Refund Policy

Primidy Services

Last updated: 30 April 2026

This Refund Policy explains how refunds, cancellations, setup fees, monthly subscriptions, usage charges, and billing disputes are handled by Primidy Services.

By purchasing or using our Services, you agree to this Refund Policy.

1. Purpose of This Policy

This policy is designed to provide clarity around:

Setup fees

Monthly subscriptions

Usage charges

Call minute overages

Cancellation requests

Refund eligibility

Non-payment

Billing disputes

This policy should be read together with our Terms & Conditions, Privacy Policy, and any invoice, proposal, service agreement, or order form provided to you.

2. Payment Before Service Commencement

Unless otherwise agreed in writing, payment is required before onboarding, setup, or service delivery begins.

Primidy Services may refuse to begin work, schedule onboarding, configure systems, or provide access until payment has been received.

3. Setup Fees

Setup fees cover work required to prepare, configure, customise, and launch the AI receptionist or related services.

Setup work may include:

Reviewing client information

Preparing the AI receptionist

Configuring prompts and call logic

Setting up workflows

Connecting calendars

Configuring CRM or automation systems

Reviewing FAQs and business information

Testing call flows

Preparing notifications or summaries

Internal implementation work

Onboarding preparation

Technical configuration

Setup fees are non-refundable once onboarding, configuration, preparation, or setup work has commenced.

4. Monthly Subscription Fees

Monthly subscription fees are billed in advance unless otherwise agreed.

Subscription fees cover access to the agreed Services for the relevant billing period.

Unless required by law or agreed in writing:

Monthly fees are non-refundable once the billing period has started

No partial refunds are provided for unused time

No refunds are provided for failure to use the Services

No refunds are provided where the Client delays onboarding or fails to provide required information

No refunds are provided where services are suspended due to non-payment or misuse

5. Usage Charges and Overage Fees

Some plans may include a set amount of usage, such as call minutes.

If usage exceeds included limits, additional charges may apply.

Usage charges and overage fees may include:

Additional call minutes

AI voice usage

Phone carrier usage

SMS usage

Email usage

Automation usage

Integration usage

Additional support or customisation

Usage charges and overage fees are non-refundable once incurred.

The Client is responsible for monitoring usage and understanding any usage limits in their selected plan.

6. Custom Work and Integrations

Custom work, advanced configuration, third-party integrations, consulting, strategy, workflow builds, CRM setup, or additional implementation services are non-refundable once work has commenced.

This applies whether or not the Client later decides to continue using the Services.

7. Change of Mind

Refunds are not provided for change of mind after payment has been made and work has commenced.

This includes situations where:

The Client changes business direction

The Client no longer wants the service

The Client decides to use another provider

The Client delays providing required information

The Client does not complete onboarding

The Client does not use the service after setup

The Client expected different results that were not guaranteed in writing

8. Client Delays

If the Client delays onboarding, fails to provide required information, fails to attend scheduled calls, fails to approve required materials, or fails to provide access to required systems, this does not entitle the Client to a refund.

Primidy Services may place the project on hold until required information or access is provided.

9. Service Issues

If the Client believes there is an issue with the Services, the Client must notify Primidy Services as soon as reasonably possible.

Primidy Services must be given a reasonable opportunity to investigate and resolve the issue.

A refund will not automatically be provided for:

Minor errors

AI misunderstandings

Incorrect caller information

Third-party system issues

Client-supplied information errors

Temporary downtime

Integration delays

Caller behaviour outside normal expectations

Issues that can reasonably be corrected

10. Third-Party Failures

Refunds are not provided for issues caused by third-party systems outside our control.

This may include:

Phone carrier issues

AI provider outages

CRM downtime

Calendar connection issues

SMS or email delivery failures

Payment processor issues

Hosting provider downtime

Internet outages

Third-party API changes

Client-side system errors

11. Cancellation

The Client may cancel the Services by giving written notice.

Unless otherwise stated in an invoice, proposal, order form, or service agreement, cancellation requires 30 days’ written notice.

Cancellation does not remove the Client’s obligation to pay:

Outstanding invoices

Fees already incurred

Usage charges

Overage charges

Fees for the current billing period

Any agreed minimum term or committed amount

12. Effect of Cancellation

After cancellation:

Services may continue until the end of the current billing period

Access may be removed at the end of the billing period

AI receptionist services may be disabled

Workflows and automations may be stopped

Phone numbers, call routing, or integrations may be disconnected

Data may be retained or deleted in accordance with our Privacy Policy and Terms & Conditions

No partial refund is provided for unused time in the billing period unless required by law.

13. Non-Payment

If payment is not received by the due date, Primidy Services may:

Pause onboarding

Suspend services

Stop support

Disable the AI receptionist

Restrict access to systems

Charge late fees where lawful

Recover debt collection costs

Terminate the agreement

Withhold further work until payment is received

Suspension due to non-payment does not entitle the Client to a refund.

14. Billing Disputes

If the Client believes an invoice or charge is incorrect, the Client must notify Primidy Services in writing as soon as possible.

The Client must provide details of the disputed amount and the reason for the dispute.

The Client remains responsible for paying any undisputed amounts by the due date.

Primidy Services will review billing disputes in good faith.

15. Chargebacks

The Client must contact Primidy Services before initiating a chargeback or payment dispute.

If a chargeback is initiated without first attempting to resolve the issue with Primidy Services, we may:

Suspend services

Terminate the agreement

Recover chargeback fees

Recover debt collection costs

Restrict future service access

16. Exceptional Circumstances

Primidy Services may, at its discretion, consider refunds or credits in exceptional circumstances.

Any refund, credit, discount, or goodwill gesture does not create an obligation to provide the same outcome in the future.

17. Australian Consumer Law

Nothing in this Refund Policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law that cannot be excluded, restricted, or modified.

Where a remedy is required by law, Primidy Services will provide the remedy required.

18. Changes to This Refund Policy

We may update this Refund Policy from time to time.

The latest version will be published on our website.

Continued use of the Services after changes are published means you accept the updated policy.

19. Contact

Primidy Services
Email: [email protected]
Phone:
ABN: 27 895 612 044