Refunds Policy

Effective June 1, 2026

This Refunds Policy applies to purchases from MultiTEL and supplements the Terms of Service, service orders, and product-specific terms. It does not limit refunds, cancellation rights, credits, or remedies required by applicable law.

1. Prepaid balances

A Customer may request return of an eligible unused prepaid cash balance after Services are closed and all usage, recurring, tax, surcharge, chargeback, negative-balance, and other amounts due have been finalized. Promotional credits, bonuses, test credits, and amounts that MultiTEL did not actually receive are not refundable. MultiTEL may authenticate the request and return funds to the original payment method or by another lawful method.

2. Usage and recurring charges

Usage charges are earned when the call, message, data session, API request, carrier event, or other billable activity occurs and generally are not refundable except for a verified billing error, an applicable service commitment, or applicable law. Canceling a recurring subscription stops future renewals after the effective cancellation date but does not ordinarily refund a period already started or Services already reserved or provided.

3. Numbers, setup, eSIM, registration, and carrier charges

Telephone-number orders, setup and activation work, number-porting work, eSIM profiles, SIMs, devices, Brand and Campaign registrations, carrier reviews, expedited requests, and other third-party or pass-through charges may become nonrefundable when submitted, issued, downloaded, activated, provisioned, or incurred. A rejected registration or activation does not make an upstream fee refundable when the carrier, registry, or provider retains that fee.

4. Fraud, abuse, and suspension

Suspension or termination for fraud, chargeback, nonpayment, unlawful conduct, or policy violation does not create a right to refund incurred usage, reserved resources, registration charges, carrier charges, taxes, or other nonrecoverable costs. Any remaining eligible cash balance will be evaluated after losses, reversals, and amounts due are determined, subject to law.

5. Service failures

MultiTEL may issue a credit or refund for a verified service failure when required by a signed service order, published service commitment, or applicable law. A failure by a third-party network, recipient carrier, customer system, device, Internet connection, power supply, configuration, or unsupported use case does not automatically qualify. MultiTEL does not promise a 100% refund or a particular business result.

6. Requests and billing disputes

Submit refund requests and good-faith billing disputes to billing@multitel.net within 30 days after the charge or statement, unless applicable law requires a longer period. Include the account, transaction, date, amount, and reason. MultiTEL may request records reasonably necessary to investigate.