Refund Policy

Last updated: October 27, 2025

1. Trial Period

Phona offers a 7-day free trial with no credit card required. During the trial period, you can explore the Service with a daily limit of 10 minutes of voice interactions. The trial automatically expires after 7 days, and no charges are incurred during the trial.

2. Subscription Billing

After the trial period, if you choose to subscribe, your payment method will be charged at the beginning of each billing cycle. We offer monthly subscriptions:

  • Starter Plan: £19.99/month
  • Web Developer Plan: £49.99/month

All prices are in British Pounds (GBP) and exclude applicable VAT or other taxes.

3. Cancellation Policy

3.1 How to Cancel

You may cancel your subscription at any time through:

  • Your account settings in the Phona dashboard
  • The Stripe Customer Portal (accessed via Settings → Account)
  • Emailing support@phona.app

3.2 What Happens When You Cancel

When you cancel your subscription:

  • Your subscription will remain active until the end of your current billing period
  • You will not be charged for subsequent billing periods
  • You will retain access to the Service until the end of your paid period
  • Your assistants and conversation data will be retained for 30 days after cancellation

4. Refund Eligibility

4.1 General Policy

As a subscription service, we generally do not offer refunds for partial months or unused service time. Once you are charged for a billing period, that payment is non-refundable.

4.2 Exceptions

We may issue refunds in the following exceptional circumstances:

  • Billing Errors: If we mistakenly charge your account (e.g., charging after cancellation)
  • Service Outages: Extended service disruptions lasting more than 48 consecutive hours
  • First Payment: Within 14 days of your first subscription payment, if you're unsatisfied with the Service

Refund decisions are made at our sole discretion.

5. How to Request a Refund

To request a refund, please email us at support@phona.app with:

  • Your account email address
  • The date and amount of the charge
  • A brief explanation of why you're requesting a refund

We will review your request and respond within 5 business days. If approved, refunds are processed back to your original payment method within 7-10 business days.

6. Failed Payments

If your payment method fails:

  • We will attempt to retry the payment
  • You will receive email notifications about the failed payment
  • If payment is not received within 7 days, your account may be suspended
  • No refunds are issued for failed payments

7. Chargebacks

If you initiate a chargeback or payment dispute through your bank or payment provider:

  • Your account will be immediately suspended
  • We may be unable to provide further service until the dispute is resolved
  • Please contact us directly before initiating a chargeback so we can work to resolve the issue

8. Price Changes

We reserve the right to change our pricing at any time. If we increase prices:

  • We will provide at least 30 days' advance notice
  • The new price will apply from your next billing cycle
  • You may cancel before the price increase takes effect

9. Contact Us

For questions about billing, cancellation, or refunds, please contact:

Email: support@phona.app

We aim to respond to all billing inquiries within 2 business days.