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Refund Policy
You can cancel a Solo or Team plan at any time, with no cancellation fee and no long-term contract. These plans renew automatically each month and are billed in U.S. dollars to the card on file until you cancel.
Summary
| If… | Then… |
|---|---|
| You cancel your plan | Service continues to the end of the billing period you’ve paid for and you aren’t charged again. Fees already billed aren’t refunded or prorated. |
| You don’t cancel before your renewal date | The renewal charge isn’t refunded; you can cancel anytime to stop the next one. |
| You used overage pages, international faxing or other usage | Usage charges aren’t refundable. |
| You paid a one-time fee, including the $20 number setup or porting fee | One-time fees aren’t refundable. |
| We billed you in error (a duplicate charge, the wrong amount, or a charge after your cancellation took effect) | We refund the incorrect amount once we verify the error. |
| You have a signed Enterprise agreement | Your agreement controls; this policy covers anything it doesn’t address. |
To cancel, log in to the WestFax portal or call (800) 473-6208. For billing questions, call or email support@westfax.com.
Card Verification at Signup
When you sign up, we may verify your card with a $0.00 authorization. This is not a charge.
Monthly Plans: Cancellation and Refunds
Solo and Team plans, additional fax numbers ($4.95/month each) and monthly add-ons are billed in advance for each monthly billing period. They renew automatically until you cancel.
Canceling. Cancellation takes effect at the end of your current billing period. Your service stays active until then, and you won’t be charged again. Fees already billed aren’t refunded or prorated, including for unused days, unused included pages, or a month in which you didn’t use the service.
Renewals. To avoid the next monthly charge, cancel before your renewal date. A renewal charge processed before you cancel isn’t refunded.
Plan changes. If you downgrade, or remove a fax number or add-on, partway through a month, future charges stop but the current month isn’t refunded. Included pages are a monthly allowance; unused pages don’t roll over and aren’t refundable.
Enterprise and Prepaid Agreements
Enterprise accounts follow the signed order form or service agreement, including its term, renewal, notice and cancellation provisions. Where that agreement doesn’t address a refund question, this policy applies.
Prepaid fees are non-refundable unless your agreement says otherwise.
Charges That Aren’t Refundable
The following charges aren’t refundable, except where they were billed in error (see Billing errors below):
- Monthly plan, additional fax number and add-on fees already billed
- Overage pages (pages sent or received beyond your plan’s monthly allowance)
- International faxing and other per-use charges
- The $20 one-time fee to set up a new number or port an existing one
- Custom setup or professional services
- Fees on accounts suspended or closed for nonpayment or for violating our Terms & Conditions
Billing Errors and Service Outages
Billing errors. If you’re charged twice, charged the wrong amount, or charged after your cancellation took effect, we’ll refund the incorrect amount once we verify the error. Billing errors must be reported within 60 days of the charge.
Service outages. Solo and Team plans don’t include a service level agreement, and service interruptions don’t qualify for refunds. Any service credit is at WestFax’s discretion and is applied to your account. Enterprise accounts receive credits only as set out in their signed agreement.
Failures outside our network, such as a busy, disconnected or out-of-paper receiving fax machine, aren’t WestFax outages.
How to Cancel or Request a Refund
You can cancel anytime by logging in to the WestFax portal at home.westfax.com, or by calling (800) 473-6208.
To report a billing error, call (800) 473-6208 or email support@westfax.com with your account name or fax number and the date and amount of the charge.
Before you cancel: download any faxes you want to keep, because stored faxes may be permanently deleted when your account closes. If you want to keep your fax number, start a port to your new provider before canceling; after your account closes, the number may be reassigned.
How Refunds Are Issued
Approved refunds are issued in U.S. dollars to the original payment method: card payments are credited to the same card, and check or EFT payments are refunded by check or ACH. Once a refund is issued, your card issuer or bank controls when it appears on your statement.
We can’t send a card refund to a different card or pay it in cash. If the original card has been closed, contact your card issuer about the credit. Service credits are applied to your WestFax account and aren’t paid out as refunds.
Disputes, Changes and Contact
If you think a charge is wrong, please contact us first; we can usually fix a billing problem faster than a card dispute can. Contacting us doesn’t limit any right you have with your card issuer.
This policy is part of the WestFax Customer Agreement and Terms & Conditions. We may update it at any time by posting a new version on this page. The version posted when a charge is made applies to that charge.
WestFax, Inc.8085 S Chester St., Suite 270
Centennial, CO 80112, USA
Phone: (800) 473-6208 · Email: support@westfax.com · Web: westfax.com
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