1. Setup fees
Setup fees pay for building your receptionist, your follow-up, and your listings. They are not refundable, with one exception: under the Seven Days promise, if your receptionist is not live within 7 business days of kickoff and the delay is on our side, we refund the setup fee in full. Delay caused by information, approvals, or call forwarding we are waiting on from you does not count. The seven days stop on the day we ask you in writing for something we need to finish the build that was not already given to us at kickoff, and start again on the day you give it to us; waiting on your own carrier or other providers counts as waiting on you (Terms, section 4).
2. The 30-day money-back on receptionist plans
If, within 30 days of go-live, you decide the receptionist is not for you, email [email protected] and we refund your first month's plan fee. No form, no argument.
- Covers the plan fee for the first month of Front Desk, Growth Desk, or Full Stack, including every location on your first Order Form.
- Does not cover the setup fee, add-ons, projects, or minutes used beyond your plan allowance.
- Must be requested within 30 days of go-live: the day your forwarded calls started being answered, or the deemed go-live date under section 3 of the Terms, whichever comes first. When go-live is deemed, we email you the last day of your 30-day window; if we send that email late, the window runs to 30 days after we send it.
- Service ends on the day you ask; we release your forwarding the same day and issue the refund within 10 business days.
- Available once per client.
3. Monthly fees
Monthly fees are charged in advance for the month ahead. They are not refunded or pro-rated when you cancel; the service runs to the end of the period you paid for. After your initial term, you can cancel any month by emailing us before your billing date (by 11:59 pm Eastern time on the day before). Monthly fees keep running if you stop responding to us, and work we hold while we wait on you earns no refund or credit.
4. Websites and custom automation
The first 50% of a website build is refundable in full if you cancel in writing before design starts. Design starts on the day of the website kickoff call or the day we send you a first draft of the home page, whichever comes first (Terms, section 3). Once design has started, the first payment is earned for the work done and the production time we reserve for you, and is not refundable. The second 50% is due within 7 calendar days of the day we send you the finished site for final review, whether or not you reply, and the site launches once it is paid. There are no refunds after final review or launch.
Custom automation is paid the same way: the first 50% is refundable only if you cancel in writing before work starts (its kickoff call or our written build plan, whichever is first), and then it is not refundable.
A website built at a discount inside Full Stack earns its discount over the 12 months after launch. If Full Stack ends sooner, the part not yet earned is due, except when Full Stack ends under the Thirty Days promise, the Lead Guarantee exit, or our material breach that we did not fix (Terms, section 8).
A project that closes because we were waiting on you keeps everything paid for it (Terms, section 9). You can restart it within 6 months for a restart fee; after that it starts again as a new project.
5. Local SEO and ads management
Retainer fees are not refundable. Ad spend you pay directly to Google or Meta is never held or refunded by us.
Where your Order Form says ads run from Valistix's ad account, you pay us a flat monthly ad budget instead. It is a fee for the advertising we buy for you, not a pass-through of media costs: it covers media, our buying costs, and our margin; we decide the media spend inside it in good faith; we do not itemise it; we keep any part we do not spend and cover any overrun; and it is not refunded. For each full 7 days in a billing month in which the ads do not run for reasons on our side, we credit one quarter of that month's flat ad budget to your next invoice (Terms, section 8).
Where your Order Form includes the Lead Guarantee, the remedy is free work, not a refund: for any covered month in which we deliver fewer leads than the guaranteed number, the next month's management fee is free, and if we miss two consecutive covered months you may end the retainer with no further obligation. A month is not covered, and is not a miss, if the campaign waited more than 3 business days on something we asked you for in writing; we tell you within 5 business days of that month ending, or the month stays covered. The full terms are in section 5 of our Terms of Service.
6. Service credits
Under the Two Rings promise, if our system is down or fails to answer forwarded calls, we credit your next invoice for the plan fee pro-rated to every hour of the outage. Credits are applied to your account, not paid in cash, and do not survive cancellation. No credit is owed for hours when your service is paused under the Terms (for non-payment, a chargeback, or at your request), or for work we hold while we wait on you.
7. How to ask
- Email [email protected] from the address on your Order Form, with your business name and what you are asking for.
- We confirm within one business day.
- Approved refunds go back to the original payment method within 10 business days. Your bank may take a few more days to show it.
If you believe a charge is wrong, contact us first. We fix billing mistakes quickly. A chargeback or bank dispute on a valid charge is a breach of the agreement: your services pause until it is resolved, the amount stays owing, and the fees our payment processor charges us for the dispute are added to your balance. We never charge the disputed amount to the same card or account again without your written request (Terms, section 8).
8. If we’re waiting on you
Here is what happens, in order, when we need something from you and can't get it.
- We ask in writing for what we need and why, and ask you to send it within 3 business days.
- If we have asked twice over 10 business days without it, we pause the work that needs it and tell you in writing. Timelines stop, and nothing we promised is late.
- If no kickoff has been held, it is treated as held and we build from what we have. A receptionist or ads campaign that is ready and waiting only on you has its go-live treated as happening on the 10th business day after our first written request once it was ready, and your term, billing date, and (for receptionist plans) 30-day window run from it (Terms, section 3). Local SEO goes live when we send your first audit and plan.
- Monthly fees keep running while we wait. We keep doing what we can without you, and work we hold earns no refund or credit.
- A website or custom automation project closes if it stays paused for 30 days without what we asked for. Everything paid for it is kept as earned. You can restart within 6 months for a restart fee of 500 in your Order Form currency or 20% of the project price, whichever is more; after 6 months it is a new project at our prices then.
None of this changes the Thirty Days promise: if you ask within 30 days of go-live, or of a deemed go-live, your first month's plan fee comes back.
9. Changes
We may update this policy with 30 days' notice by email to clients. The version in force when you signed your Order Form applies to that Order Form.