Refund Policy
Last updated: 11 November 2026
This policy covers charges to your saved card for calls, and purchases of Callingual credit made before calls were charged to a card. It is part of the Terms of Use.
Calls you made: not refundable
Each charge pays for calls already made, billed per started minute at the rates on the pricing page. A call that was made and billed correctly is not refunded, including when the other person hung up early or the call went to voicemail.
Billing errors: refunded
If we charged you in error, we refund the amount charged in error and its tax. For example: a call billed twice, minutes billed after a call ended, a rate other than the one shown for that number, or a call that failed because of a fault in Callingual. Ask within 60 days of the charge.
Credit bought earlier
Credit packs are no longer sold. Unused credit from an earlier purchase can be refunded on request within 14 days of that purchase; if part of it was used, the unused part can be refunded. Credit spent on calls, credit after those 14 days, expired credit (12 months after purchase), credit we gave at no charge and credit on a deleted account are not refunded.
Company accounts that close
Unused pool credit can be refunded within 14 days of purchase under the Refund Policy; ask before closing. Credit left at closing moves to the owner and is not refundable. It keeps its original expiry date and can be used for the owner’s own calls.
How to ask
Email support@callingual.com from the address of your Callingual account, with the date and amount of the charge or purchase and what went wrong. For an earlier purchase, you can also contact Paddle at paddle.net, using the details on your receipt. Ask before you delete your account.
How refunds are paid
Refunds of card charges are paid by Callingual through Stripe to the card that was charged, including the tax on the refunded amount; banks usually show them within 5 to 10 business days. Earlier purchases of credit were conducted by our online reseller Paddle.com, the Merchant of Record for those orders, so their refunds are paid by Paddle to the card or account you paid with, including the tax on the refunded amount. That credit is then removed from your balance.
Disputed payments
If you dispute a charge or a payment with your bank or card issuer instead, your account cannot place calls until we have reviewed the dispute; for a purchase of credit, the credit from that purchase is also removed. Ask us first.
Your rights under law
This policy does not limit any refund rights you have under the consumer laws of the place where you live.