Refund Policy

This Refund Policy explains when and how Joby ("we," "us," "our") issues refunds for amounts paid to us by our customers ("you," "your"). It applies to: - Monthly and annual subscription fees for the Joby CRM platform (Starter, Pro, Enterprise plans) - Prepaid credit balances used to pay for metered usage (SMS, voice minutes, AI features) - Phone number rental fees - One-time charges (e.g. number ports, custom integrations) It does not cover payments your customers make to YOU through Joby Pay or other merchant features — those refunds are governed by your own published policy and processed through Stripe. Merchant payment responsibilities are described in the Payments Addendum at /payments-addendum.

Subscriptions renew automatically each month or year on the anniversary of your sign-up date. You may cancel at any time from Billing → Manage Subscription. - Monthly plans: Cancellation takes effect at the end of the current billing period. We do not refund the unused portion of the current month. - Annual plans: If you cancel within 14 days of your initial annual purchase, we will refund the unused portion. After 14 days, no refund is issued, but the plan remains active until the end of the prepaid year. - Plan downgrades: Take effect at the end of the current billing period; no proration refund. If you believe you were charged in error (e.g. a duplicate charge, a charge after cancellation), email Invoice@joby.io within 60 days of the charge with your invoice number and we will investigate and refund any verified error.

Joby's metered features (SMS, voice minutes, AI agent calls, transcription) are paid from a prepaid credit balance you fund via card. - Unused credit: If you cancel your subscription and have an unused credit balance over $5.00, you may request a refund of the unused portion within 90 days of cancellation. Refunds are issued to the original payment method. - Consumed credit: Credit deducted for usage already delivered (SMS sent, calls placed, AI features used) is non-refundable. This is a standard pay-as-you-go model — once the third-party cost (Twilio, OpenAI, etc.) is incurred on your behalf, we cannot reverse it. - Auto-reload charges: If an auto-reload fired without your knowledge or consent, contact Invoice@joby.io within 30 days. We will review the auto-reload settings you configured (Billing → Credits) and refund the reload if our records show the charge was not authorized. - Promotional credit: Credit issued by Joby as a courtesy, refund, or promotion is not refundable for cash.

Phone numbers are rented monthly from our underlying carrier (Twilio). Rental fees are deducted from your prepaid credit balance or charged to your card monthly. - Number cancellation: When you release a number, billing stops at the end of the current monthly cycle. No refund for the partial month. - Carrier fees and 10DLC registration: Costs paid to The Campaign Registry (TCR) for A2P 10DLC brand and campaign registration are non-refundable, as they are paid through to the carrier organization.

When your customers pay you through Joby Pay, those payments are processed by Stripe (Connect or Express) and settled directly to your connected Stripe account. - Refunds to your customers: You issue refunds from Joby's invoice and estimate views. Refunds reverse the original charge and the funds return to the customer's card via Stripe. Stripe processing fees are not returned to you on refund. - Chargebacks (disputes): If a customer disputes a charge with their bank, Stripe handles the dispute process. You receive notification and can respond with evidence. Joby is not a party to the dispute. - Joby's platform fees: If you charge a platform fee through Joby Pay, the platform fee is also returned on refund (where applicable). Any disputes about Joby Pay charges should be raised first with us at support@joby.io within 60 days of the original transaction.

Send an email to Invoice@joby.io with: - Your organization name and ID (visible in Settings → Account) - The invoice number or charge date you are disputing - The amount you are requesting back - A short description of why you believe a refund is owed We respond to refund requests within 5 business days. Approved refunds are issued to the original payment method and typically appear on your statement within 5–10 business days, depending on your bank. If we deny a refund request and you wish to escalate, you may dispute the charge with your card issuer. We ask that you contact us first so we have the opportunity to resolve the issue directly.

Joby reserves the right to deny refund requests where, in our reasonable judgment: - The account has been used in violation of our Terms of Service (e.g. spam, illegal content, abuse of free trials) - The refund is requested after substantial usage of the metered services in question - The same payment method has previously been associated with chargeback fraud - The request is part of a pattern of repeat refund requests across multiple accounts We may close accounts engaged in fraudulent or abusive activity without notice, and any unused credit on those accounts is forfeit.

Refund requests and billing questions: Invoice@joby.io General support: support@joby.io Mailing address: Joby CRM LLC 1180 South Beverly Drive Los Angeles, CA 90035 United States