Refund Policy
The short version: Nelai is month to month. Cancel anytime and you won’t be charged again. We don’t refund partial months, and the setup fee is non-refundable once we’ve started building your receptionist.
1. Monthly plan
Your plan is billed monthly in advance. You can cancel anytime by emailing [email protected] or texting (727) 534-3074, or from the billing portal in your dashboard. Your service keeps running until the end of the month you’ve paid for, and you won’t be charged again. We don’t give refunds or credits for partial months.
2. Setup fee
The one-time setup fee (waived for Founding 10 clients) covers building and testing your receptionist. If you cancel before we start setup work, we refund it in full. Once setup work begins, it’s non-refundable.
3. Billing mistakes
If we charged you by mistake, for the wrong amount, or after you cancelled, tell us within 60 days and we’ll refund the mistaken charge in full.
4. Service outages
If the Service is down for an extended period because of a problem on our side, contact us. We’ll review it and may credit your account at our discretion.
5. Payments your customers make to you
If you use Nelai’s booking deposits or payment links, those payments go to your own Stripe account and you are the seller. Refunds for them are your decision. You can issue one from the Payments page in your dashboard. If you paid a business through a Nelai payment link and want a refund, please contact that business directly.
6. How refunds are paid
Approved refunds go back to the original payment method through Stripe. They usually appear within 5 to 10 business days, depending on your bank.
7. Contact
Nelly Visions LLC (d/b/a Nelai) · Pasco County, Florida
[email protected] · (727) 534-3074