This Refund & Cancellation Policy outlines the terms under which VoIP Matrix processes refunds and cancellations for our services.
1. Monthly Plans
- Monthly subscriptions can be cancelled at any time
- Cancellation takes effect at the end of the current billing period
- No refunds are issued for the unused portion of a monthly subscription
- You will retain full access to services until the period ends
2. Annual Plans
- Annual plans include a 30-day money-back guarantee from the date of purchase
- Full refund issued if cancellation is requested within 30 days and no excessive usage has occurred
- After 30 days, annual plans are non-refundable
- Annual plan cancellations are prorated as service credit only, not cash refunds, after the 30-day window
3. Setup & Onboarding Fees
One-time setup fees, onboarding charges, and professional services fees are non-refundable once work has commenced.
4. Eligible Refund Scenarios
- Service was not delivered as described at the time of purchase
- Significant unplanned downtime exceeding our SLA without resolution
- Duplicate charges or billing errors on our part
- Cancellation within the 30-day money-back window (annual plans)
5. Non-Eligible Scenarios
- Change of mind after the 30-day window
- Failure to use the service after purchase
- Issues caused by customer-side hardware, internet, or configuration
- Violations of our Terms & Conditions resulting in account termination
6. How to Request a Refund
To request a refund, contact our billing team within the eligible period:
Refunds are processed within 7–10 business days to the original payment method.
7. GST & Taxes
Refunded amounts will exclude GST and any applicable taxes already remitted to the government. Tax invoices will be amended accordingly.
8. Contact