Last Updated: [DATE]
This Refund / Cancellation Policy explains how Smart Receptionist handles setup fees, subscriptions, custom work, number-related charges, and cancellations.
1. Subscription Billing
Smart Receptionist is typically billed on a recurring subscription basis, such as monthly or annual billing, unless otherwise stated in a separate order form or proposal.
Recurring charges continue until the subscription is canceled in accordance with this Policy.
2. Setup Fees
Setup, onboarding, implementation, migration, training, prompt configuration, workflow setup, and similar startup fees are generally non-refundable once work has begun or the setup process has been materially initiated.
This is because these fees usually cover time, provisioning, configuration, consultation, and third-party costs incurred early in the relationship.
3. Number Provisioning and Third-Party Charges
Charges related to phone number provisioning, porting, telecom registration, carrier setup, messaging registration, or similar third-party services may be non-refundable once incurred, even if the customer later cancels.
4. Custom Setup Work
Custom configuration, bespoke workflow design, integration setup, data migration, and similar project-based work are generally non-refundable once the work has started or been delivered in whole or in part.
5. Recurring Subscription Charges
Unless required by law or expressly stated otherwise:
- subscription fees already charged are generally non-refundable
- partial billing periods are generally not prorated
- canceling stops future renewals but does not usually trigger refunds for the current billing cycle
6. Usage Charges and Overage Fees
Usage-based fees, including call minutes, SMS volume, storage, transcription usage, premium features, and similar overages, are generally non-refundable once incurred.
7. Cancellation Timing
Customers may cancel by:
- using the in-app billing settings, if available
- emailing [SUPPORT EMAIL]
- following cancellation instructions in a signed order form, if one exists
Unless otherwise agreed, cancellation takes effect at the end of the current billing period. Customers remain responsible for charges accrued before the cancellation effective date.
8. Trial Periods
If Smart Receptionist offers a free trial or pilot period, any special refund treatment for that offer will be stated in the applicable signup flow, order form, or promotional terms.
9. Suspension for Nonpayment
If payment is overdue, Smart Receptionist may suspend service, disable features, revoke access to numbers, or limit functionality until the account is brought current. Suspension does not waive outstanding amounts owed.
10. Refund Discretion
In limited cases, Smart Receptionist may choose to issue a partial or full refund as a matter of customer service. Any discretionary refund does not create an obligation to provide refunds in other cases.
11. Chargebacks
If you believe a charge is incorrect, contact [BILLING EMAIL / SUPPORT EMAIL] before initiating a chargeback. We reserve the right to contest improper chargebacks and may suspend accounts associated with payment abuse.
12. Contact
For billing or cancellation questions, contact:
[BILLING EMAIL]
[SUPPORT EMAIL]