Refund Policy

1. Scope and Acceptance

This Refund and Cancellation Policy applies to purchases made directly from Eleven Solutions LLC through elev1solutions.com, the Eleven Solutions portal, an Eleven Solutions invoice, or another checkout controlled by Eleven Solutions. Purchases through an independent reseller may be governed by the reseller’s refund process unless Eleven Solutions is the merchant of record.

By purchasing or activating service, Customer agrees that communications resources may be provisioned immediately and that third-party, carrier, registry, usage, and engineering costs may be incurred before Customer first uses the service.

2. Seventy-Two-Hour Refund Right

An eligible first-time purchase may be refunded when Eleven Solutions receives a valid request within seventy-two hours after the purchase timestamp recorded by Eleven Solutions’ billing system. The request is “no questions asked” as to Customer’s reason, but identity, payment ownership, timing, fraud, and eligibility may still be verified.

The seventy-two-hour period is measured continuously, including weekends and holidays. A request submitted after the deadline is not eligible merely because support reviews it later. Duplicate, replacement, renewal, upgrade, add-on, reactivation, migration, reseller, negotiated enterprise, or previously refunded purchases are not first-time purchases unless Eleven Solutions states otherwise in writing.

3. Mandatory Platform and Number Deductions

Every approved seventy-two-hour refund is reduced by a non-refundable one-dollar service, platform, account-creation, and provisioning charge for each user or seat purchased, plus a separate non-refundable one-dollar number provisioning and reservation charge for each telephone number purchased or assigned.

Because a standard user ordinarily includes one telephone number, the normal deduction is two dollars for each user-number bundle. Examples: one user with one number produces a two-dollar deduction; five users with five numbers produce a ten-dollar deduction; three users with five numbers produce an eight-dollar deduction. If a promotion includes a number at no separately displayed price, the one-dollar number provisioning deduction still applies because the numbering resource was reserved and configured.

If the refundable amount is less than the applicable deductions and non-refundable charges, no cash refund is due. Eleven Solutions will not create a negative balance solely from refund deductions.

4. Non-Refundable Charges

Even within seventy-two hours, the following are non-refundable to the extent incurred, consumed, submitted, allocated, or paid to a third party: call usage; SMS/MMS usage; international, premium, toll-free, and directory-assistance charges; taxes; regulatory assessments; carrier pass-through charges; payment processing costs where law permits; chargeback fees; number porting; number registration; toll-free verification; A2P 10DLC brand or campaign registration; short-code costs; vanity-number reservations; emergency-service setup; custom engineering; onboarding; migration; hardware; professional services; recordings or storage consumed; and other irreversible costs.

Add-ons, licenses, integrations, custom configurations, call recording, voicemail transcription, IVR design, hosted PBX setup, data migration, and implementation work are non-refundable once provisioned or performed, unless Eleven Solutions expressly labels the item refundable or Applicable Law requires a refund.

Usage and third-party costs may post after the refund request. Eleven Solutions may deduct a reasonable estimate and reconcile later, or separately invoice Customer for late-posting usage attributable to the refunded account.

5. Purchases After the Refund Window

After seventy-two hours, subscriptions, renewals, numbers, seats, add-ons, setup, prepaid balances, and other charges are non-refundable. There are no prorated refunds for unused days, deleted seats, downgraded plans, early cancellation, low usage, number changes, spam labels, carrier blocking, or Customer-side configuration problems.

Annual or multi-month commitments remain non-refundable after the initial applicable window. Cancellation prevents future renewal only; it does not convert the current term into a monthly or prorated arrangement.

6. Eligibility Conditions and Abuse

A refund request may be denied where Eleven Solutions reasonably identifies payment fraud, stolen credentials, chargeback abuse, duplicate accounts created to obtain repeated trials, policy violations, unlawful traffic, material misrepresentation, sanctions risk, non-cooperation, or consumption exceeding ordinary evaluation use.

Accounts suspended or terminated for fraud, illegal robocalling, spoofing, spam, harassment, credential compromise caused by Customer, chargebacks, nonpayment, or Fair Use Policy violations are not eligible for refunds or credits except where a non-waivable law requires otherwise.

Eleven Solutions may terminate service immediately while processing a refund. Customer must export any permitted data before requesting cancellation because recordings, voicemail, numbers, messages, and configurations may be deleted or released.

7. Number Inspection, Replacement, and Porting

Customer must test newly assigned numbers promptly. If a number is technically defective, unroutable due solely to an upstream assignment defect, or incorrectly provisioned, Eleven Solutions may replace or repair it rather than issue a refund. Spam labeling, prior-recipient calls, recycled-number history, local-name display, messaging eligibility, or recipient blocking do not automatically make a number defective.

Porting fees and carrier submissions are non-refundable once submitted. Porting dates are estimates. Delays caused by losing carriers, inaccurate records, freezes, pending orders, or regulatory checks do not create a refund right.

Numbers are not property. On cancellation or refund, Eleven Solutions may immediately release, age, quarantine, or reassign a number unless a valid port-out is completed before termination and all requirements are satisfied.

8. Cancellation and Renewal

Customer must cancel through the designated portal or written billing channel. Telling a salesperson, reseller, installer, or support representative that Customer may stop using the service is not cancellation. Deleting a user, uninstalling an application, ceasing use, removing a card, or porting one number does not necessarily cancel the subscription.

