Refund and Cancellation Policy

This policy explains how to cancel Calilio, when you can get money back, and what happens to your numbers and data afterwards.

The short version

Cancel at any time, in your account settings or by emailing us. The same rules apply to every customer, wherever you are. A new subscription can be refunded within 14 days if you have used fewer than 30 minutes of calls and fewer than 20 SMS, and have not used your number for third-party verification. The $1 sign-up credit and the free number, if claimed, are deducted. Annual plans can be refunded pro rata after that. Purchased wallet credit above $5 is refunded when you close your account. The Stripe processing fee is deducted from every refund. Used minutes and messages are not refundable.

1. How to cancel

You can cancel in two ways, and both are equally valid:

In your account. Open your billing settings and cancel the subscription there. It takes the same number of clicks as subscribing.
By email. Write to support@calilio.com from the email address on the account.

We do not require you to call us, wait for a retention offer, or explain why. If a cancellation route ever stops working, email us and we will treat the date of your email as the cancellation date.

2. What happens when you cancel

Your subscription runs to the end of the period you have already paid for, and then stops.
Your numbers stop carrying calls at that point, but stay reserved and portable for 30 more days. After 30 days they are released to the carrier and usually cannot be recovered. The Terms of Service set out the full number lifecycle, and it applies however the account ended.
The safest route is to port before you cancel. Start the port with your new provider first, and cancel only once the port has completed.
Your data stays available until the account closes. Export anything you need first.
Account deletion follows our Data Deletion and Retention Policy, which runs on its own timetable and does not shorten the 30-day porting window.

3. Three routes to a refund

The same rules apply to every Calilio customer, wherever you are. There are three routes to a refund, and they are separate. Where more than one could apply, the one that gives you more wins.

Route 1: Calilio's own 14-day guarantee

This is our own offer for new subscriptions. Every plan includes a call and SMS allowance. The guarantee is for customers who try Calilio lightly and decide it is not for them.

Cancel a new subscription within 14 days of the subscription start date and we refund the subscription fee for that subscription period.
The usage limit. The guarantee applies only if, in those 14 days, you have used fewer than 30 minutes of calls and fewer than 20 SMS. Above either limit, the guarantee does not apply.
Third-party verification. If you have used a Calilio number to receive verification codes for another service, for example to open or verify an account elsewhere, the guarantee does not apply.
"Subscription fee" means the plan charge. It does not include calls, messages or numbers you have already used, because those were delivered and paid for on your behalf to carriers.
One guarantee refund per account per purchase.

What we deduct from a 14-day refund

When you join, you can get two sign-up benefits:

$1 of credit, added to your account when you sign up.
One free phone number from the US, the UK or Canada, which you can claim during onboarding.

If you claimed the free number, we deduct its standard price from the refund, and we also deduct the $1 sign-up credit. The Stripe processing fee is deducted as well, as section 6 explains.

Route 2: Annual plans after the first 14 days

Within the first 14 days, an annual plan is refunded under Route 1. After that, you can still stop and get money back for the months you will not use.

We charge the months you have used at the standard monthly rate, not the discounted annual rate, and refund the rest.
A part month counts as a full month.
Example, Standard plan, 2 months used. Paid $144 for the year. Two months at $15 is $30. Refund $114.
Example, Premium plan, 5 months used. Paid $336 for the year. Five months at $35 is $175. Refund $161.

Monthly plans are not refunded for the current month once it has begun. Cancel before the renewal date and you will not be charged again.

Route 3: When the service fails

If the service does not work as it should and we do not fix it after you tell us, we refund the affected period. This is not limited to 14 days.

Your local law

In some countries, the law gives customers refund rights that no company policy can remove. If such a law applies to you, you keep that right. This never covers fraud, misuse or unlawful use of Calilio.

4. Other billing changes

Situation and What happens
Situation	What happens
You upgrade, or add users or numbers, mid-period	Charged pro rata for the days remaining
You downgrade mid-period	Takes effect at the next renewal
You cancel a monthly plan after the 14 days, with no service failure	No refund for the current month, even if the account was not used or was inactive for a long time. Service runs to the end of the month.
You cancel an annual plan after the 14 days	Used months charged at the monthly rate, and the balance is refunded (see Route 2)
Auto-renewal was on and you forgot to cancel, so you were charged for several billing periods before you noticed.	Only the most recent charge is eligible for a refund. Earlier periods were already billed and the service was available to you, so they are not refunded.

5. What sits outside a refund

Every item below is subject to the three routes above. If a service failure or a right under your local law applies, it overrides this list.

Wallet credit of $5 or less. Purchased credit above $5 is refunded to the original payment method when you close your account. Balances of $5 or less are not refunded, because the transaction cost exceeds the amount.
The sign-up benefits and any promotional credit. The $1 sign-up credit, the free US, UK or Canada number and any other complimentary credit have no cash value and are never refunded.
Calls, messages and minutes already used. We have already paid a carrier for them.
Numbers already purchased, ported or activated, including any one-time setup fee.
Charges run up through fraud or misuse of your own account credentials. Keep your password safe and turn on multi-factor authentication.

Unlawful use means no refund

We suspend or close any account used for unlawful activity, or for breaking our Acceptable Use Policy, for example fraud, scam calls or spam. An account suspended or closed for these reasons gets no refund of any kind, for any period.

6. How a refund is processed

Send your request to support@calilio.com from the email address on the account, and tell us which charge it relates to.
We review it within 7 business days and tell you the decision and the amount.
Approved refunds go back to the original payment method. Your bank usually takes a further 5 to 10 business days to show it.

The Stripe processing fee is deducted from every refund. Stripe, our payment provider, charges a fee to take a payment and to return it. You pay that fee. The only exception is a charge that was our mistake, which we refund in full.

We do not refund to a different card, a different account or a different person from the one that paid.

7. Chargebacks

If you think a charge is wrong, please contact us before contacting your bank. We can usually resolve it faster than a chargeback, and without either of us paying a fee.

Raising a chargeback without contacting us first may lead to the account being suspended while the dispute is open.
Where a chargeback is raised on a charge that was valid, we may recover the chargeback fee and reinstate the amount owed.
Where you were right, we will correct it and pay any fee ourselves.

8. Failed payments

If a payment fails we retry it and tell you.
If it stays unpaid, the account is suspended 3 days after the due date.
The workspace is deleted 10 days after suspension, under our Data Deletion and Retention Policy. Your numbers are not lost at that moment: they stay reserved and portable for the separate 30-day window described above. Please pay, or export what you need, before the workspace is deleted.

9. Changes to this policy

We update this policy when our billing or the law changes. The date at the top shows the current version. A change never applies retrospectively to a purchase you have already made.

10. How to contact us

Billing and refunds: support@calilio.com
Registered office: CALILIO PTE. LTD., UEN 202433643W, 14 Robinson Road, #08-01, Far East Finance Building, Singapore 048545