# Refunds

> CallTuv credits never expire, so refunds aren't offered as a general rule - but clear mistakes like double-charges or calls that never connected are reviewed.

**TL;DR:** As a general rule we don't refund, because credit never expires - it's never lost. Clear mistakes (double-charges, calls that never connected) are reviewed: email help@calltuv.com.

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](/help/6198430-understanding-rates-and-per-minute-billing) - 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.

## 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](https://calltuv.com/terms) 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](/help/7650213-gift-credits-send-calling-credit-to-anyone) works differently from paid credit, so mention it if your question involves either.

## Mobile app purchases

Top-ups made through the iOS or Android app are processed by Apple or Google, so refund requests for those follow the app store's own refund process ([Apple's request page](https://support.apple.com/en-us/118223) / [Google Play's refund flow](https://support.google.com/googleplay/answer/2479637)). Feel free to email us too - we'll help where we can.

## Before you ask: common alternatives

- **Balance running low mid-call?** That's not a billing error - see [Understanding Rates and Per-Minute Billing](/help/6198430-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](/help/4573082-auto-top-up-never-run-out-of-credit) - no need to refund each charge.