Effective Date: March 4, 2026
Applies To: Ringly.io (“Ringly”), the “Seth” AI phone support service
1) Purpose
This policy explains the terms of Ringly’s 14-day free trial and our 90-Day 60% Performance Guarantee. If there is a conflict between this policy and other pages on our website, this policy governs the guarantee and refund terms.
2) 14-Day Free Trial
1. Credit card required. You may start a 14-day free trial by selecting a plan and providing valid payment information.
2. Cancel anytime during the trial. If you cancel before the trial ends, you will not be charged subscription fees for that plan.
3. Automatic conversion to paid plan. If you do not cancel before the end of the 14-day trial, your account will automatically convert to a paid subscription and your payment method will be charged according to your selected plan.
3) The 90-Day 60% Performance Guarantee
If you qualify under Section 4 and submit a valid claim under Section 6, then:
If Seth’s Resolution Rate is below 60% during the Evaluation Window (defined below), Ringly will issue a cash refund of your last three (3) months of subscription fees, excluding overages and excluded charges (Section 7).
4) Eligibility Requirements
To qualify for the guarantee, all of the following must be true:
1. 90 days on a paid plan. You must have remained on an active paid subscription for at least 90 consecutive days. The 90-day period begins on the date your first paid subscription charge occurs after the free trial ends.
2. Shopify connected. Your Shopify store must be connected to Ringly.
3. Calls routed to Seth. Your phone line(s) must be configured so that customer calls are routed to Seth for handling.
4. Minimum call volume. You must have at least 300 calls during the 90-day period (as recorded in Ringly’s system).
5. Knowledge Score compliance. Your Knowledge Score must be at least 70% during the Evaluation Window (as shown in your Ringly dashboard).
6. Responsiveness. You must respond to Ringly’s reasonable requests for information needed to improve performance (e.g., policy clarifications, escalation rules) within 24 hours during the Evaluation Window.
7. The option When asked for a human, Seth should Try to resolve first needs to be during the Evaluation Window.
If any requirement above is not met, the guarantee does not apply.
5) How We Measure Performance
- Resolution Rate. “Resolution Rate” means the percentage of calls with an outcome Seth resolves, calculated using Ringly’s internal logs and reporting.
- Evaluation Window. We evaluate the guarantee based on the last 30 days of the 90-day period (the “Evaluation Window”), not the entire 90 days.
- System of record. Ringly’s call logs, dashboard analytics, and internal reporting are the official system of record for Resolution Rate, call counts, and Knowledge Score.
6) How to Submit a Claim (and the 7-day deadline)
To request a guarantee refund:
1. Submit within 7 days. You must submit your claim within seven (7) calendar days after the end of the 90-day period.
2. How to submit. Email your claim to info@ringly.io with:
- Your account email + store name
- Confirmation that Shopify is connected and calls are routed to Seth
- Any requested information needed to verify eligibility (e.g., billing invoices, relevant configuration details)
3. Verification. Ringly will review your account data to confirm eligibility and the measured Resolution Rate in the Evaluation Window.
7) Refund Amount and Exclusions
If approved, your refund will be:
- Refund of subscription fees only for the last three (3) months of your paid subscription.
- Overages are excluded (including per-minute usage, additional numbers, add-ons, and other variable usage charges).
- Excluded charges (not refundable): setup fees, professional services, custom work, taxes, pass-through telecom charges, and any third-party fees.
Refunds are issued to the original payment method where possible.
8) Cancellation and Service Termination Upon Refund
If your guarantee claim is approved: Your subscription will be cancelled, andSeth will be disabled for your account at the time the refund is processed (i.e., service will not continue after a cash refund).This prevents situations where an account continues receiving service after receiving a performance-based refund.
9) Abuse, Fraud, and “Gaming the System”
Ringly may deny a claim if we reasonably determine that you attempted to manipulate results, misrepresent usage, interfere with measurement, or otherwise abuse the guarantee. Examples include (without limitation): intentionally routing non-customer calls, repeatedly reclassifying outcomes to distort performance, or creating artificial call volume.We will act reasonably and may request additional information to validate claims.
10) Changes to This Policy
Ringly may update this policy from time to time. Any updates will apply going forward and will be posted with a revised Effective Date. Changes will not retroactively reduce guarantee rights for an active 90-day period already in progress, unless required for fraud prevention or legal compliance.
11) Contact
Questions about this policy or submitting a claim:
Email: info@ringly.io
Company: Ringly