Refund & Cancellation Policy

Last updated 29 September 2026

1. Cancelling

• You can cancel at any time by emailing admin@clentrix.com. There is no notice period, no cancellation fee and no minimum term.
• Your account stays open until the end of the month you have already paid for. We do not cut you off part-way through a month you paid for.
• Monthly charges stop from the next month. We do not refund part of a month already started.
• Ask us before you cancel if you want a copy of your data. Contacts, conversations and call history can be exported for you.

2. Prepaid credits

SMS credits, calling minutes and contact lookups are bought up front and deducted as you use them.

• Unused credits are refundable within 14 days of purchase. We refund the unused balance of that purchase, at the price you paid for it.
• Credits already spent are not refundable. A message that has been handed to the mobile carriers has cost us money whether or not it was answered, and a contact lookup that returned a phone number has been paid for at the data provider.
• After 14 days, credits stay on your account. They do not expire and they carry over month to month for as long as your account is open.
• If you cancel with credits left over, tell us. We will look at what is left and how it was bought; we would rather settle it fairly than hide behind a rule.

3. Phone numbers and carrier registration

Some of what you pay us, we pay straight on to the mobile carriers and our telecommunications provider.

• Phone number rental is charged monthly in advance and is not refundable for the current month. Cancel a number and it stops billing the following month.
• Carrier registration (10DLC) is not refundable once submitted. The carriers charge us for the registration whether they approve it or reject it, and that fee does not come back to us.
• If the carriers reject your registration, we will tell you why and help you correct and resubmit it. A resubmission is charged again by the carriers.

4. Monthly platform access

• Platform access is billed monthly in advance and can be cancelled at any time, effective from the following month.
• We do not refund part of a month that has already begun, because the account, its numbers and its data have been available to you throughout it.
• If you were charged after cancelling, that is our mistake and we refund it in full.

5. When we refund regardless

The rules above are about change of mind. They do not apply when the fault is ours. We will refund you where:

• you were charged twice, or charged after cancelling;
• you were charged for something you did not order;
• we could not deliver the service you paid for and could not put it right in reasonable time;
• a fault on our side consumed your credits — for example messages sent in error by us. We return the credits, and refund them if you would rather have the money.

Nothing in this policy limits rights you have under the law of your own country that cannot be limited by agreement.

6. How to ask for a refund

• Email admin@clentrix.com from the address on your account, or call (409) 797-6122.
• Tell us which charge you mean and roughly what happened. You do not need an invoice number, though it helps.
• We reply within two business days and, where a refund is due, send it back to the card or account you paid from. Your bank usually takes a further five to ten business days to show it.
• If you paid through a reseller or payment provider acting on our behalf, their own buyer terms apply as well, and the refund is processed by them.

7. Chargebacks

Please talk to us before raising a chargeback with your bank. A chargeback takes weeks to resolve and usually suspends the account while it runs, which stops your campaigns. An email gets it sorted faster, and we would rather refund you than argue about it.

8. Questions

Clentrix Solutions LLC — admin@clentrix.com — (409) 797-6122. See also our Terms of Service and Privacy Policy.