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Refund Policy

Last updated: 2026-04-28. Effective from: 2026-04-25.

Operator. The Service is operated by ФОП Даценко А.В. (A.V. Datsenko, sole proprietor registered in Ukraine), РНОКПП 3339403456 ("CallPing", "we", "us"). Mailing address: Plytkova str. 65/106, Kharkiv, Kharkivska oblast, 61047, Ukraine. Refund requests and billing disputes can be directed to [email protected]; identity-and-contact requirements under EU/UK consumer law are also met via the Terms of Service §17.

1. Overview

CallPing offers Paid Plans through Paddle.com Inc. ("Paddle") as the merchant of record. Paddle handles billing, tax determination (VAT and US sales tax in 30+ jurisdictions), invoicing, and refund processing. This Policy describes refund eligibility under CallPing's substantive policy; Paddle is the entity that processes the refund mechanically, returning funds to your original payment method.

Nothing in this Policy limits the rights of consumers under mandatory consumer-protection law of their country of residence, including the Law of Ukraine "On Consumer Protection" for Ukrainian consumers, the UK Consumer Rights Act 2015 for UK consumers, and EU member-state consumer-protection rules implementing EU Directives 2011/83/EU and 2019/770/EU for EU consumers. Where such law gives a remedy that is broader than this Policy, that broader remedy applies.

Refunds are categorized by:

1.5 Consumer vs. Business Customers

Consumer subscribers are natural persons who subscribe to the Service acting wholly or mainly outside the scope of a trade, business, craft, or profession. If you are a consumer, you benefit from any rights that cannot be excluded under the mandatory consumer-protection law of your country of residence, including (but not limited to) the 14-day right of withdrawal described in §2, rights under the UK Consumer Rights Act 2015 for UK consumers, and equivalent protections under EU member-state laws implementing EU Directives 2011/83/EU and 2019/770/EU for EU consumers. Where this Policy conflicts with those mandatory rights, the mandatory rights prevail.

Business subscribers are legal entities (companies, partnerships, or other organizations) and natural persons who subscribe to the Service in the course of a trade or business. Business subscribers agree that this Refund Policy constitutes the entire agreement between them and CallPing regarding refunds, and they exclude any implied warranties or statutory rights that can lawfully be excluded in commercial transactions. The 14-day right of withdrawal in §2 does not apply to business subscribers; their refund rights are governed solely by §3 through §8 of this Policy.

If your status is unclear, we treat you as a consumer. If you are unsure whether you qualify as a consumer or a business subscriber for the purposes of this Policy, contact [email protected] before subscribing and we will assist you.

Note for §2 readers: The EU and UK 14-day right of withdrawal described in §2 applies only to consumer subscribers as defined in this §1.5.

2. EU and UK 14-Day Right of Withdrawal

If you are a consumer in the European Union (under EU Directive 2011/83/EU on Consumer Rights) or the United Kingdom (under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013), you have the right to withdraw from the contract within 14 calendar days of (a) the day you start a new subscription or (b) the day a plan change becomes effective, for any reason and without giving a reason. Where the Service is materially varied (for example, an upgrade from Solo to Team), the 14-day window restarts; the safer interpretation — that the restarted right covers the full applicable charge at the new tier, not only the differential — is the position we apply unless an EU/UK regulator or court rules otherwise.

To exercise this right:

We will issue a full refund to your original payment method within 14 days of receiving the withdrawal notice, in line with the statutory deadline. Paddle processes the refund mechanically; the time for the funds to appear on your statement depends on your payment provider (typically 5–10 business days).

