Refund Policy

Overview

PollyReach provides voice calling services billed on a per-minute basis. We are committed to ensuring customer satisfaction and offer refunds in specific circumstances as outlined below.

Eligible Refund Scenarios

We process refunds in the following cases:

• Service Outage: Unplanned downtime lasting more than 24 hours that prevents you from using the Service
• Technical Errors: Bugs or system failures that result in incorrect charges or failed call delivery
• Billing Errors: Duplicate charges, incorrect amounts, or unauthorized transactions
• Account Termination: Unused credits when we terminate your account without cause

Non-Refundable Items

The following are not eligible for refunds:

• Successfully completed calls, even if the outcome was unsatisfactory
• Minutes consumed during your use of the Service
• Professional plan fees for the current billing period (unless the Service was unavailable)
• Unused minutes from Professional plans that do not roll over

How to Request a Refund

To request a refund, please contact us at:

Email: support@phoneai.tech

Please include your account token, the date(s) of the charge(s) in question, and a brief description of the issue.

Processing Time

Refund requests are reviewed within 3 business days. Approved refunds are processed within 14 business days. Refunds are issued using the same payment method originally used for the purchase.

Disputes

If you believe a charge is unauthorized or incorrect, please contact us immediately. We will investigate and resolve the issue. If you are not satisfied with our response, you may contact our payment processor Waffo Pancake or Creem, our Merchant of Record, for further assistance.

Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date.