Refund & Cancellation Policy

This policy explains how billing, cancellation, and refunds work for By Your Side. It forms part of our Terms of Service.

Merchant of Record

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. Your card or bank statement will show a descriptor such as PADDLE.NET* BYOURSIDE or similar.

How billing works

By Your Side uses a prepaid pay-as-you-go wallet and optional monthly plans:

• Wallet top-ups: you add funds to your wallet, and usage is drawn from it in real time.
• Welcome credit: new accounts receive a $10 welcome credit. It is promotional, non-refundable, and cannot be cashed out.
• Usage rates: $0.20 per minute for inbound calls and $0.25 per minute for outbound calls.
• Phone numbers: free for a 30-day trial, then $5 per month, drawn from your wallet.
• Monthly plans: Starter ($49), Pro ($149), and Business ($299), renewing automatically until cancelled.

All prices are in US dollars and exclude tax, which Paddle calculates and collects at checkout. We will give at least 30 days' notice before any price change takes effect.

Cancelling

You can cancel a monthly plan at any time. The plan stays active until the end of the period you have already paid for, and does not renew after that. You can manage and cancel your plan through the Paddle billing portal linked from your receipts and from your account. You can release a phone number at any time to stop its monthly charge.

Refund eligibility

Because the Service delivers telephone usage in real time, our refund stance is as follows:

• Usage is non-refundable. Call minutes and the rental of a number you have used are consumed in real time and cannot be refunded.
• The $10 welcome credit is non-refundable and cannot be cashed out, as it is promotional.
• Unused wallet top-ups are refundable within 7 days of the top-up, minus any usage drawn since then.
• A recently charged, unused plan renewal is refundable within 7 days of the charge, provided the plan period has not been used.
• Duplicate or erroneous charges are refunded in full.

EU and UK statutory withdrawal

If you are a consumer in the European Economic Area or the United Kingdom, you have a statutory right to withdraw from a distance purchase within 14 days. Because our service begins immediately, you are asked to consent to immediate performance and to acknowledge that you lose the right of withdrawal once the service has been fully performed. By starting to use the Service within the 14-day period, you agree: “I request that the service begins now, and I acknowledge that I will lose my right of withdrawal once the service has been fully performed.” For any part of the service not yet performed, your statutory withdrawal right is unaffected.

Chargebacks

If something looks wrong with a charge, please contact us first so we can resolve it quickly. Opening a chargeback before contacting us can delay a refund and may result in your account being suspended while the dispute is reviewed.

How to request a refund

Email support@byourside.ai with your Paddle transaction ID (shown on your receipt). Once a refund is approved, Paddle issues it to your original payment method, usually within 5 to 10 business days, depending on your bank.

Contact

Billing and refund questions: support@byourside.ai. General support: support@byourside.ai.