Waiver of the right of withdrawal where you consent to immediate provision. Under Article 16(m) of the EU Consumer Rights Directive (and the equivalent UK regulation), where the Service consists of digital content or a digital service provided immediately and you have (i) given express consent to begin provision before the 14-day period expires and (ii) acknowledged that you thereby lose the right of withdrawal, the right of withdrawal is forfeited as performance begins. Paddle's hosted checkout flow captures this consent at the moment of payment capture. CallPing has requested written confirmation from Paddle that their checkout consent flow satisfies Directive 2011/83/EU Art. 16(m) across all relevant EU/UK jurisdictions; pending receipt of that confirmation, where a consumer disputes the waiver in good faith we treat the right of withdrawal as unwaived and process the refund under the standard 14-day withdrawal mechanic above. Business subscribers (legal entities or natural persons subscribing in the course of a trade or business) are not consumers for the purposes of the Consumer Rights Directive and do not benefit from the 14-day right of withdrawal; their refund rights are governed solely by §3–§8 of this Policy.

If you have not waived the right, or where the consent capture is incomplete, the full 14-day right of withdrawal applies and a refund will be issued in accordance with this Section.

3. Annual Subscriptions — Pro-Rated Refund Within 14 Days

This Section applies to all annual subscribers globally, independently of the EU/UK statutory right of withdrawal in Section 2 (which runs in parallel for EU/UK consumers). For multi-seat plans (Team), the "annual fee paid" is the total fee for all seats purchased for the annual term.

Refund = (annual fee paid) − (full days used × monthly-plan price ÷ 30)

The "monthly-plan price" is the published monthly-billing price for the same tier at the time of subscription (currently USD $14/user/mo for Solo and USD $24/user/mo for Team); using the monthly-plan price is intentionally customer-friendly because it is higher than the annual-equivalent per-month price.

Worked example (single-seat Solo, annual). Annual fee paid: USD $144 (12 × $12). Cancelled on day 10. Days-used cost: 10 × ($14 ÷ 30) = USD $4.67. Refund: USD $144 − $4.67 = USD $139.33.

Worked example (5-seat Team, annual). Annual fee paid: USD $1,140 (5 seats × 12 × $19). Cancelled on day 10. Days-used cost: 10 × (5 × $24 ÷ 30) = USD $40.00. Refund: USD $1,140 − $40.00 = USD $1,100.00.

Treatment of call costs within the days-used window. The "days-used" deduction in this formula is intended as a complete substitute for separate metered usage charges. Outbound calls placed on or before the cancellation date are not separately billed against the refund — the days-used cost is the full deduction. Section 6 (No Refund for Usage) describes the same outcome from a different angle: calls placed during a paid period are not separately refundable, but neither are they double-counted into the days-used deduction.

Refunds under this Section are processed manually through Paddle's refund tooling and may take 5–10 business days to appear on your statement.

4. Monthly Subscriptions — Cancellation

For monthly subscriptions:

5. Erroneous Charges

Regardless of the windows in Sections 2, 3, and 4, the following are investigated and refunded promptly when identified:

To report an erroneous charge on a Paid Plan, email [email protected] with the subject line "Erroneous charge" and include the invoice / Paddle transaction ID. We aim to respond within two (2) business days.

6. No Refund for Usage; Service-Quality Disputes

Outbound phone calls placed during a billing period are non-refundable as a matter of unit economics: the Service was used, the cost of placing each call (SIP trunk fees, PBX infrastructure share, support overhead) was incurred, and it is not commercially feasible to issue a refund for delivered calls. This stance applies independently of perceived call quality, individual call outcomes (answered / no-answer / failed), or third-party SIP trunk performance. Where the EU/UK 14-day right of withdrawal in §2 or the §3 pro-rated annual refund applies, the days-used deduction in those sections fully accounts for any call costs incurred within the used days; calls are not separately deducted on top of the days-used charge.

Statutory consumer remedies are preserved. Nothing in this Section excludes or limits any rights you may have under applicable consumer-protection law, including the right to a price reduction, repair, replacement, or other remedy where the Service has not been performed with reasonable care and skill. For UK consumers, this includes rights under the Consumer Rights Act 2015 §49 (services to be performed with reasonable care and skill) and §50 (information about the trader or service to be binding); for EU consumers, equivalent member-state implementations of Directive 2019/770/EU on digital services; for Ukrainian consumers, the Law of Ukraine "On Consumer Protection".

