Refund & Cancellation Policy

CallMama plans and number rentals are sold on an automatic-renewal basis. When you subscribe, you authorise CallMama and our payment processor, Stripe, to charge your payment method automatically at the start of each billing period (for example each month or each year) until you cancel.

Before you pay, the price, the renewal interval, and the fact that the plan renews automatically are shown next to the payment button. After you pay, we email you a confirmation that restates these terms and how to cancel.

• You can cancel at any time in your CallMama account settings, online or in the app — in roughly the same number of steps it took to subscribe.
• We do not require you to phone us, and there is no cancellation fee.
• Cancelling stops future automatic charges. Your plan stays active until the end of the period you have already paid for, unless the law gives you an earlier right (see section 4).
• If you have trouble cancelling, email support@callmama.com and we will process it.

If we change the price of a renewing plan or change a material term, we will give you at least 30 days' advance notice by email or in-app notification before the new price takes effect, and a chance to cancel before the change applies.

If you are a consumer in the EU or the UK, you have a 14-day right to withdraw from a distance contract, without giving any reason. The 14 days start on the day you enter into the contract (the date of purchase). To exercise your right, email support@callmama.com within 14 days of your purchase and tell us you are withdrawing. You can use the following wording: "I hereby withdraw from my contract for the CallMama plan purchased on [date]."

If you ask us to start the Service during the 14-day cooling-off period, we will charge you a proportional amount for the Service used up to the point of withdrawal, calculated as: (days used ÷ total days in billing period) × plan price. Any remaining amount will be refunded to your original payment method within 14 days of your withdrawal request.

Some items fall outside the withdrawal right: prepaid credit that has already been used to make calls or send messages cannot be refunded once used.

Subscription fees

Subscription fees already charged for a current billing period are generally non-refundable once the period has started, except where this policy or the law provides otherwise. Where a refund is due, we will process it to your original payment method within 14 days for EU and UK users, and within 30 days for all other users. We will not substitute account credit for a cash refund without your consent. We may offer account credit as an alternative to a cash refund for minor service disruptions — for example, where the Service was unavailable for more than 4 hours in a billing period due to our fault. If you prefer a cash refund, you can always request one instead of credit.

Prepaid calling credit

Prepaid credit is used to pay for usage at the rates shown and is generally non-refundable once used, except where required by law or where credit was added in error and not used. Unused prepaid credit expires 12 months after the last top-up or usage activity on your account, whichever is more recent. We will email you a reminder at least 30 days before your credit expires. Expired credit cannot be reinstated. If you believe credit expired incorrectly, contact support@callmama.com within 30 days of expiry.

Faulty or undelivered service

If you were charged for something you did not receive, or the Service failed in a way that is our responsibility, you are entitled to a remedy and we will make it right. Where the Service was substantially unavailable for 24 or more consecutive hours in a billing period due to a fault on our side — not due to planned maintenance, internet outages, or third-party carrier issues — we will offer you a pro-rated credit or refund for that period. Contact support@callmama.com with your account details and the dates affected.

If you bought a subscription through the Apple App Store or Google Play, that store processed the payment and the store's own refund and cancellation rules also apply. Manage or cancel that subscription through your App Store or Google Play account settings. Refund requests for those purchases go directly to the store — Apple and Google each have their own refund review process and CallMama cannot override their decisions. If you are unsure whether a charge came from CallMama or the store, email support@callmama.com and we will help you identify it.

If you see a charge you do not recognise, contact support@callmama.com before raising a dispute with your bank or card provider — most issues are identified and resolved within one business day. If you raise a chargeback with your bank without contacting us first, we may be unable to resolve the matter before the bank's deadline and you may lose the benefit of an immediate remedy from us. Where a chargeback is raised, your account may be suspended pending investigation. If a chargeback is found to have been raised fraudulently or where a valid refund had already been provided, we reserve the right to recover the amount from you and to terminate your account. Your statutory rights as a consumer are not affected by this policy.

CallMama will not be liable for any failure or delay in processing refunds or cancellations where that failure or delay results from circumstances beyond its reasonable control, including payment processor outages, banking system failures, acts of government, natural disasters, or any other event that could not reasonably have been anticipated. We will process any affected refunds as soon as the event is resolved.

support@callmama.com
Callmama Limited, 8/F., China Hong Kong Tower, 8-12 Hennessy Road, Wan Chai, Hong Kong.
Billing and legal queries: legal@callmama.com

Refund timelines. Where a refund is due, we will process it within 30 days of your request. Once processed, the time for funds to appear in your account depends on your bank and typically takes 5–10 business days.

Cancellation. You can cancel your CallMama subscription at any time in your account settings as described in Section 2. There is no cancellation fee.

This policy is governed by and interpreted in accordance with the laws of the Hong Kong Special Administrative Region, consistent with the Terms of Service. This does not affect any mandatory consumer rights you have under the laws of your country of residence.