Refund Policy

This Refund Policy explains the terms and conditions for refunds on Sonafone ("Service"), operated by Cosmo Suite LLC ("Company", "we", "us", or "our").

By using Sonafone and making purchases, you agree to this Refund Policy.

Prepaid Call Credits

Sonafone operates on a prepaid balance system. You add funds to your account before making calls.

General Refund Policy for Credits

Refund Eligibility Criteria

To be eligible for a refund of unused prepaid credits, you must:

1. Have an account in good standing (not terminated for policy violation)
2. Submit a refund request within 90 days of the original purchase
3. Have not violated our Terms of Service or Acceptable Use Policy
4. Provide valid payment information for the refund

Refund Amounts

Processing Fee: A processing fee of up to $2.00 or 5% of the refund amount (whichever is greater) may be deducted to cover payment processing costs.

Minimum Refund Amount

• Minimum refund request: $5.00
• Balances below $5.00 are not eligible for refund

Virtual Phone Number Subscriptions

Virtual phone numbers are billed as monthly subscriptions.

Subscription Refund Policy

Cancellation Process

When you cancel a virtual number subscription:

1. Immediate Cancellation: Subscription is canceled immediately
2. Service Continues: Number remains active until end of current billing period
3. No Pro-Rata Refunds: We do not provide pro-rata refunds for partial months
4. Number Release: At end of billing period, number is released and cannot be recovered

Failed Payments

If payment fails for your virtual number subscription:

• We will attempt to charge your payment method multiple times
• Your number may be deactivated if payment fails repeatedly
• Reactivation may not be possible (number may be reassigned)
• No refunds for periods where payment failed

Failed or Dropped Calls

When Calls Fail to Connect

If a call fails to connect due to issues on our end:

Automatic Credits

We automatically credit your account for calls that fail due to:

• Internal system errors
• Twilio outages
• Call connection failures before ringing

Dropped Calls

If a call drops unexpectedly mid-conversation:

• You are only charged for the time you were connected
• No additional refund is typically provided
• If this is a recurring issue, contact support

How to Request a Refund

Online Request

1. Log into your Sonafone account
2. Navigate to Settings → Billing
3. Select "Request Refund"
4. Provide reason and amount requested
5. Submit request

Email Request

Contact us at support@sonafone.com with:

• Subject: "Refund Request"
• Your account email
• Amount requested
• Reason for refund
• Original transaction details (if available)

Required Information

For all refund requests, please provide:

• Account email address
• Transaction date(s)
• Amount(s) in question
• Reason for refund request
• Any relevant screenshots or evidence

Refund Processing

Timeline

Refund Method

Refunds are processed to the original payment method:

If the original payment method is no longer available, we will work with you to find an alternative.

Non-Refundable Items

The following are NOT eligible for refunds:

Account Closure Refunds

Voluntary Account Closure

If you close your account voluntarily:

1. Request a refund before closing your account
2. Submit refund request through normal process
3. Wait for refund to be processed
4. Then request account closure

Note: Once your account is closed, refund requests are more difficult to process.

Involuntary Account Closure

If your account is terminated by us:

Disputes and Chargebacks

Before Filing a Chargeback

Please contact us first at support@sonafone.com. We're committed to resolving issues fairly and quickly. Filing a chargeback before contacting us:

• Delays resolution
• May result in account suspension
• Incurs additional fees that may be passed on to you

If You File a Chargeback

If you dispute a charge with your bank/card issuer:

1. Your account may be suspended pending resolution
2. We will respond to the chargeback with transaction details
3. If the chargeback is resolved in our favor, you may be charged a $25 chargeback fee
4. Account may be permanently suspended after multiple chargebacks

Special Circumstances

Service Outages

If Sonafone experiences a significant service outage:

• We will evaluate credits/refunds on a case-by-case basis
• Major outages may result in automatic credits
• You will be notified of any compensation

Billing Errors

If you believe there is a billing error:

• Contact us within 60 days of the charge
• Provide details of the suspected error
• We will investigate and correct any errors
• Legitimate billing errors are always corrected

Changes to This Policy

We may update this Refund Policy at any time. Changes will be effective when posted. Material changes will be communicated via email or prominent notice on the Service.

Contact Us

For refund requests or questions about this policy:

Cosmo Suite LLC 525 Randall Ave #245 Cheyenne, WY

Email: support@sonafone.com Website: sonafone.com

Related Policies

• Terms of Service
• Privacy Policy
• Acceptable Use Policy

Last updated: January 2, 2026