This article explains when refunds apply, how the 14-day money-back guarantee works, and when you should contact Support so a human agent can review your case properly.
It also covers:
Why can't pending transactions be canceled manually
How failed payments are handled automatically
When refunds may apply for accidental or unexpected charges
If you’re ever unsure, it’s always okay to reach out. Refunds often depend on the details of your situation.
When Can I Request a Refund?
Refunds depend on what you purchased, when you purchased, and what happened afterward. Some refunds are automatic, while others require a manual review by our Support team.
Pending Transactions: What You Need to Know
In Talk360, pending transactions can’t be canceled or changed manually.
Pending payments must first be completed as successful or failed
If a transaction fails, the refund is usually processed automatically
No action is needed unless Support specifically asks for more information
This process helps ensure payments are handled securely and correctly.
14-Day Money-Back Guarantee for Call Credits
With Talk360, first-time purchases of call credits made through our online payment methods are covered by a 14-day money-back guarantee.
You can request a refund if:
It’s your first call-credit purchase
The request is made within 14 days of the successful payment
Once approved, refunds are processed within 14 days.
⚠️ Bonus credits are not refundable.
How to Request a Refund
In some countries, a refund request option is available directly in the app (currently being tested).
If you see this option:
Open the Talk360 app
Go to Support
Submit your Refund Request within 14 days
If you don’t see this option:
Open the app
Tap Support
Send us a message with your purchase details
A Support agent will review your request manually and guide you through the next steps.
Refunds for Accidental Calls
If you make a call by accident, it’s important to end the call immediately to reduce any charges.
Credits used during a connected call are considered spent
Longer call durations are unlikely to be refunded
Only very short accidental connections may be reviewed on a case-by-case basis
Ending the call right away gives us the best chance to review the situation fairly if you contact Support.
Refund Requests After 14 Days
If more than 14 days have passed since your purchase, you can still contact Support if you’re experiencing technical or connection issues.
Refunds are no longer guaranteed after the 14-day period
Each case is reviewed individually by our Support team
If a payment fails due to a technical issue, an automatic refund is usually triggered, so no action is needed in most cases
If a payment failed due to a technical issue, an automatic refund is usually triggered, so no action is needed in most cases.
Mobile Top-Ups (Shop360) Refund Policy
The 14-day money-back guarantee does not apply to Mobile Top-Ups (Shop360 products).
Please note:
Mobile Top-Ups cannot be refunded once the recipient has successfully received the bundle
Delivered top-ups are final and cannot be reversed
Need Help or Not Sure What Applies to You?
If you’re unsure whether your purchase is eligible for a refund:
Open the Talk360 app
Tap Support
Send us a message with your purchase details
💙 We’re here to help and make sure you understand your refund options.