Refund Policy

We want you happy with UpNewLevel. If something isn't working, we'd rather fix it or refund you than keep money from a dissatisfied customer.

1. 14-day satisfaction period

If you subscribe to UpNewLevel and decide within 14 days of your first payment that it's not right for your business, email hello@upnewlevel.com and we'll refund your first month in full. No questions asked.

2. Monthly subscriptions after day 14

• You may cancel at any time from your dashboard or by emailing us.
• Cancellation takes effect at the end of the current billing period. Your AI receptionist keeps working until that date.
• We do not issue partial-month refunds for the time remaining in a cancelled billing period.
• No refund is issued for months already used.

3. Service outages or failures

If a verified service outage caused by us prevents your AI receptionist from answering calls for more than 4 consecutive hours, we will issue a pro-rata credit on your next invoice equal to the downtime, upon written request. Outages on third-party providers (telephony carriers, upstream voice AI) that are outside our control are credited at our discretion.

4. Billing errors

If you believe you were charged incorrectly (wrong amount, double-charged, charged after cancellation), email us within 60 days of the charge. We will investigate and refund any confirmed billing error promptly.

5. Chargebacks

Before initiating a chargeback with your bank, please contact us first — chargebacks are slow, expensive for small businesses, and almost always avoidable. In 99% of cases we can resolve the issue directly, typically within 24 hours.

6. How to request a refund

Send an email to hello@upnewlevel.com with:

• Your business name and account email.
• The charge date or Stripe receipt number.
• A short reason (helps us improve — not a requirement for the 14-day refund).

Approved refunds go back to the original card within 5–10 business days depending on your bank.

7. Contact