This page explains how refunds work on prepaid balances, subscriptions and numbers.
Prepaid balance
Prepaid credit does not expire. Unused credit is refundable within [number] days of the top-up, less any usage already drawn and any transaction charges. Credit consumed on calls, speech processing or AI usage is not refundable, because that cost is incurred with our carriers and providers as the call happens.
Subscriptions
Monthly plans can be cancelled at any time and stop at the end of the paid month; part months are not refunded. Annual plans cancelled within [number] days of the start of a term are refunded pro rata for the unused months, less any discount already taken for paying annually.
Numbers
Monthly number charges are not refundable once the number is allocated, as the charge is payable to the carrier for the full period.
Service failure
If the platform fails to deliver against a service level commitment in your order, the remedy is the service credit set out there. Where we are clearly at fault and no credit applies, talk to us — we would rather settle it than argue.
How to ask
Email billing@kwinova.com with your account name and the invoice or top-up reference. We respond within [number] working days and refunds reach the original payment method within [number] working days of approval.