Billing and refund policy
This policy explains how we bill for Shlix IBS and what happens if something on your statement looks wrong. It forms part of our terms of service. If your agency's order says something different, the order applies.
1. What you pay
Shlix IBS is a monthly plan: software only (AI Automation), software with our back-office team (AI + Human Support), or our team only (Dedicated Operations Support). Software-only plans start at $299 per month, plans that combine the software with our back-office team start at $1,449 per month, and our team on its own starts at $1,099 per month for up to 20 hours a week. These are starting prices. Your price depends on your job types, volume, workflow complexity, integrations and level of human support, and is set out in your proposal or order before anything starts.
Setup. AI Automation carries a one-time setup fee of $199, which covers connecting your mailbox and configuring your request types, routing and approvals. Setup is included at no charge on AI + Human Support and Custom Enterprise. Dedicated Operations Support does not include the software, so there is no setup fee.
Fees are in US dollars and exclude applicable taxes and any third-party charges your order lists separately.
Taxes. Invoices are issued by Zerobyte Technologies Private Limited in India, as an export of services, so no Indian GST is added. US sales tax is added only where a state requires it for the service, as a separate line on the invoice; if your agency is exempt, send us its exemption certificate. Pay the invoice in full, without withholding: we provide IRS Form W-8BEN-E on request, and our terms (section 6.5) set out the detail.
2. What counts as a request
- A completed request. One service request taken through an agreed workflow to done. An email thread and its ordinary clarifications stay one request.
- Duplicates: not billed. A true duplicate of a request already logged is not billed twice.
- Our retries: not billed. Retrying a request because of a problem on our side costs nothing extra.
- Canceled early: not billed. A request canceled before work starts is not billed.
- Missing information: not billed. A request held for missing or conflicting details goes to the exception queue and is not billed as completed.
- Out of scope. We stop and ask first. New work types, extra hours or more volume are agreed in writing before we do them.
3. Statements and payment
- Plan fees are invoiced in advance for each billing period, from the date the service starts: one month, three months at once for the initial term of plans with our people, or twelve months for an annual AI Automation term. Requests above your monthly allowance, and any extra hours you agreed, are invoiced in arrears with the next statement. The setup fee is invoiced with the first statement.
- Each statement lists the plan and every agreed extra line by line, so you can check every charge against your own work.
- Payment is due within 15 days of the statement date, unless your order or invoice sets other terms, by card or bank transfer (ACH or wire) in US dollars, quoting the invoice number. Each side pays its own bank's charges.
- If an undisputed amount is more than 30 days overdue, we may suspend the service after giving at least 10 days' further written notice. Suspension never deletes your data, and the service is restored once the balance is paid.
4. Terms and cancellation
- AI Automation is month to month, unless you choose an annual term in your order (which lowers the price).
- Plans that include our people (AI + Human Support and Dedicated Operations Support) start with a three-month term, so we can train someone on your process, and then continue month to month.
- To cancel a month-to-month plan, tell us in writing before the end of the current billing month. The plan ends at the end of that month; you pay for that month and nothing after. A plan in its initial or fixed term ends at the end of that term if you tell us before it ends.
- When you leave, you may ask for an export of your data within 30 days, and we delete it within 90 days, as set out in our Data Processing Addendum.
5. Disputed charges
If you think a charge is wrong, tell us within 30 days of the statement date. We check it against your order and your workspace records, reply within 10 business days, and credit any charge made in error on your next statement (or refund it if no further statement is due). You do not need to pay a disputed line while we look into it; the rest of the statement is still due.
6. Refunds
- Because plans are billed monthly, we do not refund a month already started, except as below.
- The setup fee is refunded in full if you cancel before setup work begins. Once setup has begun it is not refundable.
- If we fail to provide the service as agreed, or a period of the service is unavailable for reasons within our control, we credit or refund the affected fees.
- If you end the service because of our uncured material breach, or because you object to a new sub-processor or a change to our terms as those documents allow, we refund fees prepaid for the period after it ends.
7. Price changes
We give at least 30 days' written notice before any price or fee changes. The new price applies from the next billing month after the notice, and never during an initial or fixed term in your order.
8. Questions
Ask about any charge through the contact form, or from support inside the app.