Refund Policy

1. General principles

This Refund Policy is issued by Astrorant and describes the conditions and procedures for requesting a refund for services purchased on Astrorant. The Customer acknowledges and accepts that the subscription fee purchased may be refunded, including in cash, in accordance with the criteria described in the following sections and in compliance with applicable law or any specific agreements.

2. Subscription fee

The monthly or annual subscription fee may be partially refunded in case of acceptance of a complaint, based on the unused portion of the subscription fee. The refund calculation takes into account the call minutes actually used by the Customer and operations with telephone operators (such as call forwarding, telephone trunk hosting and other telephone operations). The fee covers platform access, service features, maintenance and updates, in addition to operational costs for managing phone calls.

3. Refund calculation based on minutes used

The subscription fee refund is calculated based on the call minutes actually used by the Customer during the subscription period. Astrorant purchases call minutes in advance for all users through specialized third-party providers and manages operations with telephone operators for services such as call forwarding, telephone trunk hosting and other telephone operations necessary for the service to function. In case of acceptance of a complaint that results in a refund, Astrorant will return the unused portion of the subscription fee, calculated by deducting from the total fee: (a) the proportional cost of call minutes actually used by the Customer; (b) the proportional costs of operations with telephone operators (forwarding, trunk hosting, etc.) used by the Customer; (c) the proportional portion of the subscription fee relative to the service period already provided. The refund may occur through: proportional credit on the subscription fee of the next billing cycle, credit of additional minutes, or extension of the service period in proportion to the refunded amount.

4. Complaint and refund process

To request a refund, the Customer must file a complaint according to the procedures set forth in the "Service Complaints" section of the Terms of Service. Astrorant will evaluate the validity of the complaint and, where possible, communicate the outcome of the evaluation to the Customer within a reasonable time frame. In case of acceptance of a complaint that results in a refund, Astrorant will calculate the unused portion of the subscription fee based on the call minutes actually used by the Customer and the telephone operator operations used, deducting such costs from the total subscription fee. The refund will be paid by credit to the first useful billing cycle or through minutes credit, as established in the previous section.

5. Exceptions and special cases

Astrorant reserves the right to evaluate special cases that may justify a partial or total refund of the subscription fee, such as: prolonged service interruptions not due to scheduled maintenance, significant contract violations by Astrorant, or other exceptional circumstances evaluated on a case-by-case basis. In such cases, the refund will be proportional to the period of service not provided or the damage suffered by the Customer.