> ## Documentation Index
> Fetch the complete documentation index at: https://help.withallo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Refund policy

> When Allo refunds a charge, and how to request one

## What we refund

We refund charges that shouldn't have happened, in full:

* **Billing errors** on our side
* **Duplicate charges** for the same subscription
* **Charges after a cancellation** you completed before the billing date
* **A charge right after your trial** when you intended to cancel: tell us within a few days of the charge and we'll make it right

## What we don't refund

* **Partial billing periods**: when you cancel, you keep access until the end of the period already paid, and that period isn't refunded
* **Annual plans after the first 7 days**: annual subscriptions are commitments. Contact support within 7 days of the annual charge for special cases
* **Usage already consumed**: international calling credits are non-refundable
* **Accounts closed for fraud or abuse** of our [terms of service](https://withallo.com/terms)

## How to request a refund

<Steps>
  <Step title="Contact support">
    Use the chat widget on [web.withallo.com](https://web.withallo.com) or email [support@withallo.com](mailto:support@withallo.com).
  </Step>

  <Step title="Include the details">
    The email address of your account, the date and amount of the charge, and a word about what happened.
  </Step>

  <Step title="We review and process">
    Eligible refunds are processed quickly, usually within a few business days. Your bank can then take 5 to 10 business days to make the money visible on your statement.
  </Step>
</Steps>

<Note>
  **Subscribed through Apple or Google?** App Store and Play Store payments are controlled by Apple and Google: refund requests go through them directly, and they make the decision. [How to request an Apple refund](https://support.apple.com/en-us/118223) · [How to request a Google refund](https://support.google.com/googleplay/answer/2479637)
</Note>

## Double charge that isn't one

Two charges close together are sometimes both legitimate: adding a seat mid-cycle generates a prorated charge on top of your regular invoice, and having subscriptions on two platforms (app and web) bills twice. Check **Settings > Billing** and your invoices first: [Billing and payments](/en/billing/billing-and-payments). If it still looks wrong, contact us with both transaction dates and we'll investigate.