1. Custom Work Is Different From a Product Purchase
Our services involve custom configuration, training, and integration work performed specifically for your business, not a pre-built product shipped off a shelf. Because of this, refunds are assessed against work actually performed and costs actually incurred, rather than a blanket "return within X days" rule.
2. Strategy Call Token Payments
Our booking page may ask for a small refundable token payment to confirm a strategy call slot, as shown at checkout. This amount is intended to be credited toward your first project if you proceed, or refunded if things don't move forward — the specific refund window and process for a given booking is confirmed at the time of booking and by our team on request.
3. Setup and Discovery Fees
One-time setup, discovery, and implementation fees cover time spent understanding your business, configuring your agent, and testing it — this work has value regardless of whether you continue afterward, so setup fees are generally non-refundable once discovery or configuration work has begun, except where we fail to deliver the agreed scope.
4. Third-Party and Pass-Through Costs
Where your project involves third-party costs incurred on your behalf — such as domain registration, hosting, telephony/messaging numbers, AI API usage, or ad spend — those costs are generally non-refundable once incurred, since they are paid to a third party rather than retained by us.
5. Monthly Retainers and Subscriptions
Recurring retainers (for example, ongoing agent hosting/support or SEO/GEO/AEO retainers) are billed for the period they cover. We do not provide prorated refunds for a partial billing period unless required by law or agreed in writing; cancelling stops future billing from the next cycle.
6. Cancellation Notice
You may cancel an ongoing service by giving us written notice (email is fine). The specific notice period for a given retainer or subscription — commonly 30 days for monthly retainers — is set out in your proposal or statement of work; where none is specified, we ask for at least 30 days' notice so we can wind down responsibly.
7. Work Already Completed
Fees for work already completed at the time of cancellation are not refundable. This includes configuration, integration, testing, and support work performed up to the cancellation date.
8. Approved Milestones
For projects billed by milestone, once you've approved a milestone as complete, the fee for that milestone is not refundable. Milestones not yet started are not billed.
9. Change Requests
Requests to change agreed scope after work has started (for example, redesigning an already-approved conversation flow) may involve an additional fee, quoted before the change is made, rather than being covered under the original refund terms.
10. Project Delays Caused by the Client
Timelines depend on your cooperation — for example, providing business information, approvals, or access to accounts promptly. Delays caused by the Client do not extend any payment obligation and are not grounds for a refund of fees for work already scheduled or performed.
11. How to Request a Refund or Cancellation
Email with your booking or invoice reference. We'll confirm what's refundable based on the categories above and process approved refunds to the original payment method where possible.
12. Changes to This Policy
Specific commercial terms (exact notice periods, refund windows) are subject to business approval and may be refined over time; we'll update the "Last updated" date above whenever this policy changes.