Refund & Cancellation Policy

1. Overview#

CallMissed, a company incorporated in Delaware, USA, operating from Pune, Maharashtra, India ("CallMissed", "we", "us") is committed to fair and transparent billing. This policy explains how refunds, cancellations, and plan changes are handled for all paid services on the CallMissed platform.

This policy is published in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Refunds are routed only through the RBI-authorised payment aggregator used for the original transaction, to the original payment method. Payments are processed through RBI-authorised, PCI-DSS compliant payment gateways. CallMissed does not store full card numbers, CVVs, or UPI PINs.

Paid plans are monthly. Plan purchases through India checkout are one-time prepaid purchases that do not renew automatically; card subscriptions offered through international checkout renew monthly until cancelled. Refund amounts are net of any applicable taxes that have already been remitted to the authorities; where a tax credit note is required by law, we issue one. Refunds are made in the currency of the original payment, to the original payment method only.

2. Credit Top-Up Purchases#

Eligibility

Credit top-up purchases are eligible for a full refund within 7 days of purchase, provided the credits have not been used. If some credits have been consumed, the refund will be prorated based on unused credits.

What happens on refund

• The credits granted from the purchase are deducted from your account balance
• If your current balance is lower than the original credit grant (because some were used), only the remaining balance amount is deducted — your balance will not go negative
• The refund amount is returned to your original payment method within 5–7 business days
• You will receive an email confirming the credit reversal and refund

Auto-recharge credit packs

Credit packs bought through auto-recharge (₹500, ₹1,000, ₹2,000, or ₹5,000, charged to your saved payment method) are credit top-up purchases and follow the same terms as this section. To stop further charges, turn auto-recharge off or remove the payment method in the console billing page; removing a mandate stops future charges. Turning auto-recharge off or removing a payment method does not by itself refund a charge already made. Credits are prepaid.

3. Plan Upgrades#

Eligibility

Plan upgrade payments are eligible for a full refund within 7 days of purchase. After 7 days, plan payments are non-refundable for the current billing period.

What happens on refund

• Your plan is reverted to the plan you were on before the upgrade
• Plan credits that were granted as part of the upgrade are deducted from your balance (capped at your current balance)
• Plan limits revert to the limits of your previous plan
• The refund amount is returned to your original payment method within 5–7 business days

4. Plan Renewal and Cancellation#

India checkout plans are prepaid and do not renew automatically, so there is nothing to cancel and no further charge unless you choose to buy again.

Card subscriptions (international checkout, where offered) can be cancelled at any time from the billing dashboard or by contacting support. On cancellation:

• No further renewal charges will be made
• Your plan stays active until the end of the period you have already paid for
• You retain access to your data and remaining credits

We do not offer partial refunds for unused days in the current billing period unless the request is made within 7 days of the original purchase.

5. Failed or Duplicate Transactions#

If you are charged but credits or a plan upgrade are not applied — or if you are charged more than once for the same order (for example, a duplicate UPI or card debit) — we will reverse the failed or duplicate charge in full to the original payment method once reconciled with the payment gateway, typically within 5–7 business days. No 7-day limit applies to genuine duplicate or failed-settlement reversals. Contact [email protected] with the order ID and we will prioritise the reconciliation.

6. Non-Refundable Items#

• Credits that have been fully consumed (used for API calls)
• Purchases older than 7 days
• Enterprise plan customizations or one-time setup fees
• Amounts forfeited after account deletion for cause
• Free, promotional, coupon, and program credits, and plans granted free of charge
• Credits transferred to, or plans assigned to, a client account through agency features
• Phone-number rental fees for a rental period that has started, and per-minute call, messaging, and other usage charges already incurred
• Charges caused by usage of a compromised API key that was not adequately secured

Nothing in this section limits refunds required by applicable law, including for services that were not provided as described.

7. Negative Balances and Chargebacks#

Some usage is charged after it completes, so a balance can fall below zero. A negative balance is recovered from your next top-up and is not refundable. If you raise a chargeback instead of contacting us, we may pause paid features while it is reviewed; if the chargeback succeeds, the related credits are reversed and any plan bought with that payment reverts to your previous plan.

8. How to Request a Refund#

To request a refund, contact our billing team with:

• Your account email address
• The order ID (found in your payment history at console.callmissed.com/org/billing)
• Reason for the refund

Email: [email protected]

We aim to acknowledge refund requests within 2 business days and process eligible refunds within 5–7 business days to the original payment method.

9. Grievance and Disputes#

If you believe a charge was made in error, contact us before initiating a chargeback with your bank. For unresolved billing grievances, you may contact our Grievance Officer at [email protected].

Nothing in this policy limits your rights under applicable consumer protection law in India.

10. Changes to This Policy#

We may update this policy from time to time. Material changes will be communicated via email to active account holders at least 30 days before they take effect.

11. Contact#

• Support: [email protected]
• Grievance Officer: [email protected]

CallMissed (incorporated in Delaware, USA)
Pune, Maharashtra, India