Refund Policy

Last Updated: August 14, 2026

1. General

TELVATEC LLC (“Telvatec,” “we,” “us,” or “our”) is committed to providing reliable and transparent international calling services through Telvatec Connect. This Refund Policy explains when a refund, account adjustment, or calling credit may be available for purchases made in connection with Telvatec’s international calling services.

This Policy applies to:

Pay-as-you-go international calling credits.
Global Pass products and subscriptions.
Purchases made through Telvatec Connect.
Eligible purchases made directly through Telvatec or an authorized Telvatec payment provider.
Billing errors and qualifying service-related issues.

Except where required by applicable law, applicable Apple App Store or Google Play rules, or expressly provided in this Refund Policy, purchases of Telvatec products and services are generally final once successfully completed or used.

This Refund Policy should be read together with Telvatec’s Terms of Service.

2. Pay-As-You-Go Calling Credits

Calling credits purchased for Telvatec Connect are prepaid value that may be used for eligible Telvatec international calling services. Successfully purchased calling credits are generally non-refundable once they have been credited to your Telvatec account.

A refund or account adjustment may be considered if:

You were charged but the purchased calling credits were not added to your account.
You were charged more than once for the same purchase because of a confirmed system or processing error.
An incorrect amount was credited because of a confirmed Telvatec system error.
A transaction failed but your payment method was nevertheless successfully charged.
A refund is required by applicable law.
The applicable payment provider or app store determines that the transaction qualifies for a refund.

Calling credits that have already been used for completed calls are generally not refundable. Promotional, complimentary, or bonus calling credits have no cash value and are not redeemable for cash unless required by law.

3. Global Pass Products and Subscriptions

Telvatec may offer Global Pass products that provide international calling benefits for eligible destinations during the applicable subscription or validity period. Global Pass purchases are generally non-refundable once calling benefits associated with the Global Pass have been used.

A refund may be considered if:

You were charged for a Global Pass but the product was not activated on your account.
You were charged more than once for the same Global Pass because of a confirmed processing error.
An incorrect Global Pass was applied because of a confirmed Telvatec system error.
A confirmed technical failure attributable to Telvatec prevented you from using the purchased Global Pass.
A refund is required under applicable law.
Apple, Google, or another applicable payment provider determines that the purchase qualifies for a refund under its rules.

A Global Pass renewal is generally not refundable merely because you did not use the renewed product or forgot to cancel before renewal, except where required by law or permitted by the applicable app store or payment provider.

4. Subscription Cancellation

Canceling a Global Pass subscription is different from requesting a refund. Cancellation prevents future renewals according to the rules of the platform through which you purchased the subscription. Cancellation does not automatically create a right to a refund for the current billing period.

If you purchased your Global Pass through Apple App Store, you must manage or cancel the subscription through your Apple account. If you purchased your Global Pass through Google Play, you must manage or cancel the subscription through your Google Play account. Deleting the Telvatec Connect app from your device does not cancel an active subscription. Deleting your Telvatec account also does not automatically cancel a recurring subscription administered by Apple or Google. You should cancel any active subscription through the applicable app store before deleting your Telvatec account.

If you cancel an active subscription, access to the applicable Global Pass may continue through the remainder of the period already paid for, subject to the rules of the applicable app store or payment provider.

5. Apple App Store Purchases

If your Telvatec Connect purchase was billed through Apple App Store, Apple generally controls payment processing and refund eligibility for that transaction. Requests for refunds on Apple-billed purchases should normally be submitted directly to Apple through Apple’s refund-request process. Apple determines whether an Apple-billed transaction qualifies for a refund under its policies and applicable law.

Telvatec does not control:

Apple payment authorization.
Apple billing decisions.
Apple refund eligibility decisions.
Apple refund processing times.
The payment method maintained in your Apple account.

If you experience a Telvatec service issue relating to an Apple purchase, you may also contact Telvatec Support so that we can investigate whether the purchased product was properly delivered to your Telvatec account. Nothing in this Policy limits consumer rights that apply under applicable law.

6. Google Play Purchases

If your Telvatec Connect purchase was billed through Google Play, refund eligibility may be determined under Google Play’s applicable refund rules. Google Play may provide a mechanism for requesting a refund directly through Google. Depending on the circumstances and timing of the request, Google may also direct you to Telvatec for assistance with an in-app purchase that:

Was not delivered.
Was applied incorrectly.
Did not function as expected.
Is otherwise eligible for developer assistance.

Telvatec may investigate qualifying Google Play purchases and may process an eligible refund or account adjustment where permitted by Google Play, this Refund Policy, and applicable law. Google controls certain aspects of Google Play billing, authorization, and refund processing. Nothing in this Policy limits consumer rights that apply under applicable law.

7. Technical Issues and Call Billing Errors

A failed, interrupted, or poor-quality call does not automatically qualify for a refund. International calling depends on telecommunications carriers, Internet connections, mobile networks, VoIP providers, and destination carriers, some of which are outside Telvatec’s direct control. However, Telvatec may issue a calling-credit adjustment or refund when our investigation confirms that:

You were charged for a call that did not properly connect because of a Telvatec billing or system error.
You were charged an incorrect rate because of a confirmed Telvatec system error.
Calling credits were deducted incorrectly.
A Global Pass-eligible call was incorrectly charged against your pay-as-you-go balance because of a confirmed Telvatec system error.
A duplicate charge occurred.
Another confirmed technical or billing error caused an incorrect charge.

Where appropriate, Telvatec may correct the issue by restoring calling credits, adjusting your account balance, or issuing a refund.

