Refund & Cancellation Policy

Last Updated: April 14, 2026

1. Cancellation

You may cancel your subscription at any time through the billing section of the Dashboard or by emailing support@equinoxvoice.com.

Cancellation takes effect at the end of the current paid billing period. You retain full access to the Service, including the Dashboard, call answering, and all features, until the billing period expires.

No partial-month refunds are issued upon cancellation, regardless of when during the billing cycle you cancel.

Upon cancellation and expiration of your current billing period, the following occurs: Your AI Agent stops answering calls on your provisioned number. Your provisioned phone number is released and may be reassigned. Your Dashboard access is revoked. Any unused Top-Up minutes are forfeited. Call recordings and lead data are retained for 30 days after your subscription ends, after which they are permanently deleted.

It is your responsibility to update your marketing materials, mailers, letters, and advertisements to remove your provisioned phone number before or immediately after cancellation. The Company is not responsible for calls received to a released number after your subscription ends.

2. Monthly Subscription Refunds

If you subscribe and cancel within the same billing cycle, no refund is issued. Your service remains active through the end of that billing period.

There is no free trial period. You may use the free demo available at /demo to evaluate the Service before subscribing. By subscribing, you acknowledge that you have had the opportunity to evaluate the Service and that you understand subscription fees are non-refundable.

3. Top-Up Minute Refunds

Top-Up minutes roll over month-to-month while your subscription is active. If your subscription is cancelled or terminated for any reason, any remaining unused Top-Up minutes are immediately forfeited with no refund and no compensation.

The Company is not responsible for unused Top-Up minutes that are forfeited due to account cancellation, account termination, or account inactivity.

4. Plan Changes

You may upgrade your plan at any time through the Dashboard. Upgrades take effect immediately. You will be billed the prorated difference between your current plan and the upgraded plan for the remainder of the current billing period. Your next full billing cycle will reflect the upgraded plan price.

You may downgrade your plan at any time through the Dashboard. Downgrades take effect at the beginning of the next billing period. You continue to receive the benefits of your current plan through the end of the current billing cycle. No refund or credit is issued for the difference between the current and downgraded plan during the current billing period.

5. Service Credit for Outages

If the core call-answering service experiences a material outage exceeding 72 continuous hours within a single billing period, you may request a pro-rata service credit for the affected days.

Service credits are calculated based on the number of affected days as a proportion of the billing period, applied to your monthly subscription fee. Service credits are applied to your next billing cycle and are not redeemable for cash, transfer, or any other form of payment.

To request a service credit, you must contact support@equinoxvoice.com within 14 days of the outage. Requests submitted after 14 days will not be honored.

The following do not qualify for service credits: Outages caused by third-party providers such as Twilio, Vapi, OpenAI, ElevenLabs, Deepgram, or any other provider. Outages caused by the Client’s own infrastructure, internet connectivity, or CRM issues. Scheduled maintenance windows communicated in advance via email. Force majeure events. Outages lasting fewer than 72 continuous hours.

6. Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute with your bank, credit card company, or payment processor, the Company reserves the right to immediately suspend or terminate your account pending resolution of the dispute.

The Company will respond to all chargeback requests with documentation of the Service provided, your subscription history, and your usage data.

You are strongly encouraged to contact support@equinoxvoice.com to resolve any billing questions, concerns, or disputes before initiating a chargeback with your financial institution. In many cases, billing issues can be resolved faster and more favorably through direct communication.

Chargebacks initiated in bad faith, including chargebacks for services that were properly delivered and used, may result in permanent account termination, referral to collections, and reporting to fraud prevention databases.

7. Exceptions

The Company reserves the right to issue refunds, credits, or other accommodations at its sole discretion on a case-by-case basis. Any exception granted does not constitute a waiver of this policy, does not create a precedent for future requests, and does not obligate the Company to grant similar exceptions in the future.

For any billing questions or concerns, contact support@equinoxvoice.com.