Refund Policy

Last updated: November 1, 2026

This policy is part of our Terms of Service.

The short version

• Money you add is prepaid credit for faxes. All top-ups are final: credit is not refundable and can't be cashed out.
• Credit doesn't expire with time. It stays on your account until you use it, unless the account is closed (see Closing an account).
• If the final status is "Not delivered," "Delivery not confirmed" or "Canceled," you pay $0. The money held goes back to your balance automatically.
• We refund to your card only in the few cases listed in When we refund to your card, or when the law requires it.
• If you delete your account, or we close it or stop the service, any credit left on it is given up, unless the law requires otherwise. When we close an account without cause, or stop the service, we give you 30 days' notice first, unless the law or a company we depend on makes us stop sooner (see Closing an account).

Credit is prepaid and final

• When you add money, you buy prepaid credit for faxes on dtaas.com. We don't refund unused credit, in whole or in part, except in the few cases in When we refund to your card and where the law requires it. Credit can't be exchanged for cash, moved to another account or given to another person.
• This applies to guests too. If you paid the $10 minimum to send one fax, what isn't charged stays as credit on the account for your email. Sign in with that email any time to use it. The one exception is a guest whose only fax has the final status "Not delivered," "Delivery not confirmed" or "Canceled" (see When we refund to your card).
• We show this before you pay: on the page where you add money and on the payment page.
• Money held for a fax still in progress is not available to spend. If the whole fax is delivered, it is charged once. If its final status is "Not delivered," "Delivery not confirmed" or "Canceled," the money held goes back to your balance. A cancellation request does not free the money immediately. A call already under way may still deliver the whole fax and be charged.

How long credit lasts

Credit doesn't expire with time. It stays on your account until you use it. It ends only if the account is closed or we stop offering the service, as described in Closing an account, or if your bank reverses the payment it came from (see Disputes with your bank). Money that goes back to your credit after a fax isn't delivered doesn't expire either.

Faxes that aren't delivered

We charge you only when every page of a fax is delivered. If the final status is "Not delivered," "Delivery not confirmed" or "Canceled," you pay $0. The money held goes back to your balance automatically. You do not need to ask. It goes back as credit, not to your card. A cancellation request is not a final status: a call already under way may still deliver the whole fax and be charged.

Faxes that were delivered

When the receiving machine confirms every page, the fax is delivered and the pages are charged. We don't refund or credit back delivered pages when:

• the number was wrong because it was entered wrong (a fax can't be taken back once it is delivered), or
• the file was not what you meant to send.

When we made the mistake, for example if pages arrived blank or damaged because of a fault on our side, we put the charge back for you. You choose: credit on your balance, or a refund to the card you paid with. Write to billing@dtaas.com within 30 days with the receipt number, and we'll look into it.

When we refund to your card

We refund to the card you paid with, in full, only when:

• we charged you by mistake: a top-up (for example twice for the same top-up, or an amount you didn't approve) or a fax charge (for a fax charge you can choose credit instead, see Faxes that were delivered);
• you sent one fax as a guest, its final status is "Not delivered," "Delivery not confirmed" or "Canceled," and you have not sent another fax or added other money. Write to billing@dtaas.com within 30 days of paying, and we refund everything you paid. That is the whole payment, which can be more than $10;
• we change the Terms in a way that makes things worse for you, and you don't accept it. Write to billing@dtaas.com before the change takes effect. We close your account and refund the credit left on it. Price changes aren't covered, because the price is shown before each fax; or
• the law where you live requires a refund.

Our charges show on your card statement as OTHEX CORP* DTAAS.COM. If you see a charge you don't recognize, write to us first at billing@dtaas.com. We start a refund within 5 business days of confirming it and tell you by email. Your bank or card company may need several more days to show it. If we can't refund the original card, for example because it was closed, we agree another way with you. Nothing in this policy takes away a right the law gives you that can't be waived.

Disputes with your bank

Please write to billing@dtaas.com first. Most problems are sorted out within one business day. If you dispute a payment with your bank or card company instead:

• We pause the account right away. A paused account can't send faxes or take top-ups while the dispute is open.
• We send your bank the record of the payment: your agreement to these terms when you paid (shown on our payment page and on Stripe's, and stored with the payment), and the faxes sent with that credit, with their delivery confirmations.
• Credit from the disputed payment is held while the dispute is open. If the payment is reversed, only the credit from that payment is removed. Credit from your other payments stays on your account, unless we close it for fraud or abuse (see Closing an account). If some of the removed credit was already used for delivered faxes, we may ask you to pay for those pages. To settle it, write to billing@dtaas.com. We tell you by email when credit is removed.
• We lift the pause once the dispute is closed and we have reviewed the account, usually within one business day. If the payment stands (the dispute ends in our favor), no credit is removed.
• A dispute on its own doesn't close your account. If we close it over a dispute and nothing else (no fraud and no broken rules), we treat it like any other closure: we give 30 days' notice, we lift the pause, and you can use the credit that is left until then.
• We contest a dispute made only because credit isn't refundable, or over credit that was already used for delivered faxes.

Closing an account

• You can delete your account at any time in Settings. Any credit left on it is given up when you delete it. It isn't refunded. If you ask us to close or delete your account, it's the same as deleting it yourself. If you deleted it by mistake, write to billing@dtaas.com within 14 days and sign in again with the same email: we restore the credit that was on it. That is a restore, not a refund. Deleted faxes and files can't be restored.
• If we close your account because you broke the Terms or the Acceptable Use Policy, because we suspect fraud, or because the law requires it, the credit left on it is given up and isn't refunded, unless the law requires otherwise (see the Terms, section 8). If we close an account on suspicion of fraud and later find we were wrong, we restore the credit. That is a restore, not a refund. A payment dispute or reversal alone works as described in Disputes with your bank.
• If we close your account for any other reason, or we stop offering the service, we email you at least 30 days before, unless the law or a company we depend on makes us stop sooner. In that case we tell you as soon as we can. You can keep sending faxes with your credit until then. We stop taking top-ups when we send that email. Credit left when the account closes is given up and isn't refunded, unless the law requires otherwise.

Contact

Charges, credit and refunds: billing@dtaas.com. Anything else: help@dtaas.com or (866) 310-6011.
Support is open Monday to Friday, 9 AM to 6 PM Eastern. We reply within one business day.
OTHEX CORP, a Florida corporation, 5645 Coral Ridge Drive, Suite 137, Coral Springs, FL 33076