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Refund Policy

Last updated: October 19, 2025

1. Overview

At TringPhone, we strive to provide high-quality VoIP calling services. This Refund Policy outlines the circumstances under which refunds may be issued for credit purchases and other services. Please read this policy carefully before making any purchases.

2. Credit Purchases

TringPhone operates on a prepaid credit system:

  • Credits are purchased before use and deducted based on usage
  • Credits do not expire and remain in your account indefinitely
  • Credits are generally non-refundable once purchased
  • Unused credits remain available for future use

3. Refund Eligibility

Refunds may be issued in the following circumstances:

3.1 Technical Issues

  • Service outages that prevented you from using purchased credits
  • Call quality issues caused by our service (not your internet connection)
  • Technical errors that resulted in incorrect charges
  • System failures that prevented successful call completion

3.2 Billing Errors

  • Duplicate charges for the same transaction
  • Unauthorized charges to your account
  • Incorrect credit amounts added to your account
  • Pricing errors on our part

3.3 First-Time Purchase

First-time credit purchases may be eligible for a refund if:

  • Requested within 7 days of purchase
  • No more than 10% of purchased credits have been used
  • Service did not meet your expectations

3.4 Account Termination

If we terminate your account due to our error or without cause:

  • Remaining credit balance will be refunded in full
  • Refund processed within 14 business days

4. Non-Refundable Items

The following are generally not eligible for refunds:

  • Used Credits: Credits that have been used for completed calls
  • Phone Numbers: Purchased or ported phone numbers (monthly fees are non-refundable)
  • Connection Fees: One-time setup or activation fees
  • Poor Call Quality: Issues caused by your internet connection, device, or network
  • Change of Mind: After the 7-day first-purchase grace period
  • Bonus Credits: Free bonus credits given with promotional packages
  • Auto-Recharge: Credits added through auto-recharge (unless due to system error)

5. Refund Request Process

To request a refund, please follow these steps:

Step 1: Contact Support

Reach out to our support team via:

Step 2: Provide Required Information

Include the following in your refund request:

  • Your account email address
  • Transaction ID or order number
  • Date and amount of purchase
  • Reason for refund request
  • Supporting documentation (if applicable)

Step 3: Review Process

Our team will review your request and respond within:

  • 3 business days for standard requests
  • 1 business day for urgent technical issues
  • 5 business days for complex cases requiring investigation

Step 4: Refund Processing

If approved, your refund will be processed:

  • Back to original payment method
  • Processing time: 5-10 business days
  • You will receive an email confirmation

6. Processing Time

Refund processing times vary by payment method:

Payment MethodProcessing Time
Credit/Debit Card5-10 business days
PayPal3-5 business days
Bank Transfer7-14 business days
Cryptocurrency1-3 business days

Note: Processing times are estimates and may vary depending on your financial institution.

7. Partial Refunds

In some cases, we may offer partial refunds:

  • If a portion of credits have been used, we may refund the unused balance
  • For service quality issues affecting only some calls, we may credit your account proportionally
  • Account credit (instead of cash refund) may be offered as an alternative

8. Chargebacks

Important: Please contact us before initiating a chargeback with your bank.

If you initiate a chargeback:

  • Your account may be suspended pending investigation
  • We will provide transaction evidence to your financial institution
  • Unjustified chargebacks may result in account termination
  • Chargeback fees may be deducted from any approved refunds

We are committed to resolving disputes fairly and prefer to work with you directly before chargebacks are filed.

9. Promotional Credits

Promotional or bonus credits have special terms:

  • Not eligible for cash refunds
  • May expire after a specified period
  • Cannot be transferred or exchanged
  • Automatically forfeited upon account closure

10. Exceptions and Special Cases

We reserve the right to make exceptions to this policy on a case-by-case basis:

  • Extended service outages may warrant special refund considerations
  • Circumstances beyond normal refund eligibility may be reviewed
  • Customer loyalty and account history may be considered
  • Compassionate circumstances will be evaluated individually

11. Dispute Resolution

If you disagree with our refund decision:

  • You may escalate to our customer service manager
  • Provide additional documentation supporting your claim
  • We will conduct a secondary review within 5 business days
  • Final decisions will be communicated in writing

12. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Material changes will be communicated via email to all active users.

13. Contact Information

For refund requests or questions about this policy:

Need Help?

Before requesting a refund, try these resources: