1. Prepaid plans
Hellio plans are prepaid. Each payment unlocks a set of calling credits for one week or one month.
2. When you can get a refund
- You can ask for a refund of a new plan within 7 days of payment if you have used less than 10% of its credits.
- We refund the unused part of that plan. Credits already used are deducted.
- This applies to your first purchase of a plan, not to renewals already in use.
3. What is not refundable
- Credits or minutes that have already been used.
- Top-up credit packs.
- Phone number fees, including setup and monthly fees.
- Plans suspended for breaking our Terms or Telemarketing Policy.
4. Failed calls
If a call fails because of a technical problem on our side, the credits for that call are added back to your account. Calls that are not answered, go to voicemail or are rejected by the person called are billed as normal under our Terms.
5. How refunds are paid
Payments are made in crypto, so refunds are sent in the same cryptocurrency or stablecoin you paid with, to a wallet address you give us. Network fees may be deducted. We cannot refund to a different payment method.
6. How to ask
Email support@hellio.tech from your account email with your payment date and reason. We reply within 3 business days and send approved refunds within 7 business days.