Refund Policy

We want you to be happy with Frontivo.io. Frontivo.io sells and handles refunds for all orders itself; payments and invoices are processed by our payment processor, Stripe. Charges appear on your card statement as FRONTIVO.IO.

Every account starts with a 14-day free trial with no credit card, so you can try Frontivo.io before you pay anything. Nothing is charged when a trial ends unless you choose a plan.

1. 14-day money-back guarantee

If Frontivo.io isn't right for you, you can request a full refund within 14 days of your first payment for a new subscription, whether you chose monthly or annual billing. No questions asked.

2. Canceling after 14 days

You can cancel anytime from Plan & Billing in your dashboard. Your plan stays active until the end of the period you've paid for, and it won't renew. The only other charge is one last bill, shortly before the plan ends, for any extra usage and local-number fee not billed yet (section 3). We don't give partial refunds for the rest of a period already started. Switching to a cheaper plan partway through a period isn't refunded to your card either: the unused part becomes a credit that comes off your next payments.

3. Usage above your plan and local-number fees

Charges for usage above your plan's monthly allowance ($0.35 per extra voice minute, $0.25 per conversation, $0.10 per AI text reply and $0.05 per automated text) are for service already delivered and aren't refundable, except where we charged you in error. If you'd rather not pay for extra usage, choose "Pause at my plan's allowance" in Plan & Billing and your AI receptionist stops at the allowance instead (a call already in progress finishes, and anything above the allowance is still billed). Extra usage is charged automatically to your card on file at the start of the following month, and we email you the invoice. A month's extra usage under $10 isn't charged on its own: it's carried into the next month and charged once the carried total reaches $10. When you cancel, final extra usage of $1 or more is charged, and anything smaller is forgiven.

In some countries a phone number costs more to keep, so it carries a monthly local-number fee; we tell you the amount before setting the number up. The fee is charged the same way, with that month's extra usage, and isn't refundable except where we charged you in error. The fee is charged as a full month for each calendar month you have the number for at least 15 days on a paid plan; a shorter part of a month (when the number is set up, or when your plan ends) is free, and it's never split by days.

4. How to request a refund

• Email support@frontivo.io from your account email, or reply to your payment receipt.
• Refunds go back to your original payment method, usually within 5–10 business days.
• Charges made in error are always refunded in full.
• A full refund of your current plan payment (for example under the money-back guarantee) ends your plan at once: nothing more is charged and your AI receptionist stops answering. Your account data is then kept as described in our Privacy Policy, and you can choose a plan again at any time.

5. Card disputes (chargebacks)

Please email us before disputing a charge with your bank: we fix billing mistakes quickly, and a dispute takes weeks to decide. If a payment to Frontivo.io is disputed, your plan is paused while the dispute is open: nothing more is charged and your AI receptionist stops answering, but your settings, knowledge base, conversations and number are kept. If the dispute is withdrawn or decided in our favor, your plan starts again by itself. If it is decided in the card holder's favor, your plan ends and the disputed amount is not charged again; you can choose a plan again at any time.

This policy doesn't limit any rights you have under consumer law. See also our Terms of Service.