Return Policy

1. Nature of Service

MiCalls provides a cloud-based AI voice and omnichannel communication platform. Our services include:

• AI Voice Bots — Intelligent voice agents that handle inbound and outbound calls on your behalf.
• Omnichannel Messaging — Unified inbox for WhatsApp, SMS, email, Facebook Messenger, Instagram, and web chat.
• CRM Integration — Built-in customer relationship management tools connected to all communication channels.
• Phone Number Provisioning — Local and toll-free phone numbers provisioned through our telephony partners.
• Call Recording & Analytics — Comprehensive call logs, recordings, and performance analytics.

Since MiCalls is a digital service delivered over the internet, there are no physical products to ship or return. All access is provided through your online account at app.micalls.com. As such, the concept of a "return" is handled through subscription cancellation, as described below.

2. Subscription Cancellation as "Return"

If you are unsatisfied with MiCalls or no longer need our services, you may cancel your subscription at any time. We treat subscription cancellation as the equivalent of a "return" for our digital service.

How to Cancel

You can cancel your MiCalls subscription using either of the following methods:

• Self-Service via Dashboard: Log in to your account at app.micalls.com, navigate to Settings > Billing & Subscription, and click "Cancel Subscription". Follow the on-screen prompts to confirm your cancellation.
• Contact Support: Send an email to support@micalls.com with the subject line "Subscription Cancellation Request" and include your account email address and company name. Our team will process your cancellation within one (1) business day.
• Phone: Call us at +1 (219) 277-3212 during business hours (Monday–Friday, 9:00 AM–6:00 PM EST) to request cancellation over the phone.

No cancellation fees apply. You will not be penalized for cancelling your subscription at any time.

3. What Happens When You Cancel

When your subscription is cancelled, the following applies:

3.1 Continued Access Until End of Billing Period

Your cancellation will take effect at the end of your current billing period (monthly or annual). You will retain full access to all MiCalls features and services until that date. No prorated refunds are issued for the remaining time in your current billing cycle.

3.2 Data Retention

After your subscription ends, MiCalls will retain your account data—including contacts, conversation history, call recordings, and configuration settings—for a period of thirty (30) days. During this retention window:

• Your data remains securely stored on our servers.
• You may reactivate your account to regain full access (see Section 7).
• You may request a data export at any time (see Section 6).

After the 30-day retention period, all account data will be permanently deleted from our systems in accordance with our Privacy Policy. This action is irreversible.

3.3 Cessation of Services

Once your billing period ends, the following services will be deactivated:

• AI voice bot will stop answering and making calls.
• Omnichannel messaging (WhatsApp, SMS, email, etc.) will be disconnected.
• Any provisioned phone numbers will be queued for release (see Section 5).
• Automated workflows and scheduled campaigns will be paused.
• API access tokens will be revoked.

4. Free Trial Period

MiCalls offers a free trial period so you can evaluate our platform before committing to a paid subscription. During the trial:

• No payment information is required to start your trial.
• You have access to the full range of MiCalls features, subject to trial usage limits.
• You may cancel at any time during the trial period with absolutely no charges.
• If you do not upgrade to a paid plan before the trial expires, your account will be automatically downgraded and no charges will be applied.

5. Phone Numbers

MiCalls allows you to purchase and provision local, toll-free, and international phone numbers through our telephony infrastructure powered by Twilio. The following policies apply to phone numbers upon cancellation:

5.1 Releasing Phone Numbers

When you cancel your subscription, any phone numbers associated with your account can be released back to the telephony provider. You may release phone numbers manually from your dashboard before cancellation, or they will be automatically released 30 days after your subscription ends.

5.2 Non-Refundable Phone Number Fees

Phone number fees that have already been charged are non-refundable. This includes:

• Monthly phone number rental fees for the current billing period.
• One-time phone number setup or porting fees.
• Usage charges (call minutes, SMS messages) already incurred.

If you release a phone number mid-cycle, the monthly rental fee for that number will not be prorated or refunded for the remaining days in the billing period.

5.3 Number Portability

If you wish to keep your phone number after cancelling MiCalls, you may request to port the number to another provider. Please contact our support team at least 14 days before your cancellation date to initiate the porting process. Standard carrier porting timelines apply.

6. Data Export & Portability

We believe your data belongs to you. Before or after cancelling your subscription (within the 30-day retention window), you may export the following data from your MiCalls account:

• Contacts & CRM Data: Export your full contact database, including custom fields, tags, and notes, in CSV or JSON format.
• Conversation History: Download complete transcripts of all conversations across every channel (voice, WhatsApp, SMS, email, web chat, etc.).
• Call Recordings: Download audio files of all recorded calls in MP3 format.
• Analytics & Reports: Export call logs, agent performance metrics, and campaign reports.
• Configuration Data: Export bot configurations, workflow definitions, and automation rules.

How to Export Your Data

You can initiate a data export in two ways:

• Self-Service: Log in to your account, go to Settings > Data Management > Export Data, select the data categories you wish to export, and click "Generate Export". You will receive a download link via email once the export is ready.
• Support-Assisted: Email support@micalls.com with the subject line "Data Export Request" and specify which data you need. Our team will prepare the export and send you a secure download link within two (2) business days.

We strongly recommend exporting all data you wish to retain before your 30-day post-cancellation retention period expires.

7. Account Reactivation

If you change your mind after cancelling, you can reactivate your MiCalls account under the following conditions:

7.1 Within the 30-Day Retention Period

• Log in to your account at app.micalls.com and select "Reactivate Subscription" from the billing page.
• Choose your desired plan and enter updated payment information if necessary.
• All your previous data—contacts, conversations, recordings, configurations—will be fully restored.
• Previously provisioned phone numbers may be reassigned to your account, subject to availability.

7.2 After the 30-Day Retention Period

• You may still create a new MiCalls account and subscribe to a plan.
• However, your previous data will have been permanently deleted and cannot be recovered.
• Previously held phone numbers will have been released and may no longer be available.

If you are considering cancellation but are unsure, we recommend contacting our support team first. We may be able to offer plan adjustments, temporary pauses, or other solutions that better fit your needs.

8. Exceptions & Special Circumstances

In certain situations, special considerations may apply:

• Service Outages: If MiCalls experiences prolonged service outages that materially affect your ability to use the platform, you may be eligible for service credits or early termination without penalty. Please refer to our Terms & Conditions for details on our Service Level Agreement.
• Billing Errors: If you were charged in error or your subscription was renewed unintentionally, contact support immediately. We will investigate and issue a correction or refund as appropriate per our Refund Policy.
• Enterprise Agreements: Customers on custom enterprise plans may have separate cancellation terms outlined in their individual service agreements. Those terms take precedence over this general Return Policy.

9. Changes to This Policy

MiCalls reserves the right to update or modify this Return Policy at any time. When changes are made:

• The "Last Updated" date at the top of this page will be revised.
• Active subscribers will be notified of material changes via email.
• Continued use of MiCalls after changes are posted constitutes acceptance of the updated policy.

We encourage you to review this policy periodically to stay informed about how we handle subscription cancellations and service returns.