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Replacement Policy

Last Updated: Friday, 5 December 2025

Dialsyx provides digital communication services, VoIP tools, and software-based dialers. Our Replacement Policy ensures that customers receive working, functional, and reliable service components. This policy explains when replacement is allowed and how to request one.

1. Overview

Since Dialsyx provides digital and non-physical services, “replacement” refers to:

  • Reissuing access credentials

  • Replacing a faulty digital license

  • Reassigning SIP accounts

  • Generating a new dialer login

  • Replacing corrupted service configurations

  • Replacing or regenerating call credits if proven defective

This policy does not apply to physical items, as Dialsyx does not sell physical goods.

2. Eligibility for Replacement

2.1 Faulty or Non-Working Service Access

You may request a replacement if:

  • Your dialer login does not work on first use

  • SIP credentials provided by Dialsyx fail to register

  • You received incorrect login details

  • Your account cannot be accessed due to a system error on our side

Proof such as screenshots or error messages may be required.

2.2 Credentials Compromised

A replacement may be provided if:

  • Your access credentials were compromised due to a system vulnerability

  • Unauthorized access is detected on our servers

We will issue:

  • New SIP credentials

  • New login details

  • Updated passwords

Note: Compromise caused by user negligence (weak passwords, sharing details, infected device) may not qualify.

2.3 Service Configuration Errors

A replacement configuration may be issued when:

  • Provided configuration files (e.g., XML, provisioning, PBX configs) do not work

  • There is a system-side error in the configuration

  • The service fails due to Dialsyx setup mistakes

2.4 Replacement of Call Credits

Replacement of credits may be granted ONLY if:

  • Minutes were deducted due to a Dialsyx system glitch

  • Call failed but still charged multiple times

  • The routing or carrier error originated from our side

You must provide call logs, timestamps, and details.

3. Situations NOT Eligible for Replacement

Replacement will NOT be provided for:

a. User-Generated Issues

  • Device incompatibility

  • Incorrect app installation

  • Faulty user configuration

  • Internet or ISP-related problems

  • Firewall or port blocking issues

b. Misuse or Violations

Replacement is refused if your access or credits were lost due to:

  • Spam calling

  • Fraudulent activity

  • Account suspension for policy violations

  • Sharing or selling account access

c. Third-Party Failures

Replacements will not be issued for issues caused by:

  • External VoIP carriers

  • Customer’s hosting or server

  • Third-party software or systems

4. Replacement Timeframe

Once approved:

  • Replacements are issued within 24 hours depending on the type of service.

  • Complex system replacements (e.g., custom setups or number provisioning) may take longer.

Urgent issues are prioritised.

5. How to Request a Replacement

To request a replacement, email:

📧 support@dialsyx.com

Include:

  1. Full Name

  2. Account Email

  3. Service type (Dialer, SIP, Credits, etc.)

  4. Transaction ID or Order Details

  5. Screenshots / Error Messages

  6. Clear explanation of the problem

Incomplete submissions may delay processing.

6. Replacement Process

Once we receive your request:

  1. Our technical team verifies the issue.

  2. Diagnosis may require system logs or access checks.

  3. If confirmed, replacement access or credits will be issued.

  4. You will receive an email notification once completed.

Dialsyx reserves the right to approve or deny replacement requests based on collected evidence.

7. Policy Updates

Dialsyx may update this Replacement Policy periodically to maintain quality and compliance. Updated versions will be posted publicly.