Refund Policy
30-day satisfaction guarantee
If Nova isn't a fit within your first 30 days of paid service, email hello@brandtalkai.com and we'll refund your first month's subscription fee. One per customer, applied to the first paid month only.
Setup fees
Setup fees are non-refundable after onboarding has begun — that includes any of: training Nova on your data, configuring your number, building your booking integration, or any direct-to-customer engineering time.
Exception: if you cancel before any onboarding work has started, we'll refund the setup fee in full. If onboarding has begun but isn't complete, we may refund a prorated portion at our discretion.
Monthly subscriptions
Cancel any time through your billing dashboard. Cancellation takes effect at the end of the current billing period — we don't prorate partial months. You retain access until the period ends.
Annual subscriptions
Annual plans are prepaid in a single charge covering the full 12-month term. The ~8% discount and the waived setup fee are given in exchange for that commitment, so if you cancel early both are forfeited. We calculate your refund like this: the months you have used — including the month in which you cancel — are re-priced at our standard monthly rate, the waived setup fee becomes payable, and whatever remains of your prepayment is refunded to you. Example: a $3,289 annual Reception plan cancelled during month 4 is charged 4 × $299 = $1,196 plus the $299 setup, leaving a $1,794 refund. Partial months are not prorated.
Service downtime
If we have a major outage (more than 8 hours of downtime in a single billing period), email us and we'll prorate a credit toward your next bill. We don't refund for third-party outages outside our control (e.g., national Twilio outage), but we'll work with you in good faith.
Chargebacks
Please contact us before initiating a chargeback. We answer fast and refund quickly when warranted. Initiating a chargeback while service is active and undisputed may result in account suspension.
How to request a refund
Email hello@brandtalkai.com from the email address on your account with: your customer ID or registered email, the date of charge, and the reason for the refund. We respond within 2 business days and process approved refunds within 5 business days back to your original payment method.