Refund Policy

1. General principle

At Callizy, we are committed to providing a quality service. This refund policy sets out the conditions under which you may request a refund of your subscription.

2. Free trial

2.1 Trial period

A free trial period may be offered under the terms in effect at the time of sign-up. The specific terms are indicated during the sign-up process.

2.2 Cancellation during the trial

You may cancel your subscription at any time during the trial period at no charge. Cancellation can be done directly from your customer account or by contacting us.

3. Refunds after the trial

3.1 General policy

Monthly payments are generally not refundableonce the trial period has ended. However, we review each request on a case-by-case basis in the following situations.

3.2 Exceptional refund cases

• Major technical issue: Service unavailable for more than 48 consecutive hours
• Billing error: Incorrect billing on our part
• Service non-conformity: Service not matching its description
• First billing only: Within 7 days of the first payment

3.3 Refund conditions

To be eligible for an exceptional refund, you must:

• Submit the request within 7 days of billing
• Provide a detailed explanation of the problem encountered
• Have attempted to resolve the problem with our support team
• Not have used the service in an abusive manner

4. Additional services and options

4.1 Billing of options

Additional services and options are billed at the rates in effect at the time of their activation. Billing may be prorated depending on the nature of the service.

4.2 Usage-based services

Some services are billed based on actual usage and are generally not refundable once the service has been consumed, except in the exceptional cases defined in this policy.

5. Request procedure

5.1 How to submit a request

1. Contact our support team at: support@callizy.ca
2. Provide your customer number and the period concerned
3. Explain in detail the reason for your request
4. Attach any supporting documents if necessary

5.2 Processing time

We undertake to process your request within 5 business days. You will receive a reply by email with our reasoned decision.

5.3 Refund terms

If your request is accepted, the refund will be issued:

• To the same payment method used for the purchase
• Within 5 to 10 business days
• For the exact amount of the period concerned

6. Subscription cancellation

6.1 Simple cancellation

You may cancel your subscription at any time from your customer account. Cancellation takes effect at the end of the current billing period.

6.2 No prorated refund

Cancelling a subscription does not entitle you to a prorated refund for the unused period, except in the exceptional cases mentioned above.

6.3 Access after cancellation

After cancellation, you keep access to the service until the end of the period already paid. Your data is kept for an additional 30 days in case of reactivation.

7. Special cases

7.1 Payment errors

In the event of double billing or an error in our payment system, we automatically refund the amount wrongly charged.

7.2 Fraud or unauthorized use

If you notice unauthorized charges on your account, contact us immediately. We will work with you and your bank to resolve the problem.

7.3 Rate changes

If our rates increase, you will be notified 30 days in advance. You may cancel your subscription before the new rates apply without penalty.

8. Recourse

8.1 Mediation

If you are not satisfied with our response to your refund request, you may use a consumer mediator in accordance with Canadian law.

8.2 Chargeback

Before initiating a chargeback with your bank, we encourage you to contact us directly to resolve the problem amicably.

9. Changes

This policy may be changed at any time. Significant changes will be notified to you by email 30 days before they take effect.

10. Contact

For any question about this refund policy or to submit a request:

Email: support@callizy.ca
Subject: "Refund request - [Your customer number]"
Phone: +1 (438) 533-8446
Hours: Monday to Friday, 9 a.m. to 5 p.m. (EST)