The short version
If we cannot deliver what you paid for, you get your money back. If a service has already been set up and used, the work done is not refundable. Everything below explains this in detail for each type of purchase.
Monthly software subscriptions
This covers ISP Cloud Billing, Cloud PBX, WhatsApp Gateway and similar recurring services.
- If we fail to activate the service after you have paid, you receive a full refund.
- If you cancel within the first 7 days of a new subscription and the service has not been substantially used, you receive a refund of the monthly fee.
- After that, cancellation stops the next renewal. The current month, once started, is not refunded.
- Yearly (advance) payments: the unused full months are refunded on a pro-rata basis; the discount given for paying yearly is deducted first.
Setup and installation fees
Setup fees pay for work our engineers do once — server configuration, router integration, data migration and training. Once that work has started, the setup fee is not refundable. If we have not started, it is refunded in full.
Prepaid SMS, voice and message credit
Recharged credit is consumed as messages or calls are delivered. Delivered messages and completed calls cannot be refunded. Unused credit stays in your account and can be used later; it is not exchanged for cash. If messages fail because of a fault on our side, the credit for those messages is returned to your balance.
Custom software projects
- Custom projects are billed in agreed stages against a written scope.
- An advance is refundable in full if work has not started.
- Once a stage has begun, payment for that stage covers the work already completed and is not refunded; any remaining unstarted stages are refunded.
- If the delivered work does not match the agreed written scope, we fix it at no extra cost before any refund question arises.
Devices and hardware
- A device that arrives faulty or is dead on arrival is replaced, if reported within 3 days of delivery.
- Unopened devices in original packaging may be returned within 7 days of delivery; delivery charges are not refunded.
- Opened and configured devices are not returnable, but remain covered by the manufacturer warranty.
- Physical damage, water damage, power surge damage and unauthorised repair are not covered.
When we do not refund
- Service suspended because invoices were left unpaid.
- Accounts closed for unlawful use or for sending unsolicited bulk messages.
- Interruptions caused by operators, upstream providers, power or internet failure, or other events outside our control.
- A change of mind after a service has been set up and used.
How to request a refund
- Write to [email protected] or open a ticket in your client panel.
- Include your invoice number, the service concerned and the reason.
- We review and reply within 5 working days.
- Approved refunds are paid to the account or method you originally paid from, normally within 10 working days of approval.
Talk to us first
Most refund requests come from something that can simply be fixed. Before asking for your money back, call the hotline or open a ticket — in most cases our team solves the problem the same day.