Refund policy

Dialgem is billed from prepaid credit, per second of connected call time. Credit you have already used is not refundable. Unused credit is refundable in the cases below, and we will always look at a genuine billing mistake.

• Where the law requires it, including any statutory right you have as a consumer or in your jurisdiction.
• Where we materially failed to provide the Service, for the usage that was affected.
• Billing errors: a duplicate charge, a charge for calls that did not connect, or an auto-recharge you had switched off.
• When we end the Service for convenience: any unused credit is refunded.
• On closing an account in good standing: ask us about unused balance and we will review it in good faith.

Credit that has been spent on calls, and credit on an account closed for breaching the Acceptable Use Policy, is not refundable. Credit is not a deposit or bank balance, earns no interest and cannot be transferred.

Refunds go back to the original payment method through our payment processor, usually within 5–10 business days of approval, depending on your bank. A refund removes the matching credit from your balance.

If a charge looks wrong, tell us within 60 days of it appearing and we will investigate in good faith. Please contact us before raising a chargeback, since chargebacks without first contacting us may lead to suspension. The full billing terms are in the Terms of Service.