Refund and Cancellation Policy
At Retell our goal is to provide you with high-quality, comprehensive solutions. We are committed to your satisfaction and success on your journey. Please read our refund policy carefully to understand your rights and responsibilities when it comes to subscription cancellations and refunds.
Subscription Cancellation
1.1 We offer a trial period for our services to allow you to experience their benefits firsthand.
If you request a cancellation of a trial through the designated channels before the end of your trial but are still charged, please contact us and if we can verify timely receipt of your cancellation request we will refund you.
1.2 If you choose to continue with your subscription after the trial period ends, you are agreeing to ongoing, recurring billing as outlined in our subscription disclosure (see below).
Recurring Billing Disclosure
2.1 By subscribing to Retell’s services, you agree to recurring billing based on your chosen subscription plan. Recurring billing means that your payment method will be automatically charged at the specified intervals until you choose to cancel your subscription.
2.2 Subscription fees will be billed in advance of each billing cycle.
2.3 You can cancel your subscription at any time to prevent future charges. To cancel, please follow the cancellation instructions provided in your welcome email, and account settings or contact our customer support team (via chatbot).
2.4 Subscription fees are non-refundable once a billing cycle has commenced. However, if you cancel your subscription before the start of the next billing cycle, you will not be charged for that cycle.
No Refund Conditions
3.1 Subscription Acceptance: Once a customer agrees to and activates a subscription, there will be no refunds for the subscription fee paid, except as stated in point 2 below.
3.2 Trial Period Cancellation: If a customer cancels their subscription during their trial period before it ends, they will not have their subscription renewed, and a refund will not be necessary. However, once the trial period concludes and the customer continues with the subscription, the subscription becomes non-refundable.
3.3 Recurring Billing: Subscription fees are billed in advance of each billing cycle. If a customer chooses to cancel their subscription after a billing cycle has commenced, no refund will be issued for that cycle, and they will continue to have access to the service until the end of the billing period.
3.4 Voluntary Cancellation: Customers have the option to cancel their subscription at any time to prevent future charges. Refunds will not be provided for partial billing cycles or for any unused portion of the subscription period.
3.5 Technical errors occurring within 30 days of the purchase date, we may consider refund requests on a case-by-case basis. These requests are subject to review and approval by the Retell’s customer support team.
To determine your eligibility for a refund, please provide the following information:
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Device model, operating system, and version
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Steps taken when the issue occurs
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A screen recording or screenshot illustrating the issue
Submit these details to [email protected]
3.6 In-App Subscriptions. There are no refunds in relation to In-App Subscriptions (App Store, Google Play), so if you have In-App Subscriptions, then you will need to contact the relevant App Store in relation to any request for a refund.
3.7 Notification: It is the responsibility of the customer to manage their subscription and initiate the cancellation process if they no longer wish to continue the service. Retell will not be responsible for any charges incurred due to a customer's failure to cancel their subscription.
3.8 Non-Refundable Add-Ons and Non-Subscription Programs and Products: Add-ons and non-subscription programs and products are non-refundable. Once purchased, these items cannot be returned or refunded under any circumstances.
3.9 Contact Support: If a customer has any concerns or questions regarding their subscription or potential refund eligibility, they should contact Retell’s customer support team for assistance through our Chatbot.
For more information, please check our End User License Agreement.