Effective date: [DATE TO BE SET ON PUBLICATION]
This policy explains how CloudyVoice handles prepaid balances, refunds, and billing disputes. It forms part of the Terms of Service.
1. The nature of prepaid balance
Balance is credit for future calls, held in USD. It is:
- Not a deposit held on your behalf
- Not transferable between accounts
- Non-expiring while the account remains active
- Drawn down per connected minute at the applicable route rate
2. Cryptocurrency payments are irreversible
All top-ups are made in cryptocurrency. On-chain transactions cannot be reversed by us, by you, or by any intermediary. There is no chargeback mechanism.
Practically:
- We cannot return a payment to a wallet by reversing it. Any refund is a new outbound transaction.
- Refunds are made in the same asset and network as the original payment, unless we agree otherwise in writing.
- Network fees for a refund transaction are deducted from the refunded amount.
- Value may differ from what you paid, because cryptocurrency prices move. Refunds are calculated on the USD balance, then converted at the rate current at the time of the refund.
3. When we will refund
We will consider a refund of unused balance where:
| Circumstance | Outcome |
|---|---|
| Service could not be activated after traffic review | Full refund of unused balance |
| Sustained service failure attributable to us | Refund or credit at our discretion |
| Duplicate payment for the same invoice | Refund of the duplicate |
| Overpayment against an invoice | Excess credited to balance, or refunded on request |
| Billing error on our side | Corrected and refunded |
| Account closure requested by you, in good standing | Refund of unused balance, subject to section 5 |
4. When we will not refund
| Circumstance | Reason |
|---|---|
| Calls already connected and billed | Service was delivered |
| You changed your mind about the service | Balance remains usable |
| Traffic suspended for breach of the Acceptable Use Policy | See section 5 |
| Losses from compromised credentials | Account security is your responsibility |
| Third-party costs already incurred on your behalf | Non-recoverable |
| Poor results from your campaigns | Outside our control |
| Payment sent after invoice expiry without contacting us | Contact support instead — usually resolvable |
5. Account closure and breach
Closure by you, account in good standing. Request in writing to support@cloudyvoice.com from your registered email. We refund unused balance, less network fees, to an address you control, within [PERIOD TO BE SET] of verification.
Closure for breach. Where an account is terminated for breach of the Acceptable Use Policy, treatment depends on the nature of the breach:
- Non-fraudulent breach — unused balance refundable after any costs, penalties, or carrier charges we incur are deducted.
- Fraudulent or unlawful traffic — unused balance is not refundable, and may be retained pending investigation or made available to authorities or affected parties.
Minimum refund threshold. Balances below [THRESHOLD TO BE SET, suggested $10] may not be refundable where network fees would exceed or substantially erode the amount.
6. Billing disputes
If you believe you have been charged incorrectly:
- Raise it within [PERIOD TO BE SET, suggested 30 days] of the charge, at support@cloudyvoice.com.
- Include the date and time with time zone, the number called, the expected rate, and the amount charged.
- We investigate against our call detail records and the applicable rate table.
- We respond within [PERIOD TO BE SET, suggested 10 business days].
- If upheld, the difference is credited to your balance, or refunded on request.
Call detail records are the primary evidence in any dispute. Where your records and ours differ materially, we will share the relevant CDRs so the discrepancy can be identified.
7. Payment problems
These are not refund matters and are usually resolved quickly.
Sent after the 30-minute invoice window. Contact support with the transaction hash. Funds are normally credited manually at the rate applicable when received.
Sent the wrong amount. Underpayment does not satisfy the invoice automatically — contact support with the hash. Overpayment credits the invoice value and the excess is reviewed manually.
Sent on the wrong network. For example, USDT sent on TRC-20 against an ERC-20 invoice. Contact support immediately with the hash. Recovery is sometimes possible and sometimes not, depending on the networks involved.
Submitted an exchange reference instead of a transaction hash. An exchange order number is not verifiable on-chain. Retrieve the actual on-chain transaction hash from your withdrawal history and submit that.
8. How to request a refund
Email support@cloudyvoice.com from your registered email address with:
- Your account email
- The amount requested
- The reason
- The receiving wallet address and network
- Confirmation that you control that address
We may request additional verification before processing. This protects you: a refund sent to an address controlled by someone else cannot be recovered.
9. Contact
Refunds and billing: support@cloudyvoice.com Disputes: support@cloudyvoice.com
Monday to Friday, 09:00-18:00 UTC. We aim to respond within one business day.