

• Pro-Rated Refunds: If you cancel your subscription within the first 7 days of a billing cycle and have not utilized the service beyond negligible test usage, you may be eligible for a pro-rated refund of that month’s fee.

• No Refund After Extensive Usage: If your account shows substantial usage after the subscription has begun, no refunds will be provided for that billing cycle.

• Account Credit: In certain cases, at our discretion, we may issue an account credit rather than a direct refund. This credit can be applied toward future charges.

4. Service Interruptions and Quality Issues

• Reporting Service Issues: In the event of a service outage or quality issue originating from our network, you must report the issue to our support team immediately so we can investigate and resolve it.

• Eligibility for Refund: If a confirmed outage or service issue is attributable to Voiceterm and significantly impacts your use of our services, we may, at our discretion, issue a partial or full refund for the affected period, or provide equivalent service credits.

5. How to Request a Refund

1. Contact Support: Email our billing or customer support team at support@voiceterm.com with your account details and a description of the issue or reason for the refund request.

2. Investigation: We will review your account usage, billing statements, and any relevant logs. You may be asked to provide additional information to assist our investigation.

3. Outcome: If we determine a refund or credit is warranted, we will process it within 15 - 22 business days. Refunds are typically issued in the same form of payment used for the original transaction.

6. Non-Refundable Circumstances

• Fraud or Breach of Terms: If your account is flagged for fraudulent activities, violations of our Terms of Service, or misuse of our platform, any refund request may be denied.

• Third-Party Charges: We are not responsible for refunds of any charges imposed by third-party carriers, banks, or payment processors beyond what is required by law or agreed upon in separate contracts.

7. Changes to This Policy
We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on our website with an updated “Last Updated” date. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

8. Contact Information
If you have any questions or concerns regarding this Refund Policy, please reach out to us at:

• Email: support@voiceterm.com

• Phone: 702-605-2400

Last Updated: 03/ 01/2025