Refunds & Disputes Policy

1. Prepaid Telecom Services

Voiplid services are prepaid digital and intangible telecom services. Wallet credit is used to pay for call usage, DID activation, DID recurring charges, SIP trunking, add-ons, provisioning costs, compliance-related costs, and other service charges.

Once a service is used, provisioned, activated, routed, reserved, renewed, or consumed, the related charge is generally non-refundable.

2. Wallet Top-Ups

Wallet top-ups are prepaid service credit only. They are not a bank account, deposit account, stored-value account, loan, investment, or e-money product.

Wallet credit:

• can only be used for Voiplid services;
• does not earn interest;
• has no cash value except where a refund is expressly approved by us;
• is not transferable unless we approve it in writing;
• may be used to settle unpaid charges, DID fees, usage charges, chargeback fees, dispute costs, or other amounts owed to us.

3. Used Credit Is Non-Refundable

Wallet credit that has been used for any service is non-refundable, including but not limited to:

• completed or attempted calls;
• call termination charges;
• DID activation or setup fees;
• DID monthly or recurring fees;
• SIP trunking services;
• add-ons or recurring services;
• provisioning or carrier-related costs;
• compliance or documentation-related costs;
• administrative or manual handling costs.

Call charges shown in our billing records, invoices, wallet ledger, or CDRs may be treated as evidence of usage.

4. Unused Wallet Balance

Refunds of unused wallet balance are reviewed case by case and are at our sole discretion.

We may require identity verification, business verification, payment verification, fraud review, account ownership confirmation, or other checks before approving any refund.

A refund may be refused, delayed, reduced, or held if:

• the account has suspicious activity;
• KYC or payment verification is incomplete;
• there is fraud, abuse, or security risk;
• there is an active chargeback, payment dispute, or reversal;
• there are unpaid charges or negative balance;
• the payment method appears stolen, unauthorized, or high-risk;
• the account violated our Terms, AUP, carrier rules, or applicable law;
• the refund request relates to used, provisioned, activated, or reserved services.

5. Refund Deductions

If a refund is approved, we may deduct:

• non-recoverable payment processor fees;
• bank or card network fees;
• currency conversion costs;
• chargeback or dispute fees;
• unpaid service charges;
• DID, carrier, or provisioning costs;
• administrative handling fees;
• compliance review costs;
• fraud or risk investigation costs;
• any other amount owed to us.

Refunds will normally be returned to the original payment method where possible. We do not guarantee that refunds can be issued to a different payment method.

6. DID / Number Fees

DID activation fees, setup fees, provisioning fees, carrier fees, compliance fees, and number reservation fees are generally non-refundable once provisioning begins, whether or not the DID is later used by the customer.

Monthly DID fees are generally non-refundable once the billing cycle has started.

If a DID order is rejected by a carrier, regulator, or upstream provider, any refund or credit will depend on whether carrier/provider costs were already incurred. Carrier approval is not guaranteed.

If a DID is suspended, cancelled, released, or lost due to non-payment, failed verification, policy violation, carrier requirement, or customer request, related fees are generally non-refundable.

7. Call Quality, Route, and Completion

Telecom services depend on third-party carriers, destination networks, internet connectivity, customer equipment, PBX configuration, and recipient networks.

Refunds are not normally provided for:

• calls that were answered or connected according to CDRs;
• calls affected by customer PBX/device/internet issues;
• caller ID changes or blocking by carriers;
• destination network restrictions;
• route changes;
• intermittent call quality issues;
• failed calls where no charge was applied;
• issues caused by incorrect customer configuration.

Where we confirm a billing error caused solely by our platform, we may provide a wallet credit or correction at our discretion.

8. Billing Disputes

You must report billing disputes within seven (7) days from the date the relevant charge, wallet deduction, invoice, or CDR becomes available in the portal.

Disputes submitted after this period may be treated as accepted and may not be eligible for refund or adjustment.

When submitting a dispute, you must provide enough details for us to investigate, including the date, amount, DID, destination, call record, invoice, payment reference, or other relevant information.

9. Chargebacks, Reversals, and Payment Disputes

If you file a chargeback, card dispute, payment reversal, or bank dispute, we may immediately suspend or restrict your account and services while the matter is investigated.

We may submit evidence to payment processors, banks, card networks, carriers, or relevant parties, including:

• account logs;
• login records;
• IP addresses;
• payment records;
• wallet ledger;
• invoices;
• CDRs;
• DID provisioning records;
• KYC records;
• support communications;
• service usage history.

If a chargeback, reversal, or dispute results in loss, fees, penalties, or unpaid service usage, you remain responsible for those amounts. We may deduct such amounts from your wallet, require repayment, refuse future service, or terminate your account.

Repeated disputes, suspicious payment behavior, or abusive chargeback activity may result in permanent account termination.

10. Fraud, Abuse, and Policy Violations

Refunds may be refused where we reasonably believe the account, payment, traffic, DID, caller ID, or service usage is connected to fraud, abuse, spam, scam activity, illegal activity, carrier rule evasion, suspicious traffic, unauthorized resale, or violation of our Terms or Acceptable Use Policy.

We may also retain relevant data and records for fraud prevention, compliance, legal, accounting, and dispute-handling purposes.

11. Account Closure

If you close your account, active services and DIDs may be cancelled or released. Once a DID is released, it may not be recoverable.

Any remaining unused wallet balance may be reviewed for refund eligibility, subject to verification, unpaid charges, chargeback risk, provider costs, processor fees, administrative fees, and this Policy.

We may refuse refund requests for closed accounts where verification cannot be completed or where the account was closed due to fraud, abuse, payment risk, or policy violation.

12. Refund Method and Processing

Approved refunds will normally be processed back to the original payment method where possible. Processing times depend on payment processors, banks, card issuers, and other third parties.

We are not responsible for delays caused by banks, card networks, payment processors, currency conversion, or incorrect customer information.