Refund Policy

Last updated January 4, 2024

Talkroute Inc – Refund Policy for Standard Service

NON-CONTRACTUAL SERVICE

The Talkroute service is pre-paid on a monthly, semi annual, or annual basis. Due to the non-contractual nature of these services, pre-paid purchases are nonrefundable and unused service is not eligible for credit, refund, or proration. However, in some cases a refund may be found to be appropriate and the following explanations are provided in an effort to offer additional transparency:

REFUND REQUESTS THAT MAY BE ELIGIBLE

  • A reasonable misunderstanding before making a purchase (e.g service plan, add-ons, plan upgrades). Any reasonable misunderstanding as it relates to a purchase must be reported within 3 days of the date of purchase to be considered for refund.

  • Failure to cancel service, add-ons, and/or make plan changes before the renewal date. Any failure to cancel as it relates to a purchase must be reported within 3 days of the renewal date to be considered for refund.

  • Talkroute service related issues that have been reported to the Talkroute support team but are not resolved in a timely manner by the Talkroute support team. Any service related refund requests must be submitted within 3 days of the reported issue to be considered for refund.

    • Talkroute considers the above eligible requests on a case-by-case basis. Talkroute reserves the right to consider all factors when making a decision to approve or deny a refund request.

    REFUND REQUESTS THAT ARE INELIGIBLE

  • Service, add-on, and/or plan purchases that incur cost(s) to Talkroute.

    • Example 1: If the customer purchases multiple add-ons and then requests a refund, that refund will likely be denied due to the cost incurred by Talkroute to provide those add-ons.

  • Prorations, credits, or refunds for unused service.

    • Example 1: If the customer chooses to terminate service midway through the current billing period, the customer will not receive a credit for unused service since Talkroute does not charge for services based on usage.

    Example 2: If the customer has not used the Talkroute service during prior billing periods, the customer will not receive a credit for unused service since Talkroute does not charge based on usage.

  • Service issues that are not directly related to Talkroute.

    • Example 1: If the customer reports a service related issue and it is determined to be caused by a third party provider, service, hardware, application, etc, the customer will not receive a proration, credit, or refund

  • Cancellations during the porting process.

    • Example 1: If the customer cancels service during the porting process the customer will not receive a proration, credit, or refund.

    Example 2: If the customer does not follow instructions to properly complete the porting process or if the losing carrier refuses to release the phone number(s) for transfer due to reasons outside of Talkroute’s control, the customer will not receive a proration, credit, or refund.

  • Failure to follow instructions provided when attempting to cancel Talkroute services.

    • Example 1: If the Talkroute support team requests additional information to verify the customer’s account but the customer fails to provide this information, the customer’s account will not be canceled and the customer may continue to be billed for services.

  • Denial of services due to violation of terms of service or the reasonable use policy.

    • Example 1: If the customer utilizes Talkroute in a manner otherwise than what is allowed and as a result has their services terminated, they will not be due any form of proration, credit, or refund.

    PROCESS AND REVIEW

    Refund requests can be made by opening a ticket with our support team and requesting a refund. These requests are processed in 5-7 business days. If a refund is granted, please allow for another 3-5 business days for the amount to be credited back to your payment method on file at the time of purchase.