Refund Policy

1. Scope of this policy

1.1This Refund Policy explains when and how the Platform issues refunds for subscriptions and add-on purchases. It forms part of the agreement between you and the Platform and should be read together with the Terms of Service.

1.2This policy applies to purchases made directly through the Platform. If you purchased through a reseller or another intermediary, refunds may be handled by that intermediary, and its policy may apply instead.

1.3Nothing in this policy limits any statutory right you may have under the consumer-protection law of your place of residence. Where this policy and mandatory law conflict, mandatory law prevails.

1.4We review every request individually and aim to apply this policy consistently. If you believe that a decision is wrong, you may ask for it to be reviewed by a second reviewer before pursuing any other remedy available to you.

2. Definitions

2.1“Subscription” means a recurring entitlement to the Service purchased for a monthly or annual period. “Billing Period” means the period for which a payment is made, beginning on the payment date. “Add-on” means a supplementary purchase, such as a message pack or an additional website. “Refund Window” means fourteen calendar days from the date of the charge, unless a longer period is required by law.

3. Free trial and conversion

3.1The free trial includes a limited number of messages or complete answers and does not require payment until the trial allowance is exhausted or, where applicable, until a payment method is added.

3.2When the trial allowance is exhausted, the Account converts to the entry-level paid Subscription at the price shown at signup. If you do not wish to continue, you must cancel before the conversion date. Charges made after conversion are subject to this policy like any other Subscription charge.

3.3Trial allowances are provided once per customer. Creating multiple Accounts to obtain repeated trials may result in the withdrawal of the allowance and the suspension of the Accounts concerned.

4. Monthly subscriptions

4.1You may request a refund of a monthly Subscription charge within the Refund Window. Where the request is approved, we refund the unused full months included in the charge. Partial months are not refunded.

4.2If the Subscription has been used substantially during the Refund Window, we may decline the refund or offer a partial refund, taking into account the usage and the reason for the request. We will explain the decision in writing.

4.3Cancelling a monthly Subscription stops future renewals. It does not, by itself, generate a refund for the current Billing Period, which remains available until it ends.

5. Annual subscriptions

5.1You may request a refund of an annual Subscription charge within the Refund Window. Where the request is approved, we refund the unused full months remaining in the annual term, calculated at the monthly-equivalent rate stated on the pricing page at the time of purchase.

5.2After the Refund Window, annual charges are not refundable except where required by law or where the Service has been unavailable for a material part of the term due to our failure, in which case we may offer a pro-rata credit or refund.

5.3If you downgrade an annual Subscription, the change takes effect at the next renewal. Downgrades do not generate a refund for the current term.

6. Add-ons

6.1Message packs and additional websites are refundable only if the entire Add-on is unused. Once any part of an Add-on has been used, the Add-on is not refundable, in whole or in part.

6.2Add-ons are not transferable between Accounts and do not change the renewal date of the underlying Subscription. Unused Add-on balances expire at the end of the Subscription term unless the applicable Order states otherwise.

7. Renewals and reminders

7.1Subscriptions renew automatically at the end of each Billing Period unless cancelled before the renewal date. We send a reminder before an annual renewal and before a trial converts to a paid Subscription, where the law requires it or where we have committed to do so.

7.2If a renewal was charged because a cancellation did not reach us before the renewal date, contact us promptly. Where the Subscription has not been used after the renewal, we may, at our discretion, cancel the renewal and refund the charge.

7.3Cancelling after a renewal does not automatically generate a refund for the new period. The standard Refund Window applies to the renewal charge, subject to any statutory rights you may have.

8. Refunds after a trial conversion

8.1If a trial converts to a paid Subscription and you did not intend to continue, contact us within the Refund Window. Where there has been little or no use after conversion, we will normally cancel the Subscription and refund the charge.

8.2Where the Account was used substantially after conversion, we may treat the charge as a normal Subscription charge and apply the monthly or annual rules above.

8.3The trial allowance itself is not refundable in cash; it is a free allowance and has no cash value.

9. How usage affects a refund

9.1Refunds are intended to protect customers who purchased in error or who did not receive the Service they expected. They are not intended as a way to obtain a period of free service after substantial use.

9.2In assessing a request, we consider the number of complete answers used, the number of sites configured, the time elapsed since the charge, and whether the request relates to a fault in the Service. We will explain any decision that departs from this policy.

9.3Where a fault on our side prevented you from using a material part of the Service, we may offer a service credit or a pro-rata refund instead of a full refund, depending on the duration and impact of the fault.