If you believe the Service materially failed during a paid period — for example, an extended outage that prevented call delivery — please contact [email protected] with the subject line "Service-quality dispute" and include the affected request IDs, the dates and times, and the nature of the failure. We will investigate against our internal records. Where we determine that systemic failure on our side prevented call delivery for a meaningful portion of the period, we may issue a discretionary credit (not a refund) toward future invoices, even though no contractual SLA applies on the Solo or Team self-serve plans (see Terms §7a). Enterprise customers with a commercial SLA receive service credits per their contract. Discretionary credit does not displace any statutory consumer remedy described above.

7. Chargebacks

Filing a chargeback with your card issuer is your right under your card-network agreement and CallPing will not penalise you for exercising it in good faith. The following are nevertheless treated as serious AUP issues and may result in account suspension or termination at our discretion:

Chargebacks filed where CallPing has failed to respond to a refund request within fourteen (14) days, or where CallPing's response is unreasonable on its face, are not treated as abuse for the purposes of this Section.

Where the chargeback was filed in error (e.g., fraud-protection automation on your card issuer's side that you did not initiate), please contact us promptly and we will work to reverse the dispute and reinstate your account. Nothing in this Section prevents a consumer from exercising any mandatory right under applicable consumer-protection law.

Paddle MoR mechanics. Because Paddle is our merchant of record, chargeback disputes are processed through Paddle's relationship with the card networks. CallPing does not have the technical ability to intercept or reverse a chargeback you have filed; we may place an account in a hold state pending resolution of a chargeback that Paddle reports to us, but we cannot prevent you from exercising your card-network rights, and we do not seek to.

8. How Refunds Are Processed

Approved refunds are processed through Paddle's refund tooling and returned to your original payment method. The time for funds to appear on your statement depends on your payment provider, typically 5 to 10 business days.

Currency and exchange-rate handling. Where you paid in a currency other than USD, the refund is issued in the same currency as your original payment, at the exchange rate applied by Paddle at the time of the refund. Exchange-rate fluctuations between the original payment date and the refund date are not compensated — the refund returns the same number of currency units that were debited at payment, not a USD-equivalent re-conversion. CallPing does not absorb FX losses or gains.

VAT and credit notes. Because Paddle is the merchant of record and the VAT-registered entity, Paddle is the only party that issues VAT credit notes and VAT correction documents when a refund changes the VAT position. ФОП Даценко А.В. does not hold VAT registration and does not issue VAT documents to customers. Original invoices and any credit notes are downloadable from the Paddle customer portal accessible via your in-app billing page (my.callping.app/billing).

B2B EU customers — reverse-charge treatment. Where you subscribed as a B2B EU customer and provided a valid VAT number that triggered reverse-charge VAT treatment at checkout, Paddle will issue a reverse-charge credit note on refund. Your own VAT reclaim position on that credit note is governed by the law of your member state and is not within CallPing's control.

9. Reference Customers

A small number of reference customers operate on a separately documented arrangement and are not subject to billing or refund processing through Paddle. This Policy does not apply to those accounts. Reference-customer status is set administratively, is not user-purchasable, and is not advertised in the Service or in marketing copy without the relevant customer's separate written consent.

10. Updates to This Policy

We may update this Policy when adding or removing payment methods, updating billing mechanics, in response to changes in applicable law, or to reflect changes to Paddle's refund mechanics. The "Last updated" date at the top of this page reflects the most recent revision. Material changes will be communicated to active Paid Plan customers by email at least thirty (30) days in advance, in line with Terms §15.

11. Contact

For refund requests, billing disputes, account cancellation help, or subscription questions, contact [email protected]. For invoicing inquiries that require Paddle's involvement directly, visit paddle.com/help.