Quick Summary
Eligible for Refund
- Unused wallet balance within 7 days
- The unused part of a deposit, even if some credit was spent
- Technical errors or a service that was not delivered
- Duplicate or unauthorized charges
- Pro no-show for a scheduled call
Not Eligible for Refund
- Credit already spent on a delivered call, message, or purchase
- Tips and donations that reached the recipient
- Subscription time that was already provided
- Voluntary refunds of unused balance after 7 days
1. Digital Goods & Services
PayCall provides a platform for digital communication services. When you deposit funds into your wallet, you are purchasing digital credits for use on the platform. These credits are considered digital goods that become available for immediate use.
Key principle: Wallet credit is available as soon as the deposit succeeds. Credit you spend on a service that was delivered is not refunded. Credit you have not spent can be refunded within 7 days. This policy does not limit rights that the law requires us to give you.
2. Deposit Refund Rules (7-Day Policy)
2.1 Unused Deposits (Eligible for Refund)
Within 7 calendar days of a deposit, you can ask us to refund the unused balance from that deposit. Spending part of it does not cancel the refund for the rest.
- The request is made within 7 calendar days of the deposit
- We refund the amount that is still unused
- The account can receive the refund to the original payment method
2.2 Credit already spent
Credit that paid for a delivered service is not refunded. That includes a completed call or paid message, a tip or donation that reached the recipient, and time or package credit you already used. If only part of a deposit was spent, the unused part stays refundable under section 2.1.
2.3 Deposits Older Than 7 Days
After 7 days we no longer offer a voluntary refund of unused balance. You can still ask for a refund when a service was not delivered, a charge was duplicated or unauthorized, or the law requires a refund. Unused credit stays in your wallet and can be used on PayCall.
2.4 How refunds are paid
Website deposits are charged by Stripe. An approved refund is returned through Stripe to the same card. We do not send refunds by PayPal or by a separate bank transfer.
Purchases made in the mobile app are billed by the app store. Refunds for those charges follow the store’s process. If a paid service was not delivered, contact us and we will still help.
3. Subscriptions & Credit Packages
3.1 Pro Subscriptions
- You can cancel at any time. Cancellation stops the next charge.
- Access continues until the end of the period you already paid for
- Time that was already provided is not refunded
- If the subscription was not delivered, contact us and we will refund it
3.2 Credit Packages
- Unused package credit can be refunded within 7 days of purchase
- Credit already used with that pro is not refunded
- Package credit is tied to that pro and cannot be transferred
- If a package was not delivered, contact us and we will refund it
4. Exceptions (Always Refundable)
Regardless of usage or time elapsed, we will provide refunds in the following situations:
- Technical Errors: Platform malfunction that prevented service delivery
- Duplicate Charges: You were charged twice for the same transaction
- Unauthorized transactions: A charge you did not make, after we can verify it
- Pro No-Show: Scheduled call where pro failed to join (automatic refund)
- Service Unavailability: Platform downtime that prevented use of paid services
5. How to Request a Refund
Step-by-Step Process:
- Email refunds@paycall.co with subject "Refund Request"
- Include your registered email address and username
- Provide the transaction ID and date of deposit
- Explain the reason for your refund request
- Wait for our response within 1-2 business days
Processing Times:
| Refund Type | Review Time | Processing Time |
|---|---|---|
| Unused Deposit (within 7 days) | 1-2 business days | 3-5 business days |
| Technical Error | Same day | 1-3 business days |
| Duplicate Charge | Same day | 1-3 business days |
| Unauthorized Transaction | 3-7 business days | 5-10 business days |
6. Chargebacks & Fraud Prevention
Important Warning About Chargebacks
Contact us before you ask your bank to reverse a payment. We refund unused balance, duplicates, and services that were not delivered. A chargeback for a service that was delivered may be disputed with the payment record. Asking the bank to reverse a payment you made and used is not the right route, and we may pause the account while that dispute is reviewed.
Card payments may be checked with 3D Secure. That extra check does not remove your right to a refund under this policy or under the law.
7. Fair Use & Abuse Prevention
To protect our platform and legitimate users:
- We may review an account that files many refund requests
- A false refund claim can lead to account restrictions
- We may ask for reasonable proof before a refund
- A review does not block a refund the law requires
Need Help?
For refund requests or questions about this policy:
Refund Requests
General Support
Effective Date: September 24, 2026 | See also: Terms of Service | Privacy Policy