Refunds and your wallet balance

Wallet top-ups, plan payments, and phone number fees are non-refundable once paid, as section 4.8 of our Terms of Service sets out. You can still stop the charges that are coming up, and any balance left in your wallet stays yours to spend.

Can I get a refund?

Not in the normal course of using Bird. Top-ups, plan payments, and number fees are non-refundable once paid. The Terms of Service set out the exceptions, such as when the law requires a refund.

When you downgrade or cancel a plan, it stays active until the end of the period you paid for, and the rest of that period isn't refunded. Phone numbers are paid a year in advance, so releasing a number early doesn't refund the rest of the year.

Can I withdraw my wallet balance?

No. We can't pay wallet balance back to your card or bank account. The balance stays in your organization's wallet, and you can spend it on any product, including phone numbers and other add-ons.

How do I stop future charges?

You need to be an Organization Owner or Billing admin to do this.

1. In Billing and payments > Overview, select Manage plan next to each paid plan. Choose Switch to Free for Email, or Switch to pay as you go for other products. The change takes effect at the end of the period you've paid for.
2. On the same page, open Auto top-up, switch it off, and select Save changes. Your card is no longer charged when your balance runs low.
3. Numbers renew every year. To stop a renewal, open the number on the Numbers page and select Release number. Choose At the end of the billing period to keep the number until the year you paid for runs out, or Release now to stop using it straight away. A released number can't be recovered.

Messages you send are still charged to your wallet as usual.

What if a charge looks wrong?

If you think you were charged twice, or charged for something you didn't use, find the transaction on the Spend page and send it to support. We'll look into it. Usage, spend and invoices explains how to read the Spend page.

Next steps

• Plan changes and renewals
• Payment methods and wallet
• Buy and release a number