Payments and refunds

Last updated

In plain terms

  • All payments are final. No refunds for unused words, partial periods or downgrades, except where the law requires it.
  • Plans renew automatically. Cancel anytime in Billing; you keep access until the end of the period you paid for and aren't charged again.
  • If we charge you by mistake, we put it right.
On this page

1.All payments are final

All payments are final. We don't offer refunds or credits for partial periods, unused words or downgrades, except where the law requires it.

Access starts the moment you pay, and the words in your plan are available straight away. That is why we don't offer refunds once a payment has gone through. Please pick your plan and billing period with care. The pricing page shows what each plan includes, and free test keys let you build against the API before you buy.

2.What this covers

We don't refund or credit:

  • Unused words. Allowances reset each month and don't carry over.
  • Partial periods. Cancelling part-way through a month or a year doesn't refund the rest of it.
  • Annual plans. An annual payment covers 12 months and isn't refunded after it is made, in whole or in part.
  • Downgrades. Moving to a smaller plan doesn't refund any part of what you already paid.
  • Overage already used. Pay-as-you-go words you used are billed at the end of the month, up to the spend cap you set.
  • Suspended or closed accounts. Including accounts closed for breaking the Acceptable Use Policy or the Terms.

3.Cancelling

Your plan renews automatically. You can cancel at any time in Billing in your dashboard, without contacting us. Cancelling stops future renewals. You keep your plan until the end of the period you've paid for, and you won't be charged again. To avoid an annual renewal, cancel before the renewal date shown in Billing.

4.Where the law gives you more

Nothing in this policy takes away rights you have under the law where you live. If a law requires a refund in a particular case, we will give it.

EU and UK consumers: the 14-day right of withdrawal. Consumers in the EU and UK normally have 14 days to withdraw from an online purchase. For digital services that start straight away, that right ends once the service starts, if you asked us to start immediately and acknowledged you would lose it. We ask for both before checkout. If we failed to ask, the 14-day right still applies, and we will honour it.

5.Billing mistakes

If we charge you twice for the same thing, charge the wrong amount, or keep charging after you cancelled, we fix it. We return the amount charged in error to your original payment method. That is a correction of our mistake, not a refund.

Tell us within 60 days of the charge so we can check it against our records and Stripe's.

6.Before you dispute a charge

Please contact us before you ask your bank to reverse a charge. A chargeback for a valid charge can lead to the account being suspended while it is open, as the Terms of Service explain.

7.How to reach us

Email support@intactvoice.com from the address on your account. Include:

  • the invoice number, or the date and amount of the charge;
  • your plan; and
  • what you think went wrong.

Never send full card numbers by email. We don't need them, and Stripe holds your card details.