Refund & Cancellation Policy

1. No long-term contract

Silux Call paid plans are billed monthly (or annually if you choose) with no minimum term unless a custom Enterprise agreement says otherwise. You can cancel a monthly plan at any time, effective at the end of the current billing period.

2. 14-day cooling-off period (consumers & sole traders)

If you are a consumer or sole trader buying online, you have the right to cancel within 14 days of your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, for a full refund of recurring subscription fees.

Because telephony is supplied immediately, by subscribing and using the service within the 14 days you ask us to begin straight away and acknowledge that:

• if you cancel within the 14 days, we may charge for the service actually used (e.g. a pro-rata share of the plan and any per-minute call charges already incurred); and
• once the service has been fully supplied for the period, the right to cancel that period is lost.

3. Monthly and annual subscriptions

• Monthly: cancel any time; your plan runs until the end of the paid month and is not renewed. We do not pro-rata refund a partly used month unless required by law.
• Annual: if you cancel mid-term we will refund unused complete months at the rate paid, less any discount that was conditional on the annual commitment, unless the cancellation is due to our breach.

4. Pay-as-you-go top-up credit

Pre-paid call credit is non-refundable once calls have been made, but any unused balance can be refunded on request within 12 months of the top-up, less any third-party charges already incurred. Promotional or bonus credit is not refundable for cash.

5. Add-ons and one-off charges

Number purchases, hardware, porting fees and one-off professional-services charges are non-refundable once provisioned or delivered, except where the item is faulty, not as described, or we are at fault.

6. How to cancel

You can cancel by any of:

• your dashboard: Billing → Manage plan → Cancel;
• email to billing@siluxcall.co.uk; or
• contacting support via our contact page.

We will confirm cancellation in writing. Approved refunds are made to your original payment method within 14 days.

7. Keeping your number when you leave

You have the right to port (transfer) your phone numbers to another provider. We will not withhold a number because of a cancellation, and porting requests are handled per our Terms & Conditions and Ofcom rules. We do not charge a cancellation penalty for porting out.

8. Affiliate / referral orders

If your order was introduced by an affiliate, a cancellation or refund within the commission qualification period may reverse the affiliate’s commission. This does not affect your refund rights. See our Affiliate Programme Terms.

9. Disputes

If you disagree with a charge or a refund decision, please use our Complaints Code of Practice, which includes free independent ADR for eligible customers.