8. Non-Refundable Cases

Except where required by applicable law or applicable app-store rules, refunds generally will not be issued for:

Calling credits that have already been used.
Global Pass benefits that have already been used.
Successfully completed calls correctly billed at the applicable rate.
Unused subscription time following voluntary cancellation.
Subscription renewals that occurred because the subscription was not canceled before renewal.
Calls made to an unintended number because the customer entered or selected the wrong telephone number.
Calls made to a destination, carrier, or telephone type not included in a Global Pass.
Charges resulting from your mobile carrier, Internet provider, bank, card issuer, or other third party.
Mobile data or roaming charges.
Promotional or complimentary credits.
Losses resulting from unauthorized account use caused by failure to reasonably protect your device or account credentials, except where applicable law provides otherwise.
Requests involving fraud, abuse, manipulation, or material misrepresentation.

A call that connects to voicemail, an automated answering system, or another destination-side system may be treated as a connected call where the telecommunications network reports the call as answered.

9. Rate Changes

International calling rates may change from time to time. Current rates are made available through Telvatec Connect, the Telvatec website, or the applicable Service interface. A refund generally will not be issued solely because a calling rate changed before you placed a call, provided the applicable rate was properly displayed or otherwise made available when the call was placed. If you believe you were charged a rate different from the applicable displayed rate because of a Telvatec system error, contact Customer Support for review.

10. Unauthorized Transactions

If you believe your payment method or Telvatec account has been used without authorization, contact Telvatec Support and your bank, card issuer, Apple, Google, or other applicable payment provider promptly. Telvatec may request information reasonably necessary to investigate the transaction and protect your account. Unauthorized transactions processed by Apple or Google may also be subject to the applicable platform’s unauthorized-purchase procedures. Telvatec may temporarily restrict an account where reasonably necessary to investigate suspected fraud, unauthorized access, payment reversals, or security concerns.

11. Chargebacks and Payment Disputes

If you believe a Telvatec charge is incorrect, we encourage you to contact Telvatec Support first so that we have an opportunity to investigate and resolve the issue. Filing a chargeback does not automatically establish that a transaction was unauthorized or incorrect. If a payment is reversed through a chargeback or payment dispute, Telvatec may remove any corresponding calling credits, Global Pass benefits, or other value associated with the reversed transaction. Telvatec may restrict an account where there is evidence of fraudulent chargebacks, payment abuse, or repeated misuse of the payment-dispute process. Nothing in this section limits your lawful right to dispute an unauthorized or incorrect transaction with your financial institution or payment provider.

12. How to Request a Refund or Billing Review

For purchases or transactions that Telvatec is authorized to review directly, contact Telvatec Customer Support within 30 days of the transaction or billing issue.

Email: support@telvatec.com

Your request should include, where applicable:

Your name.
Mobile number associated with your Telvatec account.
Email address associated with your account.
Date of the transaction.
Transaction or order number.
Amount charged.
Product purchased.
Description of the issue.
Any relevant receipt, screenshot, or supporting information.

Do not send your password, complete credit card number, CVV, or one-time passcode to Telvatec Support. Submitting a refund request does not guarantee approval.

13. Refund Review Process

When Telvatec receives a refund or billing request that we are authorized to review, we will investigate the circumstances and generally respond within 5 to 7 business days. Complex cases may require additional time.

Our review may include:

Account records.
Purchase records.
Call-detail information.
Global Pass status.
Billing records.
Technical information.
Information from telecommunications or payment providers where appropriate.

If Telvatec approves a refund for a transaction processed directly by Telvatec or a payment provider that permits Telvatec to issue the refund, the refund will generally be returned according to the procedures of the original payment provider. Processing times after approval vary by bank, card issuer, app store, and payment provider. For purchases processed by Apple or Google, the applicable platform’s refund procedures and processing times may control.

14. Account Credits and Adjustments

In some cases, a billing or service issue may be resolved by restoring or adding calling credits to your Telvatec account rather than issuing a monetary refund.

An account adjustment may be appropriate when:

Calling credits were deducted incorrectly.
An eligible call was billed against the wrong balance.
A technical failure resulted in an incorrect call charge.
Telvatec determines that an account credit is the appropriate resolution.

Any promotional or goodwill credit issued by Telvatec does not constitute an admission of liability and may be subject to reasonable conditions disclosed when the credit is issued.

15. Account Deletion and Refunds

Requesting deletion of your Telvatec account does not automatically entitle you to a refund of unused calling credits, Global Pass benefits, or subscription payments.

Before deleting your account:

Review your remaining balance and active products.
Cancel any active recurring subscription through Apple App Store or Google Play.
Submit any eligible refund or billing request that you wish Telvatec to review.

Once account deletion has been completed, access to remaining Telvatec calling credits or account benefits may no longer be available. For more information, review Telvatec’s Account & Data Deletion page.

16. Consumer Rights

Nothing in this Refund Policy is intended to exclude, restrict, or waive any refund, cancellation, warranty, or other consumer right that cannot lawfully be excluded, restricted, or waived.

Refund rights may vary according to:

Your country or state of residence.
The payment method used.
The platform through which the purchase was made.
Applicable consumer-protection law.

Where applicable law or a mandatory app-store rule provides greater protection than this Policy, that law or rule will control.

17. Changes to This Refund Policy

Telvatec may update this Refund Policy periodically to reflect changes to our Services, payment methods, app-store requirements, business practices, or applicable law. When we update this Policy, we will revise the “Last Updated” date at the top of the page. Material changes will apply prospectively except where applicable law requires otherwise.

18. Contact Information

For refund requests, billing questions, or assistance, contact:

TELVATEC LLC
P.O. Box 123
Merrifield, VA 22116
United States

Customer Support: support@telvatec.com

General Inquiries: info@telvatec.com

Support: https://telvatec.com/support/

Account & Data Deletion: https://telvatec.com/account-deletion/