Cancellation and Refund Policy

1. Policy Overview

This policy is governed by the laws of the State of Delaware and is incorporated by reference into the Terms of Service.

2. Definitions

• "Agreement" means the executed service agreement between Client and Hello, including these cancellation and refund terms.
• "Client" means the healthcare practice or business entity that purchases Hello Services.
• "Implementation Fee" means the one-time fee for the done-for-you setup, configuration, integration, training, and initial optimization of Hello Services.
• "Monthly Service Fee" means the recurring monthly charge for ongoing access to the Hello platform and AI voice agent Services.
• "Optimization Period" means the initial 90-day commitment period under Hello PAYG (or the contracted optimization window under a Hello Enterprise statement of work) during which Hello actively tunes and optimizes your AI voice agents for maximum performance.
• "Renewal Date" means the anniversary date on which the service agreement automatically renews for a subsequent annual term.
• "Usage Fees" means per-minute charges for AI voice agent call time consumed during the billing period.
• "Written Notice" means a cancellation or non-renewal request submitted via email or mail as described in Section 9.

3. Minimum Commitment Period

All Hello service agreements include a minimum commitment of 90 days (the "Optimization Period"). This period is essential because Hello provides a fully implemented AI voice agent system that requires:

1. A 10-day implementation process with custom configuration
2. Integration with your EHR/PMS and practice management systems
3. Staff training (up to 4 hours)
4. Active AI voice agent tuning and optimization during the 90-day Optimization Period (Hello PAYG) or the contracted optimization window (Hello Enterprise)
5. Performance monitoring and adjustment to achieve target metrics

The 90-day minimum ensures you experience the full value of the optimization process before making renewal decisions. Hello invests significant resources during this period, which is why early termination triggers the implementation balance obligation described below.

4. Implementation Fees

4.1 Fee Schedule

Implementation fees scale by plan and scope of deployment:

PAYG implementation pricing reflects scope (single location with standard PMS/CRM at the floor; expanded scope for custom EHR connectors, multi-PMS, or advanced routing; complex scope for multi-system integration or deep customization). Final scope is confirmed in a scoping conversation before contract signing. Enterprise implementation is bundled in the commit and is not billed separately. For published rate-card details, see our Pricing page.

Customers who signed prior to the May 2026 transition under the retired three-tier model (Beacon, Intercept, Command) retain their original implementation fee and optimization-period terms through the duration of their agreement.

4.2 Amortization Option

Clients may elect to spread the one-time Implementation Fee across equal monthly payments over the first 12 months of service. This amortization is a payment convenience and does not change the total amount owed. If a Client cancels before completing 12 months of service, any remaining unamortized balance becomes due immediately upon cancellation.

4.3 What Implementation Includes

The Implementation Fee covers tangible, non-reversible work performed by the Hello team:

• Custom AI voice agent design and configuration specific to your practice
• Knowledge base creation (FAQs, scheduling rules, practice policies)
• EHR/PMS and third-party system integrations (37 native connectors plus 200 integrations total; custom integration capacity is part of Hello Enterprise)
• Phone number provisioning and telephony configuration
• Staff onboarding and training sessions (up to 4 hours)
• Testing, quality assurance, and go-live support
• Post-launch optimization during the Optimization Period

Because this work is completed and delivered during implementation, Implementation Fees are non-refundable regardless of cancellation timing.

5. Cancellation Scenarios

6. Refund Policy

6.1 Refund Processing

Where a refund is owed (Hello-initiated termination without cause), refunds are processed within 30 business days to the original payment method. If the original payment method is unavailable, Hello will issue a refund via ACH bank transfer or check.

6.2 Billing Disputes

If you believe you have been billed in error, you must notify Hello in writing within 30 days of the invoice date. Disputed amounts should be clearly identified with supporting documentation. Undisputed portions of invoices remain due on the original payment date. Hello will investigate and respond to billing disputes within 15 business days.

7. Service Credits

If Hello fails to meet the platform availability target of 99.5%, service credits may be issued as described in our Business Continuity and SLA page:

• 98.0% to 99.49% availability: 5% credit of monthly platform fees
• 95.0% to 97.99% availability: 10% credit of monthly platform fees
• Below 95.0% availability: 20% credit of monthly platform fees

Service credits must be requested within 30 days of the affected month. Credits are applied to the next invoice and are not redeemable for cash, do not carry over beyond 12 months, and do not apply to Usage Fees.

8. Data Handling Upon Termination

Upon termination or non-renewal of the Agreement, Hello will:

• Deactivate AI voice agents on the termination effective date. Calls will no longer be answered by Hello agents.
• Provide data export upon request. Clients may request a full data export at no additional charge within 30 days prior to the termination date. Exports are delivered in standard formats (CSV, JSON) within 10 business days.
• Return or destroy Client Data (including PHI) within 60 days of termination, unless retention is required by law (e.g., HIPAA minimum 6-year retention for certain records).
• Delete call recordings and transcripts per the agreed retention schedule, unless the Client requests earlier deletion or export.
• Deactivate account credentials on the termination effective date.

For more information about data handling, see our Privacy Policy.

9. How to Submit a Notice

All cancellation and non-renewal notices must be submitted in writing using one of the following methods:

Notices are effective upon confirmed receipt by Hello. For email notices, Hello will send a reply acknowledgment within 2 business days. If you do not receive an acknowledgment, follow up to confirm receipt.

Hello will confirm the following in writing within 5 business days of receiving a valid cancellation or non-renewal notice:

• The effective date of cancellation or non-renewal
• Any outstanding balance owed (implementation, monthly, or usage fees)
• The date through which Services will remain active
• Instructions for data export (if applicable)

10. Disputes

If you disagree with any aspect of this Cancellation and Refund Policy or believe it has been applied incorrectly, please contact us at billing@usehello.ai. We are committed to resolving concerns promptly and fairly.

If an informal resolution cannot be reached, disputes are subject to the dispute resolution procedures described in our Terms of Service, Section 18 (Governing Law and Dispute Resolution). All disputes are governed by the laws of the State of Delaware.

11. Policy Modifications

Hello may update this Cancellation and Refund Policy from time to time. When we make material changes:

• Active Clients will be notified via email at least 30 days before changes take effect
• The revised policy will be posted on our website with an updated "Last Updated" date
• Changes will not retroactively alter the cancellation terms of existing service agreements; they apply to new agreements and renewals only

12. Contact Information

For questions about this policy, billing inquiries, or to submit a cancellation or non-renewal notice:

• Billing: billing@usehello.ai
• General inquiries: hello@usehello.ai
• Phone: (314) 972-3674
• Mail: Hello, Inc., Attn: Billing, Denver, CO, United States