Refunds — clear rules, no runaround.

This policy explains when you can get your money back for Dextel AI. It covers the two things we sell: subscription plans (billed monthly or annually) and prepaid wallet credits (a one-time balance you draw down as you use calls, messages, and AI processing).

Payments are processed by Paddle.com Market Ltd, our Merchant of Record. Paddle is the seller on record for your purchase and appears on your bank statement. Refunds we approve are issued by Paddle back to your original payment method.

Nothing here limits rights you have under the law where you live. If this policy and your statutory rights ever disagree, your statutory rights win.

Plans are billed in advance for the period ahead — each month for monthly plans, each year for annual ones.

New customers:if Dextel isn't right for you, contact us within 14 daysof your first payment and we'll refund that payment in full. This applies to your first subscription payment only.

Cancelling:you can cancel renewal at any time from your dashboard. Cancellation takes effect at the end of the period you've already paid for — you keep full access until then. We don't pro-rate refunds for the remainder of a period that has already started, and renewal payments after your first are generally non-refundable.

Annual plans: the same 14-day window applies from the date of each annual payment. Because annual plans are discounted against monthly pricing, any partial refund we grant at our discretion is calculated against the undiscounted monthly rate for the months already used.

Downgrades:moving to a cheaper plan takes effect at your next renewal. We don't refund the difference for the current period.

Wallet credits pay for usage — voice minutes, messages, phone number rentals, and AI processing — at the per-unit rates shown on your plan. They are a prepayment for our services, not a stored-value instrument, and cannot be transferred to another account, exchanged for cash, or redeemed anywhere other than Dextel.

Unused credits: if you top up and change your mind, contact us within 14 daysof the top-up and we'll refund the unused portionof that top-up. Credits already spent on delivered services can't be refunded — those calls were placed and those messages were sent.

After 14 days, top-ups are non-refundable, but credits do not expire while your account is open. They remain available for as long as you keep using Dextel.

Automatic top-ups:if you have auto-top-up enabled and it triggered unexpectedly, tell us within 14 days and we'll refund the unused portion of that charge. You can set or remove a monthly cap at any time in your dashboard.

Account closure: if you close your account, unused credits purchased in the previous 14 days are refundable. Older balances are forfeited.

If you are a consumer in the UK, EU, or EEA, you have a legal right to cancel a distance purchase within 14 days without giving a reason.

Because Dextel is digital content supplied immediately, starting to use the Service during that window counts as asking us to begin straight away — which means we may deduct a proportionate amount for what you used before cancelling. Where the Service has been fully performed within the period, the right to withdraw may not apply.

These rights apply to consumers. Purchases made for business purposes are governed by the terms above and by our Terms of Service.

We generally can't issue a refund for:

Third-party pass-through costs already incurred on your behalf — telephony carrier charges for calls placed, messages sent, and monthly phone number rentals. We are billed for these by our carriers whether or not you request a refund.

Accounts suspended or terminated for breach of our Terms of Service or Acceptable Use Policy, including sending unlawful messages or violating telecoms regulations.

Charges older than 60 days, unless required by law.

Usage you dispute but which our logs show was delivered. Every call and message is recorded in your dashboard with timestamps and duration — we're happy to walk through them with you.

The exceptions above assume the Service worked. If it didn't, talk to us.

If a fault on our side caused calls to fail, messages not to send, or charges to be applied incorrectly, we'll credit or refund the affected usage. This is separate from the 14-day windows above — report it within a reasonable time of noticing and we'll investigate against our logs.

Billing mistakes — duplicate charges, the wrong plan, a rate that doesn't match what you were quoted — get corrected in full, no time limit.

Email support@dextelai.com from the address on your account, and include:

The email on your Dextel account, the date and amount of the charge, and a sentence on what happened. If it's about specific usage, the call or message IDs from your dashboard help us resolve it faster.

We aim to respond within 2 business days and to decide within 5. Approved refunds are issued by Paddle to your original payment method and typically appear within 5–10 business days, depending on your bank.

You can also contact Paddle directly at paddle.net, as they are the merchant of record for your purchase.

Please talk to us before filing a chargeback. Almost every dispute we see is faster to fix by email, and a chargeback usually results in the account being suspended while the bank investigates.

We may update this policy as the product changes. The version in effect when you made a purchase is the one that governs it, so a later change never reduces the rights attached to money you've already spent.

Material changes are announced in the dashboard and by email to account owners at least 30 days in advance.

Questions about anything here? Email support@dextelai.com.