Refund Policy

This Refund Policy explains how refunds are handled for DialLink subscriptions, credits and metered charges, one-time and additional fees, free-trial conversions, and hardware purchased from DialLink. It supplements the DialLink Terms of Service; if there is any conflict, the Terms of Service control. All refund requests must be submitted in writing to support@diallink.com and are reviewed by DialLink before any refund is issued. Nothing in this Policy limits or excludes any rights you may have under mandatory consumer-protection laws that cannot be lawfully waived; where such laws apply, they prevail over this Policy to the extent of any conflict.

1. Subscriptions

Monthly subscriptions

You can cancel your monthly subscription at any time. Your subscription will remain active until the end of the current billing period. All paid fees are non-refundable. This includes unused subscription time, unused calling credits, additional purchased credits, and promotional credits. Refunds are not issued for partial billing periods or for unused services within an active billing cycle.

Annual subscriptions

You can cancel your annual subscription at any time. Your subscription will remain active until the end of the current annual billing period. All paid fees are non-refundable. This includes unused subscription time, unused credit balances for metered calls, additional purchased credits, and promotional credits. Refunds are not issued for partial billing periods or for unused services within an active billing cycle, and you will not be entitled to a refund for any unused portion of prepaid annual term charges.

Unused services, pauses, and professional setup

DialLink does not provide refunds for unused services, including unused subscription time, unused calling credits, unused credit balances for metered services, additional purchased credits, or promotional credits. DialLink does not offer the option to pause subscriptions on any plan and does not offer refunds for unused professional setup services.

2. Credits and metered charges

Calling credits and credits used for metered charges are non-refundable. Upon cancellation of your account, for any reason, all unused calling credits and credits used for metered charges shall expire on the termination date. Refunds, transfers, or prorations are not available.

3. Registration, additional-number, and other fees

All one-time, recurring, and per-use fees charged in addition to your subscription are non-refundable, whether or not the associated service or feature is used. These fees are separate from your subscription and include, without limitation:

• Carrier and messaging compliance fees, such as the one-time carrier registration fee for business messaging (A2P 10DLC) and the monthly messaging fee.
• Fees for additional local, toll-free, and international phone numbers, including any one-time registration fee for an international number.
• Any other fees identified as additional or one-time charges on the DialLink pricing page at diallink.com/cloud-phone-system/pricing, in legal documents or support articles.

Once charged, these fees are not refunded, transferred, or prorated, including upon cancellation of your subscription or closure of your account. Any credits or balances associated with these services expire on the termination date, as described in Section 2.

4. Free-trial conversions

You can cancel your free trial at any time before it converts to a paid subscription. There is no obligation or charge as long as you cancel before the trial period ends.

If your free trial automatically converts to a paid subscription and you are charged, you may be considered for a refund review, provided that both of the following are true:

• The product has not been used since the trial expired and converted to a paid license.
• You submit a refund request to support@diallink.com within 3 business days of the automatic conversion.

Requests that meet both conditions will be reviewed by DialLink, and a refund of the converted charge may be issued at DialLink’s discretion following that review. Requests submitted after the 3-business-day window, or for products that have been used after conversion, are not eligible for a refund.

5. Hardware and equipment

All phones and equipment purchased from DialLink may be returned within 14 days of delivery, provided that:

• The device is unused and in new condition.
• The device is returned in its original, unopened packaging.
• All accessories, manuals, and protective materials are included.

Items that show any signs of use or activation, are damaged, or are missing original packaging or components are not eligible for return or refund.

To be considered for a review, all hardware refund and return requests must be submitted directly to support@diallink.com. DialLink reserves the right to inspect the returned hardware before approving any refund, and the final decision regarding refund, replacement, and any applicable refund amount is made after inspection at DialLink’s sole discretion.

All approved returns are subject to a 20% restocking fee. Return shipping costs are the responsibility of the customer and may either be deducted from the refund amount or paid separately.

6. How to request a refund

Submit all refund and return requests to support@diallink.com. Include your account details, such as the email you signed up with and the company name, the reason for the request, and, for hardware, the order information. Submitting a request does not guarantee a refund; each request is reviewed against the conditions in this policy.