Returns and Refund Policy

Cancellation, termination and refund conditions for subscriptions and digital services

Frag-Maria offers digital services and subscription-based services in the areas of Chat AI, Voice AI, telephony, Connect AI and avatars. A traditional return of physical products therefore does not apply.

1. No return of physical goods

As Frag-Maria offers digital services and individually configured AI solutions, there is no right to return goods in the traditional sense.

2. Subscriptions and recurring services

When you take out a Frag-Maria subscription, you gain access to recurring digital services. Depending on the package selected, these may include Chat AI, Voice AI, telephony, Connect AI, Face AI, operation, maintenance, support, further development or other agreed service components.

Billing is based on the term and payment frequency stated at the time of purchase, in the offer or in the order confirmation. Payment data is processed securely via the payment and subscription service providers used.

3. Contract terms and termination

The contract terms stated apply to the standard models:

Fair-Start model Chat & VoiceBot: 3-month Fair-Start period, followed by a 12-month standard term if the contract is continued
Chat & VoiceBot: Minimum term of 12 months
Chat, Voice & Telephone: Minimum term of 12 months

Upon expiry of the respective minimum term, the contract may be terminated on a monthly basis, unless otherwise stipulated in the quotation, the order confirmation or in an individual agreement.

Termination generally ends the subscription at the end of the current contract or billing period. Any subscription periods already in progress will not be automatically refunded on a pro rata basis.

4. Setup and configuration services

One-off setup, design, integration, configuration, prompting, knowledge base, testing, design, telephony, avatar or onboarding services are provided on an individual basis.

Once the provision of services has commenced, such services are generally non-cancellable and non-refundable, unless expressly agreed otherwise or unless mandatory legal provisions stipulate otherwise.

5. Fair Start Model

Under the Fair Start Model, the terms and conditions stated in the offer or at checkout apply. The Fair Start phase serves to establish and test the use of Frag-Maria during a defined introductory period.

If the contractual relationship continues after the Fair Start phase has expired, it transitions to the regular standard term in accordance with the offer. Any one-off installation fee or setup charge will be invoiced in accordance with the individual offer.

Refunds for installation, design, setup or operational services already provided are excluded, unless expressly agreed otherwise or mandatory legal provisions stipulate otherwise.

6. Refunds

Services already provided, current subscription periods and one-off installation and setup services are generally non-refundable, unless:

- mandatory legal provisions stipulate otherwise,
- something else has been expressly agreed in the individual offer,
- or there is evidence of an incorrect charge or double payment.

7. Pre-orders and trial models

Frag-Maria does not generally offer traditional pre-orders or ‘try before you buy’ models for physical products.

If a pilot, proof of concept, fair-start model or trial access is offered, the terms and conditions specified in the offer, at checkout or in the individual agreement shall apply.

8. Individual solutions

For Enterprise & Custom, the individually agreed terms and conditions apply. In these cases, refunds, credit notes, notice periods or special provisions are governed by the relevant offer, order confirmation or individual agreement.

9. Contact

If you have any questions regarding cancellations, billing or refunds, please contact:

maria@frag-maria.ai

As of 01/06/2026