Refund & Cancellation Policy

1. Service Cancellation

DID numbers and SIP trunking services may be cancelled by submitting a written request to our support team at [email protected]. Cancellations will take effect at the end of your current billing cycle unless otherwise confirmed in writing. Services billed in advance will not be refunded for the unused portion of the billing cycle.

2. Setup & Activation Fees

All setup, activation, and configuration fees for DID numbers and SIP trunking are non-refundable once the order has been processed, as resources are provisioned immediately upon activation.

3. Number Orders & Porting

Once a DID number has been purchased, activated, or porting has been initiated, the order cannot be cancelled and no refund will be issued. This is due to carrier and regulatory costs that are incurred instantly upon processing your order.

4. Refund Eligibility

Refunds are only available if:

• The service could not be delivered due to an error on Depth Route's side, and
• No DID number or SIP trunk capacity has been provisioned, and
• The refund request is submitted within 7 days of the original order date.

5. Pro-Rated Billing

For SIP trunking capacity billed on a monthly basis, no partial or pro-rated refunds will be provided for early termination. Services remain active until the end of the paid billing cycle.

6. Refund Process

If a refund is approved, it will be processed within 7 business days using the original payment method. Any third-party processing fees are non-refundable.

7. Service Suspension or Termination

Depth Route reserves the right to suspend or terminate services without refund if the account is found to be in violation of our Terms & Conditions, involved in fraudulent activity, or used for any prohibited purpose.