Billing & Refunds

Refund Policy

• CELLCO Information Technology CO. L.L.C S.O.C

Effective Date: 1 March 2025

At CELLCO Information Technology CO. L.L.C S.O.C (doing business as "Cellco", "we", "our", or "us"), customer satisfaction and operational transparency are paramount. This Refund Policy outlines the specific conditions under which refunds or service credits may be granted for our global telecommunications and messaging services.

1. Scope of Policy

This policy applies to all telecommunications infrastructure and enterprise messaging services provided by Cellco, including but not limited to:

  • Application-to-Person (A2P) SMS Services
  • One-Time Password (OTP) Authentication Messaging
  • Transactional and Operational SMS
  • Marketing and Promotional SMS
  • International SMS Routing and Wholesale Carrier Solutions

2. Prepaid Account Balances

Cellco operates primarily on a prepaid commercial model.

  • Refund Eligibility: Funds deposited, wired, or credited to your customer account balance are eligible for a refund, provided the customer submits a formal request detailing the specific reasoning for the return.
  • Verification Process: To initiate a refund, customers must email our billing team at invoice@cellco.io with a detailed explanation of their claim. Cellco will thoroughly review the account usage data, transit logs, and transaction records.
  • Approval: If the customer's claim successfully matches Cellco's internal data and verification criteria, the refund will be approved and processed in accordance with this policy.

3. Eligible Refund Requests

Monetary refund requests will only be evaluated, reviewed, and potentially approved under the following limited circumstances:

  • Duplicate Payments: Identical transactions executed in error due to payment gateway or user glitches.
  • Billing Anomalies: Verified system discrepancies or internal accounting errors caused directly by Cellco’s billing platform.
  • Provisioning Failures: Payments collected for specific routing capacities or services that Cellco is ultimately unable to provision.
  • Management Exceptions: Exceptional operational circumstances explicitly reviewed and approved by Cellco’s executive management.

4. Non-Refundable Scenarios and Services

To maintain network stability and cover underlying transit costs, refunds or balance reinstatements will not be granted for:

  • Successfully delivered SMS messages.
  • Message delivery attempts that successfully reach the destination mobile operator network.
  • Downstream carrier-level filtering, operator blocking, or regional regulatory spam blocks.
  • Customer-side configuration errors, faulty API integrations, or SMPP bind misconfigurations.
  • Invalid, inactive, or incorrect destination MSISDNs (phone numbers) uploaded by the customer.
  • Transmission latencies or delivery delays caused by external mobile operators or third-party networks.
  • Accounts suspended or terminated due to violations of our Terms of Service or Prohibited Use Policy.

5. Failed Message Credits

Where technically feasible and supported by downstream carrier network delivery logs (DLRs), messages that definitively fail due to systemic network-layer issues before reaching the destination operator may be eligible for account service credits. The application of such credits is determined strictly by authoritative operator delivery reporting and is issued as balance adjustments rather than cash refunds.

6. Refund Request Procedure

To formally initiate a review, customers must contact our Finance and Billing Department within 30 calendar days of the original payment date. Your request must include:

  • Corporate Name & Account ID
  • Associated Invoice Number & Payment Reference/Transaction Hash
  • Exact Date and Value of the Transfer
  • A detailed explanation of the request alongside any relevant supporting documentation (e.g., API logs or bank receipts).

7. Refund Processing Framework

Upon formal validation and approval of a refund request:

  • Refunds will be processed within 7 to 14 business days.
  • Remittances will be returned via the original payment method whenever reasonably possible.
  • Any transactional overheads, including banking fees, payment gateway cuts, processing tariffs, or blockchain gas fees, will be deducted from the final refunded amount where legally permissible.

8. Reservation of Rights to Decline

Cellco reserves the absolute right to unilaterally reject any refund request if:

  • Any form of fraudulent activity, traffic manipulation, or bad faith is suspected.
  • The customer is in breach of our active Terms of Service.
  • The service volume has already been successfully consumed or routed.
  • The request lacks verifiable technical or financial documentation.

9. Service Credits

At our sole discretion, Cellco may opt to issue service credits in lieu of cash refunds. Service credits are non-transferable, carry no cash value, and can only be applied toward future SMS routing and telecommunications usage on our platform.

10. Policy Amendments

Cellco reserves the right to modify, amend, or update this Refund Policy at any time without prior notice. The updated version will immediately supersede previous iterations upon publication on our corporate website.

Contact Our Billing Team

For all invoice disputes, payment verifications, or refund inquiries, please contact us directly:

Email: invoice@cellco.io
Website: https://www.cellco.io/