DialLink Refund Policy
Version 2.0 · Effective November 2, 2026 · Previous versions: Legal Archive
This Refund Policy is part of the DialLink Terms of Service and explains when Fees are and are not refundable. Capitalized terms have the meanings given in the Terms of Service. If this Policy conflicts with the Terms of Service, the Terms of Service control. Where a mandatory consumer-protection law that cannot be waived applies to you, it prevails over this Policy to the extent of the conflict.
Refund requests go to support@diallink.com (Section 7). Submitting a request does not guarantee a refund; each request is reviewed against this Policy.
1. Subscriptions
1.1 Monthly plans. You may cancel at any time; cancellation takes effect at the end of the current Billing Period and the Services remain available until then. Fees already paid are non-refundable, including for unused time in the Billing Period, unused included minutes or messages, and unused credits.
1.2 Annual plans. You may cancel at any time; cancellation takes effect at the end of the current annual Subscription Term and the Services remain available until then. Prepaid annual Fees are non-refundable, including for the unused portion of the term, unused included minutes or messages, metered-call credit balances and promotional credits.
1.3 No pauses or partial refunds. Subscriptions cannot be paused. We do not refund Fees for Users or features removed during a Subscription Term, for partial Billing Periods, or for Services you did not use.
1.4 Professional services. Fees for set-up, training and other professional services are non-refundable once the services have been performed or scheduled work has begun.
2. Credits and Usage Charges
Prepaid calling credits, credits used for metered charges (such as international calling, additional minutes, messaging and AI usage) and promotional credits are non-refundable and non-transferable. Unused credits expire on the termination date of the Account (promotional credits expire earlier as provided in the Terms of Service). Usage charges billed in arrears are non-refundable once incurred.
3. Registration, Number and Other Fees
The following fees are non-refundable whether or not the related service is used, and are not prorated or transferred on cancellation: the one-time A2P 10DLC carrier registration fee and the monthly messaging fee; brand verification and carrier submission fees; fees for additional local, toll-free and international numbers, including one-time registration fees for international numbers; and any other fee identified as additional or one-time on our pricing page, in the Terms of Service or in the Documentation.
4. Free-Trial Conversions
You may cancel a free trial at any time before it ends without charge. If a trial converts to a paid plan and your payment method is charged, you may request a refund of that first charge only if both of the following are true: (a) the Services have not been used since the conversion; and (b) your request is received within 7 days after the conversion charge. Refunds under this Section are at DialLink's discretion after review of the Account's usage. Requests received after 7 days, or for Accounts used after conversion, are not eligible.
5. Hardware
5.1 Return window and condition. Hardware purchased from DialLink may be returned within 14 days of delivery if it is unused, in sellable condition and in its original packaging with all accessories, manuals and protective materials. Devices that have been used, damaged, or returned with missing packaging or components are not eligible. A desk phone that we configured for your Account before shipping it counts as unused if it has not been connected and used to place or receive calls; we remove it from your Account when the return is accepted.
5.2 Process. Request a return at support@diallink.com with your order information before shipping anything back. We will issue return instructions. We may inspect returned Hardware before approving a refund; the decision to refund or replace, and the refund amount, is made at our discretion after inspection.
5.3 Charges. Approved returns are subject to a 20% restocking fee. Return shipping is your responsibility; we may deduct it from the refund or require separate payment. Original shipping charges are not refunded.
5.4 Warranty. Defective Hardware is handled under the manufacturer's warranty as described in Section 9.2 of the Terms of Service, not under this Section.
6. Refunds Provided by the Terms of Service
The Terms of Service provide for refunds of prepaid Fees in a few specific situations, which are not affected by this Policy: termination by you because you object to a material change to the Agreement (Section 2.1), discontinuation of a paid feature without a materially equivalent replacement (Section 2.2), termination by you for DialLink's uncured material breach (Section 8.3), termination because of an intellectual property claim (Section 14.2), and termination following an objection to a new sub-processor (Data Processing Addendum, Section 4.3). Disputed charges and chargebacks are governed by Sections 7.7 and 7.8 of the Terms of Service; please contact us before initiating a chargeback.
7. How to Request a Refund
Email support@diallink.com from an Administrator's email address with: the Account name and sign-up email; the charge or order concerned; the reason for the request; and, for Hardware, the order number. We aim to respond to refund requests within 10 business days. Approved refunds are issued to the original payment method.
Questions: support@diallink.com · DialLink Corp., 1688 Meridian Ave, Suite 700, Miami Beach, FL 33139, United States.