ValuTel Refund Policy

Effective Date: January 28, 2004

At ValuTel, we strive to provide reliable and high-quality Voice over Internet Protocol (VoIP) services. This Refund Policy outlines the conditions under which refunds may be issued for payments made for our Services. By using ValuTel’s Services, you agree to this Refund Policy, which forms part of our Terms and Conditions.

1. General Refund Policy

ValuTel offers Services on a prepaid or subscription basis. Unless otherwise required by applicable law or specified in your service plan, all payments for Services are non-refundable. This includes, but is not limited to, subscription fees, usage-based charges, setup fees, and any applicable taxes or surcharges.

2. Eligible Refund Circumstances

Refunds may be considered under the following limited circumstances, at ValuTel’s sole discretion:

  • Service Non-Delivery: If ValuTel fails to deliver the subscribed Services due to technical issues solely attributable to ValuTel and such issues persist for more than 48 hours after notification.

  • Billing Errors: If you are charged incorrectly due to a billing error by ValuTel (e.g., duplicate charges or charges for Services not ordered).

  • Trial Period: If your service plan includes a trial period and you cancel within the specified trial period, as outlined in your plan details.

Refunds will not be issued for:

  • Customer dissatisfaction unrelated to service non-delivery or billing errors.

  • Services used or partially used, including minutes, data, or features consumed.

  • Termination of Services due to violation of ValuTel’s Terms and Conditions or Acceptable Use Policy.

  • Changes in customer needs or preferences.

3. Refund Request Process

To request a refund, you must:

  1. Contact ValuTel customer support within 30 days of the charge or issue by:

    • Email: support@valutel.net

    • Phone: 1-800-VALUTEL

  2. Provide your account details, including the account holder’s name, billing reference number, and a description of the issue.

  3. Allow ValuTel up to 14 business days to review and process your request.

Refunds, if approved, will be issued to the original payment method used for the transaction. Processing times for refunds may vary depending on the payment method and third-party processor.

4. PCI DSS Compliance

ValuTel is committed to maintaining compliance with the Payment Card Industry Data Security Standard (PCI DSS) for all payment-related transactions, including refunds.

  • Secure Processing: Refunds are processed through PCI DSS-compliant third-party payment processors. ValuTel does not store full cardholder data; any payment information used for refunds is tokenized or encrypted in accordance with PCI DSS requirements.

  • Customer Responsibilities: You must provide accurate payment information for refund processing and ensure that communications regarding refunds are sent through secure channels (e.g., avoid sending cardholder data via unencrypted email).

  • Data Protection: Any cardholder data involved in refund processing is handled with encryption and access controls to ensure compliance with PCI DSS standards.

5. Non-Refundable Charges

The following are explicitly non-refundable unless required by applicable law:

  • One-time setup or activation fees.

  • Charges for additional features, add-ons, or overages.

  • Taxes, surcharges, or regulatory fees imposed by government authorities.

6. Cancellations

If you cancel your subscription or Services, no refunds will be issued for unused portions of the billing cycle unless the cancellation falls under the eligible refund circumstances outlined in Section 2. To cancel, contact ValuTel customer support as described in Section 3.

7. Disputes

If you believe a charge was made in error or wish to dispute a refund decision, please contact ValuTel customer support. We will work with you to resolve the issue promptly. If the issue remains unresolved, disputes may be subject to the arbitration process outlined in ValuTel’s Terms and Conditions.

8. Modifications to Refund Policy

ValuTel reserves the right to modify this Refund Policy at any time. Changes will be posted on our website, and continued use of the Services constitutes acceptance of the updated policy.

9. Contact Information

For refund requests or questions about this policy, contact ValuTel at:

  • Email: support@valutel.com

  • Phone: 1-800-VALUTEL (825-8835)

By using ValuTel’s Services, you acknowledge that you have read and agree to this Refund Policy.