Subject: Refund Request – Unexpected Simulation Charges ($222.22 Paid + $43.13 Upcoming)

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1

Subject: Refund Request – Unexpected Simulation Charges ($222.22 Paid + $43.13 Upcoming)

Hi Retell AI Team,

First off, I want to say I love your product. I’m currently in the testing phase as I build out my AI receptionist service, and I have an upcoming partnership with multiple offices that I plan to onboard onto Retell. I’m genuinely excited about the platform and see a long-term future using it.

That said, I recently noticed some unexpected charges related to simulations. I wasn’t aware that simulations would incur costs, especially since the interface labels them under “calls” and no actual calls were placed. As someone still in the testing and setup stage, this caught me off guard.

Here’s what I’m seeing on my account:

• Paid invoice: $222.22 (Feb 14, 2026)
• Upcoming invoice: $43.13 (ongoing)

I’d like to request a refund on the simulation portion of the $222.22 paid invoice, and if possible, have any simulation charges removed from the upcoming $43.13 invoice as well.

Would it be possible to have these waived as a one-time courtesy? I completely understand if there are limitations, but since I was simply testing and didn’t realize simulations were billable, I figured it was worth asking.

Thanks for your time, and keep up the great work!

Best,
Hunter

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Hi, I’m nikita. Could you clarify how the $222.22 was calculated, specifically the total minutes billed and the rate applied to simulations? Let me see if I can help you!