Call Relay is a live, pay-per-minute service: you connect to another person by phone and are billed only for the minutes you actually use. Because every call is real-time and the person you call is paid for their time as it happens, our rules come down to one idea — you pay for connected time, and we make it right whenever our platform is at fault. This policy is part of, and governed by, our Terms of Service.
You're only billed once you're actually connected. If the other person doesn't answer, or our system can't bridge the call, nothing is charged — and any amount we briefly authorized is released back to you automatically. Ending a request before it connects costs nothing.
Once you're connected, you're charged only for the minutes you use, and the person you call is paid for that time as the call happens. For that reason, charges for connected calls are not refundable — including if you were unhappy with the call or the outcome. You're paying for their time and attention, not a guaranteed result, and you stay in control the whole time: hang up at any moment to stop the meter.
If a technical failure on Call Relay's side affects your call — it can't connect, it drops mid-call, or you're billed for time after it ended — we put the affected amount back into your Call Relay wallet as account credit, ready for your next call. We detect and correct most of these automatically. If you think we missed one, contact us within 72 hours of the call and we'll review it.
Money you've added to your wallet but haven't spent never expires. You can request it back to your original payment method at any time by contacting support — we'll process it after a quick identity and fraud check, typically within 5–10 business days. (Charges for calls you've already connected stay final, as above.)
If your account or payment method was used without your permission, contact us right away. We'll investigate and refund any confirmed unauthorized charges to your original payment method. Please note that excessive payment disputes or chargebacks may lead us to restrict an account while we look into them.
If a call didn't go as it should have, or you have any questions about this policy, contact our support team — we typically respond within 24 hours on business days (Monday–Friday). We'd much rather hear from you and fix it than have you dispute a charge with your bank.
No connection, no charge. Connected minutes are final. If our platform is at fault, we credit your wallet. Unspent balance comes back to your card whenever you ask. Unauthorized charges are refunded. That's it.