Refund Policy
Last updated September 2026
This policy covers the three things you're charged for: the one-time setup fee, your monthly or annual plan, and prepaid voice-minute credit.
Setup fee
The one-time setup fee covers configuring Sophia's voice agent, knowledge, and channels for your business. It's refundable if you cancel before setup has been completed. Once your assistant is live and answering, the setup fee is non-refundable.
Monthly & annual plans
Subscription payments are non-refundable for the period already billed. You can cancel anytime to stop future renewals — you'll keep access through the end of the period you've already paid for. We don't prorate partial months or years.
Prepaid minute credit
Credit purchased to cover voice minutes beyond your plan's bundle is non-refundable once minutes have been used. Unused credit on a closed account can be refunded on request within 30 days of account closure.
Billing errors
If you believe you were charged incorrectly (e.g. a duplicate charge, or a charge after cancellation), contact us and we'll investigate and correct it.
How to request a refund
Email hello@callsophia.co with your business name and the charge in question. We aim to respond within 2 business days.