Refund Policy

No Bookings, No Bill. If the Service creates no Bookings in a calendar month, we refund your fee for that month in full.

Three things follow from that, and they are the whole of the promise:

1. 01The refund is automatic. You are billed on your normal date. When the month closes with zero Bookings we return that month’s fee to the payment method you paid from. There is nothing for you to claim and nothing for us to clawback.
2. 02There is nothing to file. You do not apply, qualify, or negotiate. We count the month, and if the count is zero the refund is issued.
3. 03A refunded month changes nothing else. It does not end your subscription, raise your future price, or alter your terms. We carry on tuning the Service the following month.

This promise sits alongside a fixed monthly fee and no setup fee. Full Business Setup and the AI Receptionist are month to month. Plans that include Local SEO run for a six-month Minimum Term — see §7.

What counts as a Booking. A Booking is an appointment created on your connected calendar by the Service.

• A no-show still counts as a Booking. Whether the customer turns up is outside our control and outside this promise.
• A cancelled appointment still counts as a Booking if it was created on your calendar.
• An enquiry, a chat, a form fill, or a missed-call text-back is not a Booking unless it results in an appointment on the calendar.
• The specific calendar we count, and the report we count it from, are named in your service brief at the start of the engagement.

The month we count. A calendar month, matching your billing cycle. Where your cycle does not start on the 1st, the month runs from your billing date to the day before the next one.

Which Services the promise covers. Every Service whose job is to produce Bookings — Full Business Setup, the AI Receptionist (Voice), the AI Receptionist (Chat), and the bundle of Full Business Setup with Local SEO, on its whole fee. The one exception is Local SEO bought on its own, for the reason given in §3.

Ranking work does not create appointments directly, and it takes months to show. Measuring it in Bookings would be dishonest in both directions — so Local SEO bought on its own is not covered by the Bookings count. It carries the Visibility Promise instead. The bundle of Full Business Setup with Local SEO carries both promises.

• Month one sets your baseline. In your first month we record two numbers from your own Google accounts: the clicks your site receives in Google Search Console, and the actions on your Google Business Profile (calls, direction requests and website taps). Both are written into your service brief.
• Month six is the check. At the end of the sixth month we compare both numbers with the baseline. The promise is met if either number has grown.
• If neither has grown, we keep working at no charge until one does, for up to three further months. No fee is invoiced for those months. The Minimum Term is not extended by them.
• What we need from you. The promise depends on the access listed on our pricing page — editor access to your website, manager access to your Google Business Profile and access to Google Search Console — being granted in month one and kept in place. If it is not, the promise does not apply for the months affected.

We say the six months up front rather than implying ranking is fast. If you want Bookings from month one, the Booking-producing Services in §2 are the ones that do that.

A month is not refunded where the Service produced no Bookings because of one of the following. These are the only exclusions.

• We were not given what we needed. Access, data, or inputs we asked for were not provided — for example calendar or CRM access was not granted, brand assets were not delivered, or scripts were not signed off.
• The Service was switched off or changed by you. You paused the agent, disconnected the calendar, took the site down, or changed the spec mid-month without re-agreeing the arrangement in writing.
• A third-party platform outage. An extended outage at a platform we depend on prevented delivery. We will document any such outage and treat you fairly, but it is not a Fluis miss.
• Use outside the agreed purpose, or in breach of acceptable use (Terms §5).
• Force majeure, as defined in Terms §12.

You get a report every month showing what came in, including the Booking count the promise is measured on. You can ask for the underlying numbers at any time and we will share them.

If the count is zero, we refund that month in full. You do not need to do anything. If a month you believe had zero Bookings has not been refunded, email billing@fluis.ai with the month in question — we will check it against the calendar and correct it if we got it wrong.

We will acknowledge within 2 business days and resolve within 5 business days. Where we agree we billed in error, we return the money under §6.

If we cannot agree, you retain all rights under Terms §11 (Governing law and dispute resolution), including mediation and ultimately the courts of England and Wales.

The promise in §1 is itself a refund: you are billed on your normal date, and a month that produces no Bookings is returned to you in full. Beyond that, there are narrow cases where money you have paid comes back:

• A billing error. A duplicate charge, a charge after cancellation, a charge at the wrong rate, or a charge for a month that should have been refunded under §1.
• An overpayment of any kind.
• Anything UK law entitles you to. Your statutory rights are unaffected by this policy or by our Terms.

In those cases we return the money to the original payment method where possible, otherwise by bank transfer, in the currency it was paid (GBP, £). We aim to process it within 5 business days of agreeing it.

Outside those cases, we do not offer a refund of fees for a month in which the Service did create Bookings. The promise is that a month which produces nothing costs you nothing — not that the fee is returnable once it has produced something.

How to cancel. Email billing@fluis.ai or write to our registered office. Cancellation takes effect at the end of your current paid month. There is no notice period.

Month to month, or a six-month Minimum Term. Full Business Setup on its own and the AI Receptionist have no minimum term and no exit charge. Any plan that includes Local SEO runs for a six-month Minimum Term from your first invoice, then month to month. If you leave the bundle (Full Business Setup with Local SEO) before the Minimum Term ends, a one-off early-exit charge of £197 is payable for the Full Business Setup work that was included. If you leave Local SEO on its own before the Minimum Term ends, the fees for the remaining months of the Minimum Term become payable. Nothing else is owed.

You keep your work. All Client Data and outputs produced for you remain yours — website pages, content, CRM contacts, the agent's training data, and any SEO work product. See Terms §6. You will be given a reasonable export window — default 30 days after termination — to retrieve them, after which we delete in line with the retention schedule in the Privacy Policy. If you would rather keep the system running without us, we will on request move your CRM into an account of your own with the software provider, which you then pay directly. We may receive a referral commission from the software provider when you do.

Final invoicing. Fees for the final month remain due on the normal terms — and the promise in §1 applies to that month exactly as it does to any other. If the final month produced no Bookings, that fee is refunded in full, on the same automatic basis as any other month. Any early-exit charge under this section is invoiced separately and is not subject to the promise in §1.