Refund Policy
This page explains how refunds are handled for our website build, AI phone answering, and AI website support services. Because the three services are billed differently, this policy first covers principles that apply to all services, then explains refund rules per business.
Last updated: May 16, 2026
What this policy covers
Aflame AI provides custom digital services, including website design and development, AI phone answering setup and configuration, AI website support setup and configuration, plus related domain connection, SSL setup, deployment, hosting, maintenance, and technical support.
These are not standardized physical goods. Once a project starts or a service goes live, labor, configuration, deployment, and third-party platform costs are typically already incurred. Refund rules are therefore explained per service type — see the business-specific terms below.
How refunds are reviewed
Submitting a refund request does not mean the refund is automatically approved. We review each request against order status, service progress, hours already invested, and actual costs incurred, and contact you by email or phone.
If a refund is approved, we may deduct payment processing fees, taxes, and unavoidable handling costs before returning the remaining amount to the original payment method.
If a contract, quote, or written agreement specifies different payment milestones, delivery milestones, or refund terms, the written agreement prevails.
The rules below apply to the specific service you purchased, alongside the general principles above.
A one-time custom project, delivered in stages.
After payment, if we have not begun scheduling, discovery, design, development, or deployment, you may request a refund. If approved, payment processing fees and unavoidable handling costs are deducted and the remainder is returned to the original payment method.
A project is considered started once it enters discovery, design, structural planning, development, configuration, deployment, or testing. Labor, technical setup, and deployment fees already incurred are non-refundable. If the project is canceled midway, we may decide whether to refund the unstarted portion based on completed work and hours invested.
Custom website work is a staged-delivery service; once it enters execution it does not support an unconditional full refund.
A one-time setup fee plus a monthly service fee, with a 14-day satisfaction guarantee after go-live.
Covers number connection, AI receptionist configuration, script tuning, and go-live. Before configuration work begins, it is refundable minus payment processing fees and unavoidable handling costs. Once configuration has started but the AI is not yet live, engineer labor already invested is non-refundable, and we decide whether to refund the unstarted portion based on remaining work. Once the AI goes live, configuration is considered fully delivered and this fee is non-refundable.
Within 14 days after the AI goes live, if you are not satisfied with the answering quality, we first re-optimize and reconfigure it for free. If it still does not meet the agreed standard after reconfiguration, the subscription fee already paid can be refunded (the first month for monthly billing, or the annual payment already made for annual billing). The one-time setup fee is not covered by this refund (already delivered). The request must be raised within the 14 days; a refund ends service for that number; available once per number.
After the satisfaction guarantee window ends, the current billing period, once active, is generally non-refundable; for annual subscriptions, the annual payment already made is non-refundable. Neither billing option locks you into a long-term contract — you may cancel renewal before the next billing cycle starts; after cancellation the next cycle is not charged and the service stops.
Phone numbers, SMS, and voice usage are actual third-party costs and are non-refundable once incurred. Calls beyond the plan's included minutes are a service already consumed, billed by actual usage, and are not refundable even during the 14-day satisfaction window.
A one-time setup fee, a monthly service fee, and usage-based billing, with a 14-day satisfaction guarantee after go-live.
Covers support onboarding, AI configuration, knowledge base preparation, and go-live tuning. Before configuration work begins, it is refundable minus payment processing fees and unavoidable handling costs. Once configuration has started but it is not yet live, engineer labor already invested is non-refundable, and we decide whether to refund the unstarted portion based on remaining work. Once it goes live, configuration is considered fully delivered and this fee is non-refundable.
Within 14 days after AI website support goes live, if you are not satisfied with the support quality, we first re-optimize and reconfigure it for free. If it still does not meet the agreed standard after reconfiguration, the subscription fee already paid can be refunded (the first month for monthly billing, or the annual payment already made for annual billing). The one-time setup fee is not covered by this refund (already delivered). The request must be raised within the 14 days; a refund ends the service; available once per support setup.
After the satisfaction guarantee window ends, the current billing period, once active, is generally non-refundable; for annual subscriptions, the annual payment already made is non-refundable. Neither billing option locks you into a long-term contract — you may cancel renewal before the next billing cycle starts.
Usage beyond the plan's included allowance is a service already consumed, billed by actual consumption, and is not refundable even during the 14-day satisfaction window.
Third-party costs
Third-party costs that have already been incurred are usually non-refundable, including: domain registration or transfer fees; phone number, SMS, or voice usage fees; cloud, hosting, server, or storage fees; SSL certificate fees (if any); third-party platform interface, software, plugin, license, or account setup fees; and processing and service fees charged by payment and communication platforms.
When a refund may be declined
Aflame AI may decline a refund request when: the customer has confirmed the project may begin; design, development, configuration, deployment, or delivery is partly or fully complete; the project was delayed, interrupted, or canceled due to the customer; the customer has already used the delivered work, configuration, or service; or there is service abuse, fraudulent chargebacks, payment disputes, or other bad-faith conduct.
How to submit a request
If you believe your case qualifies, review this policy first, then use the refund request form below to submit your details.
Please have the payer name, order email, order information, and a description of the refund reason ready so we can review the request against order status, service progress, and actual costs.
Updates to this policy
Aflame AI may update this refund policy due to business changes, service structure changes, or legal requirements. The updated version will be published on the website and takes effect from its publication date.