Refunds & Cancellation Policy

1. About This Policy

Senally provides administrative voice and call-automation services. The service may include setup, configuration, approved workflow design, human handoff rules, follow-up automation, reporting, and ongoing support.

This policy applies together with the signed Order Form or service agreement. If the signed Order Form has a different rule, the signed Order Form controls for that client.

Public pricing is a launch reference. The final scope, fees, usage, support, cancellation, and refund terms are confirmed in writing before work begins.

2. Our Plans

Senally may offer the following plans:

The exact plan, price, included minutes, locations, languages, support, and add-ons are shown in the Order Form.

3. Pilot Refunds

The Pilot is a limited paid test. It does not automatically renew unless a new written agreement says otherwise.

If Senally cannot deliver the agreed Pilot scope because of a Senally-controlled failure, we may choose to:

• Continue the Pilot for a reasonable additional period.
• Change the workflow to a workable approved scope.
• Provide a reasonable service credit.
• Provide a full or partial refund for the affected setup work.

Any refund or credit will be reviewed against the agreed scope, client-supplied information, provider availability, and cause of failure. Senally does not guarantee a specific number of answered calls, bookings, leads, revenue, conversion rate, or business result.

4. Setup Fees

Setup fees pay for work such as workflow discovery, approved script and FAQ preparation, routing and handoff setup, business-number configuration, scenario testing, staff fallback setup, and initial reporting configuration.

Setup fees are refundable only before setup work begins, unless the Order Form says otherwise. After setup work begins, setup fees are normally non-refundable because they cover unrecoverable configuration, testing, and provider costs.

5. Monthly Service Cancellation

Core and Managed plans are month-to-month unless the Order Form states a different commitment.

To cancel a monthly plan, send a written request to: refunds@senally.com.

• The cancellation should be sent before the next billing date. The service will normally remain active until the end of the current paid billing period.
• Monthly fees already paid for the current billing period are normally non-refundable.
• If the cancellation request arrives after the next billing payment has been processed, that payment is normally not refundable. Service remains active through that paid period.

6. Changes to a Monthly Plan

A client may request changes to plan, location, language, workflow, or capacity. Changes may require a new setup fee, monthly fee, or Order Form, and do not take effect until Senally confirms in writing.

7. Add-Ons & Expansions

Additional locations, numbers, languages, or custom webhooks are charged per the agreed Order Form. Once configuration or testing begins for an add-on, the setup portion becomes non-refundable.

8. Prepaid Monthly Minute Packs

Additional voice capacity is sold as prepaid monthly packs to avoid surprise per-minute overages.

9. Third-Party Provider Charges

Some services require third-party telephony, voice processing, scheduling, or hosting providers. If a charge is billed directly to the client, the third party’s refund policy applies. If Senally pays a third-party charge on the client’s behalf, the charge is non-refundable once incurred unless the provider refunds it.

10. What Is Not Guaranteed

Senally does not guarantee:

• ❌That every call will be answered.
• ❌That every caller will become a booking.
• ❌Any amount of revenue.
• ❌Any conversion rate.
• ❌Any number of leads.
• ❌Any specific response time unless written in the Order Form.
• ❌Continuous availability of a third-party provider.
• ❌Compatibility with an unverified phone, AI, booking, or clinic system.
• ❌Automatic appointment creation in a clinic system.
• ❌Clinical accuracy or medical advice.
• ❌Emergency handling.
• ❌Replacement of clinic staff.

The service is designed to support approved administrative workflows. It is not a promise of a specific business result.

13. Refund Request Process & 14. Timing

To request a refund or billing review, email: refunds@senally.com.

15. Taxes & Fees

Taxes, payment-provider fees, currency conversion costs, and third-party tolls are treated according to the Order Form, payment provider terms, and applicable law.

16. Consumer & Legal Rights

Nothing in this policy removes consumer or legal rights that cannot be removed under applicable local law.