1. Overview
This Return & Refund Policy explains when DialSync Solutions provides refunds for services and hardware, and the process for requesting a refund. Because the majority of our offerings are usage-based business telecommunications services, refunds operate differently from consumer e-commerce returns.
2. Services — General Rule
Charges for Services already rendered (including completed call usage, monthly recurring charges for service months already provided, setup fees, and porting fees) are non-refundable. This includes any portion of the bundle, plan, or capacity that has already been consumed.
3. Prepayments & Unused Credit
Where you have prepaid for usage that has not yet been consumed at the time of cancellation:
- Unused prepaid balances may be refunded at DialSync's discretion, less any administration fee (typically 10%) and less any amounts owed to DialSync.
- Promotional credit and free trial credit are non-refundable.
- Refunds are processed via the original payment method within 14 business days of approval.
4. Billing Errors
If you believe an invoice contains an error, you must notify us in writing within 30 days of the invoice date at support@dialsyncsolutions.com. We will investigate and, if the error is confirmed, issue a credit to your account or, where requested, a refund. Disputes raised after 30 days may be declined.
5. Service Outage Credits
Where your Service Order includes an SLA, credits for downtime are calculated as set out in the SLA. Service credits are applied to future invoices and are not paid as cash refunds.
6. Hardware Returns
If your Service Order included the purchase of hardware (e.g., SIP devices, gateways):
- Defective hardware may be returned within 30 days of delivery for replacement or refund, provided the hardware is returned in its original packaging.
- Custom-configured or special-order hardware is non-returnable.
- You are responsible for return shipping costs unless the hardware was defective on arrival.
Contact support@dialsyncsolutions.com to initiate a return and obtain a Return Merchandise Authorisation (RMA) number.
7. Chargebacks
You agree to contact DialSync first before initiating a chargeback or bank dispute. Chargebacks initiated without prior contact may result in immediate suspension of Service and recovery of disputed amounts, costs, and fees.
8. How to Request a Refund
Send refund requests to support@dialsyncsolutions.com with:
- Your account name and number.
- Invoice or order reference.
- Reason for the refund request and supporting details.
We will acknowledge within 2 business days and respond with a decision within 14 business days.
Contact Us
If you have any questions about this Return & Refund Policy, please contact us:
DialSync Solutions
30 N Gould St Ste R
Sheridan, WY 82801, USA
Email: support@dialsyncsolutions.com
Phone (US): +1 (332) 265-2728 · WhatsApp
Phone (UK): +44 7462 097922 · WhatsApp