Last updated: 14 August 2026 

This policy explains when we do and do not give money back. It forms part of our Terms of Service. 

Try before you pay  

Every new customer gets a free trial: 7 days, or max ten minutes of call time, whichever runs out first and no card is needed to start it. 

The trial exists so you can hear the AI answer your calls, check how it handles your customers, and decide whether it suits your business before you spend anything. Use it properly. Once you move to a paid plan, we take it that you have tested the service and are satisfied it does what you need. 

We do not refund for change of mind 

Hello22 is a subscription service, not a product you can return. Once a billing period starts, we have set aside capacity, connected your numbers, and run your calls, so we do not refund a subscription fee because you: 

• Changed your mind after paying 

• Forgot to cancel before renewal 

• Did not use the service, or used less of it than you expected 

• Did not use all your included call minutes 

• Found another provider you prefer 

• No longer need a receptionist 

Unused call minutes do not roll over and are not refunded in cash or credit. 

Cancelling  

You can cancel at any time from your dashboard or by emailing connect@hello22.ai. Your service keeps running until the end of the period you have already paid for, and we do not bill you again. We do not refund the remainder of the period you have already paid for. 

Cancel before your renewal date. A renewal that has already been charged is not refunded because you meant to cancel and did not. 

When we do refund 

There are situations where billed money may get refunded:  

Billing mistakes: If we charge you twice for the same period, charge the wrong amount, or charge you after you had already cancelled, tell us and we will refund the difference in full. 

A card used on our platform without the cardholder’s permission: If you tell us your card was used to open or pay for a Hello22 account and you did not authorise it, contact us straight away. We will suspend the account and investigate, and if we are satisfied the charge was not authorised by the cardholder, we will cancel the subscription and reverse the charge. We may ask you for information to confirm this. Card fraud is not something we can prevent at our end, so we handle these cases by case rather than automatically.  

Unauthorised card use: If your card was used for a Hello22 account without your permission, tell us straight away and we will suspend the account and investigate. Where we are satisfied the charge was not authorised, we will cancel the subscription and reverse it. 

We end your service: If we cancel your subscription for our own reasons, we refund the unused part of what you have paid, worked out day by day. 

We change the price or the service, and you do not accept it: If we increase your fees or materially cut back the service, you can end your subscription before the change takes effect. We refund anything you have paid for the period after you leave. 

Your rights under the law 

Nothing in this policy takes away rights you have under a law that cannot be excluded. 

In Australia, our services are protected by the Australian Consumer Law, which means that you are guaranteed a remedy if we are unable to deliver a service to your satisfaction. This includes a right to have the supply of services resumed or repeated if there was a failure of service on our part and for major failures—termination and reimbursement if applicable. Similar laws exist in New Zealand: the Consumer Guarantees Act. In the UK, the Consumer Rights Act provides an equivalent level of consumer protection, and there is a presence of similar consumer protection laws in the US and Canada.  

If you believe you have a right to a refund that this policy does not cover, contact us and say so. We will look at it.  

How to ask for a refund 

Email connect@hello22.ai with your account name, the invoice or transaction, and what went wrong within 30 days of the charge. 

We will reply within five business days. If a refund is approved, we process it within ten business days back to the card or account you paid from. How quickly it appears is up to your bank, usually another three to five business days.  

Before you raise a chargeback 

Talk to us first. Most disputes are a billing error we can fix within a day. Raising a chargeback without contacting us costs both of us fees and time, and we may suspend the account while the bank sorts it out. 

Contact 

Hello22 AI 530 Springvale Road, Glen Waverley, Victoria 3150, Australia 

Email: connect@hello22.ai +61 468 058 491 

 Monday to Friday, 9:00am to 6:00pm Australian Eastern time