Refund Policy

1. Overview

At Umbrosa, we want you to be completely satisfied with our AI voice services. This Refund Policy explains when and how you may request a refund or credit for our services.

ABN: 69 972 302 546
Contact: contact@umbrosa.com.au

2. Free Trial

We offer a 14-day free trial with up to 20 test calls. This lets you experience our service before committing.

• No credit card required to start the trial
• Full access to all features during the trial period
• If you're not satisfied, simply let us know before the trial ends and you won't be charged
• If you don't cancel, your chosen plan will commence automatically

3. Setup Fee Refunds

3.1 Cancellation Within First 3 Months

If you cancel within the first 3 months of service, setup fees are pro-rated and refunded based on the number of months used.

3.2 Cancellation After 3 Months

Setup fees are considered fully earned after 12 months of service. If you cancel after 3 months but before 12 months, the remaining pro-rated portion is refundable.

4. Monthly Fee Refunds

4.1 Service Failures

If our service fails to meet our Service Level Agreement (SLA) commitment of 99.5% uptime (excluding scheduled maintenance):

• You may request a service credit equal to 10% of that month's fees for each 0.1% below 99.5%
• Credits are applied to future invoices, not refunded as cash
• Maximum credit: 50% of monthly fees

4.2 Cancellation Notice Period

When you cancel (with 30 days' notice as per our Terms of Service):

• You'll be charged for the 30-day notice period
• No refunds for the notice period, even if you stop using the service immediately
• Service remains active until the end of the notice period

4.3 Mid-Month Cancellations

If you cancel on day X of a billing cycle, you will not receive a pro-rated refund for the remaining days. Your service continues until the end of the 30-day notice period, after which no further charges apply.

5. Refunds for Service Issues

5.1 Technical Problems

If you experience significant technical issues that prevent you from using our service:

1. Contact our support team at contact@umbrosa.com.au
2. Allow us reasonable time to investigate and resolve the issue (typically 5 business days)
3. If we cannot resolve it, you may request a pro-rated refund for the affected period

5.2 AI Performance Issues

AI performance can vary based on call quality, accents, and conversation complexity. We cannot guarantee perfect performance on every call. However:

• If accuracy falls below 80% (measured by successful task completion), we will retrain the AI at no cost
• If accuracy remains below 80% after retraining, you may request a service credit or cancellation
• We reserve the right to verify accuracy by reviewing call transcripts

6. Non-Refundable Items

The following are not refundable under any circumstances:

• Setup fees that have been fully earned (after 12 months of service)
• Overages (additional calls beyond your plan limit)
• Custom development work outside the standard scope
• Third-party services (e.g., premium integrations, additional licenses)
• Unused calls or features within a billing period

7. How to Request a Refund

To request a refund or service credit:

1. Email us at contact@umbrosa.com.au
2. Include your account details and reason for the refund request
3. Provide evidence of the issue (if applicable)
4. We will respond within 5 business days
5. Approved refunds are processed within 10 business days

8. Australian Consumer Law

9. Chargebacks

If you initiate a chargeback with your bank or credit card provider:

• We will contest chargebacks that don't comply with this policy
• Chargebacks for services rendered will result in immediate account suspension
• Please contact us directly before initiating a chargeback
• We're committed to resolving disputes fairly and transparently

10. Policy Changes

We may update this Refund Policy from time to time. Changes will be posted on this page and, where significant, emailed to all active customers. Your continued use of the service after changes constitutes acceptance of the new policy.

11. Contact Us

If you have questions about this Refund Policy or need to request a refund, please contact us: