Refund and Credit Policy

How CtrlLane handles wallet credits, holds, charges, and refunds

CtrlLane uses wallet credits for business communication services such as WhatsApp, Instagram, SMS, AI voice calling, AI model usage, and related campaign operations. This policy explains when credits are reserved, debited, released, or refunded.

Wallet credits

Credits added to an account are used for enabled services according to the pricing, billing model, and service rules shown in the platform. Parent accounts may allocate spend limits or credits to child accounts where that feature is available.

Reservations and final charges

For some services, CtrlLane may reserve credits before executing a message, call, AI request, or campaign action. The final debit may be based on submission, delivery, call duration, token usage, provider acceptance, or the configured billing model for the service.

Automatic release or refund

If a known pre-acceptance failure occurs, such as invalid configuration, missing provider connection, unsupported destination, or provider rejection before billable processing, the reserved amount may be released or refunded to the wallet ledger. Ambiguous provider or network states may remain pending until reconciliation is complete.

Non-refundable usage

Charges are generally not refundable once a third-party provider accepts, submits, delivers, processes, or bills the service, or once AI/voice/model usage has been consumed. Provider fees, taxes, telecom charges, and compliance costs may also be non-refundable.

Promotional credits

Promotional credits may be limited by time, account, service, campaign, or review conditions. Promotional credits are not cash, are not transferable outside the platform unless explicitly stated, and may expire or be removed if abuse, duplicate signup, fraud, or policy misuse is detected.

Refund requests

To request a billing review, contact info@ctrllane.com with the business name, account email, campaign or transaction reference, date range, affected service, and reason for the request. We may ask for additional details to verify ownership and investigate provider records.

Disputes and corrections

If a ledger entry is incorrect, CtrlLane may issue a corrective credit or debit entry. Refunds, corrections, and reversals are recorded in the wallet ledger where applicable.

Last updated: August 27, 2026