Call io Payment, Cancellation and Refund Policy

Call io

Payment, Cancellation and Refund Policy

Last Update: May 11, 2026

This Payment, Cancellation and Refund Policy is a binding agreement between you (referred to herein as “User”, “You” or “Your”) and Getverify LDA, a company incorporated under the laws of Portugal, located at Avenida do Infante, no. 50, 9004-521 Funchal, Madeira, Portugal and where applicable its subsidiaries, affiliates and related corporations (referred to herein as “Call io”, “the Company”, “we”, “us” or “our”), concerning your access to and use of Call io’s Services (as defined in the Terms of Service) via Call io website (https://Call.io), related features and services, and other linked channels, mobile websites or applications (collectively, the “Platform”).

PLEASE READ THIS POLICY CAREFULLY AS IT CONTAINS IMPORTANT INFORMATION AND AFFECTS YOUR LEGAL RIGHTS. BY USING THE SERVICES OR CLICKING “AGREE” OR “CONTINUE”, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THIS POLICY AND CALL IO’S TERMS. IF YOU DO NOT AGREE WITH THE TERMS, YOU SHOULD IMMEDIATELY DISCONTINUE USING THE PLATFORM AND SERVICES.

This Policy applies to all purchases made through (i) the Call io web Platform, (ii) Apple App Store, or (iii) Google Play Store (collectively, the “Sales Channels”). Certain provisions apply only to the channel through which You made Your purchase.

Due to the nature of the Services as described in the Terms of Service and this Payment, Cancellation and Refund Policy, payments are processed instantly upon submission, through credit card, mobile payment, or in-app purchase, as determined at Our discretion. For the avoidance of doubt, You may choose to use our Services by authorizing us to charge fees, pre-authorisation, subscription fees and payment purposes to Your selected payment method including credit card, mobile payment, in-app or similar as selected by You at the payment screen that We permit from time to time. All digital content and Services are deemed fully delivered and consumed upon electronic availability.

Call.io may offer purchases through Subscription Plans, Token packs, Assistant Number-related entitlements, usage-based limits, and other paid features displayed on the Platform or relevant Sales Channel. A Subscription Plan may include access to the AI Assistant, Assistant Number functionality, call handling, Outcall functionality where enabled, AI processing and other usage allowances. Token packs are one-time purchases used for eligible additional usage after applicable Subscription Plan Usage Limits are exhausted. The Service will be deemed to have fulfilled its performance and its responsibility will end when it is delivered electronically in terms of the product features offered. In disputes that may arise regarding this contract, the courts of England and Wales are exclusively authorized and the applicable law is the laws of England and Wales.

Where applicable, payments for purchases made via the Call io web Platform may be processed and billed by Z3P LLP (“Zotlo”) acting as our Merchant of Record or by any other duly appointed reseller or intermediary.

Your payment confirmation or invoice will identify Zotlo or another duly appointed intermediary as Merchant of Record where applicable.

1. Purchase

1.1. General Purchase Terms

1.1.1 Call.io makes the Services available through one or more of the following commercial models, alone or in combination, depending on the offer, paywall, country, Provider, platform and Sales Channel: (i) recurring Subscription Plans, which grant time-limited access to a defined Usage Limit and feature set; (ii) Assistant Number provisioning, which is bundled with an active Subscription Plan and is governed by the Terms of Service on a non-ownership basis; and (iii) Tokens, being one-time, prepaid, consumable in-app purchases that grant additional usage beyond the applicable Usage Limit. There is no separate fee charged for Assistant Number provisioning beyond the Subscription Plan, except where expressly stated on the Platform.

1.1.2 All purchases are subject to applicable taxes, payment processor terms, and any supplemental conditions of the respective Sales Channel or Merchant of Record.

1.1.3 By completing the purchase of a subscription, You authorize Call io and its payment processors or agents to automatically charge recurring subscription fees at the start of each Subscription Period until You cancel.

1.1.4 All fees are charged at the time of transaction using Your selected payment method. You authorize Call io and its authorized payment processors to charge all applicable fees, including taxes, duties, and surcharges.

1.1.5 Call io accepts multiple forms of payment, including major credit/debit cards, digital wallets, and Platform-specific billing methods. You are solely responsible for complying with the terms of any third-party payment provider and for all charges incurred.

1.1.6 Call io does not store payment credentials. All financial data is processed and stored exclusively by licensed third-party payment service providers.

1.2. Web Platform Purchases

Payments may be processed and invoiced by Zotlo as the authorized Merchant of Record and reseller, or by another duly appointed intermediary. Your order confirmation or invoice will identify the relevant Merchant of Record.

1.3. Purchases via third party app stores

You can make a Purchase by following the instruction in a third-party app store on which the App is made available, such as Apple App Store and Google Play Store (an “App Store”) and via web. Please refer to the App Store T&Cs for the relevant time period for cancellations and for more information on how to do this.

-Apple App Store Purchases

If You purchased a subscription through the App Store, renewal, cancellation, and refunds are governed solely by the App Store’s terms. Call io cannot cancel or refund such subscriptions.

