Refund & Cancellation Policy

1. Policy Overview & Scope

At phoneveriflo Ltd.("phoneveriflo"), we operate on principles of complete financial transparency, deterministic ledger precision, and customer fairness.

This Refund and Cancellation Policy outlines the exact terms under which refunds, credit ledger adjustments, and cancellations are processed for our API services, batch validation jobs, and prepaid organization credit wallets.

2. Nature of Verification Services

Verification jobs, carrier lookups, and reachability inquiries are instantaneous digital services.

When you initiate a batch job or call a live REST API endpoint, our infrastructure queries upstream telecommunication routing registries and incurs non-recoverable computational and provider costs in real time. Consequently, once a verification inquiry is executed and enriched signals are generated, the unit cost for that executed check is considered consumed.

3. Unused Prepaid Wallet Balances

We believe you should only pay for what you actually use.

• 60-Day Unused Balance Window: If you top up your organization wallet and do not utilize the deposited credits, you may request a full refund of your unspent, unreserved balance within sixty (60) calendar days of the original deposit timestamp.
• Calculation of Refundable Amount: The refundable balance is calculated as the total unspent credit ledger balance minus any active preflight job reservations and applicable third-party payment processing fees.
• Promotional Credits: Promotional credits, trial balances, or courtesy bonus grants provided by phoneveriflo have zero cash redemption value and cannot be withdrawn or refunded.

4. System Failures & Billing Errors

If a technical error or service degradation occurs on our platform, you are fully protected:

• Job Failures: If a verification batch fails, halts, or times out due to an internal infrastructure fault, our worker queues automatically release the frozen reservation and restore 100% of the funds back to your wallet ledger.
• Duplicate Invoicing / Double-Charges: If a payment gateway double-charges a top-up transaction or processes an erroneous duplicate debit, we will immediately credit or reverse the duplicate transaction upon verification.
• Service Unavailability: If a specific verification service is temporarily disabled by an administrator while a preflight job is in progress, the full reservation is automatically refunded to your available balance.

5. Signal Accuracy & Carrier Variance

phoneveriflo queries authorized global telecommunication registries to provide real-time validation signals.

Carrier network registers reflect subscriber status at the exact moment of inquiry. A phone number marked as "active" or "valid" may subsequently be disconnected, ported, or blocked by a subscriber or downstream carrier. Because external network statuses fluctuate independently of our infrastructure, natural telecommunication variances do not constitute a platform defect and are not grounds for retrospective refunds on completed, delivered jobs.

6. Non-Refundable Scenarios

Refunds will not be issued in the following circumstances:

• Completed & Delivered Jobs: Successfully processed verification checks where canonical result records and downloadable CSV artifacts have been delivered.
• Customer Upload Errors: Uploading an incorrect file, applying erroneous column mappings, or submitting corrupted third-party datasets that were processed according to your confirmed preflight instructions.
• Account Termination for Cause: If an account is suspended or terminated due to violations of our Acceptable Use Policy (e.g. SMS spam, toll fraud, harassment, or unauthorized credential testing), all remaining wallet balances are forfeited to cover administrative investigation and compliance costs.
• Requests Outside the 60-Day Window: Refund requests submitted more than 60 days following the original top-up deposit date.

7. Cryptocurrency Refund Mechanics

For payments settled via cryptocurrency gateways (NOWPayments or BTCPay Server):

• USD Value Settlement: Account wallets operate in USD micros. Any approved cryptocurrency refund will be calculated based on the exact USD value of the unspent balance at the time of refund approval.
• Network Miner Fees: Blockchain network transaction fees (gas fees) required to broadcast the refund transaction to the customer's payout wallet are deducted from the refunded amount.
• Payout Currencies: Crypto refunds are typically issued in the original deposit cryptocurrency or USDT/USDC (TRC-20, ERC-20, or Polygon) to minimize volatility and fee impact.

8. Refund Request Procedure

To submit a refund request, follow these simple steps:

1. Navigate to your authenticated Customer Support Center or email [email protected].
2. Specify "Refund Request" in the subject line.
3. Provide your Organization ID, the relevant Deposit Invoice ID / Transaction Hash, and the reason for your refund request.
4. Our finance team will inspect the double-entry ledger journals and process your request within 3 to 5 business days.

9. Chargebacks & Payment Disputes

We encourage customers to contact our dedicated billing desk directly before initiating an external payment dispute or bank chargeback. Most ledger inquiries and balance clarifications can be resolved within hours.

Initiating a fraudulent or unfounded payment dispute without prior communication will result in immediate account suspension, API key revocation, and submission of cryptographic preflight logs to the payment provider.

10. Contact Details for Inquiries

For questions regarding invoices, ledger balances, transaction hashes, or refund requests, please contact our billing department: