Payments and refunds

Adding credit

• You choose an amount in US dollars, from $20 to $5,000 per payment, and a supported cryptocurrency. Accounts also have a daily limit, shown in the account area.
• We show you the address to pay, the exact amount to send and the exchange rate used. The rate is fixed for 15 minutes.
• Send exactly the amount shown, to the last digit, on the network shown. The address is shared by our customers, and the exact amount is how we know the payment is yours. For Solana, scan the QR code: it carries a reference that identifies your payment.
• Credit is added once the payment has the number of network confirmations shown with it. Until then it is shown as pending.
• You pay the network fee. If your wallet or exchange takes its fee out of the amount, less arrives; see below for how that is handled.

Payments are final

• When you add credit you ask us to make it available as soon as the payment confirms, and you agree that the payment is final from then on. Where the law gives you a right to cancel a purchase made at a distance, you acknowledge that this right ends once the credit is made available.
• Credit is for our services: calls and, if you order one, a virtual number. It cannot be withdrawn, paid out, exchanged for money or cryptocurrency, or moved to another account.
• Credit does not expire while your account is open.

Refunds go back to your balance

If something we charged you for did not work as it should, we add the amount back to your balance as credit. For example:

• A call that was charged wrongly, such as a call that dropped straight away or was billed for the wrong length.
• A virtual number order we accepted but could not deliver.
• A charge we made by mistake.

Ask from the refunds page in your account, or email us. We check the call or order and answer in your account. A call is never refunded for more than it cost. Credit used for traffic that breaks the acceptable use policy is not refunded.

When a payment does not match

Payments that arrive exactly as requested are credited automatically. So are small differences, at the rate you were given, when yours is the only payment waiting in that coin. Anything else is reviewed by a person, and the value is added to your balance:

• Too little sent. Up to 1% short is credited automatically for the value received once the 15 minutes end. You can send the rest before the timer ends; otherwise we credit the value received at the rate you were given.
• Too much sent. Up to 10% over is credited automatically for the full value received. Beyond that, we credit the full value received at the rate you were given after review; if that takes one payment above $5,000, we contact you first.
• Sent after the rate expired. We credit it at the exchange rate when we review it.

We cannot tell which payment is yours. If the amount that arrives does not match your payment, for example because an exchange took a fee, contact us with the transaction ID and we will match it by hand.

Wrong network or unsupported coin. Funds sent on a network or in a token we did not ask for may not be recoverable. If we can recover them, we add their value to your balance, less the cost of recovering them.

If a payment is reversed

Rarely, a blockchain reorganises and a confirmed payment disappears. If a payment we credited is reversed this way, we reverse the credit, and calling on the account is paused while we review it. Credit already used for calls becomes an amount you owe us.

Disputed charges

Every charge is listed on your statement with the call it belongs to. If you think a charge is wrong, contact us within 30 days. If we agree, the amount goes back to your balance as a separate entry on your statement; existing entries are never edited.

Your legal rights

Nothing in this policy limits rights you have under the law where you live that cannot be excluded by agreement.

Complaints

Contact us first at [email protected]. We aim to answer within 14 days. If you are a consumer and we cannot agree, you can contact the consumer protection body where you live.