Refund & Cancellation Policy

Last Updated: January 27, 2026

At FUSION FIVE USA LLC, we strive to provide high-quality messaging infrastructure and reliable gateway services. Because our services involve immediate resource allocation and telecommunications costs, our refund and cancellation terms are clearly defined below.

        Summary: Unused credits may be eligible for a refund within 14 days. Used credits, setup fees, and registration costs are non-refundable.
    

1. Refund Policy

1.1 Messaging Credits

If you have topped up your account and wish to request a refund, the following rules apply:

Unused Credits: You may request a full refund of unused credits within 14 days of the purchase date.
Used Credits: Any credits already consumed for sending messages (SMS, WhatsApp, Viber) or for successful SMPP binds are strictly non-refundable.
Partial Refunds: If you have used a portion of a bundle, only the remaining unused balance is eligible for a refund within the 14-day window.

1.2 Setup & Registration Fees

Fees related to 10DLC registration, Sender ID (Alpha) masking, dedicated short codes, or custom gateway setups are non-refundable once the application has been submitted to the carriers, as these fees are paid to third-party providers and telecommunications authorities.

2. Cancellation Policy

2.1 Subscription Services

For monthly recurring plans (e.g., dedicated port access or reseller dashboard subscriptions):

You may cancel your subscription at any time via your Fusion Five Dashboard or by emailing social@fusionfive.net.
Cancellations must be requested at least 7 days before the next billing cycle to avoid being charged for the subsequent month.
Upon cancellation, your service will remain active until the end of the current paid billing period.

3. Fraud & Chargebacks

To prevent fraud in the A2P industry, FUSION FIVE USA LLC reserves the right to suspend any account immediately if a chargeback is initiated. Any attempt to use our messaging services and then dispute the charge without contacting support first will result in a permanent ban and reporting to carrier fraud databases.

4. How to Request a Refund

To initiate a refund or cancellation, please contact our billing department:

Email: social@fusionfive.net
Subject Line: Refund Request - [Your Account ID]
Required Info: Transaction ID, date of purchase, and reason for the request.

Refunds will be processed back to the original payment method (Credit Card, Stripe, or Bank Transfer) within 5-10 business days after approval.