Cancellation and Refund Policy

Telp is a product provided by Artifision. For purchases billed through Paddle, Paddle acts as Merchant of Record and authorized reseller: the buyer transacts with Paddle, which operates checkout, charges the buyer, calculates applicable tax, issues the payment document and processes an approved refund to the original payment method.

Use of the Telp product is governed by our Terms of Service, while a Paddle purchase, payment and statutory buyer rights are also governed by the Paddle Buyer Terms and Paddle Refund Policy. Mandatory law and any more favorable rights provided by Paddle take precedence where applicable.

For a company using Shopify billing, you approve and pay for the Telp purchase through Shopify and review billing records in your Shopify admin. An existing paid Paddle subscription remains with Paddle after you connect a Shopify store. Follow the process for the billing method shown for your purchase.

You can cancel a Shopify subscription from the Billing page in Telp. After cancellation is confirmed, future renewal stops and Telp access continues until the displayed end of the current period. Cancellation does not itself refund a period that has already started.

To request a refund for a Shopify charge, email [email protected] or use Get support for Telp in your Shopify admin. Include your store address, the charge amount and date, a bill reference if available and the reason for your request. Telp reviews the request; an approved refund is processed through Shopify under its billing rules.

The Paddle portal and Paddle Refund Policy do not apply to purchases billed through Shopify. Cancellation and a refund request are separate processes. All mandatory buyer rights continue to apply.

A subscription automatically renews for another billing period until canceled. You may cancel at any time through the Paddle customer portal, the link in your Paddle transaction email, Paddle buyer support, or by contacting [email protected].

Cancellation normally takes effect at the end of the current paid period and access remains available until then, unless Paddle, mandatory law or a separate agreement requires otherwise.

Cancellation stops future renewals but does not by itself refund a period that has already started.

Submit a request promptly through your Paddle transaction email, Paddle customer portal, paddle.net, or by emailing [email protected]. Include the email used for the purchase, the date and the Paddle transaction or invoice number. Statutory deadlines vary by country and buyer type; some consumer purchases include a 14-day withdrawal right or another local period.

Paddle verifies the transaction and processes refunds as Merchant of Record. Telp may provide Paddle with product-delivery and usage information and recommend a full or partial refund, but does not repay the buyer directly. The Paddle Refund Policy and all mandatory buyer rights continue to apply.

When assessing a refund request for a usage credit top-up, we may consider whether the credit has already been consumed or reserved for an AI or voice service that was delivered. An unused top-up may be considered for a refund. The Paddle Refund Policy applies to Paddle purchases; mandatory buyer rights always take precedence regardless of billing method.

Setup, custom integrations and other bespoke services are governed by the proposal or agreement. Completed work and external costs already incurred are normally non-refundable.

If you were charged twice, charged an incorrect amount, or experienced a serious Telp service failure that we did not reasonably remedy, contact us so we can review the transaction and an appropriate correction.

The fastest route is to use the “View receipt”, “Manage subscription” or “Request refund” link in your Paddle transaction email or customer portal, or visit paddle.net. You may also email [email protected]; we will help locate the transaction and pass the request to Paddle.

Paddle normally returns an approved refund to the original payment method. Access associated with the refunded plan, period or top-up may then end. This policy does not limit rights that cannot be excluded by law or any more favorable rights provided under Paddle rules.