Refund Policy

This Refund Policy (“Policy”) applies to your requests for cancellation, refund, replacement, compensation, or service credits in connection with PhoneGrid services. This Policy forms part of the PhoneGrid Terms of Service. Unless otherwise defined in this Policy, capitalized terms used herein have the meanings given to them in the Terms of Service.

For purposes of this Policy, “Core Paid Feature” means a paid feature expressly identified as included in the applicable pricing page, plan page, order page, or written order.

1. Trial Access and Pre-Purchase Evaluation

1.1 PhoneGrid may, at its sole discretion, offer free trials, demo environments, trial credits, trial plans, or sales demonstrations from time to time.

1.2 Before purchasing any paid service, you are responsible for evaluating the functionality, compatibility, resource configuration, delivery model, and suitability of the service for your intended use. By placing an order or making payment, you acknowledge that you have completed the evaluation you consider necessary before purchase.

2. General Refund Principles

2.1 PhoneGrid provides digital services, cloud resources, instance provisioning, software enablement, and related online services. Accordingly, except as required by applicable law, expressly provided in this Policy, or otherwise agreed by PhoneGrid in its discretion, fees are generally non-refundable once the relevant service, instance, feature, capacity, credits, or resources have been activated, provisioned, allocated, delivered, reserved, or used.

2.2 If the service experiences interruption, degradation, delay, partial unavailability, or performance fluctuation, PhoneGrid may, depending on the circumstances, provide a fix, replacement, re-provisioning, service extension, service credits, pro rata adjustment, or another reasonable remedy. Such events do not automatically entitle you to a cash refund.

3. Circumstances in Which You May Request a Refund

Subject to this Policy, you may request a refund in the following circumstances:

3.1 Duplicate Charges or Clear Billing Errors

If you were charged more than once for the same order, charged in error, or charged an obviously incorrect amount due to a system error, payment channel issue, or human error, you may request a refund of the incorrectly charged portion.

3.2 Failure to Provision or Deliver Purchased Services

If PhoneGrid, for reasons attributable to PhoneGrid, is unable within a reasonable period to provision or deliver a purchased plan, cloud phone instance, enterprise resource, or expressly committed feature, and PhoneGrid cannot provide an equivalent substitute, you may request a refund for the undelivered portion.

3.3 Material Defect in a Core Paid Feature

If a Core Paid Feature has a reproducible and material technical defect such that the service cannot, in substance, be provided as described, you may request a refund, replacement, re-provisioning, or service credits for the affected and unused portion, provided that all of the following conditions are satisfied:

1. You submit a support ticket through PhoneGrid’s in-product support channel within 7 calendar days from the completion of payment for the relevant order or the activation of the relevant service, whichever is later;
2. You provide reasonably sufficient information and cooperate in troubleshooting;
3. After PhoneGrid receives complete materials from you, PhoneGrid remains unable to resolve the issue within a reasonable remediation period, which ordinarily will not exceed 3 business days, but may be extended to 5 business days for complex issues.

3.4 Unauthorized Payments

If you provide reasonable evidence showing that a payment was unauthorized and PhoneGrid verifies the claim, you may request a refund. PhoneGrid may require identity verification materials, proof of payment, device information, or other reasonably necessary evidence before making a determination.

3.5 Other Cases Required by Applicable Law

If applicable law grants you a non-waivable right to a refund, PhoneGrid will handle your request in accordance with applicable law.

4. Scope of Refunds and Methods of Resolution

4.1 For approved requests, PhoneGrid may determine, as appropriate under the circumstances, to provide one or more of the following:

1. A full refund;
2. A partial or pro rata refund;
3. An extension of the applicable service period;
4. Replacement, re-provisioning, or substitution with an equivalent service, plan, instance, or resource;
5. Service credits for future use.

4.2 Unless otherwise required by applicable law, approved refunds will ordinarily be issued to the original payment method and in the original payment currency. If the original payment route is unavailable or cannot accept the refund, PhoneGrid may use another reasonable method.

4.3 To the extent permitted by applicable law, the refund amount may be reduced by non-refundable payment processor fees, bank fees, foreign exchange losses, taxes, governmental charges, or third-party pass-through costs that have actually been incurred and cannot be recovered.

4.4 Unless otherwise required by applicable law or expressly stated by PhoneGrid in writing, service credits are non-transferable, non-refundable, and have no cash value.

5. Circumstances That Are Generally Non-Refundable

To the fullest extent permitted by applicable law, the following circumstances are generally not eligible for refunds:

5.1 You have used the service, consumed instance time, credits, usage-based resources, prepaid balances, add-on services, or any relevant resource has already been activated, provisioned, reserved, allocated, or occupied for your use.

