Refund Policy

Last updated April 29, 2025

Table of contents

1. Introduction

The conditions of this Refund Policy are extended on all sales of Dialaxy software and associated services.

You must read carefully and understand the terms set out here before making the purchase. Your Dialaxy rights and benefits as a client are set out here with clear exceptions and limitations which can apply.

2. General Terms

After you order our services if any question arises, you are expected to liaise with our customer representatives. Our common procedure is to collect feedback from consumers and forward it to our Service Center for redress. After customer service has been taken into account, Refunds may be approved at Dialaxy’s discretion if the grievance is deemed valid based on our terms and conditions.

As our service center addresses most customer problems effectively, in this way, the refund requests are reduced.

3. Terms of Refund

All refund requests are subject to our refund policy and, if you apply and are eligible. Refunds are not guaranteed and are granted solely at Dialaxy’s discretion. We reserve the right to approve or deny any refund request based on an internal assessment of your claim.

No refunds will be issued where the grounds for reimbursement fall entirely outside Dialaxy’s control, including, but not limited to, third-party service failures, user-side technical issues, or other factors unrelated to our platform or services.

Please read this Refund Policy in full to understand your rights, limitations, and applicable procedures before submitting a request

Any purchase and plan downgrade refund request can only be accepted if it is submitted within 3-days of the date of subscription.
In order to obtain a refund, you must submit a refund request. This can be done by sending us an email at [email protected].
A refund application is a consideration only once. No additional compensation can be made for the same transaction after a subsequent purchase.
Refunded amounts will be credited back to the user’s original payment method. The refunded amount will only be credited to the same account or card initially used for the payment.
If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us.

4. Cancellation Policy

Here’s what you need to know about our cancellation policy:

Canceling your subscription/account doesn’t guarantee an automatic refund. To request a refund, follow the refund procedure. You can still get a refund if you cancel your subscription and send us a refund request email.
If you’re outside the 3-day refund window and don’t want to be charged further, make sure to cancel your subscription before your next billing date.
To cancel your subscription, go to Settings > Subscription, scroll down to the end of the page where you’ll find the ‘Danger Zone,’ and click on ‘Cancel Subscription.’
After you cancel your subscription, any data related to your account will be deleted on the nearest billing date.

5. Non-Refundable

Refunds will not be issued in any of the following circumstances, particularly where the cause lies outside Dialaxy’s control or involves non-recoverable costs:

External Factors

Service interruptions resulting from uncontrollable events, including but not limited to government bans, war, natural disasters, or other force majeure situations.
Dialaxy is not responsible for the deliverability, reliability, or policies of non-PSTN (Public Switched Telephone Network) services or external messaging platforms. Changes in third-party protocols may impact message delivery outside Dialaxy’s control.

Non-Recoverable Fees

Non-recoverable fees, such as payment processing charges and administrative costs.
TCR Registration Fees: Dialaxy charges fees for A2P 10DLC brand and campaign registration in compliance with U.S. carrier regulations. These fees are imposed by The Campaign Registry (TCR) and mobile carriers. Dialaxy passes these costs through without markup and has no control over their pricing.
Toll-Free SMS Sender Verification Charge: A carrier-mandated cost for registering a toll-free SMS sender, remitted to you at exactly what the carrier bills—no markup or margin by Dialaxy, and entirely outside our control.
No refunds will be given in the event that a phone number is assigned to a team member after purchase.
Refunds will not be available for any charges incurred for communication services such as calls, texts, or voicemails.
No refunds will be given for the credit loaded to your account.

User Actions

Dialaxy won’t be responsible or liable for a refund if a phone number(s) is released or suspended by the carrier provider.
If any fraudulent or illicit activities are detected.
New members (one or more) added to the workspace.
For mid-month cancellation of the subscription.
For open accounts unused for a long time.
Failure by a user to make use of a device that is compatible with the Dialaxy software. This subject is covered by the terms of Dialaxy software Compatibility Policy.
Failure to access software due to lost Internet connection or interference of the Internet Service Provider of the User.
Failure to access software due to the reset of the user’s device or the operating system update.
Interruption of user’s access to Dialaxy service due to firewalls at the user’s place.
As a result of changing Internet service provider, a user’s computer has lost access to the Internet.
The device of a consumer suffering fluctuating carrier signals as a consequence of a change in carrier operator or a merger.
Zero balance in the subscription account as a result customer cannot access the features.
The settings of a user’s phone are restored to factory status.
Update in the operating system of user’s smartphone, tablet, or computer.
Failure of the user to follow the Dialaxy configuration instructions given on our website or clarified by the staff of our Support Centre.
The user’s Dialaxy security abuse due to certain applications on the user’s computer or a certain antivirus program.
Lack of or failure of access to the user’s WIFI network.
Insufficient storage/space for in user’s iOS or Android device.

Personal Preferences

For personal problems or complaints such as “I don’t like the Dialaxy App anymore,” “I don’t have much need for the app,” “I changed my mind,” “I bought it by accident” etc.

Third-Party Services

Refunds will not be issued if you are unable to receive 2FA codes from third-party services such as WhatsApp, Telegram, Viber, or other over-the-top (OTT) messaging platforms.

6. Porting and Associated Fees

Non-Refundable Port-In Charges: Once your phone number is successfully transferred to Dialaxy, the port-in fee is non-refundable.

Retention of Phone Number: Dialaxy reserves the right to retain control of your mobile number until your account is in full compliance, including the settlement of all outstanding balances and the resolution of any pending disputes. This retention is in accordance with the Communications Authority’s regulations, which stipulate that a subscriber must clear all dues before porting their number.

Dispute Resolution and Release of Number: In the event of any billing or account disputes, a negative balance will be applied to your account as per the usage. The outstanding balance must be paid in full, and your account must be in good standing before your mobile number will be eligible for release and porting. Dialaxy retains the right to refuse porting requests until all conditions are met.

7. Refund Procedure

You need to submit a refund request by conversing with one of our support staff via chatbox on our website. You can also submit your refund request via an email (to [email protected]). Once the refund request is received, it will be taken into consideration within seven business days

8. Effects of Chargeback

If the use of the credit card or other payment forms for our services is subject to a chargeback, we reserve the right to cancel the user’s account. We will only resume our services for the customer after we have collected all due payments. The reactivation of the service can only take place at our choice afterwards.

You shall bear all expenses covered by us as a refund of your payment before continuing with the restoration of your service. You shall pay all litigation or accounting fees arising out of disputes as a result of refund payments.

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