-Google Play Purchases

If You purchased a subscription through the Google Play Store, renewal, cancellation, and refunds are governed solely by the Google Play Store’s terms. Call io cannot cancel or refund such subscriptions.

1.4. Purchase Period

For purposes of this Policy, the term ‘Subscription Period’ means the recurring billing cycle associated with Your Subscription Plan (e.g., weekly or monthly), as displayed at the time of purchase and on the Platform. Each Call io Subscription Plan is a recurring subscription that renews automatically at the beginning of each Subscription Period, as displayed at the time of purchase (e.g., weekly, monthly). Renewal fees are automatically charged to Your selected payment method. Subscriptions continue until cancelled in accordance with this Payment, Cancellation and Refund Policy. Subscription Plans are recurring and renew automatically until cancelled in accordance with this Policy. In addition to Subscription Plans, the User may purchase Tokens, which are one-time, consumable in-app purchases that do not auto-renew. Tokens are not a subscription, not a wallet balance, and not a stored-value or pre-paid payment instrument. Where offered, free or discounted trial availability may vary by country, and unless You cancel before the end of the applicable trial period, Your trial will automatically convert to a paid subscription and the applicable fees will be charged to Your selected payment method.

1.5. Token Purchase

(a) Tokens are one-time, prepaid, consumable in-app purchases offered through Sales Channel. Tokens are bound to the User’s Call.io account and are not redeemable for cash or transferable to any other account, person, device or Service.

(b) Token pricing may be displayed in U.S. dollars on the Platform; the actual amount charged is determined by the Sales Channel in the User’s local currency.

(c) Tokens may be purchased while an Assistant Number is in a Grace Period or in suspension. Consumption of Tokens may, however, require an active or reactivated Subscription Plan.

(d) Tokens persist in the User’s account until consumed, except where Applicable Law or anti-abuse rules expressly provide otherwise. Tokens are not characterised, and shall not be characterised by the User, as electronic money, payment instrument, wallet balance, prepaid card or other regulated payment product. Tokens are consumed only after the applicable Usage Limit for a particular Service component has been depleted. Tokens are consumed automatically and without further per-event confirmation, at the consumption rate displayed on the Platform.

(e) Any partial-unit consumption shall be rounded up to the nearest whole consumption unit.

(f) If a Usage Limit is exhausted while a call (including an Outcall) is in progress and the User has no Token available for that Service component, the call in progress shall be permitted to complete; subsequent calls or Outcall attempts may be blocked until the User purchases sufficient Tokens or the Subscription Plan is reactivated.

(g) Tokens shall be consumed only for the Service component for which they were sold; Tokens shall not cross between Service components unless expressly stated on the Platform.

Except where mandatory applicable law or mandatory Sales Channel rules require otherwise, Token purchases are final and non-refundable once credited to Your account. Tokens have no cash value, are not redeemable for money or credit, are not transferable, are not exchangeable, and are not electronic money, stored value, a wallet balance or a payment instrument.

1.6. Purchase Price Change

Call.io may from time to time change Subscription Plan prices, plan scope, Usage Limits, Token pricing, Token consumption rates and other commercial terms. Any such change shall apply prospectively only and shall not apply retroactively to purchases or renewals already completed. For existing Subscription Plans, a price change shall take effect on the next renewal. Where the User does not accept a price change, the User’s sole remedy is to cancel the Subscription Plan before the next renewal date through the relevant Sales Channel. Call.io shall have no obligation to refund any subscription fee on the basis of non-acceptance of a price change. Notices may be provided through the Platform, by email, in-app, on the paywall, or through the relevant Sales Channel.

1.7. Suspension for Non payment

We and/or the relevant App Store may immediately suspend Your access to the Services and Platform if your Purchase is not paid, until such time as the full amount has been paid. If any amount remains unpaid following Our notice to You, We may end Your rights under this Payment, Cancellation and Refund Policy.

All payments made are non-refundable and non-transferable except as expressly provided in this document.

1.8. Consumer Withdrawal and Immediate Supply

All purchases are final, non-refundable, non-transferable and non-cancellable, and no cooling-off, withdrawal, reversal, or refund right shall apply, except to the extent such right cannot lawfully be excluded under applicable law. Where the Product constitutes digital content and/or digital services supplied electronically and made available immediately after payment, by completing the purchase flow and accessing, downloading, activating, provisioning, assigning, reserving, streaming, or otherwise using any part of the Product, You expressly request and consent to immediate performance.

To the fullest extent permitted by applicable law, once such immediate performance begins, any cancellation, cooling-off, or withdrawal right that might otherwise apply shall cease to apply.

For the avoidance of doubt, where the Product includes a Second Number, the assignment, reservation, provisioning, activation, or making available of that number in Your account shall constitute commencement of performance and immediate supply of digital content and/or digital services, as applicable, irrespective of whether You thereafter place, receive, send, or view any call or message through that number.

Call.io’s system records, and where applicable the records of its payment processors, sales channels, Merchant of Record, or relevant Providers, including timestamps evidencing transmission, provisioning, assignment, reservation, activation, first access, first availability, or first use, shall constitute prima facie evidence of supply and commencement of performance, save in the case of manifest error.