5.2 You request a refund solely because you changed your mind, your business needs changed, you no longer need the service, you do not know how to use the service, or a third-party platform, application, or business outcome did not meet your expectations.

5.3 The issue results from your own network environment, local device, scripts, automation logic, proxy settings, account system, third-party applications, third-party platform restrictions, platform risk controls, suspensions, bans, regional restrictions, or any cause not attributable to PhoneGrid.

5.4 The fees relate to custom development, custom deployment, dedicated resource reservation, enterprise implementation services, manual configuration services, consulting, training, or any other bespoke services that have already commenced.

5.5 The fees relate to taxes, invoicing fees, third-party pass-through charges, non-refundable payment channel fees, or promotional benefits, discounts, vouchers, or credits that have already been redeemed or consumed.

5.6 Your service has been suspended, restricted, or terminated because you violated the Terms of Service, applicable law, or third-party platform rules.

5.7 You deleted your account, left a team, stopped using the service, or failed to cancel auto-renewal before the next billing cycle.

5.8 The request concerns promotional trial benefits, free credits, invitation rewards, partner-sponsored benefits, or any portion for which no cash consideration was actually paid.

6. Auto-Renewal and Cancellation

6.1 If your subscription is set to auto-renew, you are responsible for cancelling auto-renewal before the start of the next billing cycle through the product settings, billing page, order page, or other methods made available by PhoneGrid.

6.2 Cancelling auto-renewal only stops future charges. It does not affect your right to use the service during the current paid term and does not, by itself, entitle you to a refund for the current billing period.

6.3 As a limited exception to the general non-refund rule above, if an auto-renewal charge has already been processed, PhoneGrid may, in its discretion, provide a refund, billing adjustment, or service credits if:

1. You submit the request within 24 hours after the renewal charge; and
2. During the renewed billing period, you have not used any newly renewed paid resource, instance, quota, or credit.

Any such handling is discretionary, does not create a legal or contractual right to a refund, and does not obligate PhoneGrid to provide the same outcome in future cases.

7. How to Submit a Refund Request

7.1 You should submit your request as soon as reasonably possible after the relevant event and within any applicable request period. Refund requests should be submitted through PhoneGrid’s in-product support channel.

7.2 If you cannot access the in-product support channel because of login issues, product unavailability, client malfunction, or another reasonable cause, you may instead contact PhoneGrid at support@phonegrid.com.

7.3 Your refund request should include, where applicable:

1. The email address associated with the account and/or account ID;
2. The order number, payment date, payment amount, and currency;
3. The reason for the request and a reasonably detailed description of the issue;
4. Relevant screenshots, logs, ticket numbers, or technical evidence;
5. Payment verification information, such as the last four digits of the card, transaction reference, or proof of payment.

7.4 To verify and process your request, PhoneGrid may require additional reasonable information, troubleshooting cooperation, log export, account verification, or identity verification. Failure to provide reasonably requested materials may affect the outcome of the review.

8. Review and Processing Time

8.1 PhoneGrid will generally begin reviewing a complete request within 5 business days after receiving all reasonably required materials and will notify you of the result within a reasonable time.

8.2 If a refund is approved, PhoneGrid will generally initiate the refund within 7 to 15 business days. The actual time for funds to reach you depends on the bank, card network, payment processor, or other third-party payment channel.

8.3 Because of foreign exchange fluctuations, payment processor rules, settlement timing, or cross-border payment arrangements, the amount actually received may differ from the original payment amount. To the extent permitted by applicable law, such differences are not the responsibility of PhoneGrid.

9. Chargebacks and Payment Disputes

9.1 If you have a question about a charge, PhoneGrid encourages you to contact support first so that the issue may be reviewed and, where appropriate, resolved directly.

9.2 If you initiate a malicious chargeback, fraudulent payment dispute, or duplicative refund claim without a legitimate basis, PhoneGrid may suspend your account, freeze related resources, restrict future purchases, or take other reasonable risk control measures.

9.3 Nothing in this Policy limits any non-waivable rights you may have under applicable law.

10. Policy Changes and Contact Information

10.1 PhoneGrid may update this Policy from time to time to reflect changes in its products, billing models, payment methods, legal requirements, or business operations. The updated version may be published through the website, client, order page, or another reasonable channel.

10.2 Refund support contact: support@phonegrid.com

10.3 Escalation contact for refund disputes: support@phonegrid.com
Please include the subject line: Refund Escalation

11. Language

This Policy may be published in multiple languages. In the event of any inconsistency, conflict, or ambiguity between the English version and any translated version, the English version shall prevail, unless otherwise required by applicable law.