Settlement and Disputes

This policy explains how usage on PacketExchange (the “Platform”) is rated, charged and settled, and how to raise a dispute. It forms part of the Terms of Service.

Charges come from the call and message records the Platform’s own switching creates, not from volumes reported by either side. On an exchange trade, the buyer’s charge and the seller’s earnings come from the same record.

• A voice call is charged only if it is answered, using the connect time and duration the Platform recorded.
• An SMS message is charged per message part when it is sent to the route.
• Phone numbers, Switch subscriptions, AI voice minutes and caller ID tests are charged as described in the Terms and shown in your dashboard.

Each route shows its rate and billing increment, such as 60/60, 60/1 or 1/1. A call is charged at the rate and increment in effect when it was placed. Where a route has rates for many destinations, the rate is chosen by the longest prefix that matches the dialled number. Each call record shows the rate, increment and destination used.

Sellers can change their rates for future traffic. A change never reprices calls already made.

• Buyers pay from a prepaid balance. Enough to cover a call is reserved when it starts, and the exact charge is settled when it ends. Any unused reserve returns to the balance automatically.
• Sellers earn their listed rate for billed traffic on their routes. Earnings are credited when the traffic is charged to a buyer’s prepaid balance, or when a buyer trading on agreed credit settles. The platform fee is added to the buyer’s charge and does not reduce the seller’s rate.
• Switch operators bill their own customers and pay their own suppliers under their own agreements. The Platform produces the records, invoices and statements for those arrangements, but we are not a party to them.
• Balances can be withdrawn under the rules in the Terms, including a 7-day hold on funds added by card. The minimum withdrawal is $50, and it applies both to your balance, including marketplace earnings, and to revenue-share earnings.

If you think a charge, credit or withdrawal is wrong, email support@packetexchange.io within 30 days of the date it was recorded. Include the call or transaction IDs, the amounts, and why you think they are wrong.

• We check the disputed items against the call records, the ledger and, where still held, the signalling traces. Signalling traces are deleted after 7 days, so raise problems with call setup quickly.
• We aim to reply within 10 business days.
• While we review, we may hold the disputed amount on both sides of the trade.
• If we find an error, we correct the balances affected with a separate, labelled transaction.
• Charges not disputed within 30 days are treated as accepted, except errors you could not reasonably have noticed in that time.

Every charge, credit, fee, top-up and withdrawal is recorded in a double-entry ledger, where each movement of money is written as matching entries that balance to zero. The transaction history in your dashboard comes from that ledger, and corrections are recorded as new entries.

Our decision on a dispute, made in good faith from these records, settles the matter between members on the Platform. It does not affect your rights under the Terms or the law.

If a card payment is disputed with the card issuer, the amount is taken back from the account balance, and the account may be restricted until the dispute ends. If the balance is not enough, the shortfall is owed. This is why card-funded money can be withdrawn only after 7 days.

Legal notices, privacy, abuse reports, law enforcement requests and support

support@packetexchange.io