A clear, predictable policy on when we issue refunds. No fine print, no run-around. If something is wrong, we make it right.
Summary. New customers get a 7-day money-back guarantee on their first subscription. After that, you can cancel any time and you keep the service until the end of your current billing period. Service outages of more than 24 hours qualify for a pro-rated credit. We process approved refunds within 5–10 business days.
This policy applies to all paid subscriptions to Lendline cloud phone numbers, billed by Eleven Labs LLC. It supplements (and where it expressly says so, overrides) the refund language in our Terms of Service.
If you are a new customer and you are not satisfied with the Service, you may request a full refund of your first subscription payment within seven (7) days of the initial charge, provided that:
The guarantee applies once per customer. It does not apply to renewals or to additional numbers added after the first.
You may cancel your subscription at any time from your account dashboard. When you cancel:
Closing your account does not automatically cancel your subscription. Cancel the subscription first, then close the account.
If the Service is unavailable for a continuous period of more than 24 hours due to a confirmed Lendline-side issue, you are entitled to a pro-rated service credit equal to the affected period, applied to your next invoice. For outages of more than 7 consecutive days you may instead request a refund of the affected period.
Outages caused by upstream carriers, force majeure events, scheduled maintenance announced in advance, or your own breach of the Acceptable Use Policy do not qualify.
If you initiated a paid number transfer that failed for technical reasons attributable to Lendline (and not to the recipient declining or letting the link expire), any fees specifically charged for that transfer will be refunded in full. Standard subscription fees are not affected.
The following are not eligible for refund, except where required by applicable consumer protection law:
Send an email to billing@lendline.com from the email address registered on your Lendline account. Include:
We will acknowledge your request within two (2) business days and let you know whether it is approved, denied, or needs additional information.
Approved refunds are issued to the original payment method. Once approved, the refund is initiated within five (5) business days. Depending on your bank or card issuer, the funds typically appear on your statement within 5 to 10 business days from initiation.
Refunds for payments processed by our payment provider are subject to that provider's processing windows, which are outside our control.
If you have a billing concern, please contact us first at billing@lendline.com. We will work in good faith to resolve any legitimate issue quickly.
Filing a chargeback or payment dispute without first contacting us may result in your account being suspended pending investigation, and may make you ineligible for the 7-day money-back guarantee on any future signup. Fraudulent chargebacks may also result in permanent termination of service.
Nothing in this policy limits any non-waivable consumer rights you may have under applicable law. If you are a consumer in the European Union, the United Kingdom, or another jurisdiction with mandatory withdrawal or refund rights, those rights apply in addition to (and prevail over) anything in this policy where the two conflict.
For any refund or billing question: