Refund Policy

1. Overview

This Refund Policy forms part of the Vortex Mobile Wireless Customer Agreement and governs all prepaid, subscription, and usage-based charges processed through Stripe on behalf of EactiveNet, Inc. By subscribing, you agree to the terms below in addition to our Terms of Service and Privacy Policy.

2. Prepaid and Subscription Non-Refundability

All Vortex Mobile fees are billed in advance and constitute immediate allocation of network resources—including Kamailio registrar bindings, FreeSWITCH media channels, Redis presence slots, and Underlying Carrier capacity. Upon successful payment:

• Monthly subscription fees are non-refundable for partial billing periods;
• Prepaid wallet top-ups and per-minute debits are final once consumed or allocated;
• Plan upgrades take effect immediately; downgrades apply at the next billing cycle without retroactive credit;
• Port-out, device change, or voluntary cancellation does not entitle you to prorated refunds for unused days in the current cycle.

EXCEPT WHERE PROHIBITED BY APPLICABLE STATE LAW, ALL FEES ARE STRICTLY NON-REFUNDABLE.

3. Cancellation via Stripe Customer Portal

You may cancel recurring billing at any time through the "Manage billing" button in your Vortex dashboard, which opens the Stripe Customer Portal. Upon cancellation:

• Future billing cycles will not be charged after Stripe records the cancellation;
• Service remains active through the end of the current paid period unless immediately suspended for cause;
• Enterprise accounts with Master Service Agreements may be subject to separate notice periods.

Email requests to billing@vortexmobile.com are accepted but portal cancellation is instantaneous and preferred.

4. Failed Payments and Suspension

If autopay fails, Vortex may suspend outbound service, purge active SIP presence keys, and reject new registrations until the balance is cured. Reinstatement requires payment of all arrears. Suspension does not waive fees accrued during the suspension period where Service was partially available (e.g., inbound-only routing).

5. Chargebacks and Payment Disputes

Initiating a credit card chargeback or ACH reversal without first contacting Vortex constitutes a material breach of your Agreement and may result in immediate termination and collection action.

Before disputing any charge with your financial institution, you must:

• Email billing@vortexmobile.com within sixty (60) days of the charge;
• Provide account ID, Stripe invoice ID, and a detailed description of the dispute;
• Allow fifteen (15) business days for investigation.

Fraudulent chargebacks after documented service delivery may be referred to collections, industry fraud databases, and Stripe's dispute evidence program. You may be liable for chargeback fees and administrative costs.

6. Service Credits (Not Refunds)

In verified cases of Vortex platform outage exceeding four (4) consecutive hours affecting a material portion of subscribers, Vortex may, at its sole discretion, issue wallet credits denominated in USD cents. Credits are not redeemable for cash, have no expiration while the account remains active, and do not constitute refunds or admission of liability.

7. Regulatory Exceptions

Nothing in this Policy limits non-waivable refund rights under state wireless consumer protection statutes or FCC rules where applicable. Residents of certain jurisdictions may have additional cancellation rights during promotional or trial periods if expressly offered.

8. Contact

billing@vortexmobile.com · Vortex Mobile / EactiveNet, Inc.