Refund Policy

Effective date: July 1, 2026  ·  Last updated: July 8, 2026

This Refund Policy describes the circumstances under which reception.ai ("we," "us," or "our") will issue refunds for subscriptions purchased through reception.ai (the "Service"). This Policy is incorporated into, and should be read together with, our Terms of Service.

1. Overview

Subscriptions to the Service are billed in advance on a recurring monthly basis. We aim to handle billing fairly and transparently, and this Policy sets out when refunds are and are not available.

2. Subscription Billing Cycle

Your subscription begins on the date you first subscribe to a paid plan and renews automatically at the same interval (monthly) unless cancelled prior to the renewal date. Each renewal charge covers the upcoming billing period in full, regardless of when during that period you actually use the Service.

3. Cancellation

You may cancel your subscription at any time from your account settings. Cancellation prevents any future renewal charges but does not, by itself, entitle you to a refund of the current billing period; you will retain access to the Service through the end of the period you have already paid for.

4. Refund Eligibility Window

We offer a refund of your initial subscription payment if requested within seven (7) calendar days of the original purchase date, provided that you have not substantially used the Service — for example, provided that you have not activated a live phone number or received live customer calls through your AI receptionist. Requests submitted after this seven (7) day window, or relating to a renewal charge rather than an initial purchase, will be evaluated at our discretion on a case-by-case basis, taking into account factors such as the extent of usage and the reason for the request.

5. Non-Refundable Charges

The following charges are non-refundable, except where required by applicable law:

• usage-based charges for call minutes exceeding your plan's included allowance, as these reflect real third-party telephony and voice-AI costs already incurred on your behalf;
• renewal charges for subscription periods that have already substantially elapsed;
• any subscription where the associated phone number has actively received customer calls during the billing period in question; and
• fees for any add-on or one-time service explicitly marked as non-refundable at the time of purchase.

6. How to Request a Refund

To request a refund, email billing@reception.ai from the email address associated with your account, including your account email, the date of the charge in question, and the reason for your request. We aim to acknowledge all refund requests within three (3) business days.

7. Refund Method and Timing

Approved refunds will be issued to the original payment method used for the purchase. Depending on your bank or card issuer, it may take five (5) to ten (10) business days for a refund to appear on your statement after it has been processed on our end.

8. Chargebacks

We encourage you to contact us directly before initiating a chargeback or payment dispute with your bank or card issuer, as this allows us to resolve billing concerns more quickly. Accounts associated with a chargeback may be suspended pending resolution of the dispute.

9. Plan Downgrades and Upgrades

If you upgrade your plan mid-cycle, the new plan's pricing will generally take effect at your next billing date, and no partial refund is issued for the remainder of the current cycle at the prior plan's rate, unless otherwise stated at the time of upgrade. If you downgrade your plan, the change will take effect at the start of your next billing period.

10. Changes to This Policy

We may update this Refund Policy from time to time. The version of this Policy in effect at the time of your purchase will govern that transaction, unless we are required by applicable law to apply a subsequently updated version.

11. Contact Us

For billing or refund questions, contact us at billing@reception.ai.