Refund Policy

Calls are not refundable. The only refund we give is for credit you have not spent. This policy is part of our Terms and Conditions, and by using the service you agree to it.

What you are never charged for

• Waiting for a translator, and the time a call spends ringing.
• A search that finds nobody.
• A call that never connects.
• Any time after a call has ended, including a call that ended because it dropped.

Unused credit

You can ask for credit you have not spent to be refunded at any time. It goes back to the card it was paid with, and can only come from credit that is still unspent: if you added 50 and have spent 30, up to 20 can be refunded.

No refunds for calls

Once a call has connected, its charge is final. We do not refund calls, including calls that drop, calls with poor audio, and calls that did not go the way you hoped.

Calls are charged in advance, in blocks of 30 seconds. When a call ends part-way through a block, the unused part of that block is not refunded, because the translator is paid for the whole block.

Calls run over the internet. Problems caused by anything outside our own infrastructure, such as your device, your internet or mobile connection, the other person’s connection, or the networks and services in between, are not our responsibility.

Your right to withdraw

When you start a call, you ask us to provide the service straight away, and you agree that once it has been provided you can no longer withdraw from it. Unspent credit can still be refunded at any time, as above.

How refunds are recorded

A refund of unused credit is written to your account history as its own entry. Charges are never deleted or edited, so your statement always adds up.

Disputed card payments

Please contact us before disputing a payment with your bank. If you do open a dispute, we may pause the account while it is open and give your bank the records of the payment and the calls it paid for.

Changes

We update this policy from time to time. The date at the top shows when it last changed, and it is your responsibility to check it. If you keep using the service after a change, you accept the updated policy.

Your statutory rights

This policy does not remove any right you have that the law does not allow to be removed.

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