Refund and Cancellation Policy

Document ID: LCR-POL-RP-v1.2 - Effective Date: 29 June 2026

This policy explains Havio's general approach to cancellations, plan changes, refunds, trials, and setup work. Signed customer agreements or order forms may include different terms.

1. Subscriptions

Customers may cancel or change subscriptions according to the plan terms shown at purchase or in the signed agreement.

Unless the agreement says otherwise, cancellation stops future renewal charges but does not automatically refund completed billing periods.

For standard month-to-month packages, cancellation is effective at the end of the current paid billing period when requested before the next renewal. Requests received after a renewal has processed apply to the following billing period unless Havio confirms a billing error or a signed agreement says otherwise.

After cancellation, customers should request any needed export of call summaries, transcripts, configuration, and billing records within 30 days unless the agreement provides a different export window or retention period. Connected tools such as CRMs, calendars, ticketing systems, and spreadsheets keep their own records under the customer's provider settings.

2. Trials and Sandboxes

If Havio offers a trial or sandbox, trial limits, included usage, data retention, and conversion terms should be shown before the trial begins.

Trial features may be limited and should not be treated as a production SLA.

3. Setup and Onboarding Work

Setup, onboarding, integration, or custom workflow work may be non-refundable once started because it involves planning, configuration, review, and implementation effort.

Havio states any setup fees and scope before work begins.

4. Usage and Overage Charges

Usage-based charges, telephony charges, phone numbers, transferred calls, and overage charges are generally not refundable once incurred, unless required by law or caused by a confirmed Havio billing error.

5. Billing Errors

Customers should report billing errors promptly with invoice details and relevant account context. Confirmed billing errors may be credited or refunded.

Havio aims to acknowledge billing-error reports within 5 business days. If a credit is appropriate, Havio may apply it to the next invoice or issue a refund depending on the payment method, plan, and applicable agreement.

6. Service Issues

Service credits, if any, are governed by the applicable plan, SLA, or customer agreement. Refunds are not the default remedy for temporary service issues unless required by the agreement or applicable law.

Policy Changelog