Refund Policy

This Refund Policy explains when NYX Telecommunications Limited (“NYX-TEL”, “we”, “us”) may issue a refund for wholesale DID, SIP trunking and related voice services, and which charges are non-refundable once consumed or activated. This policy operates alongside our Terms & Conditions and any applicable rate sheet or service schedule.

A refund may be considered where:

• A recurring or setup charge is billed in error and the associated service has not yet been activated or consumed.
• A purchased service cannot be delivered by NYX-TEL after activation attempts, and cannot be substituted with an equivalent service.
• A payment was collected in clear error or duplicated.
• A service is materially non-functional from the start of the billing period due to a NYX-TEL fault, reported promptly and not attributable to the customer’s configuration or third-party carrier.

Refund requests must be submitted in writing within 14 days of the relevant invoice or charge date.

The following are non-refundable once activated or consumed:

• DID number activation, NRC and once-provisioned setup charges once the number is live.
• Voice traffic, minutes, termination and usage charges already incurred (inbound or outbound).
• Porting, regulatory and third-party carrier fees passed through at cost.
• Monthly recurring charges (MRC) for periods in which the service was active and available.

Prepaid account balances are applied to future service usage and are non-refundable while the account is active. Upon account closure, any remaining prepaid balance may, at NYX-TEL’s discretion, be refunded to the original payment method after offsetting outstanding charges, non-refundable fees and any minimum-commitment shortfall, provided the balance exceeds a reasonable administrative threshold. Balances left dormant for an extended period may be handled in line with applicable law.

Where NYX-TEL is unable to deliver a purchased service and cannot provide a suitable equivalent, we will either credit the charge towards an alternative service or refund the undelivered portion to the original payment method. Third-party carrier, regulator or numbering-authority failures are handled under the applicable service schedule; NYX-TEL is not liable for delays or non-delivery caused by such third parties.

To request a refund, email billing@nyx-tel.com from your registered account email, quoting the invoice or transaction reference, the service affected and the reason for the request. Disputed charges must be notified in writing within 14 days of the invoice date; charges not disputed within this period are deemed accepted.

Approved refunds are normally processed within 10 business days of authorisation. Where a banking partner or payment processor is involved, settlement may take additional time depending on that provider’s cycle. We will confirm the refund reference once issued.

Approved refunds are returned to the original payment method used for the charge, unless that method is no longer available or is impractical, in which case NYX-TEL will agree an alternative settlement with the customer.

Where services are suspended or terminated for non-payment, fraud or breach of the Terms & Conditions, assigned numbers revert to NYX-TEL and no refund is due for the period affected or for any non-refundable charges.

Questions regarding this Refund Policy should be directed to nyx-tel.com or to the Customer's dedicated account manager. Billing: billing@nyx-tel.com · General: info@nyx-tel.com.