Billing & Refund Policy
This Billing & Refund Policy explains how TalkUSA.NET ("TalkUSA", "we", "us") handles pricing, charges, payments, and refunds for the Services. This Policy forms part of our Terms of Service.
1. Billing Model
TalkUSA primarily operates on a prepaid model. You fund your account in advance, and charges for usage (such as outbound and inbound call minutes) and recurring services (such as monthly numbers and features) are deducted from your available balance.
2. Pricing
Current rates for our core services, including per‑minute charges and monthly recurring fees for numbers, are published on our website or within your customer portal. Pricing may be updated from time to time. We will provide notice of material pricing changes in accordance with our Terms of Service.
3. Payments
You may add funds to your account using one or more supported payment methods (such as credit/debit cards, bank transfer, or approved third‑party payment providers). By submitting a payment method, you authorize us and our payment processors to charge that method for all amounts due, including taxes and applicable regulatory fees.
You are responsible for providing accurate billing information and for keeping your payment details up to date. If a payment is declined or reversed, we may suspend or limit your access to the Services until the outstanding balance is resolved.
4. Invoices & Statements
For each successful top‑up or manual credit, we provide a receipt via the email address associated with your account and/or through the customer portal. You may also view recent transactions and charges in the Billing section of the portal.
5. Taxes & Regulatory Fees
Depending on your location and the nature of the Services, we may be required to collect taxes (such as sales tax, VAT, or similar levies) and regulatory fees. These amounts will be added to your invoices or deductions as required by law.
6. Refunds
Because our Services are usage‑based and often provision real‑time telecommunications resources, funds added to your TalkUSA account are generally non‑refundable. However, we may consider issuing a credit or refund in the following limited circumstances:
- A duplicate or erroneous charge caused by a system error on our side.
- Proven unauthorized use of your account despite your adherence to reasonable security practices.
- A clear billing discrepancy where call records or invoices show that we billed incorrectly.
Any refund is at our sole discretion and may be issued as an account credit rather than a cash refund. We do not provide refunds for previously consumed minutes, completed calls, or expired balances unless required by applicable law.
7. Disputed Charges
If you believe a charge is incorrect, you must notify us in writing at [email protected] within thirty (30) days of the charge date. Your notice should include relevant details such as invoice numbers, dates, amounts, and any supporting evidence. We will investigate the dispute and notify you of the outcome.
Failure to dispute a charge within this period may result in our inability to issue a credit or adjustment.
8. Chargebacks
Initiating a chargeback with your bank or card issuer without first attempting to resolve the issue with us may be considered a violation of this Policy. We reserve the right to suspend or terminate your account if a chargeback is filed, and you will remain responsible for any outstanding balances and fees associated with the dispute.
9. Account Suspension for Non‑Payment
If your balance becomes negative or you fail to pay amounts due, we may suspend your ability to place or receive calls, provision new services, or access certain features. We will typically provide notice before suspension where practicable, but we may act immediately in cases of significant non‑payment or fraud.
10. Cancellation & Termination
You may cancel your account at any time by contacting our support team. Upon cancellation or termination, we may immediately disable access to the Services and release any associated telephone numbers in accordance with carrier and regulatory requirements. Except where required by law, unused prepaid balances are not automatically refunded upon cancellation.
11. Changes to This Policy
We may update this Billing & Refund Policy from time to time. When we make material changes, we will post the updated Policy on this page and update the "Last updated" date. Your continued use of the Services after the effective date constitutes your acceptance of the updated Policy.
12. Contact Us
If you have questions about this Policy or your billing, please contact us at:
Billing Support
Email: [email protected]
Address: 1209 Mountain Road PL NE, Albuquerque, NM 87110, USA
This Policy is provided for informational purposes and does not constitute legal or tax advice. Please consult your legal or financial advisors for guidance specific to your organization.