Refund & Cancellation Policy

This policy applies to ReplyDesk and consulting services provided by Tayeb Sustainable Management Consultancy LLC and forms part of our Terms of Service. All amounts are in US dollars.

1. How to cancel

Email us at support@tryreplydesk.com (ReplyDesk) or billing@tryreplydesk.com (consulting) from the email address on your account, with the subject line "Cancel my ReplyDesk plan". We will confirm your cancellation in writing within one business day.

• Your cancellation takes effect at the end of your current paid month. Your assistant keeps working until then, and you will not be charged again.
• There are no cancellation fees.
• On request within 30 days of cancellation, we will send you an export of your lead and conversation records.

2. Monthly subscription fees

Monthly fees are billed in advance. Because the Service is available to you for the full month you have paid for, we do not give partial refunds for unused days after a cancellation, except where required by law or as described in sections 5 and 6.

3. Setup fees

• Before work starts: if you cancel before we begin building your assistant (that is, before you submit your intake form), we refund your setup fee in full.
• After work starts: once we have started building your assistant, the setup fee is non-refundable, except under the Setup Fee Guarantee below or where we fail to deliver (see section 5).

4. Setup Fee Guarantee

If your assistant does not recover more than it costs during your first two full calendar months of service, we will refund your setup fee. Here is how it works:

1. What counts as "cost": the total monthly fees you paid for those two months.
2. What counts as "recovered": the estimated revenue recovered shown in your monthly results reports for those two months. This is calculated as the number of appointments or jobs booked by the assistant multiplied by the average job value you gave us in your intake form.
3. Conditions: during those two months your assistant must have stayed live on the channels included in your plan, your account must have been paid up to date, and you must have kept your business information and calendar up to date as described in our Terms.
4. How to claim: email us within 14 days after the end of your second full month. We will review your reports and reply within 5 business days.
5. Payment: approved refunds are paid to your original payment method.

The guarantee applies once per business and covers the setup fee only, not monthly fees.

5. If we don't deliver

If we fail to make your assistant live within 15 business days of receiving your complete intake form and the access we need, and the delay is caused by us, you may cancel and receive a full refund of your setup fee and any monthly fee already paid.

5A. Consulting engagements

• Before work starts: if you cancel after paying your deposit but before work begins, we refund the deposit in full.
• During the engagement: you can cancel at any time by email. You pay for work completed up to the cancellation date, based on the milestones or the time spent as set out in your proposal. If your deposit exceeds that amount, we refund the difference; if it is less, we invoice the balance. You receive all work completed up to that date.
• After delivery: once final deliverables have been delivered and accepted, fees are non-refundable. If a deliverable does not match the agreed scope, tell us within 14 days of delivery and we will revise it at no extra cost.
• If we cancel: if we are unable to complete an engagement, we refund any fees paid for work not delivered.

6. Billing errors and duplicate charges

If you are charged incorrectly or more than once, contact us and we will refund the incorrect amount in full once confirmed.

7. How refunds are paid

Approved refunds are issued to the original payment method, or by bank transfer for payments made by bank transfer, within 10 business days of approval. Depending on your bank or card issuer, it may take a further 5 to 10 business days for the refund to appear on your statement.

8. If we cancel

We may end the Service with 30 days' written notice, in which case we refund any fees paid for the period after the end date. If we suspend or end the Service because of a material breach of our Terms (for example, non-payment or misuse), refunds are not provided for the remaining period.

9. Questions or disputes

If you have a question about a charge, please contact us first. We will do our best to resolve it quickly and fairly.