Understanding Refunds, Cancellations, and Billing Charges
If you're cancelling your service or reviewing a charge on your account, this guide explains how refunds work so you know what to expect.
Cancelling your service
You can cancel at any time.
- Your cancellation request is processed within 24 hours, and your service becomes inactive once it's complete.
- You'll get a confirmation email once cancellation is finished. Keep it — it's your proof the request went through.
- Once the service is inactive, you shouldn't see further charges.
See How to Cancel Your Voiply Service for the steps.
Which refund applies to you
Cancelling within 30 days of your first order — full refund
New customers who cancel within 30 days of their original order get a full refund, including taxes and fees. This applies to first-time purchases only, not to renewals or add-ons.
Full details: 30-Day Money-Back Guarantee.
Cancelling within 7 days of a renewal payment — full refund
If you cancel within 7 days of a renewal charge, that payment is refunded in full, including taxes and fees. This applies to monthly renewals as well as annual and 3-year renewals.
Cancelling after 30 days on an annual or 3-year plan — prorated refund
If you prepaid for an annual or 3-year plan and cancel more than 30 days in (and more than 7 days after a renewal), you're eligible for a prorated refund covering the unused portion of your term, less the free months already included in your plan.
Time elapsed is measured from your activation date, or your most recent renewal. Get in touch and we'll walk you through the amount for your account.
Taxes and fees are not refunded on prorated refunds. They're only included in full refunds.
Cancelling after 30 days on a monthly plan
Monthly plans aren't prorated. If you cancel more than 7 days after your most recent payment, that month isn't refunded, and your service stays active through the end of the period you paid for.
Returning your adapter
Any refund depends on the adapter coming back. If we shipped you hardware, we need it returned before a refund can be processed.
If you keep the adapter, a $50 unreturned device fee applies:
- If your refund would be $50 or more, the $50 is deducted and the rest is refunded.
- If your refund would be less than $50, no refund is issued.
- If no refund is due, the $50 is charged to the payment method on your account.
Returning the adapter avoids the fee entirely. See Return Device Instructions for the three ways to send it back, including a free home pickup option if you can't get to a post office.
If you brought your own device (BYOD), we never shipped you hardware, so there's nothing to return and your refund isn't affected.
How and when you'll get your refund
- Refunds go back to the original payment method.
- Once we confirm your adapter has arrived, the refund is processed within 5–10 business days.
- How quickly it appears depends on your bank or card issuer.
- Submit your cancellation request before asking about a refund — we can't process one on an active account.
Why you may still see a charge
You cancelled mid-cycle. Your service runs through the end of the period you've paid for, so a charge already collected stays applied to that period.
Your cancellation was still processing. Requests take up to 24 hours. A charge that lands in that window is normal.
A renewal charged before you cancelled. If it was within the last 7 days, that payment is fully refundable — get in touch.
Still have questions?
If anything about your refund, charges, or cancellation doesn't look right, reach us at billing@voiply.com or (844) 843-4175. We're happy to walk through your account with you.