Refund Policy

The 14-Day Refund Window

When: within 14 calendar days of your payment to Patchvoice.

What you get: full $500 refund.

How to request: email hello@patchvoice.com with the subject "Refund Request - [Your Business Name]". Include the Stripe charge ID if you have it.

Why: because we want you to be sure. Setup is a commitment of your time and ours. The first 14 days give you time to reconsider.

Conditions: none. We don't ask why. We process the refund within 5 business days.

What you keep: your Synthflow account (which we set up in your name) and any configuration we built. You can use it independently going forward, or cancel Synthflow if you don't want to continue.

The 30-Day Guarantee

The promise: if your AI receptionist captures fewer than 5 qualified jobs in the first 30 days after going live, you get a full $500 refund.

When the 30 days start: the day your AI receptionist receives its first real customer call (your "go-live" date).

What "qualified job" means

A captured lead that meets ALL of the following:

1. Real human caller. Not a robocall, telemarketer, wrong number, or spam.
2. Service relevant to your business. A caller asking about a service we configured your AI to handle.
3. Contact info captured. The caller's phone number or callback information is recorded.
4. Service type identified. The caller said what they're looking for (e.g., "leaking pipe," "AC repair," "new electrical outlet").
5. Scheduling intent expressed. The caller asked about availability, scheduling, or a callback.

What's NOT a qualified job

• Wrong-number calls
• Spam or robocalls
• Existing customers calling about an existing job
• Hang-ups where the AI couldn't capture lead info
• Calls about services we don't handle (e.g., commercial calls if your AI is configured for residential)
• Calls where the caller refuses to provide any information

How we measure

Synthflow's call logs (which you have access to) record every captured lead. We review the logs together at Day 25-30 if you're concerned about hitting 5.

How to invoke the guarantee

If at Day 30 you've captured fewer than 5 qualified jobs, email hello@patchvoice.com with "Guarantee Refund Request - [Your Business Name]". Include your Stripe charge ID and a short note. We respond within 4 hours during business hours.

We may ask you to review specific calls with us to ensure they meet the "qualified" criteria. If a call is borderline, we default to your favor.

What's NOT Refundable

• Synthflow's monthly platform fees (you pay these directly to Synthflow; we never collect them)
• Twilio's phone number and usage fees (you pay these directly to Twilio)
• Any Maintenance or Premium retainer subscription fees (separate agreement; subject to those terms)

If you're unhappy with Synthflow or Twilio specifically, contact those services directly. Their refund policies apply.

Stripe Processing

• Refunds are issued back to the original payment method (typically your card or bank).
• Refund processing through Stripe takes 5-10 business days, depending on your bank.
• Stripe sends an automated confirmation email when the refund is processed.
• We don't charge cancellation fees or restocking fees.

If you used a credit card, your refund will show as a separate transaction (not a "void" of the original).

Chargebacks

We honor refunds without disputes. Please email us first; we'll process the refund directly through Stripe.

If you file a chargeback with your bank instead of contacting us, we'll accept it but we incur additional fees from Stripe. This makes it harder for us to operate, but we won't fight a chargeback if you'd rather go that route.

What Happens to Your Synthflow Account After a Refund

• Your Synthflow account stays in your name (we never owned it).
• You can continue using the AI receptionist independently, or cancel Synthflow.
• We remove our access (you can verify in your Synthflow account settings).
• The configuration we built remains in your account; you can use it, modify it, or start fresh.

Edge Cases

What if I cancel during the 14-day window but the AI receptionist is already capturing leads?

• You still get the full refund.
• You keep the Synthflow account.
• The captured leads remain in your Synthflow account; we don't take them with us.

What if my AI receptionist captures 4 qualified jobs in 30 days (just below the threshold)?

• You're entitled to the full refund per the guarantee.
• We may suggest an extension if we believe the issue is fixable in the next 14 days (e.g., we identified a configuration tweak that should improve capture rate). The extension is your choice; the refund option stays open.

What if I'm dissatisfied with the AI's performance but it did capture 5+ qualified jobs?

• The guarantee technically doesn't trigger.
• But we want satisfied customers; please email us about the specific issue. We may offer additional tuning at no charge.
• If we can't resolve to your satisfaction within 14 days of you raising it, we may offer a discretionary refund.

What if a 6th, 7th, 8th call comes in but they're not qualified?

• The guarantee is about the first 5 qualified calls. If you had 8 calls and only 4 were qualified, you're still under the threshold and entitled to refund.
• We track qualified vs total calls.

What if I want to keep working with you but switch from setup-only to a retainer?

• No refund; you're satisfied. Just sign up for the optional retainer.
• The setup fee stays paid (it covered the actual setup work).

Contact

To request a refund:

• Email: hello@patchvoice.com
• Subject: "Refund Request - [Your Business Name]"
• Include: Stripe charge ID (if known) and brief note

We respond within 4 hours during business hours (M-F, 7am-6pm AZ time). Refunds processed within 5 business days of confirming the request.

Updates

This Refund Policy may be updated from time to time. Material changes apply only to future purchases; refund terms in effect at the time of your purchase apply to your purchase.