Privacy Policy

Refund & Billing

Refund Policy

Last updated May 2026

7-day refund window

You may request a full refund within seven (7) calendar days of the date on which your first subscription charge is processed. To initiate a refund request, you must contact us at support@instaemployee.com with your account email and a brief description of the reason for your request. We review all refund requests within one (1) business day and issue approved refunds within five (5) to ten (10) business days depending on your payment method and financial institution. Refunds are issued to the original payment method only. We are not responsible for delays caused by your card issuer or bank. Refund requests submitted after the 7-day window has elapsed will not be considered under any circumstances, including but not limited to technical difficulties, dissatisfaction with AI output quality, change of business circumstances, or failure to cancel a subscription before renewal.

Subscription cancellations and billing cycle access

Instaemployee subscriptions are billed on a recurring basis, either monthly or annually, depending on the plan selected at checkout. You may cancel your subscription at any time by navigating to Dashboard › Billing and selecting the cancellation option, or by emailing support@instaemployee.com. Upon cancellation, your subscription will remain active through the end of the current billing period for which you have already been charged. Access is not terminated early. No partial refunds, prorated credits, or adjustments will be issued for the unused portion of any billing period following cancellation. The billing cycle end date is calculated from the date of your most recent successful charge. If you are unsure of your next billing date, this information is available in the Billing section of your dashboard or in the confirmation email sent at the time of your last payment.

Annual plans and multi-month commitments

If you are subscribed to an annual plan, your entire annual subscription fee is charged as a single payment at the time of subscription or renewal. Annual plans are subject to the same 7-day refund window described in section R-01. After the 7-day window has closed, the full annual amount is non-refundable, regardless of whether you continue to use the service, whether your business circumstances change, whether the service does not meet your expectations, or any other reason. There are no partial refunds for months remaining on an annual plan at the time of cancellation. Cancelling an annual plan mid-term will preserve your access through the annual term end date without issuing any form of credit or refund for the remaining months.

Add-on purchases

Additional minute packs and any other one-time or recurring add-on purchases are non-refundable once the add-on has been applied to your account and the associated minutes or credits have been made available for use. This applies regardless of whether those minutes or credits have been consumed. If an add-on is purchased in error, please contact us within 24 hours at support@instaemployee.com and we will review the circumstances at our sole discretion. We are not obligated to issue refunds for add-ons under any circumstances but may choose to do so as a goodwill gesture on a case-by-case basis.

Client slots & the 30-day publish commitment (Agency plans)

Publishing a client provisions a dedicated phone number on your behalf, which carries a non-refundable monthly cost paid by Instaemployee to its telephony provider. When you click Publish, you acknowledge and agree that:

(a) the client slot you have consumed is committed for thirty (30) days from the date of publication and is non-refundable for that period regardless of whether you subsequently delete the client, archive the client, or otherwise cease to use the assigned phone number;

(b) if you delete a published client within the 30-day window, the slot remains consumed and visible in your slot count until 30 days have elapsed from the original publish date, during which time you may publish a replacement client into the same slot at no additional cost;

(c) the additional-client subscription fee of $59 per month (or such amount as may be in effect at the time of publication) is charged when you publish a client that exceeds your plan's included slots (Agency: 1, Agency Pro: 3, Agency Max: 10), is prorated for the current billing cycle, and is non-refundable in part or in whole upon deletion, archival, or any other early release of that client; and

(d) at the close of each billing cycle, your subscription is recalculated based on currently-published clients plus any clients archived within the prior 30 days, and slots that have fully aged out of that 30-day window are released and no longer billed.

No refunds, credits, or proration of any kind will be issued for early deletion or archival of a published client, and you waive any right you may otherwise have to recover the slot fee or any portion thereof in respect of the 30-day commitment period.

Chargebacks and payment disputes

If you initiate a chargeback, payment dispute, or reversal with your bank, card issuer, or payment network without first contacting Instaemployee at support@instaemployee.com and giving us a reasonable opportunity to resolve the issue, your account will be immediately and permanently suspended. You will be ineligible to create a new account or access the service in the future. We cooperate fully with card networks, payment processors, and financial institutions in the investigation and resolution of all disputes. We retain the right to provide all relevant transaction records, communications, and usage data to the relevant parties as part of any dispute resolution process. Any outstanding balance resulting from a reversed or disputed charge, including any fees assessed by the payment network, will remain your responsibility.

Service interruptions and downtime

Instaemployee does not issue refunds or credits for service interruptions, scheduled maintenance windows, degraded performance, third-party API outages (including but not limited to Vapi, Stripe, or Supabase), internet connectivity issues on the customer’s end, or any other temporary unavailability of the service. While we work to maintain high availability and respond promptly to incidents, we do not make any guarantee of uptime, and the service is provided “as is” as stated in the Terms of Service. For significant and prolonged outages directly attributable to our infrastructure, we may, at our sole discretion, issue a prorated credit to affected accounts, but this is not an obligation and should not be relied upon as a right.

Fraudulent, abusive, or bad-faith requests

We reserve the right to deny any refund request that we, in our sole and reasonable judgment, determine to be fraudulent, abusive, submitted in bad faith, part of a pattern of refund-seeking behaviour, or otherwise outside the spirit of this policy. Examples include but are not limited to: requesting a refund while continuing to actively use the service, submitting multiple refund requests across different accounts, misrepresenting usage or circumstances, or making threats as a means of coercing a refund. Any such determination will result in permanent account suspension and may be reported to relevant authorities or payment networks. If you believe your request has been incorrectly denied, you may escalate by responding to the denial email with additional context and documentation.

This Refund Policy is incorporated by reference into the Instaemployee Terms of Service and is subject to the same governing law (Province of Ontario, Canada). By subscribing to any Instaemployee plan, you acknowledge that you have read and agree to this policy in full. Questions? Email support@instaemployee.com.