Kallin Subscription Cancellation and Refund Policy
This Policy explains subscriptions, charges, cancellation and refunds for Kallin's business communication services, including telephone, website chat, WhatsApp and enabled features. Read it with your Order and our Terms and Conditions.
Your Order is the accepted order, checkout or other durable confirmation of your plan and charges. The document-priority rules in the Terms apply. This Policy does not reduce a specific entitlement in your Order or a right that cannot lawfully be excluded.
1 Your subscription
Before purchase, your Order must identify the service, subscription price, currency, billing frequency, included usage, additional charges, renewal arrangements and any initial minimum commitment. Keep a copy of your Order and the applicable Terms.
Monthly, annual, fixed-term and non-renewing arrangements apply only as disclosed and agreed. A price shown as a monthly equivalent for annual billing does not mean the annual fee is payable monthly.
Viewing a website, requesting information, attending a demonstration or starting a trial does not by itself create a paid subscription.
2 Trials and demonstrations
Unless your trial offer expressly states otherwise, the standard telephone trial lasts seven days and includes 60 call minutes without requiring a payment card. It ends when the time or minute allowance is exhausted, whichever happens first. Trial calls may be limited to five minutes each. Other trial limits must be disclosed before activation.
At expiry, the trial phone service pauses unless you choose an available paid plan. We will not convert a no-card trial into a paid subscription or charge a previously supplied payment method without separate, disclosed payment authorisation. Any extension or different trial arrangement must be recorded.
3 Fees and usage allowances
Subscription fees are payable in advance unless your Order states otherwise. Additional usage is billed on the basis disclosed before the relevant use. VAT or other transaction taxes apply only where lawfully chargeable and disclosed.
Your Order or incorporated usage specification must explain allowance reset dates, call-duration measurement, rounding, transfer or simultaneous call legs, and any relevant international or premium routing. Where SMS is charged by segment, the specification must explain segmentation and applicable carrier fees. We will not apply an undisclosed rate or measurement method.
Unused included allowances expire at the end of their stated period unless rollover is expressly included. Annual payment does not combine monthly allowances into an unrestricted annual pool unless agreed.
A usage alert is not a spending cap unless expressly identified and operated as one. The agreed controls must explain whether the affected service continues, pauses or uses a fallback when an allowance or cap is reached.
4 WhatsApp and other external charges
Included Kallin agent processing does not, by itself, include fees charged by WhatsApp/Meta, a messaging or business solution provider, a carrier or another external service. Such fees are included only where your Order expressly says so.
External charges may include WhatsApp messaging or template fees, SMS segments and carrier fees, telephone numbers, transfer-related usage, international routing and connected third-party services. The applicable charges, calculation method, rates and any currency-conversion basis must be included or separately identified before purchase or chargeable activation.
If a charge is passed through at cost, we will not add an undisclosed markup. Any variable-rate mechanism must be disclosed with a meaningful way to see the applicable rate before chargeable use. Merely referring to provider fees does not authorise an unexpected charge.
Where ordinary website or WhatsApp chat is advertised as unlimited, we will not impose an undisclosed Kallin conversation allowance or extra Kallin charge for that included use. Clearly disclosed external fees may still apply. Acceptable-use rules remain applicable.
5 Renewal and price changes
A recurring subscription renews for its disclosed billing period unless your Order says it is non-renewing or you cancel before the next renewal. A fixed-term arrangement renews automatically only where that renewal was disclosed and agreed.
We may change prices for future renewals on at least 30 days' written notice. Prices will not increase during a prepaid fixed commitment unless a specific lawful adjustment mechanism was disclosed and agreed. You may cancel before a proposed renewal price takes effect without an additional cancellation fee.
6 How to cancel
Use an available account cancellation control or email info@kallin.co.uk from your account email address, unless your Order specifies another reasonable method. Clearly identify the account or subscription you want to end. No particular email subject line or prescribed wording is required if your instruction is clear.
We may proportionately verify your authority. The cancellation time is when we receive a clear, authorised request; delayed acknowledgement, support processing or verification must not create an extra renewal. We will confirm the service end date and any properly outstanding charges.
Stopping call forwarding, logging out, removing a payment method or disabling a feature does not itself cancel the subscription. Make an express cancellation request. If an account control is unavailable, the email route remains available.
7 When cancellation takes effect
Cancellation normally takes effect at the end of the paid period. You may continue using the paid service until then unless a lawful suspension or termination reason applies.
Cancelling part-way through a paid month or year normally stops the next renewal and does not itself create a refund for the rest of the current period. A different entitlement in your Order, the Terms or mandatory law remains available.
Cancellation does not remove properly incurred usage or external charges, or an expressly disclosed remaining fixed-term commitment, to the extent lawfully payable. We will not impose an undisclosed cancellation charge.
If a renewal is charged in error after a valid cancellation received before that renewal, we will correct it and refund the incorrect charge.
8 Upgrades downgrades and account changes
A plan, seat, number, add-on or billing-term change takes effect on the agreed date and at the price and prorating shown before confirmation. We will explain the treatment of existing allowances and prepaid fees before you accept.
An available dashboard feature does not itself authorise a charge. Adding a user does not by itself authorise a plan upgrade. Any setup or additional feature charge must be disclosed and agreed before it is incurred.
