Refund & Cancellation Policy

Clear monthly pricing, prepaid extra minutes and cancellation at the end of your billing period.

Starting service

There is no automatic free trial on the managed plans. Your chosen price and included minutes are shown before Stripe takes payment. Number assignment follows payment and the applicable checks. Your service is activated after its required test call.

Cancelling

You can cancel your subscription anytime from Billing in your dashboard. Cancellation stops the next renewal; you keep access until the end of the current billing period.

Refunds

If we cannot assign a compliant number in your selected UK or US country or cannot activate your service, contact us for a refund of the subscription payment for that unactivated service, including its number component. Once activated, monthly fees and prepaid minute packs are generally non-refundable except where required by law or where we agree a remedy for a service fault. We pay the telephony and voice-AI providers.

Included number purchase and provisioning

For new customers who agree these terms before checkout, £5 of the first payment in GBP or $6 in USD covers number purchase and provisioning. It is part of your displayed first monthly payment, not an added charge and not a separate fee charged every month.

After the number has been successfully provisioned and supplied as part of your activated service, this component is normally non-refundable for a change-of-mind cancellation. Where we agree a voluntary refund of an otherwise eligible first payment, we may retain only this disclosed component. We do not retain it merely because a checkout or number request was made, apply it to earlier customers without their agreement, or deduct it again from a renewal refund.

Your legal rights and service problems

These terms do not exclude mandatory cancellation or refund rights, or remedies for a service fault. Where a refund is required by law, those requirements take precedence over the number-component policy. Tell us if the service was not activated, did not work as agreed, or your request concerns a statutory right so we can review the correct remedy.

Questions about billing? Email info@odettehq.com.