Refund Policy

Last updated: August 2026

1. 14-day satisfaction guarantee

Every subscription plan is covered by our 14-day satisfaction guarantee on your first 20 answered calls (whichever comes first). If you are not satisfied, you may request a refund of your first payment within 14 days of activation or within your first 20 answered calls, whichever comes first.

2. How the refund is calculated

Call time already used is deducted from the refund at the standard credit rate. This means you only ever pay for calls you actually made, and the service cannot be used for free. If you used none, your full plan fee is refunded.

3. How to request a refund

Email billing@recello.co.uk with your account details (the email you registered with and your business number). We will confirm receipt and process the refund to your original payment method within 14 days of your request.

4. What is not refundable

• The guarantee applies only to the first payment on a plan.
• Prepaid credits are not refunded once used; unused credits remain on your account.
• Fees for purchases made after the guarantee window are not covered.
• Plans renewed after the guarantee window expires are not covered by the guarantee.

5. Cancellation

You may cancel your subscription at any time (see our Terms of Service). Cancellation takes effect at the end of the current paid period. Refunds, if any, follow this policy.

6. Disputes and fair treatment

If you are unsure whether your situation qualifies, contact us at billing@recello.co.uk and we will treat you fairly and in line with UK consumer law.