Refunds

A refund returns money you have already paid us, in full or in part. Refunds are deliberately not self-serve: every one is issued by our team against a specific invoice, with the reason recorded, and the payment provider has to confirm it before we treat the money as returned.

What can be refunded

A refund is always attached to one payment — a row in the Invoices table on the billing page. Before anything is sent to the payment provider, the request is checked against four rules:

• The payment must have settled. An invoice that is still Open, Draft or Failed has taken no money, so there is nothing to return.
• The amount must be greater than zero.
• The amount cannot exceed what is still refundable — the amount paid, minus anything already refunded on that same payment.
• A payment that has already been refunded in full cannot be refunded again.

Those are the only checks the product itself makes. It enforces no deadline of its own: whether we refund a particular payment, and how much of it, is a commercial decision our team makes case by case under the Terms of Service.

How to ask for a refund

What a refund does to your subscription

The effect on your access is decided by the kind of refund, not chosen separately. This is the whole table:

When a refund ends the subscription, the assistant stops answering, dedicated numbers rented through OMAI are released, and the account drops to the same read-only state as any other cancellation. Your organization, conversations and knowledge base are kept, and you can subscribe again later.

What you receive

• The invoice row changes status to refunded or partially_refunded, and records the amount returned.
• For accounts billed in shekels, a credit note (תעודת זיכוי) is issued for the refunded amount. It is sent to the invoice email address on the account; it is not added to the invoice table in the dashboard, so ask us if you need another copy.
• An email titled “Your OMAI refund has been issued”, stating the amount and whether the subscription ended.
• The money itself, back on the card that was charged. It usually appears on your statement within a few business days, depending on your card issuer.

When a refund takes longer

We call the payment provider exactly once for a refund and never retry that call automatically. If the call cannot be made or the provider refuses it, the request is not dropped: it is recorded as an outstanding refund with the provider’s own reason attached, and a person completes it. You are told when it is done.

The usual causes are:

• The provider refuses the call — most often because the merchant balance cannot fund the refund that day.
• Refunds are temporarily switched off, or billing changes are frozen while an incident is handled.
• The payment was taken through a payment link rather than a saved card, so it has to be refunded by hand in the provider’s own system.
• The original transaction reference needed for the refund is missing from the payment record.

The one refund that is automatic

If you buy a dedicated phone number and the provisioning then fails, the first month is refunded in full without you asking. If that automatic refund cannot be completed with the provider, it is recorded as outstanding and finished by hand — the add-on is cancelled either way, so you are never left renting a number that was never delivered. See Buying a number.

What we do not do

• Account credit does not exist. We return money to the card; we do not hold a balance for you.
• Card disputes and chargebacks are not handled inside the product. If you are considering one, write to us first — a dispute is not treated as an ordinary refund and we keep the transaction evidence.
• A refund does not restore a plan period. Once a subscription has ended, starting again means a fresh checkout.