3CX Refund & Cancellation Policy

Terms and Conditions

1. About Us

These services are provided by 3CX through one of the following legal entities (each a “Contracting Entity”):

  • 3CX Limited, Cyprus
  • 3CX Software FZCO, Dubai, UAE
  • 3CX USA Corp, United States

The applicable Contracting Entity will depend on your location or the entity processing your payment and will be clearly identified at checkout and on your invoice.

References to “3CX”, “we”, “us”, or “our” mean the applicable Contracting Entity.

2. Our Services

3CX provides business communications software and services, including:

  • Hosted and self-managed PBX systems
  • VoIP, video conferencing, and messaging
  • Contact center functionality
  • Integrations and add-ons

Our products include 3CX SMB, BASIC, PRO, and AI editions, delivered as digital services.

3. Eligibility

By using our services, you confirm that you have the authority to enter into a binding agreement on behalf of yourself or your organization.

4. Orders and Contract Formation

A binding agreement is formed when:

  • You complete checkout, and
  • Payment is successfully processed by the applicable Contracting Entity
  • You accept the applicable 3CX End User License Agreement (EULA) governing the use of the services.

We reserve the right to refuse or cancel orders where necessary.

5. Pricing and Taxes

  • All prices are displayed at checkout
  • Customers are responsible for any additional taxes or charges required by local law
  • Payments are processed by the Merchant of Record (the Contracting Entity shown at checkout)
  • Subscriptions are billed upfront for a fixed, non-renewing term of one or more years, permitting manual renewals at the user's discretion and mid-term capacity or edition upgrades calculated on a prorated basis against the remaining validity period.

6. Subscription and Billing

  • 3CX services are typically sold on a subscription basis
  • Subscriptions are billed in advance for the applicable billing cycle
  • Customers may cancel their subscription at any time prior to renewal
  • Access to the service will continue until the subscription expires
  • Services do not renew automatically
  • Cancellation will take effect at the end of the current billing period
  • Unless otherwise required by law, no partial refunds are issued for unused time within a billing period
  • Free tiers (e.g. SMB and Basic where applicable) may be subject to limitations

7. Merchant of Record

The entity identified at checkout and on your invoice is the Merchant of Record and is responsible for:

  • Billing and payment processing
  • Applicable taxes
  • Refund handling

8. Delivery of Services

Services are delivered digitally via:

  • Account activation
  • License issuance
  • Cloud provisioning

9. Subscription and Renewal

  • Subscriptions do not renew automatically
  • You may cancel at any time, effective at the end of the billing period

10. Acceptable Use

You agree not to misuse the service, including:

  • Illegal activities
  • Abuse of network resources
  • Unauthorized access or interference

We may suspend or terminate accounts for violations.

11. Third-Party Providers

We may use third-party providers for:

  • Payment processing
  • Hosting and infrastructure
  • Analytics and support tools

12. Intellectual Property

All intellectual property rights in the software and services remain the property of 3CX or its licensors.

13. Limitation of Liability

To the maximum extent permitted by law, 3CX shall not be liable for indirect, incidental, or consequential damages.

14. Refunds and Cancellations

Refunds and cancellations are governed by this Refund & Cancellation Policy.

15. Governing Law

The agreement is governed by the laws applicable to the Contracting Entity, unless otherwise required by mandatory consumer laws.

16. Changes to Terms

We may update these Terms at any time.

Privacy Policy

1. Who We Are

The Contracting Entity is the data controller of your personal data.

2. Data We Collect

We may collect:

  • Account details including name, email, company etc.
  • Billing and payment information
  • Technical and usage data
  • Support communications

3. How We Use Data

We use your data to:

  • Provide and operate services
  • Process payments
  • Improve products
  • Ensure security and prevent fraud

4. Legal Basis

We process data under:

  • Contractual necessity
  • Legal obligations
  • Legitimate interests
  • Consent (where applicable)

5. Data Sharing

We may share data with:

  • Payment processors
  • Hosting providers
  • Support tools
  • Analytics providers
  • Authorized partners

We do not sell personal data.

6. Data Retention

We retain data only as long as necessary for business or legal purposes.

7. Your Rights

Depending on your location, you may have rights to access, correct, or delete your data as follows:

  • Access your data
  • Correct inaccuracies
  • Request deletion
  • Object to processing
  • Data portability

8. International Transfers

Data may be transferred between our entities and third-party providers globally, subject to safeguards.

9. Contact

For privacy requests: Go to our contact form and select Security & Data Protection

Cookie Policy

1. What Are Cookies

Cookies are small text files stored on your device.

2. Types of Cookies

We use:

  • Essential cookies (required)
  • Functional cookies
  • Analytics cookies
  • Marketing cookies (if applicable)

3. Purpose

Cookies help us:

  • Operate the website
  • Improve user experience
  • Analyze performance

4. Third-Party Cookies

Some cookies may be set by third-party providers (e.g., analytics tools).

5. Managing Cookies

Users can manage cookie preferences via their browser or our cookie banner.

Refund & Cancellation Policy

This Refund & Cancellation Policy describes the conditions under which refunds, cancellations, or credits may be granted for purchases of 3CX software licenses, subscriptions, and related services.

