At Talkala, we believe billing should be clear and fair. If you have questions about a charge or need to request a refund, our support team is here to help.
You can also find quick answers in our Help Center or review our per-minute Rates.
The short version
When you add money to your wallet, it becomes available to spend as soon as your Stripe payment goes through. Learn more about the prepaid wallet.
Refunds are not self-service in the MVP. If you haven't used all of a paid top-up, you can contact support within 14 days to ask for a manual review of the remaining paid balance.
Your call is billed based on what our phone provider (Twilio) reports, not what your browser or device shows. If the two differ, the provider's record is what we use. For how calling works end to end, see How it works.
We know not every call goes to plan. A few things that can cause confusion:
Some failed or unanswered calls may still result in a small charge, depending on how far the connection got before it ended.
A call that connected but had poor quality may still be billed, because the provider registered it as a completed call.
If you believe a charge doesn't reflect what actually happened, contact support. We'll review the records and, if there was a genuine error or service issue, return the credit or add make-up credit to your account.
When a text message arrives on your dedicated number and Talkala receives and stores it, it may use a small amount of wallet balance.
Some situations can produce unexpected outcomes, for example unsupported media messages, low wallet balance, or an inactive subscription. If an inbound SMS charge looks wrong, support can review the message, number, wallet, and provider records.
Dedicated numbers are billed separately from your calling wallet.
Please note: If you delete a number in the app, it is released from your account immediately, even if your subscription is still active until the end of the billing period. Deleting a number cannot be undone, so make sure you're ready before you do it.
For refund or cancellation questions about number subscriptions, contact support. See also Terms for subscription context.
Bonus credit, referral rewards, free-minute promotions, and support corrections all appear as separate entries in your wallet activity when you're signed in. This keeps your records clear and auditable; corrections don't erase or overwrite the original transaction.
None of these credits have cash value or can be refunded.
Contact support and include your account email, the destination number or the number in question, the date and approximate time, the type of charge (call, SMS, subscription), and what you think went wrong.
The more detail you can give, the faster we can find the right records and resolve it. Browse billing topics in the Help Center if you want background before you write in.
Common questions
No. Unused paid balance from a top-up can be refunded within 14 days when eligible, but support reviews the payment and wallet records before approving. There is no self-serve refund button; open Support in the app when you're ready.
Yes. Contact support with what happened and when; we compare the call, provider, and wallet records. If there's a genuine error or service issue, we may return credit or add make-up credit.
No. Subscription charges are reviewed in context. If you delete a number in the app, it is released from your account right away, even when billing continues until period end. The Terms describe subscriptions alongside wallet usage.
Next step
Include your account email, timing, destination or number, charge type, and what you think went wrong so support can find the right records.
