We want to be transparent about when refunds are available and when they aren't. Here's the full policy in plain language.
Quick summary
- Subscription charges (monthly or annual): no refunds for past charges, including the most recent one.
- Credit purchases (top-ups): 24-hour cooling-off window if no credits have been used.
- Apple App Store and Google Play purchases: refunds must be requested through Apple or Google. We cannot process them.
- Genuine billing errors on our side (e.g., double charge in seconds due to a system issue): refunded.
Subscription refunds
When you cancel a paid plan, your subscription remains active until the end of your current billing period. The most recent charge — and any past charges — are not refunded. This applies to both monthly and annual plans.
We don't issue partial refunds for:
- The unused portion of an annual plan if you cancel mid-year.
- Unused pages included in your monthly or annual subscription.
- Extra credits added outside the cooling-off period are non-refundable, even if they remain unused on the account.
Why this is the case: when you signed up, you agreed to our Terms of Service which include this refund policy.
Credit purchase refunds (24-hour cooling-off period)
If you purchase additional credits directly from Fax.Plus, you have a 24-hour cooling-off period during which you can request a refund — but only if you have not used any of the credits.
The cooling-off period is voided as soon as you use any of the credits, even partially. After 24 hours, no refund is provided regardless of usage.
To request a credit purchase refund within the cooling-off period, contact support@alohi.com with your account email and the transaction details.
Apple App Store and Google Play purchases
If you subscribed through the iOS app on your iPhone, Apple manages the payment and any refund must be requested from Apple. Visit Apple Support's billing page to file a request.
If you subscribed through the Android app on Google Play, Google manages the payment. Visit Google Play's refund process from your Google account.
We cannot:
- Process refunds for Apple or Google purchases.
- See the details of these transactions on our side.
- Cancel these subscriptions on your behalf.
We can:
- Confirm whether your subscription was purchased via Apple, Google, or directly with us.
- Help you understand which path applies if you're unsure.
Billing errors on our side
If you believe you were charged in error — for example, a double charge within seconds of each other due to a system issue, a charge after a confirmed cancellation, or a charge on a card that isn’t associated with your account — we’ll investigate whether the issue originated on our side.
To report a suspected billing error, email support@alohi.com from the email address on your account with:
- The date and amount of the charge.
- The card or payment method used.
- A screenshot of the bank or card statement showing the charge.
Disputed charges and chargebacks
We strongly prefer that customers contact us first before filing a chargeback. We can typically resolve genuine errors within 1-2 business days, which is faster than a chargeback process.
Annual plan special note
If you purchased an annual plan but intended to buy a monthly plan, contact support@alohi.com within 24 hours of the upgrade and before sending any faxes on the new plan. We will review your request.
For additional details on the Fax.Plus Refund Policy, please refer to our Terms of Service, which you acknowledged and agreed upon signing up.