This policy sets out when we refund payments for the Switchie service. It should be read together with our Terms of Service. Payments are processed by Lemon Squeezy as merchant of record, and approved refunds are returned through the original payment method.
We stand behind one specific promise: if, in your first 30 days live, Switchie does not book jobs whose estimated value on your Calls screen adds up to at least one month of your subscription fee (the amount you actually paid), we will refund everything you've paid — the first month's subscription and the setup fee.
How it's measured. By the "Estimated value booked" figure and the booked jobs listed on the Calls screen of your customer portal for the 30 days starting on your go-live date (the day forwarding is confirmed on). The portal is the single source of truth for the guarantee, for both of us.
Conditions. The guarantee applies when the Service had a fair chance to work:
How to claim. Email legal@switchieai.com within 14 days after your first 30 live days end, from your account email, with "Guarantee claim" in the subject. We confirm the numbers against your Calls screen and process approved refunds within 10 business days. One guarantee claim per customer business.
The subscription is month to month. You can cancel any time from the billing portal; the Service continues to the end of the paid period and no further payments are taken. Because each month is billed for the month ahead and the Service runs from day one, payments for started billing periods are not refunded pro-rata, except under the guarantee above, where section 4 applies, or where we terminate for convenience (in which case the unused period is refunded pro-rata).
The setup fee covers work performed: building, configuring, and testing your agent. It is refundable only (a) under the 30-Day Performance Guarantee, (b) if you cancel in writing before we begin the build, or (c) if we are unable to deliver a working agent for reasons on our side.
If a verified fault attributable to us (not to your phone carrier, your forwarding settings, or a connected third-party system) makes the Service materially unavailable for more than 24 consecutive hours, we will, at your choice, extend your subscription by the affected time or credit a pro-rata amount for it. Report faults to legal@switchieai.com so time can be measured from your report.
Charges from your own telecommunications provider (including forwarding charges); losses said to arise from missed or mishandled calls or unbooked jobs (see Terms, section 9); periods where the Service was suspended for non-payment or breach; and fees for months after you chose not to cancel.
If you believe a charge is wrong, contact us first — genuine issues are fixed faster through this policy than through your bank. Chargebacks raised for fees genuinely owed, without first using this process, are treated as a material breach of the Terms and may result in suspension of the Service and recovery of the disputed amount.
Nothing in this policy excludes rights you have under laws that cannot be excluded, including the Australian Consumer Law. If a non-excludable consumer guarantee entitles you to a remedy, that remedy is available in addition to, not instead of, this policy.
Contact: Nikita Blud PR Novi Sad · Gajeva 3A, Novi Sad, Serbia · legal@switchieai.com