1. Introduction and Scope
This Billing, Refund, and Dispute Resolution Policy (“Policy”) governs all payments, refunds, and disputes related to the services (“Services”) provided by Assistants AiQ LLC (“Company,” “we,” or “us”). This Policy is incorporated by reference into our main Terms of Service.
By purchasing or subscribing to our Services, you agree to this Policy. If you do not agree, you may not use the Services.
2. General Billing and Payment
2.1. Payment Methods
You agree to provide a valid payment method and keep it current. We accept payments via credit card and other methods as made available.
2.2. Authorization
You authorize us to charge your payment method for all applicable fees, including subscription fees, usage charges, taxes, and any other charges incurred in connection with your account.
2.3. Invoicing
For certain plans, we may provide invoices. All invoices are due upon receipt unless otherwise specified.
2.4. Failed Payments
If your payment method fails, we may attempt to re-process the charge. If payment is not successfully completed, we may suspend or terminate your access to the Services. You remain responsible for all unpaid fees.
3. Subscription Terms
3.1. Subscription Plans
We offer various subscription plans with different features and fees. Your subscription begins on the date we receive your initial payment.
3.2. Automatic Renewal
Unless you cancel your subscription, it will automatically renew at the end of each subscription term for a period equal to the original term. You authorize us to charge your payment method for the renewal term at the then-current rates.
3.3. Cancellation
You may cancel your subscription at any time through your account settings or by contacting customer support. Cancellation will take effect at the end of your current billing period. No refunds or credits will be provided for partial subscription periods.
3.4. Price Changes
We reserve the right to change our subscription fees. We will provide you with at least thirty (30) days’ notice of any price increase before your renewal date.
4. Refund Policy
4.1. 90-Day Performance Guarantee
New clients are covered by our 90-Day Performance Guarantee. In summary: if, during the first ninety (90) days following the start of your subscription, the Recovered Value of the qualified missed-call opportunities the Services recover for you does not exceed the Service Fees (setup fee and subscription fees) you paid for that period, you may claim a refund of those Service Fees, subject to the eligibility conditions, calculation method, and claim procedure set out in our Performance Guarantee Policy. The Performance Guarantee is governed in full by that Policy and takes precedence over the “all sales are final” provisions in Section 4.2 to the extent a valid claim is approved. Per-minute voice usage and overage charges, advertising spend, and third-party or pass-through charges are not refundable under the guarantee.
4.2. All Sales Are Final (Outside the Guarantee)
Except for the 90-Day Performance Guarantee described in Section 4.1, and except as otherwise expressly provided in this Policy or as required by applicable law, all fees are non-cancelable and non-refundable. We do not provide refunds or credits for:
- Non-use or partial use of the Services
- Subscription cancellations after the renewal date
- Service interruptions not covered by our Service Level Agreement
- Downgrades of your subscription plan
4.3. Exceptions Required by Law
Certain jurisdictions may require refunds in specific circumstances (e.g., pro-rata refunds for annual subscriptions upon cancellation). We will honor such refund rights where legally mandated.
4.4. Service Credits
For service availability issues, your sole and exclusive remedy is a service credit as defined in our Service Level Agreement, which is part of our main Terms of Service.
5. Professional Services
5.1. Fees
Fees for professional services (e.g., implementation, training, consulting) are non-refundable once the service has been delivered.
5.2. Cancellation
If you cancel a scheduled professional service with less than five (5) business days’ notice, you may be charged a cancellation fee up to the full amount of the scheduled service.
5.3. Unused Hours
Prepaid professional services hours or credits expire twelve (12) months from the date of purchase and are non-refundable.
6. Billing Inquiries and Disputes
6.1. Billing Inquiries
If you have a question about a charge on your account, you agree to contact our customer support team at support@assistantsaiq.com within thirty (30) days of the charge date. We will investigate and respond to your inquiry in a timely manner.
6.2. Cooperation
You agree to cooperate with us in any investigation of a billing inquiry, including providing any requested information.
6.3. Dispute Resolution
You agree to use the process in this Section 6 before initiating a chargeback or other external dispute. Failure to do so may be considered a breach of this Policy.
7. Chargebacks
7.1. Chargeback Prohibition
You agree not to initiate any chargebacks or payment reversals, except for charges resulting from a documented billing error that we have failed to correct or a transaction that you did not authorize.
7.2. Consequences of Improper Chargebacks
Initiating a chargeback for reasons other than a documented billing error or unauthorized transaction (e.g., dissatisfaction with the Services, forgetting to cancel a subscription) is a violation of this Policy. In the event of an improper chargeback, we reserve the right to:
- Dispute the chargeback and provide evidence of your agreement to this Policy.
- Suspend or terminate your account immediately and without notice.
- Pursue collection of the disputed amount and associated costs.
7.3. Liquidated Damages for Improper Chargebacks
You acknowledge that improper chargebacks cause significant administrative and operational harm to our business, the amount of which is difficult to ascertain. Therefore, you agree to pay us liquidated damages in the amount of $1,250 per improper chargeback. This amount is a reasonable pre-estimate of our damages and is not a penalty.
8. Collections
8.1. Overdue Accounts
Any account with an outstanding balance more than thirty (30) days past due may be referred to a third-party collections agency.
8.2. Collection Costs
You agree to pay all costs associated with collecting overdue amounts, including but not limited to collections agency fees, reasonable attorneys’ fees, and court costs.
9. Account Suspension and Termination
We reserve the right to suspend or terminate your account for any violation of this Policy. If your account is terminated, you remain liable for all unpaid fees, and no refunds will be provided for any prepaid amounts. Please refer to our Terms of Service for more information on termination consequences.
10. Policy Amendments
We may amend this Policy at any time by posting the revised version on our website. Your continued use of the Services after any changes constitutes your acceptance of the new Policy.
11. Contact Information
For all billing inquiries and support requests, please contact us at:
Assistants AiQ LLC
Email: support@assistantsaiq.com
Phone: +1 (833) 385-1200