Refund & Cancellation Policy

1. Charges and subscription periods

This Policy is incorporated into the Terms of Service. Subscriptions are generally billed in advance, monthly or annually, through Stripe. Subscription fees, usage charges, prepaid balances, add-ons and telecommunications resources may be billed separately according to the selected plan and disclosed rates.

Subscriptions renew automatically unless canceled before renewal. A customer is responsible for charges properly incurred through authorized use, including usage posted after the date the activity occurred.

2. Trials and usage

If a trial is offered, its duration and eligibility are described during signup/billing. A free subscription trial does not make calls, SMS/MMS, AI usage, numbers, telecom registration or other usage-based services free unless expressly stated. A card may be required, and usage charges may occur during the trial.

Cancel before conversion or renewal to avoid the next subscription charge. If signup, billing or confirmation language appears inconsistent about charges, contact support before incurring usage; this Policy does not eliminate any remedy for an incorrect or misleading charge.

3. How to cancel

Use the available Cancel subscription control in account billing settings. If you cannot access it or it fails, contact support@covecrm.com promptly with your account email and request. Retain the confirmation and contact support about an unexpected renewal. Disconnecting an integration, abandoning an account, or deleting leads does not itself cancel a subscription.

A base subscription may be scheduled to end at the billing-period end. That is not a promise that every feature or telecommunications resource remains available until then. Add-ons, provider resources, or separately purchased services may follow different cancellation handling. Contact support before cancellation if continuity or number portability is important.

4. Telephone numbers and telecommunications resources

Important: the current cancellation process begins releasing telephone numbers and removing A2P campaigns and messaging services at the time cancellation is requested, rather than waiting for the base subscription's period end. Related number subscriptions may be canceled and the telecom subaccount may be closed. Calling and messaging can stop immediately even if a billing screen describes period-end access.

Released numbers may be reassigned by the provider and may not be recoverable. Re- establishing service may require new numbers, registration and provider approval. Arrange any required export or provider-supported transfer before canceling. Cove does not guarantee a transfer, number recovery or continued access to provider resources. This disclosure does not waive remedies for a failure to provide contracted services.

5. Refund eligibility

Except where required by law, expressly agreed in writing, or approved for a qualifying service issue, we do not provide refunds for partially used billing periods, unused credits, or failure to cancel before renewal. Used calling, messaging, AI, telecom and other usage charges are non-refundable unless charged incorrectly or a legal entitlement requires a remedy.

You may request a refund within seven days of the initial charge if a system issue or service outage prevented use. Eligibility is assessed using the circumstances and available records; submitting a request does not itself guarantee approval. This seven-day provision does not shorten statutory rights or prevent a request about an unauthorized or incorrect charge.

Prepaid or promotional credits are not cash and are not redeemable for cash except where required by law or expressly agreed. This Policy does not introduce a new credit expiration date. Refund or cancellation treatment for an add-on follows its disclosed terms and mandatory rights.

6. Requests and disputes

Contact support@covecrm.com with your account email, charge date/amount, invoice reference if available, and a description of the issue. Do not send full card numbers or passwords. We aim to acknowledge or respond to refund inquiries within three business days; payment-provider processing times vary.

Please contact support to help investigate billing issues. Nothing here requires you to give up a lawful chargeback, complaint, or other statutory remedy. Cove may dispute unsupported chargebacks and address fraud, unpaid amounts or abuse under the Terms; a good-faith exercise of a protected right is not itself a policy violation.

If applicable law requires a refund, cancellation right, notice, or other remedy, that requirement controls. Cancellation does not itself delete personal information; use the privacy-request process for that purpose.