Refund Policy
Last Updated: August 5, 2026
1. Overview
VoiceTerm (“we,” “us,” or “our”) provides inbound telephone numbers (DIDs), inbound voice services, SMS, MMS, and related telecommunications services on usage-based, recurring, and account-credit models. This policy explains when a customer may qualify for a refund or account credit and how to submit a request. Any written service agreement, order form, or rate sheet controls if its terms conflict with this policy.
2. Usage-Based Charges
Completed Usage: Charges for completed or attempted calls, SMS or MMS messages, and other metered services are non-refundable once delivered or incurred, except for a confirmed billing error.
Billing Disputes: Notify us in writing within seven calendar days of the invoice date. Identify the disputed charge and explain the basis of the dispute. If an error is confirmed, we will issue an appropriate account credit or refund.
3. Telephone Numbers, Recurring Fees, and Provisioning
Provisioned Telephone Numbers: Charges for numbers that have been ordered, activated, ported, reserved, or otherwise provisioned are non-refundable after provisioning begins, except for a confirmed billing error or service failure attributable to VoiceTerm.
Recurring Charges: Monthly DID, messaging, feature, platform, and other recurring charges are generally non-refundable after the billing cycle begins. Cancellation prevents future recurring charges after it becomes effective but does not automatically generate a refund for the current cycle.
Setup and Pass-Through Charges: Setup, activation, porting, carrier, regulatory, registration, verification, and other third-party or pass-through charges are non-refundable once incurred, except as required by law or agreed in writing.
Prepaid Balances: Unused prepaid cash balances may be eligible for refund after outstanding charges, commitments, disputes, chargebacks, and contractual obligations are resolved. Promotional, bonus, service, and non-cash credits have no cash value and are non-refundable.
4. Service Interruptions and Quality Issues
Report an interruption or quality issue promptly with the affected telephone number, date and time, and relevant call or message details. If we confirm that a material issue originated within VoiceTerm’s network or systems, we may issue a service credit or refund for the affected service and period based on the circumstances and applicable agreement.
VoiceTerm is not responsible for interruptions, filtering, blocking, delivery failures, or charges caused by carriers, mobile operators, internet providers, financial institutions, regulatory bodies, or other third parties outside our reasonable control, except as required by law or agreed in writing.
5. How to Request a Refund or Credit
Email support@voiceterm.com with your company name, account number, invoice number, amount disputed, and reason for your request. We may review account activity, invoices, usage, provisioning records, network logs, and other relevant information.
We will notify you after completing the review. Approved refunds are generally processed within 15 to 22 business days and, when practical, returned to the original payment method. Processing times may vary. When permitted, we may issue an account credit instead of a cash refund.
6. Non-Refundable Circumstances
Refunds or credits may be denied for:
- Charges not disputed within the allowed time;
- Services already used, consumed, provisioned, or committed to a third party;
- Promotional, bonus, or complimentary credits;
- Accounts suspended or terminated for fraud, unlawful activity, nonpayment, chargebacks, agreement violations, or misuse;
- Customer configuration errors, incompatible equipment or software, or failures outside VoiceTerm’s control; or
- Third-party fees and pass-through charges already incurred by VoiceTerm.
Nothing in this policy limits non-waivable rights or remedies available under applicable law.
7. Account Closure
Before closing an account, you must pay outstanding charges and cancel or release active telephone numbers and services in accordance with your agreement. Final usage and third-party charges may appear after the closure request. Any eligible remaining cash balance will be calculated only after the account is reconciled.
8. Changes to This Policy
We may update this policy periodically. Changes will be posted on our website with a revised “Last Updated” date. The policy in effect when a charge is incurred generally applies unless a written agreement provides otherwise.
9. Contact Information
Email: compliance@voiceterm.com
Phone: 702-605-2400