Refund Policy

1. Overview

This Refund Policy governs all refund requests for subscriptions to IntelliVoice's software-as-a-service platform (the “Service”). By purchasing a subscription, you agree to the terms set forth in this policy.

We offer a 30-day refund window from the date of purchase or renewal. Refund amounts for annual subscriptions are calculated using a prorated method based on the standard monthly price, not the discounted annual rate.

2. Eligibility

To be eligible for a refund, you must meet all of the following conditions:

• Your refund request is submitted within 30 calendar days of your initial purchase date or most recent renewal date.
• You have not previously received a refund for the same subscription period.
• Your account has not been terminated due to a violation of our Terms of Service.
• You have not engaged in activity that constitutes abuse of the refund policy (e.g., repeated subscribe-and-refund cycles).

3. Refund Calculation for Annual Subscriptions

Annual subscriptions are offered at a discounted rate compared to month-to-month billing. If you request a refund after using the Service for one or more months, the refund is calculated using the standard monthly price — not the discounted annual equivalent.

How It Works

The refund amount is determined using the following formula:

Worked Example

Consider a plan with the following pricing:

Scenario: A customer pays $120 for an annual subscription and requests a refund after 2 months of use.

1. Amount paid: $120 (annual subscription)
2. Months used: 2 months
3. Cost of usage at standard monthly rate: 2 × $15 = $30
4. Refund amount: $120 − $30 = $90

Important: The refund is not calculated using the discounted annual rate ($10/month). The customer does not receive a $100 refund ($120 − $20), because the annual discount applies only when the full term is completed.

4. Monthly Subscriptions

For monthly subscriptions, a full refund is available if requested within 30 days of the billing date. No prorating applies — either a full refund is issued or no refund is issued, based on whether the request falls within the 30-day window.

5. What Is Not Eligible for a Refund

The following are not eligible for refunds under any circumstances:

• One-time purchases such as add-ons, usage credits, or professional services.
• Accounts suspended or terminated due to abuse, fraud, or violations of the Terms of Service.
• Refund requests submitted more than 30 days after the applicable billing date.
• Third-party services or integrations purchased through our platform.
• Unused minutes or credits that remain after the 30-day refund window has closed.

6. How to Request a Refund

1. Contact Support — Send an email to info@intelivoice.ai or open a support ticket from your account dashboard. Include your account email and the reason for your request.
2. Verification — Our team will verify your purchase date, usage history, and eligibility within 2 business days.
3. Processing — Approved refunds are processed and returned to the original payment method within 5–10 business days, depending on your financial institution.

If you paid via invoice or wire transfer, processing may take up to 15 business days. We will keep you informed via email throughout the process.

7. Cancellations

You may cancel your subscription at any time through your account settings. Upon cancellation:

• You retain access to the Service until the end of your current billing period.
• No further charges will be applied after cancellation.
• Cancellation alone does not trigger a refund. If you wish to receive a refund, you must submit a separate refund request as described in Section 6.

8. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email or in-app notification at least 14 days before they take effect. Continued use of the Service after changes have been communicated constitutes acceptance of the revised terms.

9. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund, please contact us:

• Email: info@intelivoice.ai
• Support Portal: intelivoice.ai/contact-us
• Business Hours: Monday–Friday, 9:00 AM – 6:00 PM AEST