Balance refund process for Pre-paid customers

Bank transfer:
Due to the defined regulation, bank transfer refunds are only possible once we have all the information mentioned in this document. 

Vonage is a US company, subject to strict and robust controls such as those required for compliance with Sarbanes Oxley 2002, and as a result, we need all customers requesting a refund of amounts previously paid by bank transfer to provide the necessary documentation to ensure we can remit payment back to them.

The following information would be needed to initiate a bank transfer refund:

• Company
  • Recipient Address 1 Address 2 Town/City Contact Phone
  • Description
  • Explanation of Purchase / Business Justification
    
    
• Bank Details on a Company Letterhead/ proof of banking details showing:
  • Account Number
  • Sort code
  • Swift Code (For all US-based customers)
  • Full Beneficiary Name

We need the proof of payment (when the bank transfer was made to Vonage) for which the refund needs to be initiated.

A bank letter from the customer with the exact banking details as the account they paid Vonage from - we need to see their name, the IBAN/Bank account, and SWIFT/Sort Code - this needs to be an official signed document; Vonage cannot accept screenshots from other documents.

Once all the documentation is received, it may take 2-3 weeks to settle into the customer's account.

Credit card payments:

Vonage may attempt to refund customers via Credit Card as long as the original payment used this method and took place less than 12 months ago. For payments older than this, refund will only be possible via bank transfer, and customers will need to provide the information listed above.  

Paypal payments

Paypal payments can be refunded through the transaction if it is within 6 months of the refund request. Otherwise customers will need to provide confirmation of their PayPal address so Vonage can verify the refund.

All refunds are evaluated on a case per case basis.