Refund Policy
1. Overview
Refund eligibility depends on the product, activation, allocation, use, disclosed third-party costs, and applicable law. This policy never overrides mandatory refunds or cancellation rights.
2. First 24 hours
Customers may request cancellation or a refund within 24 hours after purchase. Tikatel will review the request, whether service was activated or used, and whether agreed, lawful, non-recoverable charges arose. This is not a promise of an unconditional full refund.
3. Activated and consumed services
Charges for validly delivered or consumed service, including calling, messaging, AI processing and activated or allocated numbers, are generally non-refundable unless law or the applicable agreement requires otherwise.
4. Recurring services
Month-to-month services may be cancelled subject to the accepted agreement and mandatory rules. A requested 30-day notice is administrative and does not create a prohibited fee or additional billing period. Required proration and credits will be provided.
5. Third-party and custom provisioning
Non-recoverable vendor or provisioning charges may be retained only where disclosed, agreed, and lawful. Vendor restrictions alone do not eliminate statutory customer rights.
6. Equipment
Equipment purchases, rentals, financing and subsidies are governed by the accepted equipment agreement and applicable warranty and consumer rights. Service cancellation does not automatically discharge valid separate equipment obligations.
7. Prepaid balances and billing errors
Unused prepaid credits are not automatically forfeited. Duplicate, unauthorized or incorrect charges and failures to deliver agreed services will be investigated and corrected as required.
8. Request process
Send the account identifier, service/order details and requested cancellation date to customerservice@tikatel.ca. Tikatel may verify authority before making account changes.