Refund Policy

Last Updated: 20th November 2025

1. Overview

This Refund Policy outlines the terms and conditions under which refunds may be issued for subscriptions and services purchased through our AI voice calling platform ("Service").

2. Subscription Fees

2.1. Monthly Subscriptions

  • Monthly subscription fees are billed in advance and are non-refundable once the billing period has begun.
  • If you cancel your subscription, you will continue to have access to the Service until the end of your current billing period.
  • No partial refunds will be issued for unused portions of a monthly subscription.

2.2. Annual Subscriptions

  • Annual subscription fees are billed in advance and are non-refundable after 14 days from the date of purchase.
  • If you cancel within the first 14 days of an annual subscription, you may be eligible for a full refund, minus any usage charges incurred.
  • After 14 days, no refunds will be issued for annual subscriptions, except as required by law or in cases of service unavailability (see Section 4).

2.3. Subscription Cancellation

  • You may cancel your subscription at any time through your account settings.
  • Cancellation takes effect at the end of your current billing period.
  • You will not be charged for subsequent billing periods after cancellation.

3. Overage Charges

3.1. Usage-Based Billing

  • Overage charges for call minutes exceeding your plan's included amount are calculated and billed at the end of each billing cycle.
  • Overage charges are non-refundable as they represent actual usage of the Service.

3.2. Disputed Charges

  • If you believe you have been incorrectly charged for overage minutes, please contact us within 30 days of the charge.
  • We will investigate and, if an error is confirmed, issue a credit or refund for the disputed amount.

4. Service Unavailability

4.1. Extended Downtime

  • If the Service is unavailable for more than 48 consecutive hours due to our error, you may be eligible for a prorated refund or credit for the affected period.
  • Service unavailability due to scheduled maintenance, third-party provider issues, or circumstances beyond our control does not qualify for refunds.

4.2. Service Termination

If we permanently discontinue the Service, we will provide a prorated refund for any prepaid fees covering the period after discontinuation.

5. Refund Requests

5.1. How to Request a Refund

  • Submit refund requests by email to support@jotnexus.com or through your account dashboard.
  • Include your account email, subscription details, and reason for the refund request.
  • Refund requests must be submitted within 30 days of the charge date.

5.2. Processing Time

  • Refund requests are reviewed within 5-7 business days.
  • Approved refunds are processed within 10-14 business days.
  • Refunds are issued to the original payment method used for the purchase.

6. Non-Refundable Items

The following are non-refundable:

  • Overage charges for call minutes already used
  • Setup fees or one-time charges
  • Add-on services or features purchased separately
  • Refunds requested more than 30 days after the charge date
  • Refunds for accounts terminated due to Terms of Service violations

7. Chargebacks

7.1. Chargeback Policy

  • If you file a chargeback with your payment provider instead of contacting us first, we reserve the right to suspend or terminate your account.
  • We encourage you to contact us directly to resolve billing disputes before initiating a chargeback.

7.2. Chargeback Fees

If a chargeback is filed, we may charge a processing fee to cover administrative costs.

8. Promotional Offers and Discounts

8.1. Promotional Pricing

  • Refunds for subscriptions purchased at promotional prices are calculated based on the discounted amount paid.
  • If you cancel a promotional subscription, you will not be eligible for the same promotion if you resubscribe.

8.2. Free Trials

  • Free trial periods do not require payment and are not subject to refunds.
  • If you are charged after a free trial, standard refund policies apply.

9. Plan Upgrades and Downgrades

9.1. Upgrades

  • When you upgrade your plan, you are immediately charged the prorated difference for the remainder of your billing cycle.
  • Upgrades are non-refundable, but you will have immediate access to the upgraded plan features.

9.2. Downgrades

  • When you downgrade your plan, the change takes effect at the start of your next billing cycle.
  • No refunds are issued for the current billing period when downgrading.
  • You will continue to have access to your current plan features until the downgrade takes effect.

10. Special Circumstances

10.1. Duplicate Charges

If you are accidentally charged twice for the same subscription, we will issue a full refund for the duplicate charge immediately upon verification.

10.2. Unauthorized Charges

  • If you believe your account has been charged without authorization, contact us immediately.
  • We will investigate and, if confirmed, issue a full refund and take steps to secure your account.

11. Legal Rights

11.1. Consumer Protection Laws

  • This policy does not affect your statutory rights under applicable consumer protection laws.
  • If you are located in a jurisdiction that provides mandatory refund rights (such as the EU's 14-day cooling-off period for online purchases), those rights apply.

11.2. Jurisdiction-Specific Rights

  • Users in certain jurisdictions may have additional refund rights under local law.
  • We will honor all legally required refunds.

12. Refund Method

12.1. Payment Method

  • Refunds are issued to the original payment method used for the purchase.
  • If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

12.2. Processing Time

Refunds typically appear in your account within 5-10 business days after processing, depending on your payment provider.

13. Account Status After Refund

13.1. Service Access

  • After a refund is processed, your account will be downgraded or terminated, and access to the Service will be revoked.
  • You will not be able to access your account data after refund processing, unless you export it before the refund.

13.2. Data Retention

We may retain your account data for a limited period after refund processing for legal and accounting purposes.

14. Contact Us

If you have questions about this Refund Policy or wish to request a refund, please contact us at:

15. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Material changes will be communicated via email or through the Service. Your continued use of the Service after changes become effective constitutes acceptance of the updated policy.