Refund Policy

1. Overview

MiCalls is a subscription-based Software-as-a-Service (SaaS) platform that provides AI-powered voice bots, omnichannel chatbots, CRM integration, and unified communication tools for businesses. Because MiCalls is a digital service—not a physical product—our refund policy is tailored to the nature of cloud-based software delivery.

By subscribing to any MiCalls plan or purchasing add-on services, you agree to the terms outlined in this Refund Policy. This policy applies to all subscription plans (Starter, Growth, Business, and Enterprise), add-on services (Voicebot and Chatbot modules), and any overage charges incurred during your billing cycle.

We are committed to customer satisfaction. If you are not fully satisfied with our services, please review the sections below to understand your options for requesting a refund.

2. Subscription Refund Policy

MiCalls offers monthly and annual subscription plans. The following refund terms apply to all standard subscription tiers:

2.1 Monthly Subscriptions

• Cancellation at any time: You may cancel your monthly subscription at any time through your account settings or by contacting our support team. Cancellation will take effect at the end of your current billing period.
• No partial-month refunds: Once a monthly billing cycle has begun, we do not issue refunds for the remaining unused portion of that month. Your access to MiCalls services will continue until the end of the paid billing period.
• Auto-renewal: Monthly subscriptions automatically renew on your billing date. If you wish to avoid being charged for the next cycle, you must cancel before your renewal date.

2.2 Annual Subscriptions

• Cancellation: Annual subscriptions may be cancelled at any time; however, refunds for annual plans are only available within the first 30 days of the subscription start date, prorated for the time used.
• After 30 days: No refunds will be issued for annual plans cancelled after the first 30 days. Your access will remain active until the end of the prepaid annual term.

2.3 7-Day Money-Back Guarantee for New Subscribers

If you are a first-time MiCalls subscriber, you are eligible for a full refund within 7 days of your initial subscription purchase, no questions asked. This guarantee applies to:

• New accounts that have not previously held a paid MiCalls subscription
• Both monthly and annual subscription plans
• The base subscription fee only (add-on charges and overage fees are handled separately; see below)

To claim your 7-day money-back guarantee, contact our support team at support@micalls.com within 7 calendar days of your first payment. Refunds under this guarantee will be issued in full, converted at the exchange rate applicable at the time of your original purchase if the payment was made in PKR.

3. Add-On Refund Policy

MiCalls offers optional add-on services that enhance your subscription, including:

• AI Voicebot Add-On: Intelligent voice agents for inbound and outbound calling, appointment scheduling, lead qualification, and customer support.
• AI Chatbot Add-On: Omnichannel chatbot capabilities across WhatsApp, SMS, Facebook Messenger, Instagram, email, and web chat.

3.1 Cancellation Within 48 Hours

If you cancel an add-on service within 48 hours of purchase, you are eligible for a prorated refund for the unused portion of that add-on's billing period. The refund amount will be calculated as follows:

• Total add-on fee minus the cost of any days already used (calculated on a daily basis)
• Any consumed usage (e.g., voicebot minutes, chatbot conversations) will be deducted from the refund at the applicable per-unit rate

3.2 Cancellation After 48 Hours

If you cancel an add-on service more than 48 hours after purchase, no refund will be issued for that billing cycle. The add-on will remain active until the end of your current billing period and will not renew.

3.3 Add-On Refunds in PKR

For customers billed in Pakistani Rupees (PKR), add-on refund amounts will be converted using the exchange rate at the time of the original purchase. For example, if a Voicebot add-on was purchased at PKR 5,500/month and cancelled within 48 hours with 1 day of usage, the refund will reflect 29/30 of PKR 5,500, minus any consumed voice minutes.

4. Overage Charges

Overage charges are incurred when your usage exceeds the limits included in your subscription plan. These charges may apply to:

• Additional voicebot minutes beyond your plan allocation
• Additional chatbot conversations beyond your plan limit
• Extra phone numbers provisioned beyond your plan's included count
• Additional agent seats beyond your plan tier
• Excess storage or data transfer usage

Overage charges are non-refundable as they represent resources that have already been consumed and delivered. These charges reflect actual usage of platform resources, telecommunications infrastructure, and AI processing capacity that cannot be recovered.

We recommend monitoring your usage through the MiCalls dashboard and configuring usage alerts to avoid unexpected overage charges. You can also upgrade to a higher plan tier at any time to increase your included limits.

5. Enterprise Plan Refunds

Enterprise plans are customized for each organization and are governed by the terms outlined in your individual Enterprise Service Agreement. Refund terms for Enterprise customers may differ from the standard policy described above and will depend on:

• The specific terms negotiated in your Enterprise Service Agreement
• The contract duration and payment schedule agreed upon
• Any custom service-level agreements (SLAs) in place
• The scope of dedicated resources allocated to your account

If you are an Enterprise customer and wish to discuss a refund, please contact your dedicated account manager or reach out to our Enterprise support team at sales@micalls.com.

6. How to Request a Refund

To request a refund, please follow these steps:

1. Email our support team at support@micalls.com with the subject line "Refund Request — [Your Account Email]".
2. Include the following information in your request:
   • Your full name and company name (if applicable)
   • The email address associated with your MiCalls account
   • Your subscription plan and billing date
   • The specific charge(s) you are requesting a refund for
   • The reason for your refund request
3. Alternatively, call us at +1 (219) 277-3212 during business hours (Monday–Friday, 9:00 AM–6:00 PM EST) to speak with a support representative who can process your request.

Our team will review your request and respond within 2 business days with a confirmation or follow-up questions. All eligible refunds will be processed promptly after approval.

7. Refund Processing Time

Once your refund request has been approved, please allow 5–10 business days for the refund to be processed and reflected in your account. Processing times may vary depending on:

• Payment method: Credit and debit card refunds typically take 5–7 business days. Bank transfers may take up to 10 business days.
• Financial institution: Your bank or card issuer may have additional processing times beyond our control.
• Currency conversion: If your original payment was made in PKR or another non-USD currency, the refund will be issued in the original payment currency at the exchange rate applicable at the time of the original purchase. Please note that minor differences may occur due to fluctuations in exchange rates between your payment processor and bank.

You will receive an email confirmation when your refund has been initiated, along with a reference number for your records.

8. Disputed Charges

If you notice a charge on your billing statement that you believe is incorrect or unauthorized, please contact us immediately so we can investigate and resolve the matter.

8.1 How to Report a Disputed Charge

• Email support@micalls.com with the subject line "Charge Dispute — [Your Account Email]"
• Include the date, amount, and description of the disputed charge
• Provide any supporting documentation (e.g., bank statements showing the charge)

8.2 Investigation Process

Upon receiving your dispute, our billing team will:

1. Acknowledge your dispute within 1 business day
2. Investigate the charge and review your account activity
3. Provide a resolution within 5 business days, including issuing a refund or credit if the charge is found to be in error

8.3 Chargebacks

We strongly encourage you to contact us directly before initiating a chargeback with your bank or credit card company. Chargebacks incur processing fees and can result in your MiCalls account being suspended. In most cases, we can resolve billing disputes faster and more favorably by working with you directly.

9. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund request, our support team is here to help.