1.9. Cancellation

You may cancel Your Subscription Plan at any time in accordance with the cancellation process of the applicable Sales Channel.

If You cancel Your subscription, the cancellation takes effect at the end of the current Subscription Period. No refunds or credits will be issued for partial Subscription Periods or unused Services unless required by Applicable Law. You will continue to have access until that time. Cancellation does not entitle You to a refund for charges already processed, including renewal charges incurred prior to cancellation.

1.10. Refunds

Without limiting the foregoing, no refund, credit, reimbursement, exchange or compensation shall be available on the basis of: (a) Tokens once credited to the User’s account; (b) Assistant Number provisioning, retention, suspension, release or replacement; (c) carrier-level fees, USSD activation costs, voicemail-redirect failures, call-forwarding fees or any operator-side charge; (d) device incompatibility, network outage, firewall restriction, VoIP block, country restriction, route limitation or other technical issue beyond Call.io’s reasonable control; (e) Outcall failure attributable to the destination, route, country, Provider or carrier rules; (f) Custom Greeting changes, moderation or removal; (g) AI-generated outputs, summaries, classifications or assistant behaviour; (h) non-acceptance of a price change (the sole remedy is cancellation prior to the next renewal); or (i) suspension or termination based on abuse, mass-calling, fraud, sanctions or violation of these Terms.

Apple Store: To request a refund, follow these instructions from Apple.

If You use a computer:

1. Sign in to reportaproblem.apple.com

2. Tap or click “I’d like to,” then choose “Request a refund”

3. Choose the reason why You want a refund, then choose Next

4. Choose the app, Purchase, or other item, then choose Submit

If You use an iOS device:

1. Go to App Store App on Your mobile and click on Your Apple ID

2. Select Purchase History, find the transaction and tap Report a Problem

3. Select Report a Problem to the right of the purchase and select the reason why You are requesting a refund

Google Play: To request a refund, follow these instructions from Google.

1. Go to play.google.com.

2. At the top right, click Your profile icon.

3. Select Payments & Purchases and then Budget & order history.

4. Find the order You want to return.

5. Select Request a refund or report a problem.

6. Choose the option that describes Your situation.

7. Complete the form and note that You’d like a refund.

8. You’ll get a message that says “Thank You for sharing Your concerns.” You’ll also receive an email with a refund decision.

If Your purchase was processed by our reseller and merchant of record, Zotlo, all billing, cancellation, and refund matters are administered by Zotlo. You may (a) submit a cancellation or refund request at any time via https://dashboard.zotlo.com/ by signing in with the same email address used for the purchase; (b) alternatively, contact support@zotlo.com; and (c) for general purchase, payment, cancellation, or refund inquiries please email to support@zotlo.com. Zotlo’s registered details are: Z3P LLP, 5th Floor, 86 Jermyn Street, London, SW1Y 6AW, United Kingdom. You agree that (i) Zotlo may require reasonable verification (including purchase email and transaction details) to authenticate your request; (ii) eligibility, timing, and method of any refund are determined by Zotlo’s applicable policies and the terms presented at the paywall.

Refund requests related to call-forwarding fees, operator charges, USSD activation costs, or carrier-level restrictions cannot be granted, as such fees are imposed solely by Your mobile operator and are outside Call io’s control. Call io has no visibility into Your operator’s pricing, and You remain solely responsible for all such charges.

Refunds will not be granted due to dissatisfaction with AI-generated outputs, call summaries, classifications, or assistant behavior.

1.11. Operational Rules

If a Usage Limit is exhausted while a call (including an Outcall) is in progress, the call in progress shall be permitted to complete. Subsequent calls or Outcall attempts may be blocked until the User purchases sufficient Tokens or the Subscription Plan is reactivated, in accordance with the Terms of Service. Subscription Usage Limits do not roll over between billing cycles and shall expire at the end of the relevant cycle. Tokens persist in the User’s account until consumed, except where Applicable Law, anti-abuse rules or the rules of the relevant Sales Channel expressly provide otherwise.

1.12. Governing Terms and Precedence

This Payment, Cancellation and Refund Policy constitutes an integral and inseparable part of the Terms of Service, as amended from time to time. The Terms of Service govern all purchases, payments, and use of the Services by the User. In the event of any inconsistency or conflict between this Payment, Cancellation and Refund Policy and the Terms of Service, the terms of this Payment, Cancellation and Refund Policy shall prevail to the extent of such inconsistency.

Capitalized terms not defined herein shall have the meanings assigned to them in the Terms of Service, as amended and in force from time to time.

1.13. Changes to this Payment, Cancellation and Refund Policy

This Payment, Cancellation and Refund Policy may be updated, amended, or modified from time to time at the sole discretion of Call io by posting the revised version on the Platform. The most recent version shall apply as of its effective date and supersede all prior versions. Your continued use of the Platform or Services after such update constitutes your acceptance of the revised Payment, Cancellation and Refund Policy.

If You have any further questions about Payment, Cancellation and Refund Policy, please get in touch with Us via the chat functionality on Our website or e-mail at support@call.io