Refund Policy

Last Updated: October 2025

BOLTTEL is committed to providing high-quality communication services. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services. Please read this policy carefully before making any purchases.

Important: As a Communications Platform as a Service (CPaaS) provider, BOLTTEL provides digital services that are consumed upon use. Our refund policy is designed to be fair while reflecting the nature of our services.

1. Scope of This Policy

This Refund Policy applies to all services provided by BOLTTEL (PRIVATE) LIMITED, including but not limited to:

SMS and MMS messaging services
Voice communication services
RCS (Rich Communication Services)
API access and usage
Prepaid credits and packages

2. Eligibility for Refunds

2.1 Service Credits and Prepaid Balance

Refunds for unused prepaid credits may be considered under the following circumstances:

Account closure request within 30 days of the initial purchase
Service unavailability caused by BOLTTEL that exceeds 24 consecutive hours
Duplicate or erroneous charges
Unauthorized transactions (subject to verification)

2.2 Subscription Services

For subscription-based services:

Cancellation within 7 days of subscription start: Full refund available
Cancellation after 7 days: Pro-rata refund for unused portion may be considered
Annual subscriptions: Refunds calculated based on unused months

3. Non-Refundable Items

The following are generally not eligible for refunds:

Consumed Services: SMS messages that have been sent, voice minutes used, or any other services that have been delivered
Setup Fees: One-time setup or activation fees
Phone Number Rentals: Monthly fees for dedicated phone numbers once the billing period has begun
Custom Development: Fees for custom integrations or development work
Promotional Credits: Free credits or promotional bonuses
Third-Party Charges: Carrier fees, regulatory fees, or charges passed through from network operators

4. Refund Request Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

Contact our customer support team via email at ali@bolttel.com
Provide your account information and order details
Explain the reason for your refund request
Include any relevant documentation or evidence

4.2 Processing Time

Review Period: 5-7 business days for initial review

Decision Notification: Within 10 business days of request submission

Refund Processing: 7-14 business days after approval

Bank Processing: Additional 3-5 business days depending on your financial institution

5. Refund Methods

Approved refunds will be processed using the following methods:

Original Payment Method: Refunds will be credited back to the original payment method used for the purchase whenever possible
Account Credit: In some cases, refunds may be issued as account credits for future use
Bank Transfer: For large refunds or when the original payment method is unavailable

6. Service Level Agreement (SLA) Credits

In addition to refunds, BOLTTEL provides service credits under our SLA for service disruptions:

Downtime exceeding 0.1% monthly: 10% service credit
Downtime exceeding 0.5% monthly: 25% service credit
Downtime exceeding 1.0% monthly: 50% service credit

SLA credits are applied to future invoices and are not redeemable for cash.

7. Disputed Charges

If you believe you have been charged incorrectly:

Contact us within 30 days of the charge
We will investigate and respond within 10 business days
If the dispute is valid, we will issue a full refund or credit
For complex disputes, additional investigation time may be required

8. Account Termination and Balance

Upon account termination:

Remaining prepaid balance over $50 USD (or equivalent) may be refunded upon request
Balances under $50 USD will be forfeited unless otherwise required by law
Refund requests must be submitted within 90 days of account closure
Outstanding invoices must be settled before any refunds are processed

9. Fraud Prevention

BOLTTEL reserves the right to deny refund requests in cases of:

Suspected fraudulent activity
Violation of our Terms of Service
Abuse of our refund policy
Chargebacks initiated without first contacting BOLTTEL

10. Regional Considerations

Customers in certain regions may have additional rights under local consumer protection laws:

European Union: 14-day withdrawal right for consumer contracts
United Kingdom: Consumer Rights Act 2015 provisions
Australia: Australian Consumer Law guarantees

Where local laws provide greater protection, those laws will prevail.

11. Changes to This Policy

BOLTTEL reserves the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website. We encourage you to review this policy periodically. Continued use of our services after changes constitutes acceptance of the modified policy.