Billing, Cancellation & Refund Policy
Plain-language rules for subscriptions, included usage, overages, cancellations, number retention, payment failures, credits, and refunds.
1. Subscription billing
Business Phone HQ plans are recurring subscriptions unless a checkout or written agreement states otherwise. Monthly subscription charges are billed for the upcoming billing period. Applicable usage charges, taxes, regulatory assessments, pass-through carrier charges, or optional service charges may be billed separately.
2. Free trials
If an offer includes a free trial, the checkout page controls the trial length, included promotional usage, and first billing date. For the standard 14-day trial, the recurring subscription charge is $0 during the trial. Cancel before the trial ends to prevent the first monthly subscription charge. Trial usage credits have no cash value and do not roll over after the trial.
3. Included minutes and overage
Included standard calling/routing minutes and Smart Receptionist AI minutes are separate usage buckets. Included minutes reset each billing month and do not roll over. Usage beyond the included amount is billed at the rate shown for the active plan or applicable written agreement. Usage records can arrive after a call ends or after a provider reports final billable duration, so displayed estimates may change before invoicing.
4. Authorization to charge
By starting a paid subscription, you authorize the payment provider presented at checkout to charge recurring subscription fees and applicable usage or other charges according to the selected plan until cancellation becomes effective. You are responsible for keeping the payment method current.
5. Cancellation
Owners or authorized admins may request cancellation through the available billing controls or by contacting support. A trial cancellation may take effect immediately. For an already-paid active monthly subscription, cancellation generally stops the next renewal and service may remain available through the paid period, unless earlier suspension or termination is required for nonpayment, fraud, abuse, carrier action, legal compliance, or another stated reason.
Cancellation does not erase usage charges, taxes, fees, or other amounts already incurred before the effective service end date.
6. Phone numbers after cancellation
If you want to keep a Business Phone HQ number, begin and complete any eligible port-out process before the number is released. Trial numbers and numbers associated with terminated service may be released after cancellation or service termination. Once a number is released back to a carrier's inventory, recovery may not be possible.
7. Refunds
Except where required by law or expressly stated in a written offer, subscription charges are generally non-refundable once the paid billing period begins, and unused partial months are not automatically prorated. Completed usage charges and carrier-incurred charges are non-refundable unless the charge resulted from a verified billing error. Duplicate charges, unauthorized charges, or clear billing mistakes should be reported promptly for investigation.
8. Promotional credits
Promotional, trial, courtesy, or service credits are non-transferable, have no cash value, may be limited to specified types of usage, and may expire under the terms of the offer. Credits are applied before refunds unless applicable law requires otherwise.
9. Failed payments and disputes
Failed or reversed payments may result in past-due status, restricted features, suspension, or termination. If you believe a charge is incorrect, contact billing@businessphonehq.com before initiating a payment dispute so the account and usage records can be reviewed. Filing a chargeback does not automatically cancel the underlying subscription or erase valid charges.
10. Contact
Billing questions: billing@businessphonehq.com. General account support: support@businessphonehq.com.