Refund Policy

Effective Date: January 5, 2026
Last Updated: January 5, 2026
Version: 1.0

1. Introduction

Voice AI Portal is committed to customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds are processed for our Services. We provide fair and transparent refund practices that comply with the UK Consumer Rights Act 2015 and reflect industry best practices for Software-as-a-Service (SaaS) subscription models.​

By subscribing to Voice AI Portal, you acknowledge that you have read, understood, and agree to this Refund Policy.

Company Information:
ALIM Ltd T/A Voice AI Portal
Company Number: 14528810
Registered in England and Wales
UK VAT: 494683928

Contact for Refund Requests:
Email: [email protected]

2. Refund Eligibility Period

2.1 Money-Back Guarantee

We offer a 14-day money-back guarantee from the date of your initial purchase or subscription activation (whichever is later). This period aligns with UK Consumer Rights Act 2015 requirements for distance selling of digital content.​

Eligibility Requirements:

  • Refund request must be submitted within 14 days of purchase
  • Account must not have violated our Terms of Service or Acceptable Use Policy
  • Request must include valid reason and supporting documentation where applicable

2.2 Statutory Consumer Rights (UK/EU Customers)

UK/EU Residents: You have a statutory 14-day cooling-off period during which you may cancel your subscription for a full refund, regardless of reason, under UK Consumer Rights Act 2015 and EU Consumer Rights Directive.​

Important Note: If you request immediate access to the Services during the cooling-off period, you acknowledge that you may forfeit your right to a full refund if you cancel after substantive use. In such cases, a prorated refund may apply based on usage.​

2.3 Trial Period Refunds

If you subscribe after completing a free trial period:

  • The 14-day money-back guarantee applies from the date of your first paid charge
  • Trial period is separate from and does not count toward the refund eligibility window
  • Issues experienced during trial should be reported before converting to paid subscription

3. Valid Refund Reasons

Refunds may be granted for the following valid reasons:​

3.1 Technical Issues or Service Failures

Platform Unavailability:

  • Platform downtime exceeding our Service Level Agreement (SLA) commitments
  • Critical features non-functional for extended periods (48+ hours without resolution)
  • Data loss or corruption caused by platform errors

Integration Failures:

  • Documented inability to connect with advertised voice AI providers (Retell AI, VAPI, ElevenLabs) due to platform errors
  • API failures preventing essential functionality
  • Supabase authentication or RBAC system malfunctions preventing workspace access

Performance Issues:

  • Persistent slow loading times (>10 seconds) not caused by your network conditions
  • Data synchronization failures affecting analytics accuracy
  • White-label domain or SSL certificate provisioning failures

3.2 Failure to Deliver Promised Features

Missing Core Functionality:

  • Features advertised on our website or sales materials not available at time of purchase
  • Promised integrations not functional or accessible
  • White-label capabilities not working as described in service documentation

Material Misrepresentation:

  • Significant discrepancy between service description and actual functionality
  • Features removed without advance notice during your billing period

3.3 Billing Errors

Overcharging or Incorrect Charges:

  • Incorrect subscription tier charged
  • Double billing or duplicate charges
  • Failure to apply valid promotional codes or discounts
  • Currency conversion errors resulting in overcharge

Unauthorized Charges:

  • Charges after subscription cancellation was confirmed
  • Renewal charges despite valid cancellation within required notice period

4. Non-Refundable Situations

Refunds will not be granted in the following circumstances:​

4.1 Time-Based Exclusions

  • Requests made after the 14-day refund eligibility period has expired
  • Subscription renewals beyond the first billing cycle (unless valid technical issue exists)
  • Services used for the majority of the billing period (>75% of subscription term)
  • Change of mind or no longer needing the service (outside statutory cooling-off period)​
  • Lack of technical knowledge or understanding of platform features
  • Failure to use the Services or access your account
  • Incorrect subscription tier selected (downgrades available as alternative)
  • Issues caused by your network, device, or browser compatibility

4.3 Policy Violations

  • Violation of our Terms of Service or Acceptable Use Policy
  • Abusive behavior toward Voice AI Portal staff or other users
  • Fraudulent activity or chargebacks initiated without prior contact with our support team
  • Use of Services for unlawful purposes
  • Sharing account credentials or reselling Services without authorization

4.4 Third-Party Provider Issues

  • Problems originating from voice AI providers (Retell AI, VAPI, ElevenLabs) not under Voice AI Portal’s control
  • Payment processing issues caused by Stripe or your payment method/bank
  • Domain registrar or DNS issues for white-label domains (unless caused by our configuration errors)
  • Email delivery issues caused by third-party SMTP providers or recipient spam filters

4.5 Information Failures

  • Failure to provide sufficient information to support refund request within 5 business days of our inquiry
  • Inability to verify account ownership or purchase details
  • Refusal to participate in reasonable troubleshooting steps requested by support team

5. Refund Request Process

5.1 How to Request a Refund

To request a refund, contact our support team within the applicable eligibility period:​

