Refund and Cancellation Policy

Effective date: February 8, 2026

This Refund and Cancellation Policy explains the rules governing cancellations, refunds, credits, and billing disputes for EngageCRM, operated by Engagelyt. For questions or assistance, contact [email protected].

1. Cancellations

• You may cancel your subscription at any time through your account or by contacting support.
• Cancellation will take effect at the end of the current billing period.
• Access to the Service will remain available until the billing period ends.
• Postpaid call numbers and telephony services require a minimum contract term of twelve (12) months.
• Early termination of a minimum-term subscription may result in remaining contract fees becoming payable.

Carrier provisioning fees, number setup fees, and regulatory charges are generally non-refundable once incurred.

2. Wallet credits and top-ups

• Wallet top-ups and prepaid credits are non-refundable and non-transferable, except where required by law.
• Credits may expire if required by law or carrier agreements; we will provide notice where applicable.

3. Refund eligibility

Refunds are limited and issued only in the following cases:

• Verified billing errors
• Duplicate charges
• Incorrect subscription charges caused solely by our system

Refunds are not provided for:

• Partial billing periods
• Unused subscription time
• Usage-based charges (calls, minutes, email volume)
• Number provisioning or carrier-related fees
• Add-ons or third-party services
• Setup or activation fees
• Annual subscriptions once the service period has started

4. Annual plans

• Annual subscriptions are billed upfront at a discounted rate.
• No refunds are available once an annual subscription has started, regardless of usage.
• You may cancel renewal of an annual plan to prevent future billing.

5. Service credits

If a verified service outage is caused solely by Engagelyt and materially impacts service availability, we may issue service credits at our discretion.

Service credits:

• Have no cash value
• Are non-transferable
• May only be applied toward future subscription fees

6. Trial periods and promotional credits

Trial access and promotional credits are provided as described in the applicable offer. Unused trial days or promotional credits cannot be redeemed for cash, cannot be transferred, and do not extend subscription periods unless explicitly stated.

7. Chargebacks and payment disputes

If you believe a charge is incorrect, please contact us before initiating a chargeback. Initiating a chargeback without contacting us may result in temporary suspension of your account and restriction of Service access during investigation. Repeated or fraudulent chargebacks may result in account termination.

8. How to request a refund or billing review

To request a billing review or eligible refund:

• Email [email protected]
• Include your account email or ID
• Include the invoice number (if available)
• Describe the billing issue

We will review and respond within 7-14 business days, depending on complexity and third-party verification requirements. Approved refunds will be issued to the original payment method where possible.

9. Policy changes

We may update this Refund and Cancellation Policy from time to time. Changes will be posted with a revised effective date. Continued use of the Service indicates acceptance of the updated policy.