Refund Policy

This Refund Policy applies to paid use of the SecureVoice platform purchased through this website by SecureVoice Technologies FZ-LLC ("SecureVoice", "we"). It is read together with our Terms of Service; where this policy is more specific about money, it governs the money.

It does not apply to production deployments governed by a signed Master Services Agreement and Data Processing Agreement with a financial institution. Those are quoted per deployment and the commercial terms are in the signed agreement, which takes precedence over anything on this page.

It also does not apply to the demo environment, which is free and processes no payment.

The platform runs on a prepaid Credit Wallet: a monthly platform fee per tier, plus credits that fund intervention signals. One credit funds one intervention signal. Purchased credits are non-refundable and unused credits expire 12 months from the date of purchase.

A consumed credit is never refunded, because the intervention it paid for has already burned carrier minutes, speech synthesis and a model turn. Refunding those would let a customer probe the platform for free. We will show you a per-intervention consumption breakdown on request, so you can see exactly how many credits were spent and on what.

If an intervention fails to connect, or terminates because of a SecureVoice infrastructure fault — not a carrier block, a network failure at the customer's end, or the customer being unreachable — the credit consumed by that intervention is returned to the wallet automatically within 48 hours.

Where an Enterprise agreement carries an availability commitment and that commitment is missed in a calendar month, service credits are issued as a wallet top-up rather than a cash refund, sized as (downtime minutes ÷ total minutes in the month) × the monthly platform fee. The measured figure is taken from the platform's own health endpoint, not from a customer report.

Professional services already delivered under a signed agreement; carrier pass-through charges actually incurred before cancellation; and any amount for a period during which the service was suspended for non-payment caused by a failed or expired payment method.

Opening a card chargeback against a valid credit purchase suspends API access and webhook routing until the chargeback is resolved, because the underlying intervention may still be consuming metered capacity.

Where a fault on our side caused a material failure to deliver the service, we return credits regardless of this policy. That is a commitment under the signed agreement, and it is also simply how we intend to operate.

Plans are billed in US dollars through Paddle, our Merchant of Record, which collects any sales tax or VAT due — so a credit or refund reverses the net amount and Paddle handles any tax adjustment. Buyers in the UK, Ireland and Australia who were charged a regional price in GBP, EUR or AUD are credited in that same currency. We do not convert across currencies at a third party's rate.

Email otemaach@gmail.com from the address on the account with the word "refund" in the subject and the organisation's name. No form, no ticket bot — a person reads it. We acknowledge within two business days and resolve within fourteen.

You do not need to give a reason, and we will not ask you to complete an exit interview first. If something is broken, say so anyway — it is the most useful sentence in the thread.

We may update this policy. Material changes will be announced on this page with a new version number and effective date, and balances purchased under the previous terms keep those terms until they expire.