Refund Policy
Plain English summary: Setup fees are non-refundable once work has begun. Monthly fees can be refunded pro-rata within 7 days if the service has not gone live. Once live, we work to resolve issues before issuing a refund. We are reasonable - if something has gone wrong on our end, we will make it right.
1. Setup Fees
The one-time setup fee covers onboarding, AI training, system configuration, integrations, and go-live. This work begins immediately upon payment. Setup fees are non-refundable once onboarding has commenced. If you cancel within 24 hours of payment and before any onboarding work has begun, a full refund of the setup fee will be issued.
2. Monthly Subscription Fees
Before go-live
If your service has not yet gone live and you cancel within 7 days of your first monthly payment, you are entitled to a full refund of that payment. Cancellations after 7 days but before go-live will receive a pro-rata refund for unused days in the billing cycle.
After go-live
Once your AI assistant is live and operational, monthly fees are non-refundable for the current billing period. You may cancel at any time with 30 days notice and will not be billed for the following cycle.
3. Usage Credits
Unused credits (minutes) within an active subscription are carried forward indefinitely and do not expire. Credits are not refundable as cash - they exist within the platform and are available to you for as long as your subscription remains active. Upon account closure, unused credits are forfeited. Please refer to our Terms and Conditions for full details on the dormancy and cancellation policy.
4. Service Failures
If PASM.ai experiences a verified service outage resulting in a material loss of functionality for more than 48 continuous hours, affected clients are entitled to a pro-rata credit for the affected period. This credit will be applied to the next billing cycle automatically. We do not issue refunds for minor disruptions, scheduled maintenance, or issues caused by third-party integrations outside our control.
5. Disputes
If you believe a charge is incorrect or you are entitled to a refund under this policy, contact us at [email protected] within 30 days of the charge. Include your account name, the amount in question, and a brief description of the issue. We aim to respond within 3 business days. Chargebacks raised without first contacting us will be disputed and may result in account suspension pending resolution.
6. Changes to This Policy
We may update this refund policy from time to time. Active subscribers will be notified of material changes by email at least 14 days before they take effect.
7. Contact
For refund requests or billing queries: [email protected]