PhoneAgent.ai
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Legal

Refund Policy

Every PhoneAgent.ai payment is final. Below are the only three situations in which we return a charge, and how cancelling works. Effective October 14, 2026.

The receptionist is on duty from day one

A PhoneAgent.ai plan is a monthly or yearly subscription. From the first day of each period your AI receptionist is answering your number, booking into your calendar and routing callers, with the monthly call allowance listed on the pricing page. The line, the voice capacity and the allowance are reserved for you for the whole period, so the fee is the same on a quiet month as on a busy one.

When you subscribe, you ask us to switch the service on at once and you accept that any statutory right of withdrawal or cooling-off period that would otherwise apply ends once the service has started. This policy is part of our Terms of Service.

Cases where nothing is refunded

  • Fewer calls came in than your plan covers, or you did not forward your number during the period.
  • A caller hung up on hearing the AI disclosure, or preferred to speak to a person.
  • Bookings did not turn into revenue, or your no-show rate stayed the same.
  • A call was handled according to the scripts, FAQs, after-hours rules or routing you set, even if you would now set them differently.
  • Your own carrier, phone system or calendar provider had an outage or dropped calls.
  • You switched back to staff, another answering service or voicemail during the period.
  • A renewal was charged after one or more declined card attempts.
  • You believed a plan was a single payment. Plans renew automatically, as the pricing page, checkout, confirmation email and dashboard state.
  • You meant to cancel before the renewal date and did not, or cancelled right after a renewal.
  • A feature you assumed exists is not listed for your plan on the pricing page.
  • You chose the wrong plan or billing period.
  • A staff member or anyone else with your login made changes to the account.
  • The rest of a period after you cancel. Service runs to the end of the paid period and is not pro-rated.

The three cases we refund

  • A double charge. A billing fault on our side took payment twice for the same period.
  • A charge you never authorised. Your card was used without your permission, you report it within 14 days, and the account and payment records support it. We decide from the records, which we check with our payment operator, not from the claim by itself, and we may ask you to confirm you reported it to your card issuer.
  • A complete outage of the receptionist. A fault we confirm on our side meant PhoneAgent.ai answered no calls at all for a continuous period, you reported it while it was happening, and we could not restore it. A single missed call, a slow transfer, or a fault in your own phone line, network or device is not a complete outage.

An approved refund goes back to the card that was charged, never exceeds what you paid for the affected period, and is the whole of our liability for that charge. One refund does not lead to another.

Asking for a refund

Send an email to [email protected] from the address on your account within 14 days of the charge, giving the date, the amount and which of the three cases applies. Requests that arrive later, or from an address we cannot connect to an account, are not reviewed. We handle requests in the order they come in and do not reopen a declined one.

Filing a chargeback with your bank without contacting us first is a breach of our Terms of Service, and the account is closed permanently.

Cancelling and renewals

You can cancel from your dashboard at any time, without contacting us. Future renewals stop immediately, and the receptionist keeps answering until the end of the period you have already paid for. Cancelling is not a request for a refund.

A new period begins on the renewal date shown in your dashboard, and its payment is due from that moment because the service for it has already started. If your card is declined, our payment operator retries the same invoice over the next few days, which is not an extra charge. Cancelling during those retries stops later renewals only; the current period stays payable and is not refunded, even when the payment goes through a few days late.

What we keep on record

When you create an account you accept our Terms of Service, which include this policy and our Privacy Policy. Checkout shows the plan, price, billing period and automatic renewal before you pay, and the confirmation email repeats them.

For every subscription we keep the time of purchase, the plan and price shown at checkout, your acceptance of the terms, the emails we sent, renewal notices, and an activity log of the account, including sign-ins, numbers connected, script and routing changes, and calls answered, with the technical details recorded alongside each. Our payment operator keeps its own record of every charge, including where the card was issued, where the payment came from and the outcome of bank authentication such as 3D Secure. These records are what refund and dispute claims are assessed against, and we provide them to the card issuer if a chargeback is opened.

Purchases before October 14, 2026

Those subscriptions keep the refund terms that applied on the day they were bought.