CallUltra Refund Policy

How billing works here

CallUltra is prepaid. You top up a wallet, and calls draw against that balance as they connect. A plan is a separate monthly charge that sets your call allowance and seat count. Because nothing is billed in advance of use, an unused balance is not money you have spent. It stays in your wallet until you spend it.

There is no general money-back guarantee

Wallet top-ups and monthly plan payments are not refundable. We would rather say that plainly here than advertise a guarantee and decline it later. If the amount involved is large enough that this matters to your decision, talk to us before you pay rather than after.

When money does come back

These are the cases where funds return to your wallet:

• A phone number purchase fails or is abandoned, the funds held against it are released back to your wallet automatically.
• A call is charged in error, or charged twice, a platform administrator posts a credit adjustment once we have confirmed it.
• A call never connected. Billing starts only when the callee answers, so a call that rings out, fails or is re-queued is never charged in the first place.
• You upgrade mid-cycle, the unused remainder of your current plan is credited against the new one.

How to request a correction

1. Check the ledger first. Billing and Wallet lists every charge as its own row. Each call, number purchase and monthly rental, and exports to CSV. Most billing questions are answered by finding the row, because it names what was charged and when.
2. Email support with the row. Send us the ledger entry or the call ID at support@callultra.com and tell us what looks wrong. A specific row is far faster to investigate than a total that seems too high.
3. We correct it on the wallet. Where we agree something was charged in error, a platform administrator posts a credit adjustment to your wallet. It appears as its own ledger row, so the correction is as auditable as the original charge.

What is not refundable

To be direct about the cases people most often ask about:

• Wallet top-ups, including any balance left unspent. It stays available to spend rather than being returned.
• Monthly plan payments, once the plan period has started.
• Minutes already used, including calls that connected but did not produce the outcome you wanted.
• Downgrades mid-cycle. The lower plan is charged in full at the next renewal and the current period is not pro-rated back.
• Charges arising from your own campaign configuration, for example, dialling a list you did not intend to dial.

How long a correction takes

A credit adjustment lands on your wallet as soon as it is approved, and is immediately spendable. Because corrections are made on the wallet rather than reversed through the payment gateway, there is no bank-settlement wait.

If your balance runs out mid-call

A call already in progress is never cut off for funds. If the balance is exhausted when it ends, the amount is recorded as an outstanding charge and settled from your next top-up before anything else is drawn. Campaigns pause themselves rather than running up a debt.

Questions before you pay

If you are weighing a larger commitment and want to understand exactly what is and is not recoverable, ask us first. We would rather have that conversation before a payment than after one.