1. Overview
At Echolink Tel, we strive to deliver premium carrier-grade Voice, SMS, and Technology services. Because telecommunications traffic (minutes and SMS segments) is a consumable digital service, our refund policy is strictly defined to ensure fair usage and prevent fraud, in compliance with financial regulations.
2. Eligibility for Refunds
Refunds are evaluated on a case-by-case basis and may be granted under the following circumstances:
- Non-Provisioning: A purchased service package fails to activate or provision on your account due to a technical error on our platform.
- Billing Errors: You are double-charged or incorrectly billed for a service package due to a system glitch during the checkout process.
- Unused Prepaid Balance: If you decide to close your account, any entirely unused, unmodified prepaid funds may be eligible for a refund, subject to an administrative processing fee.
3. Non-Refundable Services
The following scenarios and items are strictly non-refundable:
- Consumed telecom traffic (any successfully routed Voice minutes or delivered SMS messages).
- Setup fees, DID configuration charges, and custom technology integrations.
- Accounts suspended or terminated due to a violation of our Acceptable Use Policy (AUP), including suspected fraud, AIT, or spamming.
4. Dispute Resolution Window
Clients must report any billing discrepancies, technical failures, or refund requests within 14 days of the transaction date. Requests made after this period will not be considered.
5. How to Request a Refund
To initiate a refund request, please contact our support team at info@echolink-tel.com with the following information:
- Your Company Name and Account ID.
- The transaction date and invoice number.
- A detailed explanation of the issue (e.g., routing failure logs, double-charge proof).
6. Refund Processing Timeline
Once a refund is approved by our billing department, the funds will be credited back to the original method of payment (e.g., the specific Visa, Mastercard, or Amex used during checkout). Please allow 5 to 10 business days for the transaction to reflect in your bank account, depending on your financial institution’s processing times.