Billing & Refund Policy

Last Updated: November 11, 2026

This Billing & Refund Policy is incorporated by reference into the Jill's Office Terms of Service.

1. Getting Started

Your "sign-up date" is the date you pay your Setup Fee or, if you have opted into the Annual Plan, your Annual Account Fee, on your Order Form at checkout, as described in the Terms of Service (Section 2.3), regardless of when you selected your Rate Plan or when you complete your company information intake or call instructions.

Your first billing period begins on the first Monday following your sign-up date, and you will receive your first invoice for that period on the second Monday following your sign-up date. For example, if you sign up on Wednesday, July 29, your first billing period runs from Monday, August 3 through Sunday, August 9, and you will receive your first invoice for that period on Monday, August 10. Subsequent billing periods and invoices continue on that same weekly cycle (or, for monthly or annual plans, on the corresponding monthly or annual cycle measured from that first billing period).

This billing schedule applies to your Account Fee, which covers your account and the software we set up for you upon sign-up. You will be charged your Account Fee for each billing period starting with your first billing period, even if you have not yet completed onboarding. You will begin being charged usage fees once you complete onboarding and start using our Services, meaning once Jill's Office begins receiving calls, texts, or chats on your individual number, as described in Section 3.2. Usage fees and the Account Fee are billed separately: you always owe the Account Fee for each billing period, and you additionally owe usage fees only for the usage that actually occurs on your number.

2. Charges and Fees

2.1 Setup and Reactivation Fees

There is a fee associated with beginning your Service, and there may also be a fee for reactivating your Service. A new Setup Fee applies each time you sign up for Service — whether this is your first time signing up, you are signing up again after a prior cancellation, or you are opening a second, third, or additional account — as described in the Terms of Service (Section 4.1). Your Setup Fee (or, if you have opted into the Annual Plan, your Annual Account Fee) is charged when you complete your Order Form at checkout, as described in the Terms of Service (Section 2.3). Usage charges vary depending on the Services selected. Setup fees are non-refundable unless, within 3 days of onboarding, it is determined that a technical issue prevents your phone system from forwarding calls into Jill's Office's proprietary software.

2.2 Taxes, Fees, and Assessments

We are required by law to charge applicable taxes, surcharges, and assessments, which will appear on your bill. These amounts may change periodically, and advance notice may not always be possible. We may also charge regulatory and administrative fees to recover compliance costs. If you are tax-exempt, please provide a valid and verifiable exemption certificate. Exemptions apply only after we receive and verify your documentation.

2.3 Annual Plan and Account Fee

The Annual Plan account fee is billed once per year on the same date. By opting into the Annual Plan or paying the Annual Account Fee, you agree to the annual subscription terms. The Annual Plan covers account fees only; usage charges are billed on a weekly or monthly basis at a discounted rate in exchange for paying account fees upfront for the year.

The Annual Account Fee is non-refundable, except when:

• It is determined during onboarding that Jill's Office cannot perform the Services you subscribed to; or
• Within 3 days of onboarding, it is determined that your phone system cannot forward calls to our system, and you choose to cancel your subscription.

Outside of these two exceptions, if you cancel your Service at any point during the annual period, including in the middle of the period, no portion of the prepaid Annual Account Fee will be refunded or credited toward future Services. This applies regardless of how much of the annual period remains at the time of cancellation.

If an Annual Account payment fails to process on the due date, the discounted usage rate is forfeited, and your account will automatically move to the standard weekly billing package until full payment is received and processed.

3. Billing and Usage

3.1 Billing Packages

It is the client's responsibility to monitor usage and request any desired changes to their billing package. Jill's Office staff do not automatically monitor or change packages on behalf of clients. Clients who wish to avoid monitoring usage may opt into our Progressive Plan, which automatically adjusts based on usage and only requires updates when Services are added or removed.

3.2 How We Calculate Your Bill

Your bill is our official notice of charges and reflects the fees in effect for your plan at the time Services are rendered.

