Refund Policy

This Refund Policy explains how billing works on ElevateBox and when a payment is eligible for a refund. It forms part of our Terms of Service.

ElevateBox uses a prepaid wallet. There is no subscription and no plan to cancel. You top up the wallet through Razorpay, and the wallet is charged for:

• Calls, per minute at the rate for the voice you choose, rounded up to 30-second blocks. Credits are held before each call and only the actual cost is charged afterwards.
• Phone numbers you rent, every 30 days while you keep them.

Every top-up, call charge, number charge and refund appears in the Billing tab of your dashboard.

New accounts receive free calling credits at signup. Free credits have no cash value and cannot be refunded or exchanged for money.

You are eligible for a refund if:

• You were charged in error — for example, the same top-up was taken twice, or a payment succeeded but never reached your wallet;
• A fault on our side charged you for a call or a phone number that did not work as described, and we could not fix it within a reasonable time; or
• You ask within 7 days of a top-up and have not used any of that top-up’s credits.

Where a charge for a call or number was wrong, we usually correct it by crediting your wallet. Refunds of a payment go back to the original payment method.

Credits already used for calls that connected, phone-number rental for a period that has already started, and free credits are not refundable, except where the law requires it.

Email [email protected] from the address on your account, with the date and amount of the payment or charge in question. We aim to respond to every refund request within 5 business days.

Approved refunds to your payment method typically appear within 5 to 10 business days, depending on your bank or card network. Wallet corrections appear straight away.

We’d rather resolve a billing problem directly — please contact us before filing a chargeback with your bank. Accounts with an open chargeback may be suspended while the dispute is investigated.

We may update this Refund Policy from time to time. Changes apply to payments made after the update takes effect.

Billing questions can be sent to [email protected] or through the contact page.