Refund and cancellation policy

Written to be read before you pay, not after. The short version: if we cannot deliver, you get your money back; if you simply change your mind mid-month, you keep the service until the period ends.

Cancelling

You can cancel at any time from the console or by contacting us. Cancellation takes effect at the end of the period you have already paid for — the service keeps working until then, and you are not charged again.

Export your call records and recordings before the account closes. When it closes, your phone number is released back to the carrier and cannot be recovered.

When we refund in full

• Your number could not be issued. If verification is refused for reasons outside your control and you never got a working service, everything you paid comes back.
• We charged you twice, or charged you the wrong amount. Tell us and we correct it, without argument.
• We ended your account without cause. The unused part of your period is refunded.
• The service materially failed and we could not fix it. If SyncTalk did not do what we said it does and we were unable to put it right in reasonable time, we refund the affected period.

When we do not refund

• Part-months after you cancel. You keep the service to the end of the period you paid for; we do not refund the remainder.
• Calls you have already made. Usage charges are for calls that were carried and paid for by us. They cannot be returned.
• Prepaid balance, as cash. A prepaid balance is money paid against future invoices. It is drawn down as you are billed and is not withdrawable — it is not a wallet and not a deposit. If you close your account with a balance, tell us and we will settle what remains fairly.
• Accounts we suspended for breaking the terms. Suspension for unsolicited calling or fraud does not attract a refund.

How to ask

Contact us with your account name and what went wrong. We respond within three working days and, where a refund is due, process it within seven working days of agreeing it. It goes back to the method you paid with.

If you disagree

Tell us why. Most refund arguments come from a misunderstanding about what was included or how a call was billed, and the call record usually settles it — you can see the same billing detail we can. If we have got it wrong, we will say so and fix it.