Refund Policy

1. Overview & Scope

This Refund Policy applies to all purchases made via the Gistr mobile application (iOS and Android), web portal, and certified retail sales points. Purchases include pay-as-you-go calling credits, international call bundles, virtual DID numbers, and account top-ups.

By adding funds to your Gistr account or purchasing any bundle, you agree to the terms set forth in this policy.

2. Eligibility for Refunds

You may be entitled to a full or partial refund under the following conditions:

• Duplicate Billing: You were inadvertently billed more than once for the same transaction due to a network glitch or payment gateway error.
• Uncompleted Top-Up: Your card or account was debited, but the credits were not reflected in your Gistr balance within 24 hours.
• Major Technical Failure:A confirmed system-wide outage on Gistr's carrier network prevented you from making calls for an extended duration after purchasing a limited-duration bundle.
• Unused Cash Balance (Within 14 Days): Where mandated by consumer protection laws in your jurisdiction (e.g., UK/EU statutory cooling-off period), you may request a refund for fully unused calling credit requested within 14 calendar days of deposit.

3. Non-Refundable Items

The following items and circumstances are strictly non-refundable:

• Utilized Call Time: Minutes or talk-time already connected and consumed through our telecommunication routes.
• Promotional Credits & Bonuses: Bonus credits awarded through referral programs, promotional vouchers, or complimentary onboarding grants cannot be redeemed for cash.
• Peer Credit Transfers: Once credit is transferred from your account to another Gistr user via the Balance Transfer feature, it cannot be reversed by Gistr.
• Expired Bundles: International call bundles have a designated validity window (e.g., 30 days). Unused minutes remaining after the expiration date are forfeited.

4. DID Numbers & Recurring Subscriptions

Virtual DID (Direct Inward Dialing) numbers incur direct provisioning costs with national telecom regulators. Setup fees and recurring monthly fees for active DID numbers are non-refundable once allocated to your account.

You may cancel your DID number subscription at any time via the app settings. Upon cancellation, the number will remain active until the end of your current billing cycle, and no subsequent renewals will be charged.

5. How to Request a Refund

To request a refund, follow these simple steps:

1. Go to the Support section in your Gistr mobile app or email us directly at support@gistr.co .
2. Provide your registered phone number, transaction reference ID, date of purchase, and the amount charged.
3. Briefly explain the reason for your refund request.

Note: If you made your purchase through Apple In-App Purchase (App Store), Apple requires that refunds be processed directly through Apple Support according to Apple's refund guidelines.

6. Processing Timelines & Methods

Once approved, refunds are credited back to the original payment method (card, bank account, or mobile money wallet) used for the transaction.

• • Internal review: Typically completed within 24 to 48 hours.
• • Bank/Card processing: 3 to 7 business days depending on your financial institution.

7. Payment Disputes & Chargebacks

We strongly encourage contacting Gistr Support before initiating a chargeback with your bank. Unwarranted chargebacks may result in temporary suspension of your Gistr account while the dispute is under review.