Legal
Refund Policy
Last updated: July 1, 2026. We want you to be completely satisfied with our VoIP services.
7-Day Money-Back Guarantee: If you are not satisfied with your iTelVoIP VoIP service within the first 7 days of your initial subscription, we will issue a full refund.
1. Eligible Refunds
You may be eligible for a refund in the following circumstances:
- 7-Day Guarantee: Full refund within 7 days of first subscribing to any monthly VoIP plan
- Service Outage: Pro-rata credit if a verified platform outage exceeds 2 hours in a billing period
- Billing Error: Full refund if an error on our part resulted in an incorrect charge
- Duplicate Payment: Immediate refund of any duplicate charge
2. Non-Refundable Items
- Used international calling minutes and pay-as-you-go credit
- VoIP plans cancelled after the 7-day guarantee period
- Custom caller ID verification fees
- White-label and reseller setup fees
- Plans that have been used to make calls exceeding 100 minutes during the guarantee period
3. How to Request a Refund
- Log in to your iTelVoIP customer portal
- Navigate to Support → New Ticket
- Select "Billing & Refund" as the category
- Provide your order number and reason for the refund request
- Our team will review and respond within 24 hours
Alternatively, contact our support team via email or WhatsApp.
4. Refund Processing Timeline
- Approval: Within 24-48 hours of receiving your request
- Credit Card: 5-10 business days after approval
- PayPal: 3-5 business days after approval
- Account Credit: Immediate upon approval (opt-in)
5. Cancellation Policy
You may cancel your VoIP subscription at any time from your customer portal. Cancellation takes effect at the end of the current billing period. No partial-month refunds are issued after the 7-day guarantee period.