Refund window

Meridian Mobile internal policy · section 4.1 · fictional, written by the team

Billing disputes other than unauthorised add-ons are refundable for two billing periods from the date the disputed charge appeared.

Outside that window a refund requires a team leader. The two-period limit does not apply where the delay was caused by Meridian Mobile — for example where the customer raised the dispute inside the window and it was not actioned. In that case the original contact date governs.

Agents must not quote the two-period limit to a customer who has already raised the matter once. Doing so is a contradictory answer under policy 6.1.

The rest of the policy

2.1 Callback commitment 2.2 Case ownership 7.2 Retention and churn intent 6.1 Contradictory answers 5.2 Escalation on request 3.1 Fault tickets 7.1 Ombudsman referral 8.1 Plan changes 5.1 Repeat contact 3.2 Total loss of service 4.2 Unauthorised add-ons

Twelve documents, retrieved with BM25 in plain Python — no vector store. Over a corpus this size, written in the same register as the questions, lexical matching finds the right rule with no index to build and no service to call mid-conversation. Past a few hundred documents that argument flips; it is one function behind one interface.