Fees and refunds

01Two prices, and what they buy

The installation fee is paid once, before your receptionist goes live. It pays for the work of a person: discovery with you, writing and tuning your agent, provisioning your number, connecting your calendar, test calls, and launch. It is due up front and it is non-refundable once that work has begun, because by then it has been done.

The monthly fee is billed in advance for each billing period and keeps the receptionist answering: the calls, the bookings, the dashboard, and the ongoing tuning. Current prices for every plan are on the pricing page, which reads them from the same place your invoice does.

The price on your order form is the price you pay for that period. Where your order form states a price lock, we do not raise it inside that window. Outside a lock, a price change needs 30 days' written notice and only takes effect at your next renewal; if you do not accept it, you can cancel before it applies, without penalty, subject to any minimum term you are still inside.

02Minutes and overage

Each plan includes a monthly allowance of receptionist minutes, stated on your order form. Minutes are measured on the connected call, counted per billing period, and do not roll over.

Minutes above the allowance are billed at the per-minute overage rate on your order form, in arrears, at the end of the period. Your dashboard shows usage as it happens, so an overage is never a surprise.

Confirmation and reminder texts are included within reasonable use. Heavy or marketing messaging, and numbers our carrier charges differently for, may be billed at cost, and we tell you before that happens. Extra telephone numbers are bought only on your approval and billed at our cost plus any published margin.

03Cancelling

Your subscription runs for the minimum term on your order form, one month unless it says otherwise, and renews for periods of the same length until you cancel.

To cancel, write to [email protected] at least 10 days before your next renewal date. Cancellation takes effect at the end of the period you have already paid for, and the receptionist keeps answering until then.

If you cancel inside a minimum term, the remaining months of that term become payable, because the discounted price and the reduced installation fee that came with the commitment were priced on it. That does not apply where you are cancelling because we have materially breached the terms and have not fixed it within 30 days of your written notice.

When the account ends we stop answering, release or transfer your number as the terms describe, and close your dashboard. Ask before it closes and we will give you an export of your calls, contacts and appointments. We keep your data available for 30 days after the account ends, then delete or anonymise it under the Privacy Policy.

04Refunds

Except where the terms or the law say otherwise, fees are non-refundable and a partial month is not pro-rated. In plain terms:

• Installation fee: refunded in full if we have not yet started the setup work. Not refunded once that work has begun.
• Monthly fee: the period you have paid for runs to its end; it is not refunded for the unused part of a month.
• If we end your service for a reason that is not a breach on your side, we refund the unused portion of any prepaid monthly fee.
• If we materially breach the terms and do not fix it within 30 days of your written notice, you may leave a minimum term early and the remaining months are not charged.
• Overage already used is not refundable, because the minutes were answered.

To ask for a refund, write to [email protected] with your business name and the invoice concerned. We answer within two business days.

05Late or failed payment

If a payment fails we retry it and email you. If the account is still unpaid 7 days after the due date we may mark it past due and, after a further 7 days, suspend the receptionist, which means it stops answering your calls. We always email before suspending. A suspended account may need the outstanding balance cleared before it is reinstated, and a new number if the old one has already been released.

Overdue amounts may accrue interest at 1.5% per month or the maximum the law allows, whichever is lower, plus reasonable collection costs. Suspension does not pause fees and does not shorten a minimum term.

06Taxes and carrier fees

Prices exclude sales, use, telecommunications and similar taxes, which we add where we are required to collect them. Carrier surcharges and regulatory fees passed through by our telephony provider may be added at cost. Payment is by card through Stripe; by subscribing you authorise us to charge that card for the monthly fee, any overage, and applicable tax until the subscription ends.