Method 1: Email
Send email to: [email protected]
Subject Line: “Voice AI Portal Refund Request – [Your Company Name]”

Method 2: In-App Support
Access support chat through your dashboard
Select “Billing & Refunds” category

5.2 Required Information

Your refund request must include:​

Essential Details:

  • Full name and email address associated with your account
  • Account ID or workspace name
  • Purchase date and subscription plan
  • Transaction ID or invoice number (if available)

Supporting Information:

  • Detailed explanation of the issue or reason for refund request
  • Steps you have taken to resolve the issue
  • Screenshots, error messages, or other relevant documentation
  • Dates and times when issues occurred
  • Impact on your business operations (if applicable)

5.3 Review and Response Timeline

Initial Acknowledgment:

  • Automated confirmation sent immediately upon receipt
  • Assigned support ticket number for tracking

Review Process:

  • Support team reviews request within 3 business days
  • May contact you for additional information or clarification
  • Technical team investigates claimed issues if applicable

Decision Notification:

  • Decision communicated via email within 3-5 business days of complete information receipt
  • Approval or denial clearly stated with reasoning
  • Appeal process outlined if request denied

5.4 Refund Processing

If Refund Approved:

Processing Timeline (UK Consumer Rights Act 2015 Compliance):

  • Refund processed within 14 days of approval​
  • Refund issued to original payment method (same method you used to pay via Stripe)​
  • No fees imposed for refund processing​

Funds Arrival:

  • Credit/debit cards: 3-7 business days after processing
  • Bank transfers: 5-10 business days after processing
  • Timing depends on your financial institution’s processing schedule

Refund Confirmation:

  • Email confirmation sent when refund is processed
  • Includes: refund amount, transaction ID, expected arrival date

If Refund Denied:

  • Specific reason(s) for denial provided
  • Alternative solutions offered (troubleshooting support, plan downgrade, account credit)
  • Appeal process instructions (see Section 8)

6. Prorated Refunds

6.1 When Prorated Refunds Apply

For subscription cancellations after the initial 14-day guarantee period, prorated refunds may be offered on a case-by-case basis for:​

Qualifying Situations:

  • Persistent technical issues that remain unresolved after 7+ days of troubleshooting
  • Material service degradation affecting core functionality
  • Extended platform outages exceeding SLA commitments
  • Billing errors resulting in overcharge for incorrect subscription tier

6.2 Proration Calculation

Formula:

textProrated Refund = (Monthly Subscription Cost) × (Unused Days / Total Days in Billing Cycle)

Example:

  • Monthly Plan: £100
  • Billing Cycle: 30 days
  • Cancellation: Day 10
  • Unused Days: 20
  • Prorated Refund: £100 × (20/30) = £66.67

Exclusions:

  • Setup fees (non-refundable)
  • Add-on services already consumed
  • Third-party integration costs

6.3 Annual Subscription Proration

For annual subscriptions cancelled mid-term:

  • Calculated based on full months remaining
  • Monthly rate determined by dividing annual cost by 12
  • Minimum 30-day usage period applies before refund eligibility
  • Promotional discounts may be forfeited upon cancellation​

7. Discretionary Refunds

7.1 Exceptional Circumstances

In exceptional circumstances, Voice AI Portal may offer discretionary refunds outside standard policy terms. These decisions are made case-by-case at our sole discretion.​

Potential Qualifying Circumstances:

  • Extended service outages affecting all customers (force majeure)
  • Critical data security incidents impacting customer trust
  • Major feature deprecation with insufficient advance notice
  • Extenuating personal circumstances (medical emergencies, business closure)

Process:

  • Submit standard refund request with detailed explanation
  • Include supporting documentation where applicable
  • Request escalation to senior management for review
  • Decision typically rendered within 7-10 business days

7.2 Enterprise and Custom Plan Refunds

For enterprise customers with custom pricing or negotiated terms:

  • Refund policy may be negotiated as part of enterprise agreement
  • Extended evaluation periods (30-90 days) may replace standard guarantee
  • Contact: [email protected] with subject “Enterprise Refund Request”

8. Dispute Resolution and Appeals

8.1 Internal Appeal Process

If your refund request is denied and you believe the decision was incorrect:

Step 1: Submit Appeal

  • Reply to denial email with subject: “Refund Appeal – [Ticket Number]”
  • Provide additional evidence or documentation
  • Clarification of circumstances that may have been misunderstood

Step 2: Management Review

  • Appeals reviewed by senior management within 5-7 business days
  • One appeal permitted per refund request

Step 3: Alternative Resolutions
If refund is not granted, we may offer:

  • Account credit for future use
  • Extended support and troubleshooting
  • Plan downgrade with prorated credit
  • Complimentary add-on services

8.2 External Dispute Resolution (UK Customers)

If you remain dissatisfied after exhausting internal processes:​

UK Consumer Rights:

  • Contact Citizens Advice Consumer Service: 0808 223 1133 or citizensadvice.org.uk
  • File complaint with Trading Standards via your local authority
  • Small Claims Court for disputes under £10,000 (England/Wales)

EU Customers:

  • Access EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr

8.3 Chargeback Policy

Before Initiating a Chargeback:
We strongly encourage you to contact our support team before disputing charges with your bank. Most issues can be resolved faster through direct communication.

