Refund Policy

1. Summary

• Balance stays available for use and does not expire.
• Unused balance is not cash and cannot be withdrawn on request, but it stays available for your calls and chats.
• Unused prepaid balance can be refunded or corrected for technical, wrong-number, duplicate-charge, unauthorized-payment, payment-error, or legally required reasons.
• Used call time is normally not refundable once the call service has been delivered.
• If a creator or eligible replacement does not respond during the same calendar day after you bought credit for that service, we may refund the unused balance or help you use it with another available creator for the same business.
• Refunds are made to the original payment method where possible. Wrong-number issues are usually handled by moving the unused balance to the correct phone number after verification.

2. Unused Balance

Your balance does not expire. It stays available for calls and chats with the selected business until you have used it.

Unused balance is not cash and cannot be withdrawn on request. Because it does not expire, it remains available for you to use at any time.

Unused balance may be refunded or corrected where there is a technical failure, duplicate charge, unauthorized payment, payment processing error, wrong phone number issue, confirmed same-day non-response by the selected creator or eligible replacement, or another legally required reason.

3. Calls That Failed or Had Technical Problems

If a call failed, disconnected because of a BurnDial, Stripe, Twilio, or telecom technical issue, or was incorrectly charged, contact support with the phone number used, business or creator name, date, approximate time, and amount. We will review call logs and payment records.

If the issue is confirmed, we will refund the affected amount, restore call credit, move balance to the correct number, or provide another reasonable correction. Poor mobile reception, customer device problems, or customer internet problems may not qualify for a refund unless our logs show a BurnDial-side billing or connection issue.

4. In-Call Extensions

In-call extension purchases are customer-requested extra call credit. If the active call does not continue after an extension purchase, the extension is not automatically refundable; the purchased balance remains available for later eligible calls. If the extension payment succeeded but the balance was not credited, we will credit the missing balance or refund the affected payment.

5. Change of Mind and Immediate Service Use

BurnDial call credit can be used immediately after purchase. If a mandatory 14-day cancellation right applies, you may cancel unused balance during that period, but you must pay for call services already delivered at your request before cancellation. Used call minutes are not refundable unless mandatory law requires otherwise or our logs show a billing error.

6. Business Service Quality

Participating businesses are responsible for the advice, support, content, and service they provide during calls. BurnDial may help investigate complaints and may issue refunds or credits where appropriate, but service-quality disputes may also need to be resolved with the participating business.

7. Chargebacks and Disputes

Please contact support before opening a chargeback so we can investigate quickly. If a chargeback is opened, wallet access or business payouts may be paused while the dispute is handled by Stripe, the card network, or the payment provider.

8. How to Request a Refund

Send refund requests to BurnDial support. Include enough information for us to identify the payment and call.

• Email: info@burndial.com
• Phone number used for the purchase or call
• Correct phone number if the original number was entered incorrectly
• Business or creator name
• Payment amount and date
• Short explanation of the problem

9. Processing Time

Approved refunds are submitted to the original payment method as soon as reasonably possible. The time it takes for funds to appear depends on Stripe, the card issuer, bank, and payment method.