Refund Policy

Overview

This Refund Policy ("Refund Policy") governs all payments made to CallBack LLC, a New Mexico limited liability company ("CallBack," "we," or "us") for any subscription, product, add-on, usage-based charge, or other Service offered on or through the CallBack platform at www.callbackcrm.com (the "Platform"). This Refund Policy is incorporated by reference into and forms part of the CallBack Terms of Service. By purchasing, subscribing to, or using any Service, you acknowledge that you have read, understood, and agreed to this Refund Policy in addition to the Terms of Service.

In the event of any conflict between this Refund Policy and the Terms of Service, the Terms of Service shall control. Capitalized terms not defined herein have the meanings given to them in the Terms of Service.

No Refunds

CallBack maintains a strict no-refund policy. All Fees, Communications Surcharges, add-on charges, usage-based charges, one-time charges, recurring subscription charges, and any other amounts paid to CallBack are final and non-refundable under any circumstances.

Without limiting the foregoing, CallBack does not issue refunds, prorated credits, partial credits, account credits, or any other form of monetary return for any reason, including but not limited to:

• —Cancellation of a subscription prior to the end of the current billing term.
• —Unused time remaining on a monthly, annual, or other subscription term.
• —Non-use, underuse, or partial use of the Platform or any Services.
• —Dissatisfaction with the Platform, Services, features, performance, or business outcomes.
• —Change of mind, change of business direction, or business closure.
• —Accidental, duplicate, or unintended purchases or renewals.
• —Termination or suspension of your account for breach of the Terms of Service.
• —Phone numbers, A2P 10DLC registration fees, WordPress subscriptions, third-party integrations, or any other add-on or pass-through charges already incurred.

Any refund, credit, or exception, if ever granted, is made solely at CallBack's discretion, applies only to the specific instance for which it is granted, and does not constitute a waiver of this Refund Policy or a precedent for any other refund.

No Disputes or Chargebacks

If you believe you have been billed in error or have a billing concern, you agree to contact CallBack first to attempt to resolve the matter in good faith before initiating any chargeback, payment reversal, or payment dispute with your credit card issuer, debit card issuer, bank, payment processor, or any other financial institution. Initiating a chargeback or payment dispute without first contacting CallBack constitutes a material breach of this Refund Policy and your agreement with CallBack.

In the event you initiate a chargeback or payment dispute, CallBack reserves the right to:

• —Immediately suspend or terminate your account and access to the Platform and all Services without notice and without refund;
• —Recover the disputed amount plus any related fees, costs, and expenses, including chargeback fees, processor fees, reasonable attorneys' fees, and collection costs, in accordance with applicable law;
• —Pursue any and all available legal remedies, including legal action for breach of contract, fraud, and recovery of damages; and
• —Submit this Refund Policy, the Terms of Service, and your acceptance thereof as conclusive evidence in response to any chargeback or dispute.

If you have any billing concerns, you must first contact CallBack directly using the contact information in Section 7 of this Refund Policy and attempt in good faith to resolve the matter with CallBack before pursuing any other remedy. CallBack will have at least thirty (30) days from receipt of your communication to investigate and respond to your billing concern before any chargeback or other action is initiated.

Future Business Relationships

In addition to the foregoing remedies, the filing of a chargeback or payment dispute in breach of this Refund Policy constitutes a material breach of your agreement with CallBack. CallBack reserves the right, in its sole discretion, to:

• —(a) Permanently refuse to enter into any future commercial relationship with you, your business, or any entity you own or control;
• —(b) Maintain an internal record of the breach for reference by CallBack and its affiliated companies; and
• —(c) Share the circumstances of the breach with its affiliated companies, who may independently determine, in their own sole discretion, whether to provide service to you.

For purposes of this Policy, "affiliated companies" means any entity that, directly or indirectly, controls, is controlled by, or is under common control with CallBack LLC. The reference to affiliated companies in this Policy is for identification purposes only and does not create privity of contract with, alter the limited liability of, or grant third-party beneficiary status to any affiliated company, parent entity, or other related party. Your rights and remedies under this Policy are solely against CallBack LLC.

