Refund Policy

1. Introduction

Clio is an AI voice-calling and agent platform operated by BizzBuzz Creations ("Clio", "we", "us", "our"). We want you to have a clear, fair picture of when a payment to us can be refunded.

Clio is a digital service. Once a plan is active, credits are used, or phone numbers and calls are provisioned, real costs are incurred on our side, including infrastructure and the telephony, speech, and language-model providers that carry your calls. Because of this, payments are generally non-refundable once a service has been provided, but we review every request fairly and individually.

Refund eligibility depends on:

• The type of payment (subscription, credit top-up, phone number, or other)
• How much of the service has been used
• Whether the problem was caused by our side
• The terms of your plan

By purchasing anything from Clio you confirm that you have read and accepted this policy. It should be read together with our Terms & Conditions and Privacy Policy.

2. What this policy covers

This policy applies to payments made to Clio for:

Subscription plans

Recurring plan fees that give you access to the dashboard, the voice agent, and the features included in your plan.

Prepaid credits (wallet top-ups)

Money added to your wallet, which is then used for call minutes, messaging, and other metered usage.

Phone numbers

Numbers you buy or rent through Clio, including set-up and renewal fees.

Set-up and support services

Any onboarding, agent set-up, script configuration, or customisation work agreed with our team.

3. General principle

Refunds are not automatic. Before you pay, please check the plan description, pricing, included usage, billing cycle, and any usage-based charges, and ask our team if anything is unclear. You are welcome to book a demo first to see whether Clio fits your needs.

Payments are generally not refundable when:

• The plan period has started and the service was available to you
• Credits have been used for calls, messages, or other usage
• A phone number has been purchased or activated
• Set-up or customisation work has started or been delivered
• Third-party costs have already been paid on your behalf
• You simply decide not to keep using Clio

We may still review a request in special situations, such as:

• Duplicate payments
• Incorrect billing
• Unauthorised transactions
• A verified failure on our side that we could not resolve within a reasonable time

4. Subscriptions

4.1 Cancelling

You can cancel your subscription at any time from your account. When you cancel:

• Future renewal payments stop
• You keep access until the end of the billing period you have already paid for
• Cancelling does not by itself entitle you to a refund of the current period

Please cancel before your renewal date to avoid being charged for the next cycle.

4.2 When a subscription refund may be considered

• Duplicate payment: if the same subscription was charged more than once because of a billing error, we will review it and refund the extra charge.
• Unauthorised payment: if a payment was made without your authorisation, contact us immediately with the details so we can investigate.
• Technical failure: if you could not use Clio because of a verified fault in our system that we could not fix within a reasonable time, we may refund the affected part of the period.

Refunds generally do not apply to periods already used, accounts where features were used, or customers who choose not to continue after successful activation.

5. Prepaid credits

• Credits are added to your wallet when your payment succeeds and are used up as your agent makes and receives calls and uses metered services.
• Credits that have been used are not refundable, because the corresponding provider costs have already been incurred.
• A duplicate or mistaken top-up that has not been used can be reviewed for a refund to the original payment method.
• Credits are for use within Clio and are not redeemable for cash except where required by law or as described in this policy.

Please check your call and cost analytics in the dashboard if you have a question about how credit was used, and contact us if something looks wrong.

6. Phone numbers

A phone number bought or rented through Clio is obtained from a telephony provider for you. The purchase, set-up, and renewal fees for a number are therefore generally non-refundable once the number has been provisioned. If a number could not be provisioned or activated because of a fault on our side, we will either fix it, replace it, or refund the fee.

7. Set-up and custom work

Where we have agreed to do onboarding or custom set-up work for you:

• If you cancel before work has started, we may refund the payment after deducting administrative and payment-gateway charges and any third-party costs already incurred.
• Once work has started, a refund depends on how much has been done, and we may deduct the value of the completed work.
• Completed and delivered work is generally not refundable.

8. Third-party costs

Some services involve third parties, such as telephony carriers, phone number providers, payment gateways, and any accounts you connect yourself, such as Google, WhatsApp Business, or an SMTP mail service. These providers have their own billing and refund rules, and we cannot refund charges made by them directly. Fees they have already charged to us for your usage or numbers are generally not recoverable.

9. Service issues and support

Before asking for a refund, please contact our support team. Many problems can be solved through troubleshooting, a fix or update, help configuring your agent, or a clearer explanation of what a plan includes. When you write, please include:

• Your registered email or account ID
• The invoice or payment reference
• A clear description of the problem, with screenshots if you have them
• What outcome you are hoping for

We aim to provide a stable, secure service, but results also depend on things outside our control, such as internet or carrier problems, third-party provider outages, or how your agent has been configured. We do not guarantee particular business results, such as more sales, lead conversions, or revenue, unless we have agreed that in writing.

10. How to request a refund

Email support@praxistence.com from your registered address with:

• Your full name and company name (if applicable)
• Your registered email address and contact number
• The invoice number or payment reference and the date of payment
• What you purchased
• The reason for your request, and any supporting evidence

10.1 How we review requests

We will look at your payment records, the service you bought, how much of it was used, any technical or billing issues, and the terms that applied. We may ask you for more information. We will then tell you whether your request has been approved, partly approved, or declined, and why.

10.2 Timing and method

• We review requests within a reasonable time, which depends on how complex the case is and how quickly we get the information we need.
• Approved refunds are normally returned to the original payment method.
• Banks and payment gateways set their own processing times, which we cannot control.
• A refund may be reduced by payment-gateway fees, the value of services already used, and non-recoverable third-party costs.

10.3 Partial refunds

Where only part of a service was affected or used, we may approve a partial refund based on the value of what was not delivered.

11. Non-refundable items

• Subscription periods that have already started and been available to use
• Credits already spent on calls, messages, or other usage
• Phone numbers that have been provisioned
• Completed set-up, configuration, or custom work
• Fees charged by third-party providers

12. Changes to this policy

We may update this policy to reflect changes to our plans, pricing, payment process, legal requirements, or support practices. When we make significant changes we will update the date at the top of this page and, where appropriate, notify you by email or in the dashboard. Updates take effect once published, and continuing to use Clio afterwards means you accept the revised policy. If we do not enforce part of this policy on one occasion, that does not mean we give up our right to enforce it later. Each request is judged under the latest version of this policy and its own circumstances.

13. Contact us

Questions about this policy or a refund request can be sent to support@praxistence.com.