This policy applies to purchases made through one of the legal entities (each a “Contracting Entity”) as described above. If you purchased through an authorized reseller or partner, additional terms may apply.

1. Scope

This policy applies to all 3CX digital services and subscription purchases made from the applicable Contracting Entity as follows:

  • 3CX software subscriptions
  • Software licenses and upgrades
  • Cloud or hosted services provided by 3CX
  • Add-on services purchased directly from 3CX
  • Certain services or purchases may be governed by additional contractual terms.

2. Digital Delivery

Services are delivered digitally. No physical products are shipped.

3. EU Consumer Withdrawal Rights

Where the Contracting Entity is 3CX Limited (Cyprus) and you are an EU consumer you may have a 14-day statutory withdrawal without reason right under applicable consumer protection laws, including:

  • Directive 2011/83/EU (Consumer Rights Directive)
  • Directive (EU) 2019/770 (Digital Content and Digital Services Directive)
  • Any applicable national implementation laws.

However, under Article 16(m) of Directive 2011/83/EU, this right may be waived for digital content not supplied on a tangible medium where:

  1. The supply has begun, and
  2. The consumer has given prior express consent to begin the service immediately, and
  3. The consumer has acknowledged that they lose their right of withdrawal once delivery begins.

Accordingly:

  • If a 3CX license key or subscription service has been activated, the right of withdrawal may no longer apply once the service has started.
  • If the service has not yet been activated, eligible EU consumers may request a refund within 14 days of purchase.

Nothing in this policy limits or excludes rights that cannot be waived under applicable law.

4. License Activation

Once a license key has been:

  • Generated
  • Delivered
  • Activated
  • Or used to provision services

the purchase is considered fulfilled digital content and is generally non-refundable, except where:

  • Required by applicable law
  • A billing error has occurred
  • Duplicate payment has been made
  • The product is defective and cannot be remedied as required under applicable law.

5. Defective Digital Content or Services

Consumers may be entitled to remedies if digital content or services:

  • Are not supplied as agreed, or
  • Do not conform to the contract.

In such cases, 3CX may:

  1. Provide a repair or correction,
  2. Provide a replacement or equivalent service, or
  3. Issue a partial or full refund if the issue cannot be remedied within a reasonable time in accordance with applicable law.

Customers must notify 3CX of the issue within a reasonable period after discovering the defect.

6. Billing Errors and Duplicate Charges

If you believe you have been incorrectly charged, please contact 3CX within 14 days of the billing date.

Verified billing errors may result in:

  • A refund
  • A billing adjustment
  • A service credit

Approved refunds will be processed within a reasonable period and, where applicable, no later than 15 business days, using the original payment method unless otherwise agreed.

7. Refund Eligibility

Refunds may be issued in cases of:

  • Billing errors
  • Duplicate payments
  • Material non-conformity of services that cannot be remedied within a reasonable time in accordance with applicable law

8. Non-Refundable Cases

Once a service is activated or delivered, it is generally non-refundable unless required by law.

9. Subscription Cancellation

  • Cancel anytime before renewal
  • Service remains active until the end of the billing period
  • No partial refunds for unused time

10. Reseller / Partner Purchases

If you purchased a 3CX license or subscription through an authorized reseller, distributor, or partner, the reseller's refund policy may apply.

Customers should contact the reseller directly regarding refund requests. 11. Free Trials and Evaluation Licenses

3CX may offer free trial licenses to allow customers to evaluate the software before purchasing.

Customers are encouraged to test the product during the trial period to ensure it meets their requirements prior to purchasing a subscription.

12. How to Request a Refund

Refunds, where approved, will be issued to the original payment method unless otherwise agreed.

Contact: Go to our contact form and select Ordering
Include order details and reason for request.

13. Changes to this Policy

3CX reserves the right to modify this Refund & Cancellation Policy at any time.

Any updates will be published on the 3CX website and will apply to purchases made after the effective date of the revised policy.

Delivery Policy

1. Delivery Method

All services are delivered digitally via:

  • Account activation
  • License issuance
  • Cloud provisioning

2. Delivery Time

Delivery typically occurs:

  • Immediately or
  • Within a short time after payment confirmation

3. Geographic Availability

Services are available globally, subject to legal and technical limitations.

4. Delays

Delays may occur due to:

  • Payment verification
  • Technical setup
  • Compliance checks

Contact Us

For all refund & cancellation enquiries, contact the relevant Contracting Entity:

3CX Limited: Registration HE 173409 4, Markou Drakou, Engomi, 2409 Nicosia, Cyprus

3CX Software FZCO: Registration DMCC145725, Unit No. 501, Fortune Tower, Cluster C, JLT, PO Box 449689, Dubai, UAE

3CX USA Corp  Registration P17000016828, One Urban Center, Suite 600, 4830 West Kennedy Blvd. Tampa, FL 33609

Contact: Go to our contact form and select Ordering

Include order details and reason for request.

See Also

Last updated on 26 June 2026

https://www.3cx.com/company/refund-cancellation-policy/