Refund & Cancellation Policy

This Refund and Cancellation Policy applies to subscriptions and paid services for Voiceie, provided by Pay Host LLC, a New Mexico limited liability company registered since 2023. This policy is incorporated into our Terms of Service.

1. Digital Service Delivery

Voiceie is delivered digitally. When you subscribe, fulfillment includes account creation, onboarding, call-flow configuration, activation of AI receptionist capabilities, access to dashboards and transcripts, provider capacity, and ongoing service for the applicable billing period. Because service delivery begins once onboarding, account provisioning, or configuration work starts, subscription fees cover access, operational readiness, and reserved service capacity for the selected billing term.

Your delay in providing onboarding information, call-flow approvals, integration access, business rules, or staff availability does not pause billing or create a refund right unless we expressly agree in writing.

2. Subscription Billing

Voiceie subscriptions are billed in advance on a recurring monthly or annual basis, depending on the plan you select. Your payment method will be charged automatically at the start of each billing period until you cancel.

Before payment, checkout or your order confirmation will show the selected plan, billing period, price, renewal terms, and any material usage-based charges then applicable. Usage-based charges, such as call-minute overages beyond your plan allowance, may be billed separately according to the rates published on our website or in your order confirmation.

Usage and overage charges are based on Voiceie and provider records unless we determine there was a clear technical or billing error. Overage charges are earned when usage occurs and are not refundable merely because the underlying call, message, booking, or lead did not result in revenue for your business.

3. Cancellation

You may cancel your subscription at any time before your next renewal date by:

• Using the cancellation option in your account billing settings or Stripe customer portal, if available; or
• Emailing contact@voiceie.com from the email address associated with your account with a clear cancellation request.

Cancellation requests must be submitted before the renewal charge is processed. Cancellation takes effect at the end of your current paid billing period unless we confirm an earlier effective date in writing. After cancellation, you will not be charged for subsequent renewal periods, but your access may continue through the end of the period already paid for.

If you subscribed online, we aim to make online cancellation available through the same general account or billing channel used to manage your subscription where technically supported by our billing provider. Email cancellation remains available as a fallback support channel.

Canceling does not automatically delete stored account data. Data handling after cancellation is described in our Privacy Policy.

4. Refund Policy

4.1 General rule: no refunds for started billing periods

Except as expressly stated below, all subscription fees are non-refundable once a billing period begins. This includes monthly and annual subscriptions. We do not offer prorated refunds if you cancel mid-cycle, downgrade plans mid-cycle, stop using the Service before the end of a paid period, delay onboarding, fail to provide required setup information, do not receive expected revenue or bookings, or choose not to use available features.

4.2 Billing errors and duplicate charges

If you believe you were charged incorrectly, including duplicate charges or charges for a plan you did not authorize, contact contact@voiceie.com within 14 days of the charge. Include the charge date, amount, and reason for the dispute. We will review eligible billing error claims in good faith and issue a refund or credit where a verified billing mistake occurred.

4.3 Chargebacks

Please contact us before initiating a chargeback so we can investigate promptly. If a chargeback is filed without first giving us a reasonable opportunity to resolve the issue, we may suspend or terminate the account and dispute the chargeback with supporting records of subscription authorization, renewal disclosures, service delivery, onboarding activity, account communications, and usage. Where permitted by law, you remain responsible for valid unpaid amounts and chargeback-related fees.

4.4 Promotional or custom terms

If a separate signed order form, promotion, or written agreement gives you different refund or cancellation rights, those specific terms control for that transaction.

4.5 Service issues

If you experience a service issue, contact us promptly with enough detail for us to investigate. Our first remedy is usually troubleshooting, reconfiguration, or correction of the affected workflow. Service interruptions, third-party outages, AI errors, carrier issues, integration failures, or missed business opportunities do not automatically entitle you to a refund unless required by law or expressly agreed by Pay Host in writing.

5. Plan Changes

Upgrades may take effect immediately and may be billed on a prorated or next-cycle basis as shown at checkout or in your account. Downgrades, if permitted, generally take effect at the next renewal unless otherwise stated. Downgrades do not entitle you to a refund for fees already paid for the current billing period.

6. Suspension or Termination by Pay Host

We may suspend or terminate access for non-payment, misuse, legal risk, or breach of our Terms. Termination for cause does not entitle you to a refund for any unused portion of a billing period, except where required by law or where we expressly agree otherwise in writing.

7. Taxes

Refunds, when issued, will be processed for the charge amount paid. Whether taxes are refundable depends on applicable law and how the original transaction was processed.

8. How Refunds Are Issued

Approved refunds are returned to the original payment method used for the transaction, unless we agree otherwise or the payment processor requires a different method. Refund processing times vary by bank or card issuer and may take several business days after approval.

9. Contact for Billing Questions

For cancellation requests, billing questions, or refund reviews, contact:

Pay Host LLC
Voiceie Billing
Email: contact@voiceie.com
State of organization: New Mexico, USA

Please include your business name, account email, invoice or charge date, and a brief description of your request so we can respond efficiently.