Refund & Cancellation Policy

This policy applies to Callugo digital telecommunications services and subscription billing.

1. About this policy

This Refund & Cancellation Policy (the “Policy”) explains when payments for Callugo services may be refunded, how subscriptions can be cancelled, and how billing disputes are handled. Callugo is operated by DIMAR L.L.C-FZ (the “Company”, “Callugo”, “we”, “us” or “our”), a limited liability company registered in the Meydan Free Zone, Dubai, United Arab Emirates. Our website is https://callugo.com.

This Policy covers subscriptions and charges for virtual telephone numbers, cloud PBX and call-management features, AI voice agents, and associated activation, telecommunications and usage-based services (collectively, the “Services”). It applies to business customers and individual customers, subject to any separate written enterprise agreement and applicable law. Nothing in this Policy excludes or restricts any rights that cannot lawfully be waived.

2. Subscription billing and renewals

Subscription plans are billed in advance for the billing period selected at checkout, such as monthly or annually. Unless clearly described as a one-time purchase, a subscription renews automatically at the end of each billing period until cancelled. The amount, billing frequency, applicable taxes, and any setup or other recurring charges are shown before payment.

Call usage, AI processing, number-related charges, and other metered or add-on services may be charged separately, depending on your selected plan and the rates disclosed at checkout or in the applicable price schedule. Where charges depend on actual consumption, the final billed amount may vary.

3. Our voluntary 7-day refund policy

For an initial purchase of a subscription or separately purchased service, you may request a full refund of the affected unused service within 7 calendar days after payment if all of the following conditions are met:

• the service has not been activated or made available for use;
• no virtual telephone number has been provisioned or assigned for that service; and
• no chargeable calls, AI processing, or other billable usage have occurred for that service.

This voluntary policy does not apply automatically to subscription renewals or to services already activated or consumed. If an order includes separately priced components, we may refund an eligible unprovided component without reversing charges for other components already supplied. Refunds required by applicable law or arising from non-delivery, defective services, or billing errors are not limited by this 7-day policy.

4. Virtual telephone numbers and provisioning

Virtual numbers may require identity checks, regulatory approval, location or business documents, and provisioning by a third-party telecommunications provider. A number is considered provisioned when it has been allocated to your account or reserved for your use by the relevant provider.

Once provisioning or an expressly disclosed one-time activation or registration service has been completed, related fees are generally non-refundable under our voluntary policy. This does not override statutory withdrawal rights or other mandatory refund remedies.

If we cannot provide a paid number or complete a paid activation within the agreed timeframe (or, where none was agreed, within a reasonable period), we will offer a suitable alternative for your approval or refund the amount paid for the unprovided item, as required by applicable law. You are not required to accept a substitute number.

5. AI agents, call traffic and other usage charges

Charges for telecommunications minutes, connected calls, AI voice-agent processing and other metered services that have actually been delivered are generally non-refundable. A cancellation or refund of a subscription does not erase valid usage charges incurred before the service ended.

If you believe usage was billed incorrectly, contact us with the invoice or transaction reference and relevant details. We will investigate and correct verified errors. Rights arising from service failures, lack of conformity, or applicable consumer law continue to apply.

6. How to cancel a subscription

You can request cancellation at any time by contacting our support team at the email address below. If self-service cancellation is available in your Callugo account or billing portal, you may also use that option. We do not charge a separate cancellation-request fee.

Cancellation stops future subscription renewals. Unless you request an earlier service termination, or law requires otherwise, your subscription remains active through the end of the already-paid billing period. We generally do not issue a prorated refund solely because a customer stops using an otherwise functioning service before the period ends, except where this Policy or applicable law provides otherwise.

A cancellation request received before the next renewal charge is due will be treated as effective for stopping that renewal, even if our support team confirms it later. Valid charges for usage or separately ordered services incurred before cancellation may still be payable. Cancelling a telephone-number subscription can result in the number being released; its recovery or future availability is not guaranteed.

7. Non-delivery, defects and billing errors

Please contact us promptly if a purchased service was not delivered, does not materially match its description, or has a significant technical defect, or if you have been charged twice or charged an incorrect amount.

Depending on the circumstances and your legal rights, we may correct the billing error, restore or re-perform the service, provide a proportionate price reduction, or issue a partial or full refund. Where a mandatory refund is owed, third-party supplier charges or a prior activation will not be used to deny that legal remedy.

8. Additional rights for EU/EEA consumers

If you are a consumer entitled to statutory withdrawal rights under European Union or European Economic Area law, you generally have 14 days from the conclusion of a distance contract for Services to withdraw without giving a reason. To exercise this right, notify us by an unambiguous statement sent to the support address below before the applicable deadline. You may use the optional withdrawal form at the end of this Policy.

If you expressly requested that a service begin during the withdrawal period and then withdraw, applicable law may require you to pay a proportionate amount for the service actually provided before your withdrawal. Beginning to use an ongoing telephony, PBX or AI subscription does not, by itself, automatically extinguish your statutory withdrawal right.

A statutory exception for a fully performed service may apply only where the relevant legal requirements have been met, including any necessary express prior consent and acknowledgement. We will make any refund required by law without undue delay and, where applicable, no later than 14 days after being informed of your valid withdrawal, using the original payment method unless you expressly agree otherwise.

These rights are additional to remedies for services not supplied or not conforming to the contract. Any more protective mandatory law in your country continues to apply.

9. Prepaid balances, credits and promotional offers

If we offer prepaid usage balances, their permitted uses, validity, and refundability will be identified in the applicable purchase terms. Refunds of unused prepaid amounts are handled under those disclosed terms and any applicable mandatory law. Promotional or complimentary credits are not redeemable for cash unless we expressly state otherwise or law requires it.

10. Requesting a refund and processing times

To request a refund, withdrawal, cancellation, or billing correction, email us using the contact information in Section 12. Please include your account email, invoice or payment reference, date of charge, service concerned, and a short explanation of the request. For a statutory no-reason withdrawal, you do not need to give a reason.

We aim to acknowledge and review requests within 5 business days, although complex investigations may take longer. Once a refund is approved, we initiate payment to the original payment method as promptly as possible. Your bank or card issuer may need additional time to display the credit. Any mandatory legal refund deadline, including the applicable 14-day deadline for EU/EEA consumer withdrawals, takes priority.

Nothing in this Policy prevents you from contacting your payment provider or exercising any statutory dispute or chargeback rights.

11. Changes to this policy

We may update this Policy from time to time. The version effective at the time of your purchase will govern that purchase, subject to mandatory law and any subsequent changes that are more favorable to you. We will communicate material changes when required by law.

12. Company and contact details

Service brand: Callugo

Legal operator: DIMAR L.L.C-FZ

Trade license number: 2310873.01

Licensing free zone: Meydan Free Zone, Dubai, United Arab Emirates

Registered business address: Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.

Support and refund requests: info@callugo.com

Business telephone: +971509495451

Website: https://callugo.com

Optional model withdrawal form (EU/EEA consumers)

Complete and send this form only if you wish to withdraw from the contract. You may instead send any other clear statement of withdrawal to the support email above.