1. Summary
| Situation | What you get | Timeframe |
|---|---|---|
| You change your mind after ordering, before the kickoff call | Setup fee refunded in full | Within 7 days of ordering |
| You cancel after building has started, before go-live | Setup fee not refunded (work performed); no monthly fee is charged | Any time before go-live |
| We fail to take you live for reasons on our side | Setup fee and any monthly fee paid refunded in full | 21 business days after we receive your Materials and Brief approval |
| The Assistant does not do what the Brief says and we cannot fix it | First monthly fee refunded | Reported within 30 days of go-live; 5 business days for us to fix |
| You cancel the monthly subscription | Service continues to the end of the paid period; nothing further charged; no partial refund | Any time, effective at end of current billing period |
| We charged you twice or in error | Full refund of the erroneous amount | Within 5 business days of you telling us |
| We change the price of your plan | Right to cancel before the new price applies | At least 30 days’ notice by email |
2. The setup fee
The setup fee pays for work: the kickoff call, writing the Brief, building and training the Assistant, testing it, connecting your number to the WhatsApp Business Platform and guiding you through Meta verification. Because most of that work is performed in the first days, the refund terms are tied to how far along we are.
2.1 Cooling-off: full refund
If you cancel within 7 days of placing your order and before the kickoff call has taken place, we refund the setup fee in full, no questions asked. Email billing@unwiregrowth.com.
2.2 After building has started: no refund, no further charges
Once the kickoff call has taken place and we have begun building your Assistant, the setup fee is non-refundable because the work it pays for is being performed. You can still cancel at any point before go-live; you will not be charged any monthly fee, and we will send you what has been produced so far (the Brief and, where it exists, the Assistant’s knowledge base in readable form).
2.3 If Meta declines verification
If Meta refuses business verification for your business and the refusal cannot be resolved within 30 days despite reasonable efforts by both of us, we treat this as a failure to go live that is nobody’s fault, and we refund 50% of the setup fee. If the refusal results from information you gave us being inaccurate, no refund is due. If it results from an error in how we prepared the submission, the go-live guarantee in section 3 applies and we refund the setup fee in full.
3. Go-live guarantee
If your Assistant has not gone live within 21 business days of the later of (a) our receiving your complete Materials and (b) your approval of the Brief, and the delay is for reasons within our control, you may cancel and we refund the setup fee and any monthly fee paid, in full.
Days on which we are waiting on the following do not count towards the 21 business days:
- Materials, information, approvals or test feedback we have requested from you;
- Meta’s business verification, display-name, template or account reviews;
- Verification codes, documents or account access that only you can provide;
- Third-party integrations that are unavailable or for which you have not granted access.
We tell you in writing whenever the clock is paused and why, so there is never any doubt about where the timeline stands.
4. First-month guarantee
If, within 30 days of go-live, the Assistant is not performing as described in the approved Brief, tell us in writing with examples. We have 5 business days from your report to fix the problem. If we can’t, you may cancel and we refund your first monthly fee in full. The setup fee is not refunded under this section, because the Assistant was built, connected and taken live as ordered.
“Not performing as described in the Brief” means the Assistant is failing to do things the Brief says it will do (for example, not answering questions the Brief covers, not handing over when the Brief says it should, or giving answers that contradict Materials you supplied). It does not mean a difference in sales results, changes to your business not reflected in updated Materials, or behaviour outside the Brief that was never agreed.
5. Cancelling the monthly subscription
Starter and Growth subscriptions are month to month. You may cancel at any time and for any reason.
5.1 How to cancel
Email billing@unwiregrowth.com from the email address on your account (or reply to any invoice) saying you wish to cancel. No form, no call, no retention sequence. We confirm by email within one business day; if you have not received confirmation within two business days, please email again or write to hello@unwiregrowth.com.
5.2 When it takes effect
Cancellation takes effect at the end of the billing period you have already paid for. The Assistant keeps working until then. No further payments are taken. Because you receive the service for the whole period paid, we do not refund partial months, except where section 3, 4, 8 or 9 applies or where the law requires.
5.3 What happens after
- The Assistant stops replying at the end of the paid period. If you like, we set a final auto-reply that directs customers to your team.
- Within 10 business days we hand over administrator access to any Meta assets we hold on your behalf. Your number and accounts were always yours.
- On request we provide an export of your conversation data and a readable copy of the Assistant’s knowledge base and rules.
- We delete the Assistant’s configuration and your Materials from our systems within 30 days, keeping only what the law requires (for example billing records).
5.4 Reactivating
If you come back within 90 days of cancellation we can usually restore your Assistant without a new setup fee, subject to your business not having changed materially. After 90 days a reduced setup fee may apply, which we quote in advance.
6. Managed plans
Managed plans are governed by the written proposal you sign, which states the setup price, monthly price, initial term, notice period and any specific refund terms. Where the proposal is silent, this policy applies. Notice periods for Managed plans are never longer than 60 days.
7. Additional conversations and other charges
Charges for additional Conversations (US$15 per 100 above your plan’s allowance) are for service already delivered and are not refundable, but we always notify you before they are billed and we can cap the Assistant at your allowance on request. Separately quoted work (extra integrations, custom development) is refundable only as stated in its quote.
8. Price changes
If we change the price of your plan we email you at least 30 days before the new price applies. If you cancel before it applies you pay nothing more than the old price for the periods already billed. If we ever apply a price change without the notice period we refund the difference.
9. Duplicate or erroneous charges
If we charge you twice, charge the wrong amount, or charge after a confirmed cancellation, tell us and we refund the erroneous amount in full within 5 business days of your message. You do not need to prove anything beyond pointing to the charge; we check our records.
10. How and when refunds are paid
Refunds are made to the original payment method. We initiate approved refunds within 10 business days of confirming them, and usually within 5. Your card issuer or bank may take a further 5 to 10 business days to show the credit. Refunds are made in the currency and amount originally charged; we are not responsible for exchange-rate differences applied by your bank. We confirm every refund by email with the amount and the date it was initiated.
11. Chargebacks and disputes
If you believe a charge is wrong, please contact us first at billing@unwiregrowth.com. Almost every billing issue can be resolved by email within a business day, and a refund from us reaches you faster than a chargeback does. Where a chargeback is raised for a charge that this policy shows was valid, we provide our records (order, Brief, go-live confirmation, correspondence) to the card network, and we may suspend the Service until the matter is resolved.
12. Your statutory rights
This policy adds to, and does not reduce, any rights you have under the law of the place where you are located. In particular, if you are a consumer in a jurisdiction that grants a statutory withdrawal or cooling-off period, that period applies in addition to section 2.1. Where you ask us to begin the setup work within a statutory withdrawal period, you may be asked to acknowledge that you will pay for work performed up to the point of withdrawal, as the law allows.
13. How to contact us
Cancellations, refunds and billing questions: billing@unwiregrowth.com. Anything else: hello@unwiregrowth.com. Our postal address is in the footer of every page. A person replies within one business day.