Refund Policy

Effective date: 27/02/2026

At PA Answer, we provide professional call answering and virtual receptionist services. Because our services are digital and time based, we do not offer traditional product returns. This policy explains how cancellations, refunds, billing issues, and service credits are handled.

By using our services, you agree to the terms below.

SERVICE CANCELLATIONS

Monthly plans

    •    You may cancel your subscription at any time by emailing mycalls@paanswer.com

    •    Cancellations must be requested at least7 days before your next billing dateto avoid being charged for the upcoming cycle. Our contracts are monthly rolling so your cancellation will be processed on your billing date for the last month’s service.

    •    No partial refunds are provided for unused time within a billing period.

REFUND POLICY

Refunds may be issued in the following cases:

    •    Duplicate payments

    •    Billing errors

Refunds will not be issued for:

    •    Unused minutes or call allowances

    •    Missed calls caused by incorrect call forwarding or client-side technical issues

    •    Approved scripts or instructions later changed by the client

    •    General dissatisfaction after services have been delivered

All refund requests must be submitted within14 days of the invoice date.

USAGE BASED BILLING

For PayGo packages:

    •    Charges are based on actual call volume or package purchased.

    •    Call logs and recordings are retained for verification purposes.

    •    Billing disputes must be raised within 14 days of invoice issue.

SERVICE CREDITS

Where service quality falls below agreed standards, we may offer:

    •    Complimentary call minutes

    •    Account credits

    •    Discounts on future billing

Service credits:

    •    Have no cash value

    •    Are non-transferable

    •    Must be used within 90 days

CHARGEBACKS

We encourage clients to contact us directly regarding any billing concerns. Filing a chargeback without first attempting to resolve the issue may result in immediate suspension of services while the matter is reviewed.

TERMINATION OF SERVICE

We reserve the right to suspend or terminate services without refund if:

    •    The service is used for unlawful activity

    •    Abusive or threatening behaviour is directed toward staff

    •    Fraudulent payment activity is detected

CHANGES TO THIS POLICY

We may update this policy periodically. Any changes will be posted on this page with an updated revision date.

CONTACT US

If you have questions about this policy, please contact:

Jade Raymond

PA Answer Ltd

0333 800 0085

mycalls@paanswer.com

Registration Number 6671045