9 Refunds
Unless your Order or mandatory law provides otherwise, we do not refund a paid period solely because you choose not to use the service, use less than the included allowance, disable a feature or cancel part-way through.
This does not exclude a refund for an incorrect charge, our material breach, an agreed refund entitlement, or a discontinued service without an equivalent agreed replacement. We will honour any applicable written refund or money-back offer on its stated lawful terms.
Properly incurred usage and external provider charges are not automatically refunded merely because a subscription ends. However, our contractual responsibilities and any refund we owe are not limited simply to whatever an outside supplier chooses to refund to us.
A fixed number of leads, bookings, conversions or savings is not promised by this Policy. This does not remove an expressly agreed entitlement or a remedy for our breach, misrepresentation or failure to provide the agreed service with reasonable care and skill.
10 Service problems and early termination
Report a service problem to info@kallin.co.uk with enough detail for us to investigate. We will take reasonable steps to maintain and restore the agreed service. There is no guaranteed uptime percentage, restoration time, support response time or service-credit scheme unless expressly agreed.
Under the Terms, either party may terminate for a material breach that cannot be remedied or remains unremedied 14 days after written notice identifying the breach and required remedy. A longer remedy period may be agreed where appropriate. The Terms also allow immediate termination where continued performance would be unlawful or create a serious unmanageable risk.
If we end a service for our own convenience, or you validly terminate an affected service for our uncured material breach, we will refund prepaid fees for the unused affected period. We may end a rolling service for convenience on at least 30 days' written notice, subject to any longer agreed period.
If a material interruption makes an affected paid service unavailable for more than 30 consecutive days, either party may terminate that affected service and unused prepaid fees will be refunded proportionately. This is not a waiting period for every remedy: earlier rights for material breach or mandatory law remain available.
Any separately agreed service credits and other refund or termination rights in the Terms, DPA or your Order remain applicable.
11 Refund requests and billing disputes
Email info@kallin.co.uk with your account details, invoice or transaction reference, charge date and amount, and a brief explanation of the issue and requested remedy. We may ask for information reasonably needed to verify authority and investigate. Do not email full payment-card details, security codes or passwords.
Tell us promptly about a disputed invoice. We will investigate, explain the outcome and correct established errors. Pay undisputed amounts when due. A short administrative reporting period does not remove a legal right to dispute a charge or use an available lawful payment-dispute route.
Where a refund is due, we will make it without undue delay and within any applicable legal deadline. An internal review does not extend a statutory refund deadline. We will explain the amount, calculation and payment method; refunds normally use the original payment method unless a reasonable alternative is necessary or agreed.
We may deduct only properly incurred, undisputed charges where permitted. We will not impose an undisclosed cancellation or refund-processing fee. Bank or payment-provider processing times can affect when a refund appears; we will provide relevant payment information where available.
12 Failed payments and suspension
If a payment fails, we may notify you, retry under the disclosed billing arrangements and suspend the affected service after reasonable notice. Immediate action may be necessary to prevent fraud, serious harm or unlawful use, or to meet a lawful requirement.
Suspension must be proportionate. We will explain the reason and reasonable steps for restoration unless disclosure is prohibited or would undermine a legitimate security investigation. We will restore affected functions reasonably promptly once the issue is resolved, subject to technical and carrier availability.
Suspension does not itself cancel the subscription. Only charges lawfully payable under the agreement remain due; suspension does not permit charges we are not entitled to make.
13 When the service ends
Future AI answering and customer-directed automated messages cease when the service ends, subject to a message already dispatched to a carrier. Arrange replacement contact routes and any available number transfer before disconnection. An unfinished transfer does not justify ignoring an otherwise valid cancellation.
You may request an available export of Customer Data during service and within 30 days after termination. We provide a reasonable standard export without requiring another subscription. Bespoke migration may be quoted separately in advance, subject to the DPA and applicable rights.
Cancellation does not instantly erase all records. Return, deletion, backups and any necessary limited legal retention follow the DPA and Privacy Policy, including valid earlier instructions or individual rights. These arrangements do not authorise unrelated reuse of conversation data.
14 Mandatory legal rights
Kallin is offered for business, trade and professional use. A genuine business-to-business purchase does not carry an automatic UK consumer 14-day change-of-mind period unless such a right is separately offered.
If you qualify as a consumer under applicable law, mandatory protections apply despite a business label. Any applicable cooling-off, cancellation, refund, information and other statutory rights take priority over the ordinary business rules in this Policy. Accepting the Terms or beginning to use the service does not by itself waive a statutory cancellation right.
Mandatory local rights remain protected where they apply. This Policy does not certify that identical subscription rules apply in every country.
15 Policy updates and contact
We may update this Policy to reflect the service or law. Any material contractual change affecting an existing subscription follows the notice, consent and cancellation protections in the Terms, including the ordinary requirement for at least 30 days' notice unless a shorter period is legally necessary or the change is solely beneficial.
A materially adverse change will not bind you during a prepaid fixed commitment without agreement, except where mandatory law requires it. Applicable termination and unused-prepayment refund rights remain available. An update does not retrospectively remove accrued rights.
For subscriptions, cancellation, refunds or escalation of a service complaint, contact info@kallin.co.uk. We will investigate and seek a reasonable resolution. The complaints route does not prevent an applicable statutory remedy or urgent court relief.