Refund & Cancellation Policy
This policy follows the client’s stated refund and cancellation principles. Final legal documents should be reviewed by qualified legal counsel before launch.
On-demand service
Because Vonnect’s standard service is on-demand, traditional appointment cancellation rules generally do not apply. No advance appointment is required for the core Vonnect calling experience.
Before a call begins
If a call is not accepted and no eligible video-call service begins, the customer should not be charged for a completed call. This applies whether the call was initiated through Go Online or Lock In.
Provider does not answer
If a provider does not accept an incoming call and no eligible video-call service begins, the customer should not be charged for a completed call.
Provider declines
If the provider declines the call before the video-call service begins, the customer should not be charged for a completed call.
Locked-In provider does not answer
Lock In does not guarantee provider availability. If a locked-in user initiates a call and the provider does not answer, no completed-call service has occurred. Lock In gives calling access but does not guarantee an answer.
Technical failure
If an eligible call cannot successfully connect because of a verified Vonnect technical issue, the customer may contact Vonnect Support. Vonnect may review connection logs, call records, call duration, Minutes used, account information, and relevant technical information. Vonnect may restore eligible Minutes or provide another appropriate remedy where warranted.
Unexpected disconnection
If a call disconnects unexpectedly due to a technical issue, Vonnect may review the circumstances and make an appropriate adjustment.
Completed calls
Minutes properly used for a successfully delivered video-call service are generally not refundable simply because a user later changes their mind or is dissatisfied with the conversation. This does not limit rights that cannot legally be waived.
Apple App Store purchases
Purchases of Vonnect Minutes made through Apple may also be subject to Apple’s applicable payment and refund policies. Where applicable, customers requesting a refund of the original Apple in-app purchase may be required to use Apple’s refund process.
Unauthorized activity
Users should contact Vonnect Support promptly if they believe their account or Vonnect Minutes were used without authorization. Vonnect may investigate suspicious activity and restrict affected accounts where necessary.
Provider earnings adjustments
Provider earnings may be affected by refunds, adjustments, disputes, fraud investigations, and other applicable terms. Vonnect may delay, restrict, or adjust payouts when necessary for fraud prevention, security, compliance, dispute resolution, refunds, legal obligations, or payment-provider requirements.
Contact
For questions involving your account, calls, Vonnect Minutes, Lock In access, verification, earnings, payouts, safety concerns, or other Vonnect services, please contact Vonnect Support.
Support Email: support@vonnect.org