• Call time is calculated from when Jill's Office answers the phone until the call and its associated note are completed.
• For outbound calls, including calls placed through Lead Zap, call time is calculated from the moment our system or agent initiates the dial. We only bill for an outbound call if the lead answers or we are able to leave a voicemail; an outbound call that goes unanswered with no voicemail left is not billed.
• Calls under 15 seconds are not billed.
• Calls between 15 seconds and 1 minute are billed as a full minute; after the first minute, billing occurs in 15-second intervals.
• The total minutes billed for each billing period are rounded up to the nearest minute and billed accordingly.
• If a caller hangs up while waiting in queue, our team may call or text them back (unless you request otherwise). Such callbacks are billed under the same rules.

3.3 Usage Charges

Overages appear as a separate line item on your invoice, showing the number of minutes over your package, the per-minute cost, and the total cost for the overage minutes. Invoices that have already been charged are non-refundable, except as described in Section 5.

3.4 AI-Generated Call Summaries (AI Summaries)

Calls for which we generate an AI Summary (also referred to as an AI-generated action item) are billed an additional $0.30 per minute, on top of your standard call charges. Billing time for this service begins when the call is answered and ends when the call concludes, and total usage is rounded up to the nearest whole minute. Because we do not guarantee the accuracy of AI-generated output, we do not offer refunds or credits for an AI Summary based on its accuracy or content, though billing errors remain correctable under Section 5. You may opt out of AI Summaries at any time by contacting your Account Manager or support@jillsoffice.com; if you opt out, a human agent will complete your call summary as part of handling the call, at your standard call rate, with no separate AI Summary charge.

3.5 Chat/SMS Services

Chat and SMS conversations are billed at 8 minutes per conversation. A conversation is defined as a communication session that includes at least three responses from a customer to a live Virtual Receptionist. Each conversation also includes any follow-up communication with the same customer within 24 hours when they use the same device to communicate.

4. Payments, Late Fees, and Disputes

4.1 Payment Methods and Automatic Billing

Jill's Office accepts payment via credit or debit card, ACH, or other approved electronic payment methods. Payment via ACH is limited to Monthly and Annual plans due to processing times. Clients wishing to pay via ACH must contact their Account Manager or the billing department at billing@jillsoffice.com. A member of the billing team will update your subscription if needed and send an updated invoice with the ACH payment method enabled.

All clients are required to maintain a valid payment method on file. When a payment method is used to pay an invoice, that card will be automatically saved on your account and may be used for future invoices if the default payment method fails. Clients who do not wish to have a card saved may remove it by logging into their account's billing portal or by contacting the billing department at billing@jillsoffice.com and specifying which card should be removed.

All accounts are enrolled in automatic billing. Charges will automatically be applied to the payment method on file on the first day of the billing cycle, covering both the account fees and the usage of the previous cycle.

4.2 Payments

Invoices are due on the first day of the next billing cycle following the period in which Services were rendered. Payment is due in full by the due date listed on the invoice. If payment is not received on time:

• A late fee of up to 10% per billing cycle, or $50 per month for monthly-billed accounts, or $15 per week for weekly-billed accounts (whichever is greater for your billing cycle), will apply.
• Late fees cannot be waived after an invoice has been issued, as clients are contacted at least twice before fees are added.
• To avoid late fees, contact Billing before your invoice is sent.
• Accounts with unpaid balances may be suspended until paid in full, subject to Section 4.3 for disputed amounts.
• A reconnection fee may apply.
• Accounts remaining unpaid may be canceled for non-payment.
• Returned checks or denied credit card charges may incur a $25 fee, depending on applicable law.

Jill's Office may require recurring credit card billing and/or advance deposits based on payment history or usage. Deposits may be applied to outstanding balances and cannot be used for bill payment without written approval from Jill's Office.

