Refund Policy.

How you pay

Automatus Assist has a one-off setup fee, quoted in writing before we start, and pay-as-you-go usage taken from a prepaid balance (your wallet). Your phone line has a monthly charge taken a little each day. There is no long contract.

Usage is always deducted first

Every refund is worked out after deducting everything you have used and anything you owe: calls, texts, emails, phone line days and any amount owed from an empty wallet. We only refund what is left. This applies to every refund below, including any refund of a setup fee.

Setup fee

• Before we start your setup: if you cancel before we begin building your receptionist, we refund your setup fee, less any usage.
• After we start: the setup fee covers work already done for you (your discovery call, the build, your number and its paperwork) and is not refundable once work has begun.
• If we can't deliver: if we cannot get your service working, for example because a phone number cannot be issued for your business, we refund the setup fee, less any usage.

Your wallet balance

• Unused balance you have topped up is refundable once all usage and anything owed has been deducted. Ask at any time, or it is refunded automatically when your account closes.
• Credit we gave you, such as a sign-up bonus or goodwill credit, is not refundable.
• Charges for calls, texts, emails and phone line days already used are not refundable.

Mistakes and outages

• If we charge you by mistake, we refund it.
• If the service is unavailable for more than 24 hours in a month through our fault, we refund the usage charged for anything that failed because of it, on request.

Cancelling

You can close your account at any time by emailing [email protected] from the owner's email address. There is no notice period. Your account is suspended and scheduled for permanent deletion 30 days later; until then it can be restored on request. Any refundable balance is paid back once the account closes.

How refunds are paid

Refunds go back to the payment method you used, or by bank transfer if that isn't possible, within 10 working days of being agreed.

Automatus Assist is a business-to-business service, so the consumer cooling-off rules do not apply.

Questions or disputes

Email [email protected]. We aim to reply within one working day and to resolve any refund request within 5 working days.