Legal
Billing, Cancellation and Refunds
This policy explains how NWAVE LLC ("NWave", "we", "us") bills for its services, how clients can cancel, and when refunds are available. NWave AI Systems is a brand of NWAVE LLC, a Florida limited liability company. If a signed client agreement or order form says something different, the agreement controls.
The short version
- Launch and Operate are month to month. Cancel any time with 30 days written notice.
- The setup fee is fully refundable until onboarding work begins, and non-refundable after that.
- Monthly fees already paid are not refunded for partial months.
- Billing mistakes are always refunded in full.
How billing works
- Setup fee. Charged once, at signing, before onboarding begins.
- Monthly fee. Charged in advance at the start of each monthly billing period, starting on the date in your agreement.
- Outcome fees. On the Outcome plan, per-appointment or per-sale fees are billed monthly in arrears, based on the activity report for the previous month.
- Add-ons. Add-on services are billed as set out in your order form.
- Payment methods. We accept ACH bank transfer and major credit and debit cards. Payments are processed securely by Stripe. We never store full card or bank account numbers.
- Taxes and third-party costs. Prices are in US dollars and exclude applicable taxes and third-party fees, such as telephony, messaging and marketplace costs.
Cancellation
Launch and Operate have no long-term commitment unless your agreement says otherwise. The Outcome plan runs on targets we both sign and reset each quarter, and its notice period is set out in your agreement.
To cancel, email hello@nwaveai.com with the subject line "Cancellation" at least 30 days before your next billing date. We confirm in writing within two business days.
After cancellation, service continues until the end of the period you have already paid for. No further monthly charges are made. Outcome fees earned before the end of service are billed on the final invoice.
When service ends, we export your data on request and delete or return client data as described in our Privacy Policy.
Refunds
- Setup fee. If you cancel in writing before onboarding begins (your first diagnosis session or our first access to your systems), we refund the setup fee in full. Once onboarding work has started, the setup fee is non-refundable, because it covers work performed for your store.
- Monthly fees. Fees for a billing period that has started are not refunded, in whole or in part.
- Outcome fees. Fees for appointments or sales that were reported and not disputed within the review window below are non-refundable.
- Service issues. If an agent is unavailable for a meaningful part of a billing period because of an issue on our side, contact us. We review it in good faith and may issue a credit or partial refund.
- Billing errors. Duplicate charges or charges made in error are refunded in full.
Approved refunds go back to the original payment method. Card refunds usually appear within 5 to 10 business days, ACH refunds within 3 to 7 business days.
Questions and disputes about a charge
If a charge looks wrong, please email us before contacting your bank. Report billing errors within 30 days of the charge, and dispute outcome fees within 15 days of receiving the monthly report. We respond within two business days and fix confirmed errors right away.
Late or failed payments
If a payment fails, we let you know and retry. If an invoice remains unpaid 15 days after its due date, we may pause the agents until the balance is paid. Pausing does not delete your configuration or data.
Changes
We may update this policy from time to time. The effective date at the top shows when it last changed. Changes do not affect payments made before the change.
Questions about billing? Write to hello@nwaveai.com or mail NWAVE LLC, 14261 SW 120th St, Ste 108-534, Miami, FL 33186.