Three separate things get confused constantly: the delivery guarantee on a build fee, the money-back window offered to founding customers, and monthly service billing. This document separates them and states the conditions and the window for each.
At kickoff, defined as the point where we hold the assets the build needs: recordings or scripts, the service and pricing information, and credentials for the calendar and CRM. It does not start at signature, because a build cannot progress without those and the guarantee would otherwise be unenforceable in both directions.
Consumed monthly service, and third-party costs already incurred on your behalf such as telephony and model usage. Those are pass-through and stated separately on the invoice for exactly this reason. Everything within our control is covered by the guarantee.