Refund Policy

Effective Date: November 12, 2025
Last Updated: November 12, 2025

Overview

TopCalls operates on a pilot-first, contract-based model. Refund eligibility depends on service phase and circumstances.

Pilot Program Refunds

Eligibility

Clients may request a refund during the initial pilot program (typically 30 days) if:

  • Technical setup fails to meet agreed specifications
  • Platform uptime falls below 99.5% SLA
  • Deliverables do not match scoped use case

Process

  1. Submit refund request to hello@topcalls.ai within 15 days of pilot start
  2. Provide documentation of technical or service failure
  3. Allow TopCalls 48 hours to attempt resolution
  4. Refunds processed within 10 business days if issue unresolved

Exclusions

Refunds are not available for:

  • Change of business strategy or priorities
  • Failure to provide contact lists or integration access
  • Performance issues caused by client data quality
  • Usage fees for minutes already consumed

Full Deployment Refunds

Service Credits

Post-pilot clients operate under annual or quarterly contracts. Service failures are addressed through:

  • Service credits for downtime exceeding SLA (99.5% uptime)
  • Pro-rated refunds if TopCalls fails to meet contractual KPIs
  • 30-day notice termination with no penalty

No Month-to-Month Refunds

Contracted clients are not eligible for monthly refunds. Early termination requires 30 days' notice; unused contract value is non-refundable.

Usage-Based Fees (Per-Minute Charges)

Billing

TopCalls bills on a per-minute basis. Pricing starts at $0.35/min and varies based on volume and configuration.

Disputes

Clients may dispute usage charges within 15 days by:

  1. Submitting call logs and dispute details to hello@topcalls.ai
  2. Providing evidence of billing error or technical malfunction
  3. Allowing 5 business days for investigation

Confirmed errors are credited in the next billing cycle.

Setup Fee Refunds

Non-Refundable

Setup fees cover platform provisioning, integration work, and onboarding. Setup fees are non-refundable once work begins.

Exception

If TopCalls fails to complete setup within agreed timeline (typically 48 hours for standard deployments), setup fees may be refunded at TopCalls' discretion.

Force Majeure & Service Interruptions

Platform Downtime

Scheduled maintenance and force majeure events (natural disasters, wars, pandemics, infrastructure failures) are excluded from SLA calculations. No refunds are issued for force majeure interruptions.

Chargeback Policy

Dispute Resolution First

Clients must contact hello@topcalls.ai before filing a chargeback. Chargebacks without prior contact may result in:

  • Immediate account suspension
  • Collection action for fees plus chargeback costs ($15–$20 per dispute)
  • Termination of service agreement

Payment Processor Disclosures

TopCalls uses third-party payment processors. Refunds are subject to processor policies and may take 5–10 business days to appear in client accounts.

Questions? Contact us at hello@topcalls.ai