Cancellation & Refund Policy
Effective Date: 20 September 2026 • Contracting Party: Wnode Ltd t/a Staffa
1. Contractor-First Commitment
At Staffa, we believe local contractors and service professionals should never be locked into restrictive contracts, mandatory rollover traps, or punitive exit fees. Our commercial agreement is 100% performance-driven: we earn your business every month by answering urgent calls, qualifying high-value jobs, and dispatching leads straight to your mobile phone.
This policy defines our transparent cancellation and refund process for all subscription tiers and usage wallets.
2. Core Cancellation Pillars
100% Zero-Notice
Cancel at any time with zero prior notice required. There are no 30, 60, or 90-day waiting periods.
Zero Exit Fees
There are zero cancellation fees, admin penalties, or early termination costs under any circumstances.
Service Continuity
Your AI intake telephone number and SMS dispatch remain 100% active until the end of your current paid billing cycle.
3. Service Continuity & Safe Divert Transition
When you submit a cancellation request, your service is never abruptly terminated. You retain full access to your assigned telephone number, conversational AI receptionist, and SMS dispatch through the end of your prepaid 30-day operating window.
Why We Guarantee Continuity:
Emergency contractors cannot afford dropped customer calls. Keeping your intake line active until cycle expiry provides ample time to update carrier call forwarding (such as canceling *21* mobile diverts) without stranding emergency callers.
4. Immediate Cessation of Recurring Charges
Upon cancellation:
- Your recurring subscription will be immediately marked as non-renewing in Stripe.
- No further monthly base fees (£15 / mo) or add-on charges will ever occur.
- Automated usage wallet top-up triggers are deactivated immediately.
5. Fee Breakdown & Usage Wallet Refund Mechanism
One-Off Setup Fee (£147 / $187)
Covers upfront technical provisioning: purchasing your dedicated telephone number, compiling your bespoke knowledge base (`brain.md`), and configuring carrier SIP trunks. Because these costs are expended immediately upon signup, setup fees are non-refundable once provisioning has commenced.
Monthly Subscription Fees (£15 / month)
Monthly base subscriptions are billed in advance for the upcoming 30-day operating period. Because your service remains operational for the entirety of that cycle, subscription fees for past or currently running cycles are non-refundable.
Prepaid Usage Wallet Refund Mechanism
Staffa passes through telephony minutes and voice synthesis at wholesale cost using a prepaid balance. Upon account closure and expiration of your active billing period, any remaining, unconsumed wallet credit above £5.00 / $5.00 is 100% refundable back to your original payment method via Stripe.
To claim your wallet refund, submit a request to [email protected] within 30 days of service expiration. Refunds are credited via Stripe within 5–10 business days.
6. How to Cancel in Under 60 Seconds
Log into your client portal at /dashboard/ or click "Manage Subscription" on any Stripe invoice receipt. Select "Cancel Subscription" to terminate future renewals immediately.
Email [email protected] with the subject "Cancellation Request". We will process and confirm within 24 business hours.
7. Inquiries & Support
Wnode Ltd t/a Staffa
61a Bridge Street, Kington, Herefordshire, HR5 3DJ
Data Controller & Support: [email protected]