Refund & Cancellation Policy

Last updated: October 12, 2026

This policy is part of our Terms of Service.

1. When you are charged

You add a payment card at checkout, but we do not charge your plan until your toll-free number is approved to send (usually 3–10 business days). Your first plan charge happens on the day of approval, and renewals follow from that date. If carriers reject your number, or it is not approved within 30 days of checkout, we cancel your plan and you are not charged.

Messaging credits can only be bought once your number is approved, so you never pay for credits you can't use.

2. Cancelling your plan

You can cancel anytime from Billing in your workspace (Manage billing). Cancellation takes effect at the end of your current billing period. Until then you keep full access; after that, sending stops, renewals end and your toll-free number is released.

3. Subscription fees

Once a plan fee has been charged, it is non-refundable, including partly used monthly or annual periods, except where the law requires a refund or where we fail to provide the service you paid for.

4. Messaging credits

Credits do not expire while your account is open. Unused credits are non-refundable and expire when your account closes, except where the law requires otherwise. Credits used for messages that carriers filter or fail to deliver are not refunded, because carriers still charge for those attempts.

5. Asking for a review

If you believe you were charged in error, or that we failed to provide the service, email support@encoretext.com within 30 days of the charge with your workspace name, the date and amount, and a short description. A person reviews every request and replies, usually within 5 business days. Approved refunds go back to the original payment method.

6. Chargebacks

Please contact us before disputing a charge with your bank — most issues are resolved faster that way. If a chargeback is filed, we may pause sending on the workspace while it is reviewed, and we may provide records of your purchase and use to the card network. Chargebacks found to be unfounded may lead to account closure under our Terms.

7. Contact

Shaw Wireless Inc, doing business as Encore Text. Email support@encoretext.com.