Refund Policy

1. Overview

HiVouch is prepaid and charged only for successful verifications. This policy sets out when we refund a payment. All amounts are in US dollars (USD) and payments are processed by ezPayments.

2. Verification packages

You can ask for a refund of a package if both of these are true:

• the request is made within 14 days of the payment; and
• the package still has unused verifications.

A package that has expired or has been fully used cannot be refunded.

3. How the refund is calculated

The refund is pro rata:

refund = amount paid x unused verifications / verifications received

• "Verifications received" includes any bonus verifications that came with the package.
• The result is rounded down to the cent.
• The unused verifications are removed from your balance when the refund is issued.
• A promo code you redeemed on the purchase is not returned.

Example: you paid $40.00 for a package that gave you 50,000 verifications and you have used 10,000. You have 40,000 unused, so the refund is $40.00 x 40,000 / 50,000 = $32.00.

4. Custom number yearly fee

• The yearly fee is refunded in full if you ask within 14 days of payment and the number never went live.
• Once the number has gone live, the fee is not refundable.
• Refunding the fee disconnects the number.

5. What is not refundable

• Packages that have expired or been fully used.
• Requests made more than 14 days after payment.
• A promo code redeemed on a purchase.
• A custom number fee after the number has gone live.
• The free daily verifications, which cost nothing.

6. How to ask and when it arrives

Email [email protected] from the address on your account, with the invoice number. Refunds are issued to the original card. They usually arrive in 5 to 10 business days, depending on your bank.

This policy does not limit any right you have under the law.