Legal
Refund Policy
This policy is part of the Terms of Service between you and Deepdive AI Labs LLC, a Delaware limited liability company doing business as Tuvoz AI.
1. How you’re charged
- Calls cost $0.12 per connected minute, billed per second with a 30-second minimum for each answered call leg, including calls Tuvoz makes to your own phone.
- Free minutes are used first, then promotional credit (for example referral credit), then your paid balance.
- Before a call starts, we hold enough balance for its maximum length. When the call is settled, we charge for the billed time and return the rest of the hold to your balance.
- Your balance is prepaid. You top up $5, $10, $20 or $50 at a time through Stripe; sales tax is added where it applies.
2. What is never charged
- Calls that aren’t answered, are busy, fail or are canceled.
- Calls that end during the opener or the recording question, and calls where the person declines recording.
- Voicemail, unless a message was left because you asked for one.
- Calls that fail because of our systems, and calls Tuvoz ends because its own voice agent broke a rule.
If you see a charge for a call like these, tell us and we’ll correct it.
3. Refunds of unused balance
- Closing your account: we refund your unused paid balance to the card or cards you paid with, including the sales tax paid on the refunded amount. Account deletion finishes after the refunds have posted.
- Non-US billing address: Tuvoz is US-only. A top-up paid with a non-US billing address is refunded automatically.
- Free minutes and promotional credit (including referral credit) have no cash value and are not refundable.
- We don’t refund part of a balance while your account stays open, except for billing errors.
Refunds usually reach your card within 5 to 10 business days, depending on your bank.
4. Billing errors
If you think we charged you wrongly, email support@tuvoz.io within 60 days of the charge with the call or top-up it concerns. We’ll review it and correct any error with a refund or a credit. You can see every charge, credit and refund in the Billing page of your account.
5. Disputes and chargebacks
Please contact us before disputing a charge with your bank; we can usually fix problems faster. If a payment is disputed, we may pause top-ups and calls on your account until the dispute is resolved, and block the card involved from future top-ups. Referral credit tied to a disputed or refunded top-up is canceled.
6. Limits
Your total balance, including pending top-ups and amounts held for live calls, can’t exceed $250. After 3 declined payments in 24 hours, top-ups are locked for 24 hours.
7. Contact
Email support@tuvoz.io. This policy’s version string is refunds-2026-10-17.