Refund and Cancellation Policy

1. The short version

• Card required. Nothing is charged today. The trial runs 30 days, and we may extend it once, by 7 days, at our discretion.
• On the charge date your plan starts automatically and the card on file is charged the plan price, unless you cancel first from the billing page. We email a reminder 7 days before that date.
• During the trial you can buy one phone number ($5 USD a month, billed monthly from the day you buy it) and add prepaid usage credit for texting and calls. Both are paid purchases.
• If the trial ends without payment, the number subscription is cancelled and the number is held for 14 days in case you come back. Usage credit already on the account is not refunded.
• There is no setup or build fee. The trial converts straight to the plan you chose.
• Plans are billed in advance and renew automatically. Cancel any time; the plan runs to the end of the period you have paid for, and we do not refund part of a period. When a paid plan ends, your account moves to the free plan instead of closing, unless we have suspended it.
• Money you add to the texting and calling wallet is used as you go and is not converted back to cash.
• We do not promise a number of leads, conversations or sales. See section 7.

If anything below is unclear, email support@peakifyhub.com before you assume the worst. Most billing questions are settled in one message.

2. The trial

The trial runs 30 days from the moment you sign up. Card required. Nothing is charged today. It gives you the platform, the AI and your knowledge base to evaluate straight away.

Phone, texting and calls during the trial. You can buy one phone number for $5 USD a month, billed monthly starting the day you buy it, once you have added at least $10 of prepaid usage credit and turned on two-factor sign-in. Texts, calls and AI phone minutes are then paid from that credit, the same as for a paying customer. Buying a second number, and reclaiming a released number, both wait until your plan starts.

When the trial ends, the plan you selected starts and its price is charged to the card on file, unless you cancelled first. You can also go live earlier from the billing page. If your card is declined, nothing is charged and the trial carries on as it was until the card is fixed.

Cancelling during the trial. Open the billing page, press Manage in Stripe, and cancel there before the charge date. Nothing is charged for the plan. If you bought a phone number, that subscription is cancelled too and the number is held for 14 days in case you come back; usage credit already added stays on the account but is not refunded.

More time. We may, at our discretion and once per account, extend the trial by 7 days. It is not something you can switch on yourself.

Fair use during the trial. A fair-use limit applies to the number of AI-handled conversations a trial account can run each month. The current limit is shown in the app, and it stops applying the moment you go live on a paid plan. If you reach it, the AI stops replying until it resets, and the chat widget falls back to collecting a visitor’s details for you to follow up.

3. No setup fee

There is no one-time setup, build or onboarding fee and no separate managed period. Your subscription converts directly from the trial to the plan you selected. Where we offer a founder or promotional rate, it is a discretionary rate we may grant to a limited number of accounts and is not conditioned on any one-time payment.

4. Monthly and annual plans

Plans are billed in advance, on the same day each period, starting the day your trial ends. They renew automatically until you cancel.

Cancelling. Open the billing page, press Manage in Stripe, and cancel there. Cancelling is done in Stripe rather than in our app so the record of it sits with the people who took the payment. Your plan keeps running to the end of the period you have already paid for; nothing stops the moment you press the button, and we do not refund the unused part of a period. An annual plan that is cancelled runs to the end of the year you paid for. After that, your account moves to the free plan (section 6).

Changing plan. Moving up to more contacts starts today, and you pay the difference for the rest of the period straight away. Moving from monthly to yearly also starts today: you pay for the year, less credit for the days of this month you have already paid for. Any other change switches on straight away and is charged from your next renewal, with no refund for the rest of the period you are in. Moving from yearly back to monthly happens at your yearly renewal. The confirmation screen tells you what you will pay and when before you agree. Plan changes are blocked while a payment is outstanding.

Overage. If your plan has a usage allowance and you exceed it, the extra usage is charged at the rate shown on the pricing page and in the app.

5. The texting and calling wallet

You have one wallet for texting and calling. It is money you add, and texts and calls are taken out of it as you use them. You can set the wallet to top itself up when it runs low. AI replying to your customers is tracked for your records but is never charged.

Wallet balance is not converted back to cash. Any promotional or bonus credit on the account is forfeited when the subscription ends. If you believe a wallet charge was made in error, email us and we will look at it.

6. What happens when your paid plan ends

However a paid plan ends, whether you cancel or a payment still cannot be collected after Stripe’s retries, your account moves to the free plan. It does not close. The one exception is an account we have suspended: it stays suspended, and if we lift the suspension it comes back on the free plan.

• Your inboxes, contacts and conversation history stay, and web chat keeps working on your website. The AI answers from the free plan’s one-time allowance of conversations; after that, your team keeps replying.
• Conversation history is kept, not deleted, when the paid plan ends, though it is not part of what you can export.
• Everything that costs money stops: texting, calling, Voice AI, add-on subscriptions and auto top-up. Nothing further is charged.
• Your phone numbers are held for a short while before they are released, in case you come back. Once the hold window has passed they may be released, and a released number cannot be brought back.
• Promotional or bonus credit is forfeited. Wallet credit you paid for stays on the account but is not refunded, and the free plan does not use it.
• You remain responsible for usage already incurred but not yet reconciled by the carrier.
• You can upgrade again at any time from the billing page.

If you want a copy of your data, export it before you cancel: Settings, Security & data, Data & privacy. After the export window your data is deleted on the schedule in our Data Processing Addendum, except records we must keep by law.

7. No outcome guarantee

Peakify does not guarantee any particular number of leads, qualified conversations, appointments, sales or revenue. What we commit to is operational: every lead that reaches the platform is answered, followed up and tracked on the configuration you approve. Whether, and how many, leads arrive depends on your market, your offer and your pricing, which are outside our control. Any example figures we publish are illustrative, not a promise.

8. Refunds for material breach

If Peakify materially breaches the Terms and does not fix it within thirty (30) days of your written notice, you may end the subscription and receive a refund of prepaid subscription fees covering the period after the termination date. This is independent of section 7 and does not depend on lead volume.

9. Chargebacks

If you have a billing dispute, contact us first at support@peakifyhub.com and give us a fair chance to resolve it before raising a chargeback with your card issuer. Chargebacks are costly to defend even when the charge was valid, and one raised before we have had that chance is treated as a breach of the Terms. A chargeback later found to be fraudulent or wholly unsupported makes you liable for our reasonable recovery costs. Nothing here limits any genuine right of recourse you have through your card issuer or under applicable law.

10. Taxes and currency

Prices are in US dollars and exclude GST, HST, PST and any other sales tax, which is added at the rate in force at the time of the charge. A refund is net of any tax we have already remitted and cannot recover. If your card is in another currency, your issuer applies its own conversion rate and may charge a foreign-transaction fee; we refund only what we actually received.

11. Your consumer-protection rights

Nothing in this policy limits a right you have that cannot be excluded or changed by contract under Manitoba’s Consumer Protection Act or Business Practices Act (where you qualify as a consumer under those Acts) or the federal Competition Act. If a clause here conflicts with such a right, the right prevails and the rest of the policy continues.

12. Changes to this policy

We may update this policy. A material change, for example to the trial length or to how refunds are treated, will be notified to the email on your account at least thirty (30) days before it takes effect, and applies to new charges only. Clarifications that do not reduce a right you have take effect when posted.