Smith.ai Money-Back Guarantee FAQ

Jessica Paxton Updated by Jessica Paxton

What is the money-back guarantee?

At Smith.ai we want our receptionists and chat services to provide real value for your business and truly take work off your plate. And we want you to be able to fully experience what it’s like to have us on the front lines, risk free. That’s why we offer a 14-day money-back guarantee to all new clients. We get it. Things happen. If you decide Smith.ai isn’t for you in the first two weeks, we’ll refund your initial plan — no strings attached.

To receive your money back, send us your request within 14 days of your subscription date. Please send it via email to support@smith.ai with the subject line “Money-Back Request.”

Here are the details: 

  • New clients of Smith.ai can get their money back on Starter, Basic, Pro, and Custom plans for 14 days. 
  • If you want to cancel your service for any reason in the first 14 days, you get a refund of your plan and any add-on services, regardless of how many calls or chats you have used, up to $1,000. 
  • Any calls or chats over your plan quota (“overage”) are not included in the money-back guarantee.

How long does the money-back guarantee last?

14 days. Starting on the first day of your billing cycle, you have 14 days to notify us via email.

When does my promo code apply?

If you sign up with a promo code, it will be applied to your initial payment. So if you have a code for $100 off your first month and you sign up for a Starter plan at $285/month, your initial payment will be $185. If you incur overage (calls or chats above your plan quota), you will be charged for every overage call or chat, after the billing cycle has ended. For example, if you have 1 additional call, that would be $10.50, and your total payment for that month of services would be $195.50.

If you leave Smith.ai within the 14-day guaranteed period, we’ll refund you the initial price, up to $1,000, not including overage. In the above example, that would be $185. This is the case whether you cancel after 2 days, for example. It’s also the case if you cancel at 14 days and have already incurred overage, which you may have expected to not occur until later than 14 days.

What happens if I go over 14 days?

In our experience, make-or-break decisions happen in the first two weeks of service, and that’s why we set our guarantee for 14 days. If you cancel on day 15 or after, we’ll cancel your service as normal, but we will not refund you the first month’s invoice. You are still able to use any remaining calls or chats until your billing month ends.

Is there a limit on the number of calls and/or chats in the money-back guarantee?

We guarantee a refund of up to $1000, including add-on costs. So, for example, if you signed up for a plan including 180 calls per month, charged at $6.50 per call, you could receive a partial refund. You could receive a $1000 refund, but would still be charged the additional $170.

Does my refund include add-ons to the base plan price?

Yes. We build your plan to include add-on services like scheduling, payments, etc. You will get a full refund for your monthly plan, including the cost of your add-on services, up to $1000. 

Can I get my money back on any plan?

Our guarantee covers plans plus add-ons up to $1000 total. If your monthly cost including add-ons exceeds $1000, you will be charged any cost above $1000.

How do I request my money back?

You must send your request within 14 days of your subscription date. Please send it via email to support@smith.ai with the subject line “Money-Back Request.”

You used to have a free trial. Can I get that instead?

We have phased out our free trial completely and are no longer able to offer it for our full-service virtual receptionist and chat plans. However, the money-back guarantee covers the same amount of time as the free trial did — so you can still try out our service risk-free for 14 days. Our chatbot is still completely free.

Why did you switch to a money-back guarantee?

We used to offer a 14-day free trial, and we found that it caused unnecessary service interruptions when a trial was converted to a paid plan. The money-back guarantee protects clients from any risk of interruptions to service.

Questions? Contact us!

If you're already a Smith.ai client and need help, please email us at support@smith.ai or call us at (650) 727-6484 for assistance.

If you're not yet a Smith.ai client, please schedule a free consultation to get started with our virtual receptionist services or email us at sales@smith.ai. We'll help you select the best plan to match your business’s growth goals and budget.

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