The Fini (usefini.com) 90-Day Money-Back Guarantee lets eligible new enterprise customers deploy Fini for the first 90 days and owe nothing for that period if the agent misses its benchmarks: automated resolution below 90% of eligible queries, AI CSAT that doesn’t beat human CSAT, or average first response above 30 seconds. Eligibility applies: the program is for new enterprise customers with 1M+ annual tickets and at least 100,000 AI-handled interactions in the first 90 days. The binding source is the Fini 90-Day Money-Back Guarantee Terms & Conditions. This page explains those terms in plain language and shows how each benchmark relates to what you can see in the product. If anything here differs from the terms page, the terms page wins.
To confirm (internal, remove before publish): The terms page shows two version stamps: “Last updated: 27/08/2025 (Version 1.0.0)” at the top and “Last updated: 13/01/2024 (Version 1.0.3)” above the Terms & Conditions. Which version is current? This page should cite one.

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Eligibility

To qualify, all four must be true: Not eligible:
  • Customers on pilots, promotional discounts, or reseller bundles.
  • A second claim. The guarantee can be claimed once per enterprise.
To confirm (internal, remove before publish): (a) The terms exclude “customers on pilots”, while llms-full.txt and the pricing page describe a 90-day free pilot for enterprise customers. Can a customer who runs the free pilot later claim the guarantee for the first 90 paid days, or are the two mutually exclusive? (b) Does a purchase through Microsoft Marketplace count as a “reseller bundle” under the terms?

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The three conditions

The guarantee applies if any one of these is true at the end of the 90-day period: If any condition is met, Fini will waive or refund your fees for the first 90 days.

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What’s covered and what isn’t

Some ticket categories are excluded from the benchmarks because they are highly manual by nature: fraud reviews, legal escalations, and account-specific regulatory disputes. These are the kinds of conversations you would typically route to your team with an Intent Rule or a Planning Prompt escalation trigger anyway.

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How the benchmarks are measured

The terms define the benchmarks; your Fini dashboard is where you watch them during the 90 days. Here is how each one relates to the product.

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Automated resolution rate

Track it with AI resolution rate in Analytics, which counts only conversations with status Resolved by AI. Don’t use Deflection rate for this: it is 100% - Human escalation rate and counts conversations still Waiting for Customer as deflected, so it reads higher than resolution rate. The guarantee measures resolution against eligible queries, which leaves out the excluded categories above. What counts as a resolution explains the definition in detail.

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AI CSAT vs human CSAT

Analytics shows Average CSAT from explicit customer ratings, and an AI CSAT filter for AI-inferred ratings when that tag group is configured. To compare against your human team, you need CSAT collection running on both AI-handled and human-handled conversations for the same period. See CSAT and sentiment for how ratings are captured.

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Average first response time

Analytics shows Average response time, the median time from a customer’s message to the agent’s reply, and a daily trend chart. That is not the same measure as the terms’ average first response time (see the box below).
To confirm (internal, remove before publish): Measurement details for the claim. (a) “AI-driven CSAT” in the terms: explicit customer ratings on AI-handled conversations, or the AI-inferred AI CSAT tags in Analytics? Where does the human CSAT baseline come from (the customer’s helpdesk for the same period, or pre-Fini history)? (b) The Analytics Average response time card is a median of all replies; the terms say average first response time. Which figure does Fini use when assessing a claim? (c) Is “eligible queries” the same set as billable conversations (greetings, spam, and abandoned sessions removed) minus the excluded categories?
Set up the measurement on day one, not day 89. Configure CSAT collection, agree with your Fini team which helpdesk data sets the human CSAT baseline, and save an Analytics view (Views) filtered to the channels in scope so you can check progress each week.

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How to claim

1

Wait for the 90-day period to end

The benchmarks are assessed over the full initial 90-day deployment.
2

Submit your claim within 30 business days

Claims must be submitted within 30 business days after the 90-day period ends. Contact your Fini team, or write to founders@usefini.com.
3

Choose refund or service credits

If the benchmarks were not met, Fini waives or refunds the fees for the first 90 days. You can take the refund through the original payment method, or as service credits.
Refunds depend on good-faith participation in the deployment and in data sharing. In practice: connect the integrations you agreed on, give the agent the knowledge and API access it needs, and share the data Fini needs to measure the benchmarks. The 90-Day Money-Back Guarantee is a promotional program and is non-negotiable. Fini reserves the right to suspend, modify, or terminate the program at any time. The standard Terms of Service, Privacy Policy, and Data Processing Addendum continue to apply. The terms page is the binding source.

What counts as a resolution

The definition behind the automated resolution benchmark.

How Fini pricing works

Per-resolution pricing and what you are never charged for.

Analytics

AI resolution rate, CSAT, and response time as the product reports them.

Billing FAQ

Short answers about invoices, payment, and the guarantee.