Refunds

We understand money questions deserve quick, honest answers, so here's ours: as a general rule we don't offer refunds, because credits never expire - whatever you've topped up stays safely on your account, ready whenever you want to call. That said, genuine mistakes are a different story, and we're always happy to look at those.

Money still sitting on your balance

If you've topped up and later decide you'd rather have the money back, the answer is the same one as above - we don't cash a balance out as a general rule, because the credit isn't going anywhere. It never expires, there's no monthly fee quietly eating into it, and it stays yours for whenever you next need to call.

If your situation is an unusual one, please tell us about it anyway. Email help@calltuv.com from your account email and explain what happened, and a person will look at your case individually. We'd far rather hear from you than have you sit on credit you feel stuck with.

It's also worth knowing you don't have to be the one who uses it: you can send the credit to someone else, and a parent or friend can redeem it for their own calls.

When we'll review a request

We may review a refund when a charge was clearly a mistake, for example:

• A genuine double-charge for the same top-up.
• Payments for calls that never actually connected.

If you believe one of those applies, email help@calltuv.com from your account email with the amount, the approximate date, and what happened. We review each case individually in line with our Terms of Service and reply by email - usually quickly.

What to expect

• Refunds are issued to the original payment method.
• When a top-up is refunded, the corresponding calling credit is removed from your balance.
• Credit received through promotions or gift credits works differently from paid credit, so mention it if your question involves either.

Please come to us before disputing with your bank

A "chargeback" (sometimes called a dispute) is when you ask your bank or card company to reverse a payment instead of asking the seller. It's there to protect you, and we'd never want to talk you out of using it if something is genuinely wrong. We do want you to know what happens on our side first:

• When a dispute is opened on a CallTuv payment, your account is suspended automatically while the case is looked at.
• The disputed amount is removed from your calling balance, so calls stop working.
• If you share a team balance, everyone on that team is suspended too, not only the person who paid.
• Auto top-up is switched off on the teams you own, so your card can't be charged again while the case is open.
• The team owner receives an email explaining the suspension and what we need in order to review it.

The same thing happens if your bank tells us it believes a payment was fraudulent, even before a formal dispute is opened.

Almost every case we see is a misunderstanding we could have sorted out in a single email. Write to help@calltuv.com first - if the charge really was a mistake, we'll fix it, and nobody's account gets suspended.

If your account has already been suspended, simply reply to the suspension email (or write to help@calltuv.com from your account email) and tell us what happened. A person reads every reply, and your credit stays on the account while we sort it out.

Once the review is finished and the suspension is lifted, we email you to say the account is active again. Your balance, contacts and call history are exactly as you left them, and you can start calling straight away.

Mobile app purchases

Top-ups bought in the current iPhone and Android apps are handled by CallTuv, exactly like website payments - so write to help@calltuv.com and everything above applies unchanged.

Older versions of the app charged through the App Store or Google Play instead. If your top-up was one of those, the refund is Apple's or Google's to give, so it follows their own process (Apple's request page / Google Play's refund flow).

Not sure which kind yours was? Don't worry about working it out - email us and we'll check the payment for you and point you the right way.

Before you ask: common alternatives

• Balance running low mid-call? That's not a billing error - see Understanding Rates and Per-Minute Billing.
• Charged but balance didn't update? It usually updates within seconds; if not, contact us with the payment details - we'll fix it fast.
• Don't want auto top-up anymore? Just turn it off - no need to refund each charge.