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; }; 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](https://www.usefini.com/security/fini-guarantee-terms), in the current version dated 27/08/2025. 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. On usefini.com the same commitment also appears as the **Zero-Pay Guarantee** ("90% resolution in 90 days, or you pay \$0"); the footer links to it as "Zero pay terms". Both names refer to the program on the terms page above. ## Eligibility To qualify, all four must be true: | Requirement | What it means | | - | - | | **New Fini enterprise customer** | The program is for new enterprise customers, not existing accounts. | | **1M+ annual tickets** | You handle more than 1 million tickets a year across digital support channels. | | **Deployed on a supported platform** | Fini runs on Zendesk, Salesforce, Intercom, HubSpot, LiveChat, or an equivalent platform. See [Channel overview](/en/deploy/overview) for every supported integration. | | **100,000+ AI-handled interactions in the 90 days** | You allow at least 100,000 interactions to be handled by the Fini agent during the 90-day period, so the benchmarks are statistically valid. | Not eligible: * Customers on pilots, promotional discounts, or reseller bundles. * A second claim. The guarantee can be claimed once per enterprise. ## The three conditions The guarantee applies if **any one** of these is true at the end of the 90-day period: | Condition | Benchmark | In plain terms | | - | - | - | | **Automated resolution rate** | Below 90% of eligible queries | Fewer than 90 out of every 100 eligible queries were resolved by the agent. | | **AI-driven CSAT vs human CSAT** | AI CSAT does not outperform human agent CSAT | Customers rated the agent's conversations no better than your human team's. | | **Average first response time** | Above 30 seconds across AI-handled tickets | The agent took longer than 30 seconds on average to send its first response. | If any condition is met, Fini will waive or refund your fees for the first 90 days. ```mermaid theme={null} --- title: How the guarantee is assessed --- flowchart TD ELIG{"Eligibility met?"} NOT["Guarantee does not apply"] RUN["90-day deployment
good-faith participation"] subgraph CHECK["At the end of 90 days, is any one true?"] C1["Automated resolution
below 90% of eligible queries"] C2["AI CSAT does not beat
human CSAT"] C3["Average first response
above 30 seconds"] end ANY{"Any condition met?"} CLAIM["Submit a claim within
30 business days"] PAY["Fees for the first 90 days
waived or refunded"] NONE["Guarantee not triggered"] ELIG -->|"no"| NOT ELIG -->|"yes"| RUN RUN --> CHECK CHECK --> ANY ANY -->|"yes"| CLAIM ANY -->|"no"| NONE CLAIM --> PAY classDef source fill:#F7F7F7,color:#131415,stroke:#E8E8E8 classDef agent fill:#131415,color:#FFFFFF,stroke:#131415,stroke-width:3px classDef surface fill:#FFFFFF,color:#131415,stroke:#131415 classDef human fill:#C3EE5E,color:#131415,stroke:#131415,stroke-width:2px class ELIG,ANY surface class RUN agent class C1,C2,C3 surface class NOT,NONE source class CLAIM surface class PAY human ``` ## What's covered and what isn't | Covered | Not covered | | - | - | | Fini subscription fees for the initial 90-day deployment | Third-party integration costs | | | Professional services | | | Add-ons | 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](/en/automations/rulebook) or a Planning Prompt [escalation trigger](/en/configuration/prompts#controlling-when-the-agent-escalates) anyway. ## 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. ### Automated resolution rate Track it with **AI resolution rate** in [Analytics](/en/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, and the terms exclude the highly manual categories listed above. [What counts as a resolution](/en/billing/what-counts-as-a-resolution) explains the definition in detail. ### 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](/en/analytics#csat-and-sentiment) for how ratings are captured. ### 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. Use it to watch response speed during the 90 days; the terms' benchmark is average first response time across AI-handled tickets. 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. ## How to claim The benchmarks are assessed over the full initial 90-day deployment. Claims must be submitted within 30 business days after the 90-day period ends. Contact your Fini team, or write to [founders@usefini.com](mailto:founders@usefini.com). 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. ## Legal notice 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](https://www.usefini.com/security/terms-of-service), [Privacy Policy](https://www.usefini.com/security/privacy-policy), and [Data Processing Addendum](https://www.usefini.com/security/data-processing-addendum) continue to apply. The [terms page](https://www.usefini.com/security/fini-guarantee-terms) is the binding source. ## Related The definition behind the automated resolution benchmark. Per-resolution pricing and what you are never charged for. AI resolution rate, CSAT, and response time as the product reports them. Short answers about invoices, payment, and the guarantee. ## Related topics - [Billing FAQ](/en/billing/billing-faq.md) - [Questions to ask an AI support vendor, with Fini's answers](/en/evaluate/questions-to-ask.md) - [How to run an AI support pilot](/en/playbooks/running-a-pilot.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.