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Legal

Refund Policy

How payments for the Consultations intake and scheduling service work once they have been taken.

In force from October 14, 2026

Subscription fees paid to Consultations are not refunded. There are three narrow exceptions, set out below, and they cover billing errors and fraud rather than a change of plans. Before paying, the live demo on our home page lets you watch the AI run a full intake and hand over a booking brief, so you can judge the product first. Renewals can be switched off from your workspace at any time.

Why fees are final

A Consultations plan is a monthly or yearly subscription to the software, with the limits listed on the pricing page. The fee pays for your practice having the service available for that billing period. It is not a charge per intake, per booking or per lead, and the full period opens on its first day, busy month or quiet one.

When you start a subscription you ask us to provide the service straight away. You accept that any statutory right of withdrawal or cooling-off period that might otherwise apply ends once we have begun providing it at your request.

When we do return a charge

Only these three cases qualify, and only when our records and those of our payment operator back them up:

  1. Charged twice. Our billing took two payments for the same period.
  2. A payment you never authorised. Your card was used by someone without your permission, you tell us within 14 days of the charge, and the evidence supports it. A claim is weighed on the records, not on the claim alone, and we may ask you to confirm you have reported the card misuse to your bank.
  3. The service did not work at all. A fault on our side made Consultations completely unusable for a continuous period, you told us while it was happening, and we were not able to restore it. Partial problems, slower responses, issues with your own calendar, phone line, website or browser are outside this.

Any refund is limited to what you paid for the affected period, goes back to the original card only, and is the whole of our liability for that charge. A refund granted once does not set a precedent for another.

Not a reason for a refund

  • Your practice no longer needs intake automation, you changed tools, or you changed your mind.
  • Few or no clients came through the system in a paid period, or your team never set it up.
  • The quality of leads, the number of bookings, show rates, or the outcome of any consultation.
  • The wording of AI intake questions, summaries or triage decisions. Generated output varies with what your clients write.
  • A renewal, including one that was collected after earlier attempts failed.
  • Believing the plan was a single payment. The pricing page, the payment screen, the confirmation email and your workspace all say the plan renews.
  • Not cancelling before the renewal date, or cancelling just after it.
  • Choosing the wrong plan or billing period.
  • A capability that the pricing page does not describe, or that behaves differently from what you pictured.
  • The remaining days of a period after you cancel. Periods are not pro-rated.
  • Use of the workspace by colleagues or anyone you gave the link or login to.

Raising a request

Write to [email protected] from the email address on your account no later than 14 days after the charge, with the date, the amount and the exception you rely on. Late requests and requests sent any other way are not reviewed. We work through them in order of arrival, without a guaranteed reply time, and declined requests are not reopened.

Opening a chargeback without first writing to us is a breach of our Terms of Service, and the account is then closed permanently.

Cancelling and renewals

Use the billing button in your workspace to cancel. You do not need to contact us. Cancelling switches off all future renewals immediately; the workspace stays open until the end of the period you have paid for. It does not reverse a payment already made and is not treated as a refund request.

Until you cancel, the plan renews automatically. At the start of each new period, access for the whole period is granted and payment for it becomes due. If your card declines, that decision comes from your card issuer, and the payment is retried over the next few days. These retries are attempts to collect one unpaid invoice for a period that has already begun, not new charges. Cancelling while they run stops the renewals after it, but the amount already due remains due and is not refundable once collected. Cancel before the renewal date in your workspace to avoid the next charge.

Records we keep

Signing up means accepting our Terms of Service, which include this policy, together with our Privacy Policy. The payment screen states the plan, the price, the billing period and automatic renewal before you pay, and the confirmation email repeats it.

For each subscription we hold the purchase date and time, the plan and price shown at checkout, your acceptance of the terms, the emails sent to you, renewal notices and an activity log of the workspace (sign-ins, intake forms changed, consultations booked, billing actions) with the technical details recorded with each entry. Our payment operator keeps its own transaction record, including the country that issued the card, where the payment was made from and the outcome of bank authentication such as 3D Secure. These are the records a disputed charge is checked against, and they are what we send to your bank if a chargeback is opened.

Subscriptions bought earlier

If you subscribed before October 14, 2026, the terms in force on your purchase date apply until your next renewal, after which this policy applies.

Contact

Billing questions go to [email protected].