Refund Policy

We do not return payments for ColdCalls.ai. There are three exceptions, set out below, and nothing outside them qualifies. Before buying, you can hear the AI SDR handle a call in the demo, and after buying you can stop future renewals from your billing settings without asking anyone.

Seats are paid per period, and the period is final

A ColdCalls.ai seat is a monthly or yearly subscription. It gives your team the AI SDR for one billing period, together with the pool of connected minutes and the daily cap described on the pricing page. You are buying a period of access, not individual calls, connects or meetings. The seat and its full minute pool are available from the first day of the period, and the fee does not depend on how many of those minutes you dial.

When you subscribe, you ask us to switch the service on immediately. If you would otherwise have a statutory right of withdrawal or a cooling-off period, you agree that it no longer applies once we have started the service at your request.

Cases where we return money

We return a payment only in one of the following cases, only where our records support it, and never for more than the charge concerned:

• A duplicate charge. Our billing took payment twice for the same seat and the same period.
• A proven unauthorised charge. Your card was used without your permission, you tell us within 14 days of the charge, and the account and payment records confirm what you report. Your account of events is not enough by itself, and we may ask for confirmation that you raised the misuse with your card issuer.
• A complete outage on our side. A confirmed fault in ColdCalls.ai stopped the AI SDR from placing any calls for a continuous period, you reported it to us while it was happening, and we could not resolve it. Lower connect rates, individual failed calls, carrier filtering, and issues with your CRM, calendar, phone numbers or lead data are not outages of the service.

Where a refund is approved, it settles our responsibility in full, is limited to what you paid for the affected period, and is sent only to the card that was charged. One approved refund does not lead to another.

What does not qualify

The following are not grounds for returning a payment, in whole or in part:

• Your outbound plans changed, a campaign was paused, or you decided to stop calling.
• Unused minutes in the pool, or a period in which the seat dialled little or nothing.
• Results of your calling: connect rate, conversations, meetings booked, pipeline created, or how prospects responded to an AI caller.
• The wording, tone or accuracy of a conversation handled by the AI, which depends on your script, your offer and the person on the other end.
• Leads that were invalid, already on a Do Not Call list, or that you lacked consent to call.
• A renewal that went through, including one collected after earlier attempts were declined.
• Believing a seat was a one-time purchase. The pricing page, checkout, confirmation email and billing settings each state that it renews.
• Not switching off renewal before the renewal date, or switching it off just after the charge.
• A feature that is not on the pricing page, or that works differently from how you expected.
• Buying the wrong number of seats, the wrong plan or the wrong billing term.
• The remainder of a period after you cancel. The seat stays active to the end of the period and nothing is pro-rated.
• Use of the account by colleagues or anyone else you gave access to.

Raising a refund request

Email [email protected] from the address registered on your ColdCalls.ai account, no later than 14 days after the charge. Tell us the date and amount of the charge and which of the three cases above you are relying on. Requests made after 14 days or from another address are not reviewed. We handle requests in the order they arrive and do not re-open requests that were declined.

Please come to us before you go to your bank. A chargeback raised without first contacting us breaches our terms of service and leads to permanent closure of the account.

Renewals, declined cards and cancelling

Seats renew automatically at the end of every period until you switch renewal off in your billing settings. Doing so stops every later renewal straight away, keeps the seat working until the current period ends, and is not treated as a refund request.

A new period, and its payment, starts on the renewal date. If your card is declined, the payment is still owed and our payment operator retries it over the next few days. Each retry is an attempt to collect the same unpaid invoice, not an additional charge. Switching off renewal after a period has started stops the periods that would follow it, but the current one remains payable and is not refunded, even if the payment succeeds some days after the renewal date. Check the renewal date in your account and switch off renewal before it if you do not want another period.

Evidence we hold

By creating an account you accept our terms of service, which include this policy and our privacy policy. The checkout displays the plan, the number of seats, the price, the term and the fact that it renews before you pay, and the confirmation email and your account show the same details.

For each subscription we keep the purchase time, the plan and price shown at checkout, your acceptance of the terms, the emails we sent you, and an activity log for the account, covering sign-ins, lead lists uploaded, scripts edited, calls placed and meetings booked, with the technical details logged with each event. Our payment operator holds its own transaction record, including the country of the card, the location of the payment and the result of bank authentication such as 3D Secure. We assess any claim of an unauthorised charge against these records, and we provide them to your bank if a chargeback is opened.

Payments made before this policy

Payments made before October 14, 2026 remain under the terms that applied when they were made.

Contact

Questions about this policy can be sent to [email protected].