4.3 Disputing Invoices

If you dispute a specific charge on an invoice, notify Billing in writing at billing@jillsoffice.com within 30 days of the invoice date, identifying the specific charge disputed and the reason. Charges not disputed within this window are deemed accepted.

You must pay the undisputed portion of the invoice by the original due date to keep your Services active. Only the specific disputed amount is held pending resolution; Services are not suspended solely because a portion of an invoice is under good-faith dispute.

Jill's Office will investigate and respond to a properly submitted dispute within 15 business days. If the dispute is resolved in your favor, a credit or refund will be applied to the disputed amount. If the dispute is resolved in Jill's Office's favor, you must pay the disputed amount within 10 days of our response; late fees on that amount will accrue from the original due date if not paid within that window.

This dispute process is available for good-faith disputes only. Services may be suspended, notwithstanding a pending dispute, if: (a) you fail to pay the undisputed portion of an invoice when due; or (b) Jill's Office determines, in its reasonable judgment, that repeated disputes are being raised in bad faith to delay or avoid payment.

4.4 Account Default

An account is considered in default if any balance remains unpaid 14 days after the initial due date of the first past-due invoice. When an account defaults:

• All Services are immediately suspended;
• The account will be moved to the most recent pricing model upon reactivation; and
• Additional administrative fees may be charged to recover the cost of collections, account handling, or reinstatement.

4.5 Returning Clients

Reactivating a canceled account, signing up again after a prior cancellation, or opening a new or additional account requires payment of a new Setup Fee, as described in Section 2.1, regardless of any Setup Fee paid on a prior or existing account. If a prior customer has any outstanding or unpaid balance with Jill's Office, that balance — regardless of how long ago it was incurred — must also be paid in full before Service can be reactivated or a new account can begin. If a Setup Fee has been paid but the client declines to pay the remaining past-due balance, Jill's Office will retain the Setup Fee and apply it toward the outstanding balance. No new or reactivated Service will commence until all past-due balances are satisfied in full.

5. Refunds and Account Credits

Jill's Office primarily issues account credits for billing adjustments. Credits automatically apply to future invoices until used in full.

As a matter of practice, and not as a guaranteed entitlement, Jill's Office will typically consider a refund request when:

• A billing error is confirmed and a refund is specifically requested (otherwise, a credit is applied);
• It is found within 3 days of onboarding that your phone system is incompatible with Jill's Office's proprietary software and cannot forward calls; or
• During onboarding, it is determined that Jill's Office cannot perform the subscribed Services.

If your account is canceled for failing to complete onboarding within 30 days, as described in the Terms of Service, any Account Fees already paid remain non-refundable, consistent with the other non-refundability provisions in this Section. This cancellation and non-refund policy exists to prevent extended billing on an account that was never activated for use, since functionality is limited without completed onboarding.

This section describes Jill's Office's general operating practice. It does not create a contractual right to a refund beyond the non-refundability provisions stated elsewhere in this Policy and the Terms of Service. Setup and annual fees are otherwise non-refundable.

6. Customer Service Guarantee

Jill's Office is committed to delivering excellent customer service on every call, chat, and text conversation. If you ever question the quality of an interaction, please contact your Account Manager or email support@jillsoffice.com. Our Quality Assurance Team will audit the call, chat, or text conversation to ensure it meets Jill's Office's service standards. If the interaction does not pass the audit, you will not be billed for it, or a credit will be applied to your next invoice if it has already been billed. This guarantee does not extend to AI-Generated Call Summaries (AI Summaries), described in Section 3.4; because we do not guarantee the accuracy of AI-generated output, AI Summaries are audited for quality purposes only and are not eligible for a no-charge or credit remedy under this Section.

7. Cancellations

To cancel your Service, you must complete our official Cancellation Form. Requests made by phone, chat, or email will not be processed without the form. Billing will continue until the completed form is received. To request the form, please contact your Account Manager or email support@jillsoffice.com for assistance.

End of Billing & Refund Policy.