Legal
Refund Policy
How AhoyDial reviews failed calls, billing corrections, unused prepaid credit, refunds, and payment disputes.
Call charges
A call that never reaches the carrier-reported answered state is not settled as a connected call. A connected call is charged using the quote, connection fee, billing increment, and carrier-reported answered duration.
If a carrier correction changes the authoritative result, AhoyDial records a corresponding wallet adjustment rather than deleting the original entry.
Requesting a billing review
Email hello@ahoydial.com with your account email, call or payment ID, date, amount, and a concise explanation. Do not send a full card number, CVC, password, or authenticator code.
A poor connection does not automatically prove that a call was unconnected, but AhoyDial will compare the browser event, carrier timeline, quote, reservation, and settlement before deciding a billing correction.
Unused wallet credit
A credit purchase may be considered for a refund only while all credit from that purchase remains unused. Once any part of that purchase has paid for one or more successfully connected calls, the entire purchase becomes non-refundable, including any credit from it that remains in the wallet, except where non-waivable law requires otherwise.
Promotional, bonus, goodwill, or trial credit has no cash value and is not refundable. Refund requests remain subject to payment-method limitations, fraud review, prior chargebacks, and any non-refundable transaction costs disclosed before purchase.
How approved refunds are paid
An approved card refund is normally returned through Stripe to the original payment method. Bank and card-network processing times are outside AhoyDial’s control. A billing correction may instead appear as an explicit wallet adjustment when appropriate.
Chargebacks and legal rights
Please contact support first so the complete payment and ledger evidence can be reviewed. A chargeback or payment reversal may remove the related wallet credit and suspend further calls if that credit was already spent.
Nothing in this policy limits non-waivable refund, cancellation, or consumer rights that apply where you live. Requests involving those rights are reviewed under the law applicable to the customer and transaction.