EARLY-ACCESS POLICY
Refund policy
Early-access version, last updated 12 October 2026.
- Unused credit: you can ask for a refund of unused prepaid credit within 30 days of the purchase it came from. Contact us (support@mail.topaz.tel) from your account's administrator email. We refund to the original card through Stripe, usually within 5–10 business days.
- Phone number and channel fees already charged for a 30-day period are not refundable; releasing a number or stopping channels stops future fees.
- Prepaid terms (12 or 36 months) are not refunded automatically if you stop early. A refund we agree to, or one owed when we end your channels or account under the Terms of Service, is what you paid minus the months used at the month-to-month price. For example, a $144 36-month number term ended after 14 months: $144 − 14 × $10 = $4.
- Used credit (calls already made) is not refundable, except where a call failed or was charged in error — tell us within 30 days and we will credit your balance.
- Closing your account: when you close your account, we refund remaining unused credit on request.
- How refunds affect your balance: a refunded amount is deducted from your credit immediately. If that takes your balance to zero, calls to and from outside numbers stop until you add credit.
- Chargebacks: a card dispute deducts the disputed amount from your credit and may suspend the account while it is resolved. Please contact us first.
- Accounts closed for abuse (see the Terms of Service) are not refunded for credit used in violation.