Privacy Policy

Refund & Billing

Refund Policy

Last updated June 2026

Free to build and test before you pay

Instaemployee lets you build AI receptionists and test each one with a free test call at no cost, before you ever enter a payment method. There is no free trial — you only pay when you choose a plan to publish a receptionist and take live calls, and your payment method is charged immediately at that point. Because you have a full, no-cost opportunity to build and evaluate your receptionist before any payment is taken, all charges are final and non-refundable. We do not issue refunds, in whole or in part, for any reason — including technical difficulties, dissatisfaction with AI output quality, change of business circumstances, or failure to cancel a subscription before it renews. If you believe you were charged in genuine error, contact us at support@instaemployee.com within seven (7) days of the charge and we will review the circumstances at our sole discretion.

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 when you subscribe and upon each renewal. Consistent with the no-refund policy described in section R-01, once the charge is processed, 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

Add-on purchases, including additional receptionists, are non-refundable once the add-on has been applied to your account and the associated capacity has been made available for use. This applies regardless of whether that capacity has been used. 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.

Receptionist seats & the 30-day publish commitment

Publishing a receptionist 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 receptionist seat 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 receptionist, archive it, or otherwise cease to use the assigned phone number;

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

(c) the additional-receptionist subscription fee of $99 per month (or such amount as may be in effect at the time of publication) is charged when you publish a receptionist that exceeds your plan's included count (Starter: 1, Growth: 3, Scale: 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 receptionist; and

(d) at the close of each billing cycle, your subscription is recalculated based on currently-published receptionists plus any archived within the prior 30 days, and seats 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 receptionist, and you waive any right you may otherwise have to recover the seat 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.