Refund Policy

1. What this policy covers

This policy covers payments made to CallInBell, which today are Platform Fees for paid Plans bought by Businesses.

Payments for services are made by Customers directly to Businesses. Refunds of those payments are the responsibility of the Business under its own terms and the law. If a Business does not respond to a genuine refund request, contact us and we will help where we can.

2. Failed and duplicate payments

• Failed payment: if money is debited but the payment is not confirmed and the Plan is not activated, the payment is not captured by CallInBell. The payment gateway returns it automatically to the original payment method, usually within 5 to 7 working days. Your bank may take a few more days to show it.
• Duplicate payment: if you are charged more than once for the same order, the extra payment is refunded in full to the original payment method.
• Wrong amount: if you are charged more than the amount shown at checkout, the difference is refunded.

If you do not see the money back within 10 working days, contact us with the order number (ORD-...), the date and the amount.

3. Refunds for paid Plans

Platform Fees for a Plan that has been activated are generally not refundable. We do refund them, in full or for the unused part, in these cases:

• the Plan was paid for but not activated within 24 hours, and we cannot activate it;
• paid features of the Plan were unavailable for more than 72 hours in a row because of a fault on our side, and we could not fix it;
• CallInBell discontinues the Plan or a paid feature during the period you paid for.

Plans suspended because the Terms were broken are not refunded.

4. How to request a refund

Email [email protected] or use the Contact support page within 30 days of the payment, with your order number (ORD-...), invoice number, the business name and the reason. We acknowledge requests within 48 hours and tell you our decision within 7 working days.

5. How refunds are paid and how long they take

• Approved refunds are paid to the original payment method only; we do not refund in cash or to a different account.
• We start the refund within 7 working days of approving it. After that, banks usually take 5 to 10 working days to credit it. UPI refunds are often faster.
• The refund includes the GST you paid on the refunded amount, and we issue a credit note where GST law requires one. Payment Gateway Charges are borne by CallInBell and are not deducted from refunds.
• You will receive the refund reference by email. If the money has not reached you, share the reference with your bank.

6. Chargebacks and disputes

Please contact us before raising a chargeback; most payment problems are solved faster directly. If a chargeback is raised, we provide the order and payment records to the payment gateway and bank. An amount refunded through a chargeback is not refunded again.

7. Complaints

If you are not satisfied with how a refund was handled, write to our Grievance Officer, Sravana Kumar Penuballi, at [email protected]. We acknowledge complaints within 48 hours and aim to resolve them within one month.