10. Service credits

10.1In some cases we may offer a service credit rather than a refund. A service credit is applied to a future invoice, is not convertible to cash, and expires twelve months after it is issued unless otherwise stated.

10.2Accepting a service credit does not affect any statutory right you may have. If you prefer a refund and a refund is available under this policy, you may request one instead.

11. Taxes, currencies and fees

11.1Refunds are calculated on the amount actually paid, excluding taxes that the payment provider is required to retain or remit under applicable law. Where tax is refundable, the payment provider will handle the refund in accordance with its own procedures.

11.2If you paid in a currency other than the currency of the original charge, the refund is processed in the original currency and converted by the payment provider. Exchange-rate differences are not refundable.

11.3Fees charged by your bank or card issuer are outside our control and are not refundable by us.

12. Business customers and Orders

12.1Where a business purchases under a negotiated Order, the refund terms in that Order prevail over this policy to the extent of any conflict. If the Order is silent, this policy applies.

12.2Business customers may be asked to provide purchase-order references or billing contacts so that a refund can be processed correctly. Refunds to business customers are made to the original payment method unless the Order states otherwise.

13. Refunds and your data

13.1A refund does not automatically delete an Account. If you cancel and receive a refund, you may export conversations and leads for thirty days after termination, after which the data is deleted in accordance with the Privacy Policy.

13.2Where a refund is issued because of a billing error, the Account remains active and no data is deleted. Where a refund follows cancellation, the normal export and deletion rules apply.

14. Regional cooling-off periods

14.1Some jurisdictions provide a cooling-off period for distance contracts. Where such a period applies and you cancel within it, we will refund the charge in accordance with the applicable law, even if the period is longer than the Refund Window described in this policy.

14.2If you exercise a cooling-off right, we may ask you to confirm your place of residence and the statutory basis for the request. Where the law requires a specific form of notice, we will accept a clear written request sent using the contact details published on this platform.

15. How to request a refund

15.1Refund requests must be submitted from the email address associated with the Account, using the contact details published on this platform. Please include the invoice number, the charge date, the amount and a short explanation of the reason for the request.

15.2We aim to acknowledge refund requests within one business day and to complete our review within ten business days. If we need additional information, we will ask for it and the review period may be extended accordingly.

15.3Requests submitted through a reseller must be directed to that reseller, which will apply its own policy. We will cooperate with the reseller where reasonably necessary.

16. How refunds are paid

16.1Approved refunds are returned to the original payment method through our payment provider. We do not issue refunds in cash or to a different payment method, except where required by law or where the original method is no longer available.

16.2The time for a refund to appear depends on the card issuer or payment provider and is typically five to ten business days. We will provide confirmation once the refund has been initiated.

16.3Currency conversion differences, bank fees and payment-provider charges incurred on the original transaction are not refundable, except where required by law.

17. Chargebacks and disputes

17.1We ask that you contact us before initiating a chargeback so that we can investigate and, where appropriate, resolve the matter directly. A chargeback may result in the suspension of the Account while the dispute is investigated.

17.2If a chargeback is raised in error, we may provide evidence of the transaction, the agreement and the usage of the Service. We reserve the right to recover reasonable costs associated with fraudulent or abusive chargebacks.

18. Exceptions

18.1We may decline a refund where: (a) the request is made outside the Refund Window; (b) the Account has been used substantially and the request is not based on a failure of the Service; (c) there is evidence of abuse, including repeated refund requests across multiple Accounts; or (d) the purchase was made through a reseller whose policy governs the transaction.

18.2We may approve a refund outside the Refund Window where required by law, where we materially failed to provide the Service, or where a billing error occurred on our side. Decisions outside the standard policy are made in good faith and on a case-by-case basis.

19. Statutory rights

19.1Consumers in some jurisdictions have a statutory right to cancel a purchase within a specified period, or to a remedy where a digital service is not as described. Nothing in this policy excludes or limits those rights.

19.2Where you exercise a statutory right, we may ask you to confirm your place of residence and the basis of the request. We will process the request within the period required by the applicable law.

19.3Business customers may have different rights under the law applicable to them. Where the parties have agreed a separate Order, its terms prevail to the extent of any conflict with this policy.

20. Changes to this policy

20.1We may update this policy from time to time. Material changes will be announced before they take effect and will not apply retroactively to purchases made before the effective date.

20.2The version in force at the time of your purchase governs that purchase, unless a change is required by law or is more favourable to you.

21. Contact

21.1Questions about this policy should be sent using the contact details published on this platform. We aim to respond within one business day.

21.2This policy is a draft for the prototype and must be reviewed by qualified counsel before it is relied upon.