Legal

Refund policy

Last updated: August 24, 2026

1. Scope

This policy covers subscription fees for the SureRelay Done-For-You plan ($197/month) and the SureRelay Self-Serve plan ($65/month), and usage charges billed on top of either plan. It forms part of our Terms & Conditions.

2. Done-For-You plan: the onboarding-call guarantee

When you subscribe to Done-For-You, we build your account and then walk you through it live on an onboarding call before it goes into use. If, on that call, you decide the system does not deliver the value you expected, tell us on the call and we will refund the first month's subscription fee of $197 in full, immediately, to the payment method you used. No form, no waiting period, no questions beyond wanting to understand what fell short.

To keep this fair for everyone, the guarantee applies when:

• you attend the onboarding call (rescheduling is fine and does not affect the guarantee); and
• you ask for the refund during the onboarding call, or by email to [email protected] within 24 hours of the call ending.

If you do not attend the onboarding call within 30 days of subscribing, despite our reminders, the guarantee lapses and the standard terms in section 4 apply. We will always try to reschedule with you first.

When a refund is issued under this guarantee, the account is closed and any build work, pages, numbers and automations we created are removed. If you asked us to port your phone number in, we will release it back to you.

3. Self-Serve plan

The Self-Serve plan gives you immediate access to the full platform. Because access begins the moment you subscribe, Self-Serve subscription fees are non-refundable. You can cancel at any time and you keep access until the end of the period you have paid for. If you cancel within the first 7 days and have not sent any messages or made any calls from the account, email us and we will consider a refund at our discretion.

4. Monthly renewals and cancellation

Both plans renew automatically each month on the date you subscribed, and are charged to the card on file. You can cancel at any time from your account settings or by emailing [email protected] from the email address on the account.

• Cancellation takes effect at the end of the current paid month. You keep full access until then.
• Renewal fees for a month that has already started are not refunded, and we do not pro-rate partial months.
• To avoid being charged for a renewal, cancel before the renewal date. If a renewal was charged within the previous 3 days and the account has not been used in that time, email us and we will refund it.

5. Usage charges

Charges for calls, text messages, emails, AI actions and phone numbers are passed through at the cost we are charged by the carriers and providers. They are billed to your card as incurred or in periodic batches. Because these costs are incurred with third parties at the time of use, usage charges are non-refundable, except where a charge resulted from a verified error on our side.

6. Errors and disputes

If you believe you have been charged in error, email [email protected] with the charge date and amount. We investigate every request and respond within 5 business days. Please contact us before opening a dispute with your bank — chargebacks on charges that were correctly made may result in account suspension until resolved.

7. How refunds are paid

Refunds go back to the original payment method. Most appear within 5–10 business days depending on your bank. We cannot refund to a different card or by other means.

8. Changes to this policy

We may update this policy from time to time. Changes apply to subscriptions started or renewed after the date at the top of this page. Material changes will be announced by email to the address on your account.

Questions about this policy: [email protected]