Refund policy
Last updated: October 1, 2026
We want you to get value from EXTRAVOX. If a plan is not right for you, this policy explains exactly when you can get your money back and how to ask.
The short version
14 days
to request a refund on any charge.
Full refund
within the first 20% of the billing period you paid for.
Partial refund
for the days still unused after that.
Cancel anytime
from the billing page — no future charges, no questions.
1. Try it free first
Every new account includes 20 free minutes, with no card required, so you can build and test an assistant before paying anything.
2. Cancelling a subscription
Plans bought in the dashboard renew automatically until you cancel. You can cancel at any time from the billing page. Cancelling stops the next renewal; your plan stays active until the end of the period you have already paid for, and you will not be charged again. Plans bought as one-off access periods never renew, so there is nothing to cancel.
3. When you can get a full refund
You get a full refund if you ask within 14 days of a charge and less than 20% of the billing period it paid for has run. On a monthly plan, for example, that is roughly the first six days.
We will also refund you in full, regardless of usage, if:
- You were charged twice for the same thing.
- A renewal went through that you had already cancelled.
- A fault on our side meant you could not use the service for a significant part of the period, and we could not fix it.
- You bought the wrong plan and tell us before using it — we will refund or swap it, whichever you prefer.
4. When you get a partial refund
If you ask within 14 days but more than 20% of the period has run, we refund the unused portion, calculated on whole days remaining.
After 14 days, a period is treated as used and is not normally refundable. If something has gone genuinely wrong, contact us anyway — we would rather sort it out than have you dispute the charge.
5. Your statutory rights if you are a consumer
Nothing in this policy takes away rights the law gives you.
UK and EU consumers normally have 14 days to withdraw from a distance contract. For digital content and services supplied immediately, that right can be lost once supply begins with your express consent and acknowledgement — which is what you give at checkout when you ask for immediate access. Even so, we honour the 14-day window above as a matter of policy, and if you consider you have a statutory right beyond it, tell us and we will respect it.
Consumers elsewhere keep whatever rights local law provides.
6. What is not refundable
- Minutes you have already used.
- Periods that have already ended.
- Charges from your own telephony provider, where you use your own numbers.
- Accounts terminated for breaching our Acceptable Use Policy.
7. How to request a refund
Email [email protected] with:
- The email address on the account.
- The date of the charge, or your order number if you bought a one-off period.
- A sentence on what went wrong — genuinely useful to us, and never a condition of getting your money back.
We reply within 24 hours. Approved refunds are returned to your original payment method, and typically appear within 5–10 business days depending on your bank. We do not charge a fee for processing a refund.
8. Please talk to us before disputing a charge
If you file a chargeback with your bank, your account is suspended automatically while the dispute runs, and the process usually takes far longer than simply asking us. We have never refused a legitimate refund. Email [email protected] first — it is faster for both of us.
9. What happens to your account after a refund
Access ends when the refund is issued. Your assistants, settings, recordings and transcripts are kept for 30 days in case you come back, then deleted. You can ask us to delete them immediately.