Service Guarantee & Refund Policy
What you can expect from us, and how refunds work.
1. Our commitment to you
We stand behind the reliability of our AI receptionist service. If something isn't working correctly due to a genuine issue on our end — the agent misbehaving, calls not being answered, bookings not saving, or an integration failure — we will fix it as a priority, at no extra cost, within your existing subscription.
2. Before you go live (14-day window)
If you cancel within 14 days of signing up AND your phone number has not yet started receiving real patient calls, your subscription fee is fully refundable. Once your number is live and taking calls, this window closes.
3. Fees are non-refundable once you're live
Because setup, phone number provisioning, and AI configuration involve real upfront costs on our side, subscription fees are non-refundable once your service has been activated and calls have started coming through — including partial months and unused minutes.
4. What we don't refund
We do not offer refunds simply due to change of mind, low call volume, choosing the wrong plan (you can switch plans instead), or dissatisfaction unrelated to a technical fault, since the platform's value depends on how it is set up and used.
5. Exceptional cases (discretionary)
In rare cases — such as a genuine, unresolved technical fault that significantly affects your service despite our attempts to fix it, or an extended outage on our end — refunds or partial credits may be considered at our discretion on a case-by-case basis.
6. How to request one
Email info@hospitrade.co.uk with your practice name and the reason for your request. We aim to respond within 3 business days. Approved refunds are returned to your original payment method within 5–10 business days.
7. Cancelling
Cancelling stops future billing; it does not retroactively refund already-billed periods.
8. Phone Number & Cancellation Policy
1. Your number stops working for you immediately
As soon as your subscription is cancelled, your AI receptionist stops taking calls on your number right away — no calls will reach the assistant after cancellation.
2. We hold your number for 7 days
For 7 days after cancellation, your phone number remains reserved for your practice only, in case you change your mind or cancelled by mistake. Reactivating your subscription within this window restores your number and assistant exactly as they were.
3. After 7 days, the number is disconnected
If the subscription is not reactivated within that period, the number is disconnected from your account and the connection to SmileLine ends.
4. Your data stays private
Your bookings, call history, and practice details are never shared with anyone else.
5. Numbers you brought yourself are unaffected
If you connected your own existing phone number rather than one issued by us, this policy does not apply — your number remains yours regardless of subscription status.