Refund & Cancellation Policy

The Monthly Service Fee is an ongoing service fee and is separate from call, messaging and other usage-based charges unless expressly stated otherwise in writing.

The Monthly Service Fee contributes to the fixed and ongoing costs incurred by DPACC.AI in providing and maintaining the service, including third-party platform and technology licensing, CRM and communications infrastructure, account maintenance, service delivery, administration, support and operating costs.

These costs may continue while a client's service remains active or during an agreed minimum service or campaign period.

A client's decision not to use the service, delay a campaign, make no calls, make limited use of the service, fail to provide required information or materials, or otherwise choose not to make use of services made available to them does not by itself constitute cancellation.

Non-use does not suspend or remove a Monthly Service Fee or other payment obligation that has been properly agreed and remains payable under the applicable service terms.

Subject to any rights or remedies that cannot lawfully be excluded, non-use or delayed use of an available service does not by itself create an entitlement to a refund.

Where a proposal, quotation, assessment, reactivation report, order or other service-specific document specifies a minimum service or campaign period, the client agrees to that minimum period when they proceed with the service.

A request to cancel during an agreed minimum period does not automatically remove payment obligations that apply to that minimum period.

Unless the applicable service-specific terms provide otherwise, cancellation during a minimum service or campaign period will take effect at the end of that minimum period, and amounts properly due for the agreed minimum period remain payable.

Where no minimum service or campaign period applies, a client may request cancellation of an ongoing DPACC.AI service by emailing [email protected].

Unless different cancellation terms have been clearly disclosed and accepted, cancellation will take effect at the end of the client's current paid billing period.

The client will continue to receive the applicable service until the cancellation becomes effective. No new Monthly Service Fee will be charged for a billing period beginning after the effective cancellation date.

A cancellation request does not retrospectively remove service charges, usage charges, additional work or other amounts properly incurred before the effective cancellation date.

Except where required by law or expressly provided by the applicable service-specific terms, DPACC.AI does not provide refunds solely because a client:

• changes their mind;
• chooses not to use or makes limited use of an active service;
• delays or decides not to proceed with an available campaign or service feature;
• fails to provide information, data, content, approvals, access or other materials reasonably required to deliver the service;
• requests cancellation during an agreed minimum service or campaign period; or
• voluntarily cancels during a current paid billing period.

A refund is not payable merely because a client has not used a service that remained established, maintained or available to them.

Call, messaging and other metered usage charges are separate from the Monthly Service Fee unless expressly stated otherwise in writing.

Where a proposal, assessment or reactivation report identifies an estimated usage or call cost, that figure is an estimate only and may be based on factors including the number of contacts supplied, anticipated call volumes, expected call duration, campaign assumptions and applicable usage rates.

Actual usage charges are based on the actual calling, messaging or other usage incurred. Actual charges may therefore be lower or higher than an estimate.

The client remains responsible for all properly incurred usage charges associated with their campaign or account.

Where call or other usage costs are separately chargeable, the client must add and maintain their own valid payment method within the applicable DPACC.AI Voice AI account or other designated billing facility.

The client must ensure that the payment method remains valid and has sufficient available funds or credit to meet usage charges as they are incurred.

DPACC.AI is not required to place its own payment method against a client's usage or to fund, advance, finance or carry a client's call, messaging or other usage costs.

Usage-based campaign activity is not required to commence, or may be suspended, where the required client payment method is not active or does not have sufficient available funds or credit to meet usage charges.

DPACC.AI may immediately suspend calling, messaging or other usage-based campaign activity where reasonably necessary to prevent DPACC.AI from being exposed to charges that are the client's responsibility.

This includes circumstances where a required payment method is removed, cancelled, blocked, declined, expires, becomes unavailable, or has insufficient available funds or credit to meet usage charges.

Suspension for a client payment or usage-risk issue does not itself cancel properly accrued Monthly Service Fees, usage charges or other amounts already due and does not by itself create an entitlement to a refund.

Campaign activity may resume once the relevant payment issue has been remedied and DPACC.AI is reasonably satisfied that further client usage will not create financial exposure for DPACC.AI in respect of charges that are the client's responsibility.

Where a client agrees to an ongoing recurring service, the client authorises DPACC.AI or its payment provider to process the applicable recurring service charges on the agreed billing date using the payment method provided by the client.

The recurring amount, billing arrangement and any minimum service period will be disclosed in the relevant proposal, quotation, assessment, reactivation report, order, payment page, agreement or other service documentation provided before or at the time the client proceeds.

Where DPACC.AI proposes a change to an ongoing recurring service charge, reasonable prior written notice will be provided before the changed amount takes effect. Any cancellation right associated with that change remains subject to an existing minimum service period or other service-specific terms already accepted by the client.

If an amount properly due for an active DPACC.AI service is not paid, DPACC.AI may suspend or restrict the affected service in accordance with the Terms & Conditions and applicable law.

Suspension or termination for non-payment does not automatically extinguish amounts properly due or incurred before the suspension or termination date and does not by itself create an entitlement to a refund.

Some DPACC.AI services, campaigns or specially negotiated arrangements may have additional written terms, minimum service periods, usage commitments, payment arrangements or cancellation provisions.

Where service-specific terms have been clearly disclosed and accepted, those terms must be read together with this Refund & Cancellation Policy and the DPACC.AI Terms & Conditions.

Where there is an inconsistency, specifically agreed client terms will apply to the extent permitted by law.

Questions about this policy or cancellation requests can be submitted to: