1. 7-Day Free Trial
✅ Try RetainCall risk-free for 7 days. Cancel anytime during your trial period with no charges.
- All new accounts include a 7-day free trial
- Full access to all features during trial period
- No payment required to start trial
- Cancel anytime during trial — no questions asked
- No cancellation fees or penalties
2. Monthly Subscription Refunds
💳 Standard refund policy
Monthly subscriptions are non-refundable after the billing date. Service continues until the end of your current billing period when cancelled.
Why no pro-rated refunds?
- Telecommunications infrastructure costs are fixed monthly
- Phone numbers, SMS routing, and AI processing are reserved for your account
- 7-day free trial provides sufficient time to evaluate the service
- Standard practice for SaaS platforms with infrastructure costs
3. Exceptional Circumstances
We may provide refunds at our sole discretion for:
✅ Service failures
- Extended outages — service unavailable for 72+ hours
- Feature failures — core SMS/voice features not working
- Billing errors — incorrect charges or duplicate billing
- Account setup issues — unable to configure service properly
✅ Extraordinary situations
- Business closure — documented business closure within 30 days
- Regulatory issues — legal restrictions preventing service use
- Medical emergency — documented medical circumstances
- Technical incompatibility — service fundamentally incompatible with business phone system
4. Refund Process
📋 How to request a refund
- Contact support — email support@retaincall.com within 30 days
- Provide details — account information and reason for refund request
- Documentation — provide supporting documentation if applicable
- Review process — we'll review your request within 5 business days
- Refund processing — approved refunds processed within 7–10 business days
⏱️ Processing timeline
- Review — 5 business days maximum
- Credit card refunds — 3–5 business days after approval
- Bank transfers — 5–10 business days after approval
- International cards — may take an additional 2–3 days
5. What's Not Refundable
❌ No refunds for
- Change of mind — after trial period ends
- Lack of usage — not using the service doesn't qualify for refund
- SMS delivery issues — related to A2P 10DLC registration (customer responsibility)
- Customer setup errors — incorrect phone-forwarding configuration
- Third-party charges — phone carrier fees, hardware costs
- Partial months — already consumed service time
6. Cancellation vs. Refunds
🔄 How cancellation works
- Cancel anytime from your account dashboard
- Service continues until the end of your current billing period
- No additional charges after cancellation
- Data export available for 30 days after cancellation
- Reactivate your account within 90 days
7. Dispute Resolution
If you're not satisfied with our refund decision:
- Escalate to management — request review by senior management
- Mediation — we're willing to participate in mediation
- Chargeback rights — you maintain rights to dispute with your credit card company
- Small claims court — disputes under $5,000 may be resolved in small claims court
8. Modifications to Refund Policy
- We may update this refund policy with 30 days' notice
- Changes don't affect existing subscriptions retroactively
- Significant changes will be communicated via email
- Continued use after changes constitutes acceptance
9. Contact Information
For refund requests or questions about this policy:
- Email: support@retaincall.com (subject: "Refund Request — [Your Account Email]")
- Hours: Monday–Friday, 9 AM – 6 PM EST
10. Legal Disclaimer
This refund policy is subject to applicable consumer protection laws. Nothing in this policy limits your statutory rights as a consumer. Some jurisdictions do not allow certain limitations, so some provisions may not apply to you.