Cancellation requests must be received and processed before the renewal cutoff shown in the portal or invoice. Once a renewal charge is initiated, it is non-refundable except for a verified billing error or mandatory legal right. Customer should submit cancellation at least three business days before renewal to allow processing.

Eleven Solutions may terminate any connection or account at any time without providing a reason. Provider-initiated termination does not automatically create a refund; any amount due is determined under this Policy, the Terms, and Applicable Law.

9. Sales Agents and Unauthorized Promises

Eleven Solutions is not liable for refund promises, free-service promises, credits, pricing exceptions, performance guarantees, cancellation assurances, number commitments, implementation dates, or other statements made by sales agents, independent contractors, affiliates, resellers, support personnel, or introducers unless the promise is published on elev1solutions.com or contained in a written amendment signed by an expressly authorized Eleven Solutions corporate officer.

Customer must review elev1solutions.com before purchasing. Website policies supersede inconsistent oral statements, messaging-app conversations, sales-call statements, demos, informal emails, and unauthorised quotations. This section does not exclude liability that cannot legally be excluded.

10. Refund Request Procedure

Customer must submit the request from an authorized account email to hello@elev1solutions.com or through the designated billing portal and identify the account, invoice, payment, purchase time, users, and numbers involved. Eleven Solutions may request proof of identity and payment authorization to prevent fraud.

Approved refunds are returned to the original payment method where practical. Bank, crypto, cross-border, closed-card, and manual-payment refunds may require additional verification and may be returned by a different lawful method. Network, processor, bank, and blockchain timing is outside Eleven Solutions’ control.

Customer remains responsible for currency conversion, intermediary bank charges, blockchain fees, and payment-provider deductions. Refund confirmation means Eleven Solutions initiated or approved the refund, not that the receiving institution has completed settlement.

11. Billing Errors and Chargebacks

Verified duplicate charges, computational errors, or charges not authorized under the applicable order will be corrected. Customer must notify Eleven Solutions within three days after the charge appears. Failure to review statements may limit remedies where law permits.

Before filing a chargeback, Customer must give Eleven Solutions a reasonable opportunity to investigate. An unjustified chargeback may trigger immediate suspension, termination, collection, evidence submission to processors, recovery of fees, and refusal of future service. Nothing prevents a consumer from exercising a non-waivable statutory dispute right.

12. Mandatory Law and Policy Changes

Nothing in this Policy waives a refund, cancellation, cooling-off, or consumer right that cannot legally be waived. Recorded calls, messages or any kind of conversation with any sales agent or reseller from Eleven Solutions will not be binding in a court of Law.

Eleven Solutions may update this Policy prospectively. The version in effect at the purchase timestamp generally governs that purchase, except changes required by law, regulator, carrier, payment processor, fraud prevention, or security may apply immediately where permitted.

13. Enterprise Orders, Promotions, Credits, and Reseller Purchases

Negotiated enterprise orders, migrations, professional-services engagements, custom development, hardware procurements, volume commitments, promotional plans, and reseller arrangements may involve non-cancellable commitments and upstream expenses. Where a signed order expressly states different refund terms, that order controls only for the identified purchase. A quotation, proposal, or invoice does not override this Policy unless it clearly states the conflicting term and is signed by an authorized corporate officer.

Promotional discounts, coupons, account credits, referral credits, service credits, courtesy credits, and goodwill adjustments have no cash value, are non-transferable, may expire, and are not refundable unless required by law. A refund may be calculated from the amount actually paid rather than the undiscounted list price. Used credits are not restored automatically.

Where an independent reseller is the merchant of record, Customer must seek a refund from that reseller. Eleven Solutions is not responsible for a reseller’s refusal, insolvency, unauthorized promise, markup, payment method, or refund timing. Eleven Solutions may still suspend or terminate the underlying technical service according to the Terms.

14. Service Credits and Exclusive Remedies

A service credit, when expressly approved, is a non-cash credit against future eligible Eleven Solutions charges. Credits do not constitute an admission of liability, do not extend a subscription, do not cover taxes or pass-through fees unless stated, and may expire. Customer must maintain an active compliant account to use a credit.

Unless a signed service-level agreement states otherwise, occasional degradation, maintenance, carrier blocking, spam labeling, unsuccessful calls, delayed messages, internet failure, endpoint issues, or third-party outages do not create an automatic service credit. Customer must provide timestamps, numbers, CDRs, error codes, device details, and reasonable troubleshooting cooperation.

Where Eleven Solutions elects to provide a credit for a verified incident, that credit is the exclusive commercial remedy for the affected service period to the fullest extent permitted by law. Credits cannot exceed the recurring fee for the specifically affected service during the affected period.

15. Refund Security, Sanctions, and Payment Compliance

Eleven Solutions may delay, block, or decline a refund where necessary to verify identity, investigate fraud, comply with sanctions, anti-money-laundering obligations, court orders, payment-network rules, tax requirements, or law-enforcement requests. A delay required for compliance is not a breach of the no-questions-asked reason standard because the reason for cancellation remains irrelevant while payment legitimacy must still be established.

Refunds will not be sent to an unrelated person, anonymous wallet, different cardholder, or account lacking a lawful connection to the original payment. Crypto refunds may be valued according to the original fiat amount or transaction terms rather than later market movement, and blockchain fees may be deducted where lawful.

Customer must not use purchases and refunds to test stolen cards, launder funds, generate card rewards, manipulate foreign exchange, evade sanctions, or create artificial processor activity. Suspected abuse may be reported to processors and authorities.