Refund Policy

1. Overview

At BuildRightPros, we stand behind the quality of our AI-powered business services. This Refund Policy outlines the circumstances under which refunds may be issued for our Services.

2. 30-Day Money-Back Guarantee

2.1 Eligibility

First-time subscribers to our AI Reception service are eligible for a full refund of their first monthly subscription fee if they are not satisfied with the service within the first 30 days.

2.2 What's Covered

• Monthly subscription fee for the first billing period
• Applies to AI Reception and other subscription services
• Valid for first-time customers only
• Must be requested within 30 days of initial subscription

2.3 What's NOT Covered

• Setup fees (non-refundable once work has commenced)
• Usage-based fees for calls already processed
• Subsequent billing periods after the first 30 days
• Customers who have previously received a refund

2.4 How to Request

To request a refund under our 30-day money-back guarantee:

1. Email support@buildrightpros.com with subject line "Refund Request"
2. Include your account email and reason for dissatisfaction
3. We will process your request within 5 business days
4. Refunds are issued to the original payment method

3. Setup Fees

3.1 Non-Refundable Policy

Setup fees are non-refundable once work has commenced. This includes:

• AI Reception setup ($99-$496 depending on service)
• Custom configuration and integration work
• Phone number provisioning and setup
• Calendar and CRM integrations
• Custom greeting and workflow creation

3.2 Before Setup Begins

If you cancel your order before any setup work has begun, setup fees may be refunded at our discretion. Contact us immediately at support@buildrightpros.com.

4. Monthly Subscription Refunds

4.1 Standard Refund Policy

Monthly subscription fees are billed in advance and are generally non-refundable, except:

• Within the 30-day money-back guarantee period (first-time subscribers)
• In case of service outages exceeding our SLA commitments
• Billing errors or duplicate charges
• Extraordinary circumstances at our sole discretion

4.2 Pro-Rated Refunds

We do not offer pro-rated refunds for partial months. If you cancel mid-month, you will retain access to Services through the end of your current billing period, but no refund will be issued for unused days.

5. Usage-Based Fees

5.1 Call Processing Fees

Usage fees (typically $0.10-0.30 per minute of AI call time) are charged based on actual usage and are non-refundable, as they represent services already rendered.

5.2 Disputing Usage Charges

If you believe usage charges are inaccurate:

• Review your call logs and usage reports in your dashboard
• Contact support@buildrightpros.com with specific details
• We will investigate and adjust charges if an error is confirmed

6. Free Trial Policy

6.1 7-Day Free Trial

Our AI Reception service includes a 7-day free trial with no credit card required. This allows you to test the service risk-free before committing.

6.2 Conversion to Paid

If you choose to continue after the trial:

• You will be charged the applicable setup and monthly fees
• The 30-day money-back guarantee begins from your first paid billing date
• You may cancel during the trial with no charges

7. Service Level Agreement (SLA) Credits

7.1 Service Outages

If our AI Reception service experiences downtime exceeding our 99.5% uptime commitment (more than 4 consecutive hours in a month), you may be eligible for service credits.

7.2 Credit Calculation

• 4-8 hours downtime: 10% monthly fee credit
• 8-24 hours downtime: 25% monthly fee credit
• 24+ hours downtime: 50% monthly fee credit

7.3 Credit Application

Service credits:

• Are applied to your next monthly invoice
• Cannot be redeemed for cash
• Must be requested within 30 days of the incident
• Do not apply to scheduled maintenance (announced at least 48 hours in advance)

8. Billing Errors and Disputes

8.1 Duplicate Charges

If you are charged multiple times for the same service, contact us immediately. We will refund duplicate charges within 5 business days.

8.2 Unauthorized Charges

If you notice unauthorized charges on your account:

1. Contact us at support@buildrightpros.com immediately
2. We will investigate and suspend further charges
3. Confirmed unauthorized charges will be refunded in full
4. You may also contact your payment provider to dispute charges

8.3 Failed Payment Reconciliation

If a payment fails but your account shows a charge, contact us for reconciliation. We will verify payment status and issue refunds if applicable.

9. Chargebacks

9.1 Contact Us First

Before initiating a chargeback with your bank or credit card company, please contact us at support@buildrightpros.com. Most billing issues can be resolved quickly and amicably.

9.2 Chargeback Consequences

Initiating a chargeback without contacting us first may result in:

• Immediate suspension of your account
• Termination of Services
• Loss of eligibility for future refunds
• Potential legal action if the chargeback is deemed fraudulent

10. Cancellation Policy

10.1 How to Cancel

You may cancel your subscription at any time by:

• Logging into your account dashboard and clicking "Cancel Subscription"
• Emailing support@buildrightpros.com with your cancellation request
• Calling 801-348-8255 during business hours

10.2 Effective Date

Cancellations take effect at the end of your current billing period. You will retain access to Services until that date.

10.3 No Refund Upon Cancellation

Canceling your subscription does not entitle you to a refund for the current billing period, unless you are within the 30-day money-back guarantee window.

11. Exceptions and Special Circumstances

11.1 Extraordinary Situations

We may consider refunds outside of this policy for extraordinary circumstances, including:

• Medical emergencies or serious illness
• Natural disasters affecting your business operations
• Business closure or bankruptcy
• Extended service failures on our part

11.2 Request Process

To request a refund under exceptional circumstances:

1. Email support@buildrightpros.com with "Exception Refund Request" in the subject line
2. Provide detailed explanation and supporting documentation
3. Our team will review and respond within 7 business days
4. Approval is at our sole discretion and not guaranteed

12. Refund Processing

12.1 Timeline

Once a refund is approved:

• Processing begins within 5 business days
• Funds are returned to your original payment method
• Bank processing may take 5-10 additional business days
• You will receive email confirmation when the refund is processed

12.2 Payment Method

Refunds are issued to the original payment method used for the transaction. We cannot issue refunds to different accounts or payment methods.

13. Contact Information

If you have questions about this Refund Policy or wish to request a refund, please contact us:

14. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be communicated via email and posted on our website with an updated "Last Updated" date. Material changes will be announced at least 30 days before taking effect.

Your satisfaction is important to us. If you have concerns about our Services, please reach out before requesting a refund so we can work to resolve any issues.