Refunds and cancellations

• Used credits aren't refundable. Credits are used when calls are charged, and when fees for phone numbers or extra concurrent calls are deducted.
• Unused paid credits are refundable when you close your account. Ask within 90 days of closing it. We refund the unused balance, minus the payment processing fees charged on that amount and any amounts you owe us.
• Promotional credits from coupons, offers or trials have no cash value and aren't refundable. When you have both kinds, promotional credits are used first.
• While your account is open, unused credits stay in your wallet for future calls. We don't refund part of a balance while you keep using Kallix.

If money left your account but your wallet wasn't credited, or you were charged twice for the same top-up, we'll refund the extra amount to your original payment method within five to seven working days of confirming the problem. Your bank may take a little longer to show it. If you'd rather, we can add the amount to your wallet instead.

Tell us at support@kallix.in with the transaction ID, and we'll check it with our payment processor.

• Phone numbers are rented for three months at a time, from ₹499 per number per month, at the rate shown in the dashboard when you rent them. Extra concurrent calls cost ₹999 per month each.
• Cancel at any time by writing to support@kallix.in from your account email.
• When you cancel, the add-on keeps working until the end of the period you've paid for, then stops and doesn't renew.
• No pro-rata refunds. We don't refund the unused part of a period.
• Released numbers. When a number rental ends, the number goes back to our telephony partner and may be given to someone else. We can't promise you'll get the same number back.

If you think a call was charged wrongly, for example billed twice, billed for longer than it lasted, or placed because of a fault on our side, tell us within seven days of the call.

1. Email support@kallix.in with the call ID or the number called, the date and time, and why you think the charge is wrong.
2. We review the call recording, our logs and the telephony records.
3. If the call was billed in error, we credit the right amount to your wallet and let you know.

These aren't billing errors: calls placed as your campaign settings directed, calls to wrong or outdated numbers in your contact list, and calls whose outcome you weren't happy with.

You can close your account at any time by writing to support@kallix.in from your account email. Before you do, export any recordings, transcripts or other data you want to keep.

When your account closes:

• add-ons stop, with no pro-rata refund for the rest of their period;
• unused paid credits are refunded as described under wallet credits, if you ask within 90 days;
• if we closed your account because of a serious breach of our acceptable use policy, we may first deduct any costs, fines or penalties the breach caused.

If we close your account for our own reasons, we refund all unused paid credits without deducting payment processing fees.

If you have a signed enterprise contract, its terms on billing, credits, refunds and cancellation apply. Where the contract doesn't cover a point, this policy applies.

Email support@kallix.in from your account email and include:

• the email address on your Kallix account;
• the transaction ID of the payment, from your invoice or payment receipt;
• the amount and the reason for your request.

We'll confirm we've received your request, check it against our records and tell you the outcome. We aim to send approved refunds within seven working days of approving them. Refunds go back to the original payment method. If that isn't possible, we'll pay into a bank account in the account holder's name once we've verified it. Any GST on the refunded amount is adjusted through a credit note, as GST law allows.

For billing questions, write to support@kallix.in. If you're unhappy with how we handled a refund request, reply to our decision and ask for it to be reviewed.