If Chargeback Initiated:

  • Account may be immediately suspended pending resolution
  • Voice AI Portal will provide evidence of legitimate charge to payment processor
  • If chargeback found invalid, account restoration requires payment of original charge plus chargeback fee (typically £15-25)

9. Cancellation vs. Refund

9.1 Subscription Cancellation

Standard Cancellation:

  • Subscriptions can be cancelled anytime via account settings or by contacting support
  • Cancellation effective at end of current billing period (no prorated refund unless within guarantee period)​
  • Access continues until end of paid period
  • Must cancel at least 24 hours before next renewal date to avoid next charge

9.2 Downgrade Alternative

When Downgrade is More Appropriate:

  • Service is functional but current tier exceeds needs
  • Budget constraints but wish to continue using platform

Downgrade Benefits:

  • No refund processing delays
  • Maintain continuous service and data access
  • Prorated credit applied to future billing

How to Downgrade:
Account Settings > Billing > Change Plan

10. Refund Policy for Add-On Services

10.1 White-Label Domain and SSL Services

Custom Domain Setup:

  • Non-refundable after domain configured and DNS propagated
  • Refundable within 48 hours if setup fails due to platform error

SSL Certificate Provisioning:

  • Included in subscription; no separate refund applicable

10.2 Professional Services

Onboarding Fees:

  • Non-refundable after first onboarding session completed
  • Refundable if session not scheduled within 30 days of payment

Custom Development:

  • Non-refundable once development commenced
  • Detailed in separate Statement of Work (SOW)

11. Tax and Currency Considerations

11.1 VAT and Tax Refunds (UK/EU)

VAT Handling:

  • Refunds include VAT where originally charged​
  • VAT amount clearly itemized in refund confirmation
  • UK VAT rate: 20% (subject to HMRC regulations)
  • Credit notes issued for refunded invoices (UK VAT compliance)

11.2 Currency and Exchange Rates

Multi-Currency Refunds:

  • Refund issued in same currency as original payment​
  • Exchange rate fluctuations may cause amount variance
  • Exchange rate as of refund processing date applies

12. Data and Access After Refund

12.1 Account Access Post-Refund

Immediate Termination:

  • For refunds within 14-day guarantee, access terminated upon refund approval
  • Account locked but data retained for 7 days for export

End-of-Billing-Period Termination:

  • For cancellations, access continues until end of paid period

12.2 Data Export and Retention

Data Export Options:

  • Self-service export available via account dashboard
  • Formats: JSON, CSV
  • Includes: call metadata, workspace configurations, user lists
  • Does not include: voice recordings/transcripts hosted by third-party providers

Data Retention:

  • Personal data deleted 30 days after account termination (per Privacy Policy)
  • Billing records retained 7 years (UK tax law requirement)​

12.3 Re-activation After Refund

New Subscription Requirements:

  • Previous refunded accounts may re-subscribe at any time
  • New account required (previous account not reactivated)
  • Previous data not recoverable

Refund Limitation:

  • Accounts with multiple refund history subject to enhanced verification
  • Repeated refund requests may result in ineligibility for future guarantees

13. Modifications to Refund Policy

13.1 Policy Updates

We reserve the right to modify this Refund Policy at any time to reflect changes in applicable laws, service offerings, or business operations.​

13.2 Notification of Changes

Material Changes:

  • Email notification to all active subscribers at least 30 days in advance
  • Prominent notice on website and in account dashboard
  • Detailed explanation of changes and effective date

Non-Material Changes:

  • Posted on website with updated “Last Updated” date

13.3 Effect of Changes

Existing Subscriptions:

  • Policy in effect at time of purchase governs refund eligibility for that billing period
  • New policy applies to subsequent renewals after effective date
  • Right to cancel subscription if changes unacceptable

14. Contact Information

For questions, concerns, or refund requests:

Refund Requests and Support:
Email: [email protected]
Subject: “Refund Request – [Your Company Name]”
In-App Support: Available 24/7 via dashboard

Company Information:
ALIM Ltd T/A Voice AI Portal
Company Number: 14528810
Registered in England and Wales

Response Times:

  • Initial acknowledgment: Within 24 hours
  • Refund decision: 3-5 business days
  • Refund processing: Within 14 days of approval​

Business Hours:
Monday – Friday: 9:00 AM – 6:00 PM GMT
Weekend support: Emergency issues only

This Refund Policy was last updated on January 6, 2026 and is effective immediately for all new subscriptions. Existing subscriptions are governed by the policy in effect at the time of purchase until the next renewal date.

By subscribing to Voice AI Portal, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy in conjunction with our Terms of Service and Privacy Policy.