Refund policy

The short version: once a Phoner charge goes through, it stays. We return money only in the three situations described in section 4, and only when our records back the claim. You can stop any future charge yourself, at any time, from billing settings.

1. What a charge pays for

Every Phoner plan is a recurring subscription, priced per user and billed monthly or yearly, with add-on numbers billed per number per month. A charge buys access to the phone system for the coming period: your numbers stay assigned to you, your lines ring, your menus and routing run, and the limits of your plan apply from the first minute of that period. Access is provisioned in full when the period starts, so the fee is the same whether your team takes a thousand calls or none.

When you subscribe you ask us to activate the service straight away and you accept that, because the service starts immediately, any statutory withdrawal or cooling-off right ends once it has begun.

2. Situations that do not lead to a refund

• You changed your mind, switched providers, or no longer need a business line.
• Your team made few or no calls during a paid period.
• A renewal was charged and you forgot to cancel beforehand, or you cancelled right after it went through.
• A renewal was collected a few days late after earlier card attempts failed (section 5 explains why that period was already due).
• You expected a one-time fee. Every plan renews, and the pricing page, checkout, confirmation email and billing settings all say so.
• You picked the wrong plan, the wrong billing term, too many users, or extra numbers you later stopped using.
• A feature behaved differently from what you assumed, where the pricing page does not describe it that way.
• Call quality problems caused by your own internet connection, Wi-Fi, headset, router or device.
• A number port that was delayed or rejected by your previous carrier.
• The unused remainder of a period after you cancel. Service runs to the end of what you paid for and is never pro-rated.
• Use of your account by someone you shared your sign-in with.

3. Cancelling, renewals and failed payments

You cancel from billing settings in the app, without writing to us. From that moment no further renewal is taken, and your lines keep working until the paid period ends. Cancelling never reverses a payment that was already collected, and it is not treated as a refund request.

A subscription renews on its own until it is cancelled. As soon as a new period begins, service for that whole period is in place and its payment is owed. If the card is declined, the amount is still owed: the payment is retried over the following days, which is ordinary for card billing and is not a duplicate charge. Cancelling during those retries stops the renewals after this one, but the open invoice for the current period remains payable and is not refundable once collected. To avoid a renewal, cancel before the renewal date shown in billing settings.

4. When we do return a charge

There are three cases, each of which has to be supported by the records described in section 6.

• Double billing. A fault in our billing charged you twice for the same period.
• Unauthorised payment, proven. Someone used your card without permission, you tell us within 14 days of the charge, and our records and those of our payment operator confirm it. A statement alone is not enough; we may ask you to show that you have reported the misuse to your card issuer.
• Complete outage. A confirmed fault on our side made calling, receiving calls and texting through Phoner impossible for a continuous stretch, you reported it while it was happening, and we could not fix it. Degraded audio, slow transcription and problems with your own equipment or network do not count.

An approved refund is capped at what you actually paid for the affected period, goes back only to the card that was charged, and is the whole of our liability for that charge. One approved refund does not create a right to another.

5. How to ask

Email [email protected] from the address on your Phoner account within 14 days of the charge, with the date and amount and the case from section 4 that you believe applies. Requests sent from another address or after 14 days are not considered. We review them in the order they arrive and do not reopen declined requests.

Filing a chargeback with your bank instead of writing to us first breaches our terms of service and leads to the account being closed for good.

6. Records we keep

When you create an account you accept our terms of service, which include this policy and our privacy policy. Before any payment the checkout shows the plan, the price per user, the billing period and the fact that it renews automatically, and your confirmation email repeats it.

For each subscription we keep the purchase date and time, the plan and price shown at checkout, your acceptance of the terms, the emails we sent you, renewal notices, and the account activity log: sign-ins, numbers assigned, calls placed and received, texts and settings changes, with the technical details recorded alongside them. Our payment operator keeps its own record of every transaction, including the card's country of issue, where the payment came from and the outcome of bank authentication such as 3D Secure. We weigh claims of unauthorised use against these records, and if a dispute is raised with your bank we send them to it.

7. Earlier purchases

Payments made before October 14, 2026 remain covered by the terms that applied when they were made. Questions about this policy go to [email protected].