Refund Policy
This Refund Policy forms part of the myGuest Terms of Service and applies to all fees paid to GuestAI, Inc. ("Provider" or "myGuest") by business customers ("Customer"). It summarises the refund rules of the Order Form. Where an Order sets out different or more specific terms, the Order prevails.
1. General Rule
All fees are non-refundable, except as expressly provided in the Order. The Services are provided to businesses only; consumer withdrawal rights do not apply.
2. Setup Fee and Trial
2.1 Setup Fee. The Setup Fee is paid at signing and triggers configuration and training of Customer's agent. The Setup Fee is non-refundable, including where Customer withdraws during the Trial Period, as it covers configuration and training work performed.
2.2 Trial and withdrawal. The Trial Period lasts fourteen (14) days from Trial Handover and is free of Subscription Fee. Customer may withdraw at any time during the Trial Period by written notice (e-mail is sufficient); no Subscription Fee is then charged and the Order Form terminates. If Customer does not withdraw, the subscription starts automatically on the day following the end of the Trial Period, or earlier on early go-live confirmed by Customer, and the Subscription Fee becomes payable.
3. Subscription Fees
3.1 Monthly billing. Fees for a started billing period are not refunded, in whole or in part. Termination takes effect at the end of a billing period, after the notice period set out in the Order (one (1) month; three (3) months after Customer has paid the second monthly Subscription Fee). Fees remain payable until termination takes effect.
3.2 Annual billing. Prepaid annual fees are non-refundable.
3.3 Online Orders. Where no notice period is stated, termination takes effect at the end of the current billing period, and fees for that period are not refunded.
4. Plan Changes
4.1 Upgrade. An upgrade takes effect upon confirmation. Fees are adjusted per the pricing applicable at the time of the change and billed pro rata for the current billing period.
4.2 Downgrade. A downgrade is requested by e-mail and takes effect from the third billing period after the request (monthly billing) or from the next renewal (annual billing). Fees already paid are not refunded.
Conversation Packages and Pass-Through Costs
Purchased conversation packages and unused monthly conversation allowances are non-refundable and do not roll over. Third-party pass-through costs, including dedicated phone number provisioning and maintenance, are non-refundable.
6. Suspension and Termination
Suspension of the Services, including for non-payment, does not entitle Customer to a refund and does not shorten the notice period. Termination for breach or force majeure under the Order does not give rise to a refund of fees already paid, unless the Order expressly provides otherwise.
7. Billing Errors
Duplicate charges and amounts charged in error are refunded in full. Customer must report a billing error within thirty (30) days of the charge.
8. Contact
Refund and billing requests go to team@myguest.ai, with the company name, invoice number and a description of the request. Provider responds within fourteen (14) days. Approved refunds are paid to the original payment method, or by bank transfer for invoiced payments.
9. Governing Law
This Refund Policy is governed by the laws of the State of Delaware, USA, in accordance with the Terms of Service.