Effective date: 12 September 2026
Applies to: Ringly.io ("Ringly"), the "Seth" AI phone support service, on the Pay per call plan.
Seth resolves at least 65% of your customers' support calls without a human. If a month comes in under that, you don't pay for that month: the whole bill comes back as credit, and we go through every call he missed with you and fix it.
1) Purpose
This policy explains Ringly's 65% resolution guarantee and the 30-day money-back guarantee on the Pay per call plan. If there is a conflict between this policy and other pages on our website, this policy governs the guarantee, refund and credit terms.
2) The 30-day money-back guarantee
Not happy in your first 30 days on Pay per call? Ask us in the chat. We refund the $99 plan fee to your original payment method and cancel the plan. Phone conversations above the 50 included stay billed. This guarantee is separate from the 65% resolution guarantee and does not depend on a resolution rate.
3) The 65% resolution guarantee
If you meet the requirements in Section 4 and submit a valid claim under Section 6, then: if Seth's resolution rate for a billing month is below 65%, you do not pay for that month.By the time the rate is final, that month has already been billed. So we give it back as credit: the full amount of that month's bill is posted to your account after the fix call (Section 8) and deducted from your next bill (Section 7). You can claim any billing month in which you qualify. Your account stays open and Seth keeps answering.
4) Eligibility requirements
All of the following must be true for the month you claim:
1. 90 days on Pay per call. You have been on an active Pay per call subscription for at least 90 consecutive days before your first claim. The 90 days start on the date of your first Pay per call charge.
2. Minimum call volume. At least 300 phone conversations in the 90 days before the claim, as recorded in Ringly's system. A phone conversation is a call in which Seth and the caller both spoke, the same unit we bill.
3. Shopify connected, with skills on. Your Shopify store is connected to Ringly, and the order status and order cancellation skills are switched on for the whole month. We recommend the returns skill as well.
4. Calls routed to Seth. Your published support number rings Seth first, at every hour, for the whole month. Not a subset of lines, hours or call types.
5. Try to resolve first. The setting "When asked for a human, Seth should try to resolve first" is on for the whole month.
6. Responsiveness. You reply to Ringly's reasonable requests for information needed to improve performance (policy clarifications, escalation rules, knowledge to add) within one business day.
7. Fixes from an earlier claim applied. If you have claimed before, the changes agreed on that fix call (Section 8) have been applied.
If any requirement is not met, the guarantee does not apply to that month.
5) How we measure performance
- Resolved. A call is resolved when Seth handled it start to finish without a human: the customer's question was answered or their request was completed. A ticket for your team, a transfer to a person, or an answer Seth could not give is not resolved.
- Scored calls. Customer calls with a support request and a clear outcome. We leave out: callers who asked for a person before saying what they needed; calls with no support request (wrong numbers, silence, a hello and a hang-up); calls that ended without a clear outcome, such as a line dropped mid-conversation; calls from your own numbers (Settings, Numbers never billed) and web test calls.
- Resolution rate. Resolved calls divided by scored calls, over your billing month. The billing month is the period shown on your invoice.
- System of record. Ringly's call logs, the Seth page in your dashboard and our internal reporting are the official system of record for the resolution rate, call counts and settings.
6) How to submit a claim (and the 7-day deadline)
1. Submit within 7 days. Submit your claim within seven (7) calendar days after the end of the billing month you are claiming.
2. How to submit. Message us in the chat in your dashboard, or email info@ringly.io, with your account email, your store name and the month you are claiming.
3. Verification. We review your account data to confirm eligibility and the measured resolution rate for that month, and we may ask for information needed to verify it.
4. The fix call. We book a call with you within two weeks of your claim. On it we go through the calls Seth missed. The credit is posted after this call.
7) The credit and exclusions
If approved, the credit is:- The full amount of that month's bill: the $99 plan fee and every phone conversation charge for that month.
- Posted as credit on your account after the fix call and deducted from your next bill. Anything left over carries to the bill after that.
- Credit, not cash. It is not paid out and is not transferable. If you cancel before your next bill, there is nothing to apply it to and it lapses.
- Excluded charges: taxes, pass-through telecom charges, third-party fees, custom work and professional services.
8) The fix call and your account
Your account stays open and Seth keeps answering. On the fix call we go through the calls Seth missed and agree the changes: knowledge to add, a setting to change, a skill to switch on. We send them to you in writing within 5 business days after the call. Applying them is a requirement for claiming the following month (Section 4, item 7).
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 a billing month 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