Refunds and cancellation

Cancelling your plan

• Cancel at Plan & credits → Cancel plan. You don’t need to give a reason, and you can do it at any time.
• Cancellation takes effect at the end of your current billing period (monthly or yearly). Until then you keep your plan and its credits. After that, your account moves to the Free plan.
• Top-up credits stay in your account after you cancel. They never expire.
• You get a confirmation by email when you cancel.

Our refund policy

On top of your legal rights, we offer a simple refund policy. It applies to everyone, wherever you live.

Subscriptions

• Within 14 days of your first payment for a plan, you can ask for a refund of the plan credits you haven’t used. If you haven’t used any, you get the full payment back. If you’ve used some, we refund the share of the payment that matches the unused credits.
• When we refund a subscription, we also end it, and your account moves to the Free plan.
• After those 14 days, and for renewal payments, we don’t give refunds for the current period. Cancel any time to stop the next renewal.

Top-up packs

• Within 14 days of buying a top-up pack, you can get a full refund if you haven’t used any of its credits.

What we can’t refund

• Credits you’ve already used, for calls, computer tasks or anything else.
• Free plan credits, which cost nothing.
• Plan credits that expired at the end of a past credit period.

None of this limits your statutory rights, for example if the service didn’t work as promised.

How to ask for a refund

1. Email [email protected] from the address you sign in with, or use the withdrawal button at Plan & credits → Withdraw from contract if you’re within the withdrawal period.
2. Tell us what you bought and roughly when. You don’t need to give a reason.
3. We check your credit usage and confirm the amount. Stripe, as merchant of record, then refunds you to your original payment method.

We aim to reply within a few working days. Refunds are made at the latest within 14 days of us receiving your request. Your bank may take a few more days to show the money.

Your EU right of withdrawal

If you are a consumer in the EU (or the law of your country gives you a similar right), the following applies. Stripe is the merchant of record for your purchase, and we handle withdrawals together with Stripe: you can send your withdrawal to us, and we make sure it is processed.

When the right of withdrawal ends early

Callio is a digital service, and credits can be used straight away. So at checkout we ask you to agree that we start providing the service immediately, before the withdrawal period ends, and to confirm that you understand the following:

• For the digital service (your plan and the calls and tasks it provides), your right of withdrawal ends once we have provided the service in full (§356(4) BGB). If you withdraw earlier, you pay for what you have already used, as explained above.
• Where a purchase counts as digital content delivered in full straight away, your right of withdrawal ends once we start providing it with your express consent and your acknowledgement that you lose the right (§356(5) BGB).

In practice, our refund policy above is usually the more generous option: you get back every unused credit within 14 days, without having to explain why.

Chargebacks

Please talk to us before you dispute a payment with your bank or card provider. Most problems are faster to fix by email. If you file a chargeback, Stripe handles the dispute as merchant of record. While a dispute is open, we may pause paid features on your account. If the dispute is decided in your favour, we won’t charge you again for the same purchase.

Model withdrawal form

If you want to withdraw from the contract, you can fill in and send this form. You don’t have to use it.

For our full terms, see the Terms of service.