Refund Policy

This Refund Policy explains the terms under which you may obtain a refund for fees paid for the chatonn platform and its AI-powered customer support services (the “Services”). We are committed to fair and transparent billing, and we want every customer to feel confident that they are getting value from the Services.

This policy is incorporated by reference into our Terms & Conditions and should be read together with our Privacy Policy. Unless otherwise stated, capitalized terms have the meanings given in the Terms & Conditions.

The Services are offered as a subscription with recurring monthly or annual billing. When you subscribe to a paid plan, you authorize us to charge the applicable fee to your chosen payment method at the start of each billing cycle.

• Billing cycle - subscriptions renew automatically at the end of each cycle (monthly or annually) until cancelled.
• Payments in advance - fees are charged in advance for the upcoming billing period.
• Taxes - applicable taxes and fees are included where required by law and are non-refundable except as required by law.
• Cancellation - you can cancel at any time from your account settings or by contacting us. Cancellation stops future charges but does not, by itself, entitle you to a refund for the current period.

Every new paid subscription is covered by a 14-day money-back guarantee. If you are not satisfied with the Services, you may request a full refund within 14 days of your initial payment - no questions asked.

What This Means

• The guarantee applies to the first paid subscription on your account.
• The 14-day window is calculated from the date of your first payment for a paid plan.
• If approved, we will refund 100% of the subscription fee you paid for that initial period.
• The guarantee does not apply to plan upgrades, add-ons, or renewals, which are handled under the circumstances described below.

Refunds may be issued in the following circumstances:

• 14-day guarantee - within 14 days of your first paid subscription, as described above.
• Service failure - if the Services experience a sustained, material outage that significantly impairs your use of the Services for an extended period.
• Duplicate or erroneous charges - if you are incorrectly charged more than once or for an amount that does not match your subscription.
• Statutory rights - in jurisdictions where consumer law provides additional refund rights, those rights are not limited by this policy.

Eligibility is determined on a case-by-case basis. We may ask for additional information to verify your request, such as the email address associated with your account and the date of the charge.

To request a refund, please contact our support team with the following information:

1. 1Email us at billing@chatonn.app from the email address associated with your account.
2. 2Include your full name, account email, and the subscription plan you purchased.
3. 3Specify the reason for your refund request and, where applicable, the date of the charge in question.
4. 4Optionally, include feedback so we can improve the Services - we genuinely want to know what went wrong.

Approved refunds are processed through the original payment method wherever possible. If the original payment method is no longer available, we will arrange an alternative method (such as a bank transfer).

• Refund decisions are communicated within 5–7 business days of receiving your request.
• Once approved, refunds are typically issued within 3–10 business days, depending on your bank or card issuer.
• The time for the refund to appear in your account may vary depending on your financial institution.
• Refunds are issued in the same currency and for the same amount as the original payment, unless otherwise required by law.

The following are generally not eligible for a refund:

• Subscription fees for periods already used, outside the 14-day guarantee window.
• Add-ons, usage-based fees, and overage charges for consumed usage.
• Taxes and government-imposed fees (except where required by law).
• Fees for third-party LLM API usage, which are charged at cost by their respective providers.
• Gift cards and promotional credits, which are non-refundable and non-transferable.
• Any payment made under a legally enforceable agreement with custom terms.

Outside the 14-day guarantee window, refunds are generally not provided for partially used billing periods. However, in the following circumstances we may offer a prorated refund:

• You are on an annual plan and cancel within 30 days of the annual renewal date.
• A sustained service outage materially prevents you from using the Services for more than 7 consecutive days.
• We terminate your subscription without cause.
• We make a change to the Services that materially reduces the core functionality you purchased, and you choose to cancel as a result.

Prorated refunds are calculated based on the unused portion of your current billing period.

If you believe a charge was made in error, we ask that you contact us first before filing a chargeback with your bank or card issuer. Our billing team resolves most disputes quickly and fairly.

We may contest chargebacks that are filed without a valid reason, and we reserve the right to suspend or terminate accounts that repeatedly file unjustified chargebacks. A chargeback does not automatically cancel your subscription; please cancel your plan separately to stop future charges.

Free trials allow you to explore the Services before committing to a paid plan. During a free trial:

• No payment is required to start a trial.
• You will not be charged until the trial period ends and your paid subscription begins.
• We will remind you before your trial converts to a paid plan.
• If you cancel before the trial ends, you will not be charged and no refund is applicable (because no payment was collected).

To avoid any charge, simply cancel your trial before it expires through your account settings.

You may upgrade, downgrade, or switch between plans at any time.

• Upgrades - take effect immediately, and you will be charged a prorated amount for the remainder of your current billing cycle. Fees for upgrades are non-refundable.
• Downgrades- take effect at the start of your next billing cycle. You will continue to have access to your current plan's features until then.
• Data & limits - if a downgrade causes you to exceed the limits of the new plan, features may be restricted and excess usage may be billed as overage.

Promotional discounts and voucher codes are non-refundable and cannot be exchanged for cash or credit. If you are entitled to a refund for a payment that was partially funded by a promotional credit, the refund will be applied to the amount actually paid in cash.

When you cancel your subscription, you will retain access to the Services until the end of your current billing period. After that, your account will be downgraded to the free plan or closed, depending on your plan and settings.

Upon final account closure, your Customer Data will be permanently deleted in accordance with our retention practices described in our Privacy Policy. Please export any data you wish to keep before closing your account.

Our billing team is happy to answer any questions about charges, refunds, or plan changes. The fastest way to reach us is by emailing billing@chatonn.app.

We review every refund request fairly and in good faith, and we will always try to find a solution that is right for you.