Refund Policy

Effective date: January 2026

Insaio is provided by Sandbox Connection GmbH, Regerstraße 70a, 22761 Hamburg, Germany.

1. General Payment Terms

Insaio offers its services on a subscription basis, billed monthly or annually in advance. Payments are processed securely through Stripe, a third-party payment provider. Customers may pay in EUR or USD using a credit card, SEPA direct debit, Apple Pay, Google Pay, or other payment methods supported by Stripe. All prices are exclusive of applicable taxes.

2. Free Setup Phase

Each new subscription begins with an initial setup phase during which the user can only make test calls to their own number. This phase continues until the user’s phone number is fully configured. During this setup phase, no refunds are required as no external calls are performed.

3. Refund Eligibility

Refunds may be issued under the following circumstances:

• Technical problems that prevent proper use of the service,
• Accidental duplicate or incorrect billing,
• Extended service outages caused by Insaio’s infrastructure.

Refund requests must be submitted within 14 days after the payment date. Requests submitted after this period cannot be considered.

4. Exclusions

Refunds are not available:

• Once the service has been actively used,
• After the first appointment has been successfully scheduled,
• For regular subscription renewals or cases of user error after activation.

No partial (pro-rata) refunds are granted for cancellations made during an active billing period. Upon cancellation, the subscription remains valid until the end of the current period and will not renew.

5. Process

Refunds are handled exclusively through Stripe and issued to the original payment method used for the transaction. Any applicable third-party transaction fees (e.g., Stripe or bank processing fees) may be deducted from the refund amount.

6. Special Cases

• Duplicate or incorrect payments will be fully refunded.
• Fraudulent transactions or chargeback abuse will not be refunded.
• Prolonged service downtime may qualify for a refund or credit at the Provider’s discretion.

7. Request Procedure

To request a refund, customers must contact support@insaio.com. Requests must include the invoice number, payment date, and a brief description of the issue. Refund inquiries are reviewed within five business days.

8. Legal Framework

This Refund Policy is governed by German law. It is designed to be internationally compatible for Insaio’s global customer base. In case of any conflict, the English version prevails.