All Sales Final

All sales of subscriptions, products, add-ons, and Services on the Platform are final at the time of purchase. This includes, without limitation, monthly subscriptions, annual subscriptions, add-on subscriptions, one-time fees, setup fees, onboarding fees, training fees, usage-based charges, Communications Surcharges, phone number purchases and ports, A2P 10DLC registration fees, WordPress subscriptions, domain registrations, and any other charge of any kind.

You are responsible for evaluating the Platform, its features, and its suitability for your needs prior to purchase. CallBack offers documentation, demo opportunities, and, where applicable, trial periods (as further described in the Terms of Service) to facilitate that evaluation. Your decision to purchase is made with full knowledge of this Refund Policy.

Access Until Paid Term Completes

If you cancel a subscription, your access to the Platform and the applicable Services will continue until the end of the billing term that you have already paid for. CallBack does not provide refunds or prorated credits for the unused portion of that term.

Upon completion of the paid term following a cancellation, all access to the Platform and the applicable Services will terminate. After termination, you will no longer be able to log into your account, access your data, send or receive communications through the Platform, or use any associated features. CallBack is under no obligation to retain, export, or otherwise make your data available to you after termination, and your data may be deleted in accordance with the Terms of Service and CallBack's data retention practices.

It is your responsibility to export any data, contacts, communications, or other information you wish to retain prior to the end of your paid term.

Subscription Pauses

a. Discretionary. Subscription pauses are not a right and are not guaranteed. CallBack may, at its sole discretion, grant a temporary pause on your monthly or annual core CRM subscription. Whether to grant a pause, the duration of any pause, and any conditions placed on a pause are determined solely by CallBack on a case-by-case basis. CallBack may decline, modify, or revoke any pause at any time.

b. Loss of Access During a Pause. If a pause is granted, the recurring monthly or annual fee for your core CRM subscription is paused for the approved duration. During the pause, your access to the Platform and to your data is suspended. You will not be able to log in, view contacts or communications, send messages, place calls, run automations, or otherwise access any Service tied to your paused subscription. Access is restored only when the pause ends and billing resumes.

c. Add-On Subscriptions and Usage Fees Continue. Pausing your core CRM subscription does not pause add-on subscriptions, pass-through charges, or usage-based fees. These charges may continue to bill during a pause, including but not limited to:

• —Phone number rentals, including local, toll-free, and ported numbers.
• —A2P 10DLC brand and campaign registration fees and ongoing carrier surcharges.
• —WordPress subscriptions, hosting fees, and related website services.
• —Domain registrations and renewals.
• —Communications Surcharges, messaging fees, voice usage, email sending fees, and any other consumption-based or usage-based fees.
• —Third-party integrations, AI features, and any other recurring add-on services not part of the core CRM subscription.

You remain solely responsible for these charges throughout any pause. To avoid these charges during a pause, you must affirmatively cancel the applicable add-on or release the applicable phone numbers or services prior to the start of the pause. Charges incurred for add-on subscriptions or usage-based fees during a pause are non-refundable in accordance with this Refund Policy.

d. End of Pause. At the end of an approved pause, billing for your core CRM subscription will automatically resume at the then-current rate and access will be restored, subject to any outstanding balances. If payment cannot be successfully processed at the end of a pause, CallBack may terminate your account in accordance with the Terms of Service.

State-Law Compliance

Where applicable state or federal law mandates a different refund right or chargeback procedure, that right or procedure will be honored to the minimum extent required by law.

Contact

If you have any questions about this Refund Policy, believe you have been billed in error, or wish to request consideration for a subscription pause, you must contact CallBack directly before taking any other action:

• —Email (legal/policy): legal@callbackinc.com
• —Email (billing/cancellations): billing@callbackinc.com
• —Phone: (844) 420-2633

CallBack will work with you in good faith to resolve any legitimate billing concern. Contacting CallBack first — rather than initiating a chargeback or payment dispute — is required under this Refund Policy and the Terms of Service.