← Frontdesk Agents

Refund Policy and Pilot Guarantee

Last updated: 17 October 2026, version 1.0

Provider: Andrés Martínez Gómez, trading as Frontdesk Agents, Avda. de la Fama, 19, 30008 Murcia, Spain; hello@frontdeskagentshq.com.

1. Pilot offer

• Price: USD 500 (plus applicable taxes) for a 30-day pilot, setup included.
• Pilot start: The 30-day pilot starts on the Go-Live Date: the day the agent starts handling real patient conversations for the Clinic. If go-live is delayed by the Clinic (for example, intake, access or approvals not provided), the pilot starts on day 15 after payment instead. Delays caused by us (or our vendors) extend that 14-day period day for day. If we can't go live within 30 days after payment for reasons not caused by the Clinic, the Clinic may cancel for a full refund of the pilot fee. Days and deadlines use the Clinic's time zone.

2. Performance guarantee

If, during the 30-day pilot, the agent does not generate at least 5 Booked Appointments (the "Target"), we refund 100% of the USD 500 pilot fee.

Booked Appointment. An appointment that (a) the agent creates in the Clinic's connected calendar or booking system during the pilot, as a result of a conversation the agent handled on an offered channel; (b) is for a real, unique person who is not Clinic staff, our staff or a tester. Each person counts once per pilot, however many times they book, except that at most one agent reschedule per patient into a new slot also counts; (c) is for a genuine service the Clinic offers; and (d) is not cancelled by the person because of an agent error (for example wrong time or service) within 48 hours of booking. Appointments the patient later cancels or misses for their own reasons still count. Duplicates, test bookings and bookings entered manually by Clinic staff don't count. The record is the agent's booking log (viewable by the Clinic) plus the calendar entry; the Clinic may dispute the count within the claim window.

Inbound Conversation. A distinct inbound contact from a person (not the Clinic, us or a tester) that reaches the agent on a connected, offered channel during the pilot, where the person says or writes something to the agent. Phone: one answered call of at least 10 seconds that includes caller speech. WhatsApp or web chat: a thread with at least one inbound message, where messages from the same person within 24 hours count as one conversation. Spam, robocalls, silent wrong numbers, automated messages and the agent's own outbound messages don't count. Counted across all offered channels combined over the 30-day pilot.

Offered channels only. The guarantee counts only channels offered in the Clinic's country and plan. Where voice isn't offered, calls are neither counted nor required.

3. Client conditions (all required for the guarantee)

1. The Clinic provides calendar/booking-system access, services, prices, hours and FAQs within 3 business days of checkout.
2. The agent is live on the offered channels selected at checkout for the full pilot, without the Clinic disabling or bypassing it for more than 48 cumulative hours.
3. The Clinic routes at least 50 Inbound Conversations during the 30-day pilot to the agent.
4. The calendar has real availability (no blocked or full schedule preventing bookings).
5. The Clinic answers our setup and correction requests within 2 business days.
6. The Clinic is current on payment and not in breach of the Terms of Service.
7. The claim is submitted in writing to hello@frontdeskagentshq.com within 14 days after the pilot ends.

If fewer than 50 Inbound Conversations reach the agent, the Target is reduced pro rata, rounded down (for example, 30 conversations → 3 appointments). If the pilot started on day 15 because of a Clinic delay, conditions 2 and 3 are measured over the days on which the agent was actually live.

4. How refunds are paid

Verified claims are refunded in full within 10 business days to the original payment method, including any tax charged on the pilot fee. We bear payment processing fees.

5. After the pilot

• The guarantee applies only to the USD 500 pilot fee. Renewal months are not covered.
• Avoid renewal: cancel in writing to hello@frontdeskagentshq.com at any time during the pilot (received before 23:59 on day 30, Clinic's local time) and you won't be charged for renewal. We email a reminder at least 7 days before the pilot ends.
• If not cancelled, the Service renews monthly (Base USD 497/month or Upgrade USD 1,497/month, plus applicable taxes), billed in advance. Renewal fees are non-refundable. After the pilot, cancellation requires 30 days' written notice; the Service ends at the end of the billing period in which the notice period expires, and any renewal charge falling inside the notice period is due in full (no proration). Nothing in this policy limits rights that cannot be excluded under mandatory law.

6. Ineligible clinics

The Service is not available, for now, to clinics located in the United States, the United Arab Emirates or Canada. If an ineligible clinic purchases, we cancel before go-live and refund everything paid, including tax.

7. Contact

Andrés Martínez Gómez, trading as Frontdesk Agents, Avda. de la Fama, 19, 30008 Murcia, Spain; hello@frontdeskagentshq.com.

Questions: hello@frontdeskagentshq.com · Terms · Pilot agreement · Refund · Privacy · DPA · Imprint