Refund and Cancellation Policy

1. Overview & Principles

CallingCRM provides business-to-business (B2B) cloud telephony, automated dialers, and CRM software. Because our services involve immediate provisioning of dedicated cloud capacity, virtual phone number allocations, and telecom carrier trunk relay reservations, this Refund and Cancellation Policy clearly defines customer rights, timelines, and limitations.

2. Subscription Cancellation Procedure

Organization Administrators may cancel an active CallingCRM subscription at any time directly through the platform billing portal:

1. Log into the CallingCRM administration console as an Organization Owner or Admin.
2. Navigate to Settings → Billing & Invoices.
3. Select Manage Subscription → Cancel Subscription.

Upon cancellation, your subscription remains active until the end of the current paid billing cycle ("Term"). You will continue to have full access to your CRM records, softphones, and campaign tools through the end of the billing period. No further recurring charges will be initiated following cancellation.

3. Trial Period & Initial Evaluation

New organizations are encouraged to test CallingCRM using our trial or pilot plans before committing to high-tier annual plans. If a customer is dissatisfied with the software platform within the first seven (7) days of their initial self-serve subscription, they may submit a cancellation request for a full refund of the base software seat fees, provided that usage does not violate fair use policies.

4. Recurring Billing & Renewals

Subscriptions renew automatically on a monthly or annual cycle unless cancelled at least twenty-four (24) hours prior to the renewal date. Renewal reminders are sent via email seven (7) days prior to annual subscription renewals.

Except as expressly set forth herein or mandated by applicable law, fees paid for standard renewal periods are non-refundable once the new billing cycle has commenced.

5. Prepaid Calling Wallet Balances

Outbound and inbound calling minutes are consumed against your organization's prepaid telephony wallet. If you cancel your subscription and have an unspent prepaid cash balance (excluding promotional credits or bonus trial minutes), you may request a refund of the remaining balance, subject to:

• A standard banking gateway processing fee deduction (typically 3% to cover merchant settlement fees).
• Deduction of any accrued, unbilled telecom usage or pending DID rental cycles.
• Promotional minutes, bonus credits, and referral rewards carry zero monetary value and are non-refundable.

6. Non-Refundable Carrier Fees & DIDs

Certain service fees represent direct third-party telecommunications pass-through disbursements that are strictly non-refundable once provisioned:

• Virtual Number (DID) Provisioning & Monthly Rentals: Fees paid to telecom operators to acquire or reserve local, national, or toll-free numbers.
• Consumed Telephony Minutes & SMS: Voice minutes terminated to carrier PSTN/cellular networks and SMS messages delivered.
• Carrier Regulatory Registration Fees: DLTS, 10DLC, or STIR/SHAKEN brand and campaign registration charges assessed by telecom authorities.

7. Onboarding & Custom Setup Fees

Fees for dedicated onboarding, custom Asterisk PBX trunk integrations, bespoke CRM workflow automations, or personalized agent training sessions are non-refundable once service delivery has commenced. If an onboarding package is cancelled prior to any engineering kickoff, a full refund will be granted.

8. Service Outages & SLA Credits

In the event of verified platform unavailability exceeding our service level targets, eligible enterprise customers may receive service downtime credits applied toward future invoices as detailed in our Service Level Agreement (SLA). SLA credits are issued as invoice credit allowances and are not disbursed as cash refunds.

9. Account Suspension & Forfeiture

If an account is suspended or terminated by CallingCRM due to illegal robocalling, spam telemarketing, CLI spoofing, debt collection harassment, fraud, or violation of our Acceptable Use Policy, all remaining prepaid balances, subscription fees, and credits are immediately forfeited as liquidated damages.

10. How to Request a Refund

To submit a refund request, Organization Administrators must:

1. Send an email to billing@m1entities.com from the registered organization owner email address.
2. Include the Organization Name, Workspace ID, and relevant Invoice Number(s).
3. State the specific reason for the refund request and attach supporting documentation if applicable.

11. Processing & Payout Timelines

Our finance team reviews and acknowledges refund requests within two (2) business days. Once approved, refunds are processed back to the original method of payment (credit card, net banking, or bank transfer) within five (5) to seven (7) business days, depending on your financial institution.

12. Billing & Accounts Contact

For any billing disputes, invoice clarifications, or cancellation assistance, please contact: