Refund Policy
This page outlines Exotel's policies on refunds, cancellations, and credit adjustments. Understanding these policies helps you manage your account and make informed decisions about credit purchases.
Refund Eligibility​
| Scenario | Refundable | Conditions |
|---|---|---|
| Unused paid credits | Yes | Subject to processing fee and minimum balance requirements |
| Promotional/bonus credits | No | Promotional credits cannot be refunded or transferred |
| ExoPhone rental (unused month) | Partial | Prorated refund if cancelled before renewal date |
| Service failure (Exotel's end) | Yes | Credits restored for documented platform outages |
| Incorrect charges | Yes | Full adjustment after verification |
| Already consumed credits | No | Credits deducted for completed calls/SMS are non-refundable |
Refunds are processed to the original payment method. Bank transfer refunds may take 7 -- 14 business days. Card refunds typically take 5 -- 7 business days.
Requesting a Refund​
Step-by-Step Process​
- Log in to my.exotel.com
- Navigate to Support > Raise a Ticket
- Select Billing as the category
- Choose Refund Request as the sub-category
- Provide the following details:
| Required Information | Description |
|---|---|
| Account SID | Your Exotel account identifier |
| Refund Amount | The amount you wish to refund |
| Reason | Detailed explanation for the refund request |
| Payment Reference | Transaction ID or payment reference of the original credit purchase |
| Bank Details | Bank account details for the refund (if bank transfer) |
- Submit the ticket
- The billing team reviews the request within 3 -- 5 business days
Refund Processing Timeline​
| Step | Timeline |
|---|---|
| Request submission | Immediate |
| Review and approval | 3 -- 5 business days |
| Refund initiation | 1 -- 2 business days after approval |
| Credit to bank account (NEFT/RTGS) | 7 -- 14 business days |
| Credit to card | 5 -- 7 business days |
| Credit to UPI | 3 -- 5 business days |
Cancellation Policy​
Account Cancellation​
To close your Exotel account:
- Ensure all pending campaigns are stopped
- Download any required call recordings and reports (these are deleted upon account closure)
- Contact Exotel support or your account manager
- Request account closure in writing (email to your account manager or via support ticket)
- The team will process the closure and refund any eligible unused credits
Account closure is permanent. All data including call recordings, reports, call logs, and configurations are permanently deleted within 30 days of account closure and cannot be recovered.
ExoPhone Cancellation​
To cancel (release) a virtual number:
- Navigate to ExoPhones in the dashboard
- Select the number you want to cancel
- Click Release Number
- Confirm the cancellation
| Timing | Refund |
|---|---|
| Cancelled before renewal date | Prorated refund for unused days in current billing cycle |
| Cancelled after renewal date | No refund for the current billing cycle |
| Cancelled within 7 days of purchase | Full rental refund for the current month |
Once an ExoPhone is released, the number is returned to the pool and may be reassigned to another account. You cannot reclaim the same number after release.
Service Downgrade​
If you downgrade from a higher plan to a lower plan:
- The downgrade takes effect at the start of the next billing cycle
- No refund is issued for the current billing cycle
- Features exclusive to the higher plan become unavailable after the downgrade date
- Usage history and recordings are retained based on the lower plan's retention policy
Credit Adjustments​
Platform Outage Credits​
If Exotel experiences a platform outage that affects your service:
- Exotel documents the outage duration and impact
- Affected accounts are identified automatically
- Credits are calculated based on:
- Duration of the outage
- Your average usage during the affected period
- The SLA terms of your plan
- Credits are applied to your account within 5 business days of the outage resolution
Billing Dispute Resolution​
If you believe a charge is incorrect:
- Raise a support ticket with category Billing > Dispute
- Provide details of the disputed charges (date, Call SID, amount)
- The billing team investigates using call detail records
- Resolution is communicated within 5 business days
- If the dispute is valid, a credit adjustment is applied to your account
Important Terms​
- Refund requests must be submitted within 90 days of the original payment
- A processing fee (up to 5% of the refund amount) may apply for credit refunds
- Minimum refund amount is INR 1,000
- Refunds for annual or committed-use plans are subject to the terms of the specific agreement
- Enterprise customers with custom agreements should refer to their contract terms for refund policies
Contact Billing Support​
For billing-related queries or disputes:
- Dashboard: Support > Raise a Ticket > Billing
- Email: Contact your account manager directly
- Phone: Available for Growth and Enterprise plan customers
See also: Enterprise Billing for custom refund terms applicable to enterprise agreements.