Billing, Cancellation & Refunds
This policy covers every product we sell. Where a product is priced or provisioned differently, the difference is stated at checkout — the cancellation and refund rules below still apply.
Billing
Our products are sold as monthly subscriptions, paid in advance and priced per user seat or by whatever unit the product states at checkout. Your price is shown before you confirm the subscription and on every invoice. There is no free trial and no setup fee. Subscriptions renew automatically each month until cancelled.
Payments are processed by Stripe; we never receive or store your full card number. Charges appear on your statement as NELZN LLC. Prices are in U.S. dollars and exclude any applicable tax.
Cancellation
You can cancel at any time — no contract, no minimum term, no cancellation fee. Cancel from the billing screen in the product, or email [email protected] and we'll do it for you and confirm by reply.
Cancellation takes effect at the end of the billing period you have already paid for. You keep access until then and are not charged again.
Before you cancel, export anything you want to keep. And if the product you use supplies telephone numbers: those are rented monthly from a carrier and are returned shortly after a subscription ends, after which they cannot be recovered. If you need to keep a number, email us before cancelling so we can arrange to port it out.
Refunds
Because this is a month-to-month service you can cancel at any time, we do not generally refund a period that has already started. We do refund promptly when:
- you were charged twice for the same period;
- you were charged for a period beginning after your cancellation took effect;
- we billed the wrong amount or the wrong quantity;
- the charge was not authorised by the account owner; or
- a fault on our side made the service materially unusable for a meaningful part of the period.
Outside those cases refunds are at our discretion, and we consider them in good faith — if you signed up, found it wasn't right for you, and haven't really used it, write to us within 30 days of the charge and ask.
To request one, email [email protected] with the invoice number or the date and amount. We reply within one business day. Approved refunds go back to the original payment method through Stripe, normally within 5–10 business days.
Disputed charges
If a charge looks wrong, please email us first — we can almost always settle it within one business day, faster than a bank dispute. If a chargeback is filed, we respond with the account and usage records for that period, and we may suspend the account until the dispute is resolved.
Price changes
If we change the price of a subscription you already hold, we will email the account administrator at least 30 days beforehand, and the change applies at your next renewal after that notice — never mid-period. If you don't accept it, cancel before it takes effect.
Questions about any of this: [email protected]. This policy forms part of our Terms of Service.