Refund & Billing Policy
Last updated: August 1, 2026 · Part of the Terms of Service
The short version: Your first month is free and your card isn't charged during it. After that you're billed in advance — $249/month, or $1,494/year if you pay annually. Cancel any time and you keep the service through the period you already paid for. We don't bill you for a period you cancelled before it started.
Plans and what you're charged
| Plan | Price | Billed | Renews |
|---|---|---|---|
| Monthly | $249 per month, per location line | In advance, monthly | Automatically each month |
| Annual | $1,494 per year, per location line | In advance, annually | Automatically each year |
| Setup fee | $99 one-time, where it applies | At sign-up | Credited against your first paid month; waived on annual |
The free first month
- New monthly subscriptions start with a free first month.
- A valid payment method is required at sign-up. It is not charged during the free month.
- Your first charge happens on the day the free month ends, unless you cancel before then. You can cancel at any point during the free month and never be charged.
- The free month is available once per business.
Auto-renewal and how to cancel
Both plans renew automatically at the then-current rate until you cancel. To cancel, email john@holina.io from the address on your account, or tell us through the owner dashboard's support form. We'll confirm in writing — if you don't get a confirmation, assume it didn't go through and follow up.
- Cancellation takes effect at the end of the period you've already paid for. Your receptionist keeps working until then.
- There is no cancellation fee and no minimum term.
- When service ends, call forwarding is turned off and your phone line reverts to exactly what it was before. There is nothing to port back.
- Your call data stays available for export for 30 days after service ends, then it's deleted per the Privacy Policy.
Refunds
- Monthly plans. Fees are paid in advance for a month of service and are generally non-refundable once that month has begun, because the service is provisioned and answering calls for the whole period. You keep access through the end of it.
- Annual plans. If you cancel mid-term, we refund the unused whole months remaining, prorated, less any setup or one-time fees already consumed.
- Our mistake. If you were billed in error — a duplicate charge, a charge after a confirmed cancellation, or a charge for a line that was never provisioned — we refund it in full. Tell us and we'll fix it; we don't make you argue.
- Extended outage. Where an availability failure entitles you to service credits, those credits are the remedy — see the Support & Service Level policy.
- Material changes. If we materially change the Terms or raise your price and you cancel before the change takes effect, we refund prepaid unused fees.
- Setup fees cover work already performed and are non-refundable once your line is configured.
Approved refunds are returned to the original payment method, typically within 5–10 business days depending on your bank.
Failed payments
If a payment fails — usually an expired or replaced card — here's exactly what happens:
- Stripe retries the charge automatically over the following days.
- From the second failed attempt, we email the billing address on your account with a secure Stripe link to update your card. Your receptionist keeps answering calls during this period.
- If the payment is still unresolved after Stripe's retry schedule ends, we contact you directly before anything changes.
- Service may be suspended for continued non-payment. We restore it as soon as payment succeeds; your configuration and data are not deleted during a suspension.
Chargebacks
If something looks wrong on your bill, please contact us first — almost every billing problem is a five-minute fix, and a chargeback takes weeks and costs both of us fees. If you do file one, we may suspend the account while the dispute is open, and we'll respond to the card network with our records of the service provided. We'll still talk to you.
Taxes
Prices exclude sales, use, VAT, and similar taxes. Where we're required to collect tax, it is added at checkout and shown on your receipt.
Card security
Card details are entered only on Stripe-hosted pages. Holina never receives, transmits, or stores your full card number — not in the chat, not on the phone, not in the dashboard. Anyone claiming to be from Holina and asking you to read out a card number is not from Holina.
Questions
- Email: john@holina.io
- Mail: EpochCore LLC, 8315 Camberly Rd, Huntersville, NC 28078