This Refund Policy applies to all customers who subscribe to Phonotel's cloud telephony, virtual number, IVR, AI voice, call management, messaging, and related communication services after the effective date mentioned above.
Please read this policy carefully before purchasing any service from Phonotel.
1. Scope
This Refund Policy applies to:
- Virtual Phone Numbers
- Toll-Free Numbers
- Cloud Telephony Plans
- IVR Services
- AI Voice Solutions
- SMS Services
- WhatsApp Business Solutions
- Subscription-based Communication Services
Unless otherwise stated in a custom agreement, proposal, enterprise contract, or service order.
2. Refund Eligibility
Phonotel may provide a refund subject to the conditions outlined below.
A refund request will only be considered valid if:
- The refund request is submitted within 15 days from the Activation Date.
- The purchased number or service has not been successfully activated within 15 days due to reasons solely attributable to Phonotel.
- The customer has not substantially used the service.
- The account usage remains within the limits defined under Phonotel's Fair Usage Policy.
- No major service configuration, customization, integration, or onboarding activity has been completed for the customer.
*Activation Date*refers to the date on which the customer's account, number, or subscribed service is first provisioned and made available for use.
3. Non-Refundable Services
Refunds will generally not be available for:
- Setup fees
- One-time onboarding charges
- Custom development work
- API implementation services
- CRM integration services
- Third-party licensing fees
- Telecom operator charges
- DLT registration fees
- Number provisioning fees
- Custom enterprise configurations
- Consulting or professional services
These charges are incurred immediately upon service provisioning and are therefore non-refundable.
4. Conditions Under Which Refund Will Not Be Processed
Phonotel shall not be obligated to process a refund under the following circumstances:
Service Usage
- The service has already been activated and substantially used.
- Call minutes, SMS credits, WhatsApp conversations, API requests, or other service usage has occurred beyond reasonable evaluation limits.
Policy Violation
- The customer has violated Phonotel's Terms & Conditions.
- The customer has engaged in spam, phishing, fraud, illegal marketing, or unlawful communication practices.
- The customer has violated telecom regulations, TRAI guidelines, DLT regulations, privacy laws, or any applicable legal requirements.
Incomplete Requests
- The refund request is incomplete.
- Required account information, payment details, invoices, or supporting documents have not been provided.
Third-Party Charges
- Costs already paid to telecom operators, regulatory bodies, cloud providers, WhatsApp providers, SMS gateways, or other third-party vendors.
Custom Work
- Any customized development, integration, consulting, onboarding, migration, or implementation work has already started or been completed.
5. Refund Request Process
To request a refund, customers must contact Phonotel Support within the eligible refund period.
Refund requests should include:
- Registered account details
- Company name
- Registered email address
- Invoice or payment reference
- Reason for the refund request
- Supporting documentation (if applicable)
Refund requests can be submitted through:
Email: hello@phonotel.com
Phonotel may request additional information before reviewing a claim.
6. Refund Review and Approval
All refund requests are reviewed on a case-by-case basis.
Submitting a refund request does not automatically guarantee approval.
Phonotel reserves the right to:
- Verify account activity
- Review service usage
- Validate compliance with this policy
- Request additional documentation
- Approve or reject the refund request based on the facts of the case
The decision of Phonotel shall be final, subject to applicable laws.
7. Refund Processing Time
If a refund is approved:
- Refunds will be processed through the original payment method wherever possible.
- Processing may take between 7 to 15 business days, depending on banks, payment gateways, telecom providers, and financial institutions.
Phonotel shall not be responsible for delays caused by third-party payment processors or banking systems.
8. Policy Updates
Phonotel reserves the right to modify, update, or replace this Refund Policy at any time.
Any updates will be published on this page with a revised effective date.
Continued use of Phonotel's services after any update constitutes acceptance of the revised policy.
9. Contact Us
For refund-related questions or requests, please contact:
Phonotel
Email: hello@phonotel.com
Phone: +91 9315471293
Website: https://www.phonotel.com