Effective Date: 18/05/2025

At Vincecall Communications, customer satisfaction is our highest priority. We understand that sometimes plans change, and we strive to provide a transparent and fair cancellation and refund policy. This document outlines the terms and conditions under which you may cancel services and request a refund. By using our services, you agree to the terms outlined below.

1. Scope of Policy

This policy applies to all VoIP services, SIP trunking, hosted PBX systems, international calling plans, and any hardware or digital product provided by Vincecall Communications. Any use of our services or purchase of our products constitutes acceptance of this policy.

2. Service Cancellations

2.1 Voluntary Cancellation by Customer

• Customers may request cancellation of any ongoing service by contacting our support team via email at support@vincecall.com or through the customer portal.

• A minimum notice period of 7 business days is required for service cancellations to ensure billing cycle adjustments.

• If cancellation is requested after the start of a new billing cycle, charges for the full month will apply. No prorated refunds will be provided unless otherwise specified.

• For annual plans, refunds will be evaluated based on the unused portion of the subscription after deducting any applicable discounts or promotional credits used.

2.2 Involuntary Cancellation by Vincecall

Vincecall reserves the right to cancel a user’s service without prior notice in the following scenarios:

• Violation of our Acceptable Use Policy (AUP)

• Non-payment of dues beyond the payment grace period

• Abuse of service features or illegal activity (including but not limited to spam calls, fraud, or harassment)

• Misuse of promotional offers

In such cases, no refund will be issued, and any remaining service time or account credits may be forfeited.

3. Hardware Cancellation & Return

In case you have purchased physical hardware (e.g., IP phones, adapters):

• Cancellation can be requested before the item is shipped.

• If the item is already dispatched, a return must be initiated within 7 days of delivery.

• The product must be unused, in original packaging, and include all accessories.

• Return shipping costs will be borne by the customer.

• A restocking fee of 10% may be deducted from the refund.

• Damaged or used products are not eligible for return or refund.

4. Refund Policy

4.1 Eligibility for Refunds

Refunds may be issued under the following conditions:

• The customer reports a technical issue that could not be resolved within a reasonable time by our support team.

• Duplicate charges or overbilling (subject to verification).

• Service was not provisioned after payment due to internal error or inability to activate on our end.

• The request is made within 7 days of the original payment.

4.2 Refund Exclusions

The following are not eligible for refunds:

• One-time activation/setup fees

• Partial usage of service plans

• Call credit once used

• Missed usage due to user-side network issues

• Customized enterprise solutions

• Refunds for payments older than 7 days

4.3 Refund Process

To initiate a refund, you must:

1. Email your refund request to support@vincecall.com with the subject line: “Refund Request – [Your Invoice Number]”.

2. Provide details including service name, date of transaction, and a reason for the refund.

3. If applicable, include screenshots, call logs, or evidence of technical issues.

All refund requests are reviewed by our billing department. If approved, the refund will be processed within 7 to 10 business days to the original payment method (e.g., UPI, credit card, net banking).

5. Subscription Plans and Auto-renewals

• Most Vincecall services are based on monthly or yearly subscriptions.

• Subscriptions are automatically renewed unless cancelled at least 48 hours prior to the next billing cycle.

• It is the customer’s responsibility to cancel any recurring plans through the client portal or by contacting support.

• Refunds for auto-renewed subscriptions will only be provided if the cancellation request is received within 48 hours of renewal, and no service was used during that time.

6. Chargebacks and Disputes

We encourage you to contact our support team first before initiating a chargeback or dispute with your bank or payment provider. We are here to help resolve your concerns swiftly and fairly.

Unauthorized chargebacks without prior communication may lead to account suspension and legal review. Vincecall reserves the right to contest any chargeback with appropriate documentation.

7. Contact Information

If you have any questions or concerns about this Cancellation & Refund Policy, you may contact us:

Vincecall Communications Private Limited 
📧 Email: support@vincecall.com
📞 Phone: +91-7032461234
🌐 Website: https://vincecall.com
🕒 Support Hours: Monday to Friday, 9:00 AM – 6:00 PM IST

8. Policy Updates

Vincecall Communications reserves the right to revise or modify this policy at any time without prior notice. Changes will be effective immediately upon posting on our website. Customers are encouraged to review this policy periodically.