Refund, Cancellation & Service Policy

1. General Principles

This policy outlines the refund and cancellation rules for services provided by CY.TALK SWITZERLAND S.A. It is designed to be clear, transparent, and easy to understand. This document is a summary of the relevant provisions contained in our Terms of Service. In the event of any conflict between this policy and the Terms of Service, the Terms of Service shall prevail.

Because CY.TALK provides digital telecommunications services and subscriptions, there is no physical delivery of goods (except for CPE hardware, which is handled by authorised partners). Therefore, traditional return policies for physical goods do not apply.

2. Prepaid Telephony and SMS

2.1 Non-Refundable Balances

CY.TALK VoIP telephony and SMS services operate on a prepaid, pay-as-you-go basis. Once funds are added to your account balance, they are generally non-refundable. You are responsible for ensuring you only top up the amount you intend to use.

2.2 Exception: Rate Changes

If we announce a change to our calling or SMS rates, and you do not accept the new rates, you have the right to close your account and request a refund of your remaining prepaid balance. This request must be made before the new rates take effect. Once the new rates come into force, this right of refund expires.

2.3 Account Closure

If you choose to terminate your account voluntarily, any remaining positive balance is not refunded. However, you may continue to spend that balance for a period of 180 days following your last chargeable event, after which the balance is forfeited.

3. International Phone Numbers

3.1 Minimum Term

International phone numbers are provided on a recurring subscription basis and are subject to an initial 6-month minimum term. Cancellations during this initial 6-month period will not result in a refund for the remainder of the term.

3.2 Cancellation After Minimum Term

After the first 6 months, you may cancel your phone number subscription at any time. If you cancel during an active billing cycle, the number remains valid until the end of that cycle. No partial refunds are provided for the remainder of the current billing cycle.

3.3 Loss of Number

Please note that numbers are permanently lost upon cancellation or payment failure and cannot be reactivated. If a number cannot be continued by CY.TALK for reasons outside our control (e.g., partner telecom issues), we will offer a replacement number or a pro-rata refund for the remaining billing period.

4. CPE Hardware Subscriptions

4.1 Subscription and Payment Failure

Customer Premise Equipment (CPE) subscriptions are automatically renewed monthly. If a payment fails, the CPE will be disabled.

4.2 Reactivation Window

You may reactivate a disabled CPE within 90 days of the payment failure, subject to a reactivation fee. If the CPE is not reactivated within 90 days, it is permanently removed from our network and cannot be reactivated.

4.3 Hardware Returns

CPE hardware is supported only when purchased from our authorised partners, resellers, or agents. Any physical returns or warranty claims for manufacturing defects must be handled directly through the partner from whom the equipment was purchased.

5. Virtual Operator and IVR

5.1 Setup Fees

Setup fees for Interactive Voice Response (IVR) and virtual operator solutions are due upon acceptance of the quote and before development commences. These setup fees are non-refundable once development has started.

5.2 Cancellation

These services are subject to an initial 6-month minimum period. After this period, cancellation requires 30 days' written notice. The monthly recurring fee will continue to be charged during the notice period.

6. Account Inactivity

To maintain the efficiency of our network, accounts that record no chargeable activity for a continuous period of 180 days are deemed terminated by the user. In such cases, the service will be disconnected, and any remaining prepaid balance will be forfeited after the applicable legal retention period. No refunds are provided for balances forfeited due to inactivity.

7. How to Cancel or Request a Refund