Refund Policy

This Refund Policy applies to paid ChatterEase subscriptions. It forms part of the ChatterEase Terms of Service, and where the two conflict on the subject of refunds, this Refund Policy describes the refund process and the Terms govern everything else.

Payments are processed by our payment provider, which acts as the Merchant of Record for ChatterEase subscriptions. Where our payment provider maintains mandatory buyer terms or refund rights, those terms may also apply to your transaction. Nothing here limits rights that applicable law does not allow us to remove.

New accounts start on the Free plan at no cost and you are not asked for a card. When you outgrow it, you can activate a one-time 14-day trial of a paid plan. No card is taken for the trial either, so no charge appears on your statement until you subscribe.

You may request a refund for your initial paid ChatterEase subscription within 7 calendar days of the initial qualifying charge.

• •The 7 days are counted from the date the initial payment was taken, not from the date you started your trial.
• •The window covers the initial subscription payment only. It does not repeat automatically on later renewal charges. A renewal that lands after you cancelled is handled as a billing error instead, under section 5.
• •If you cancel during the window and then ask for a refund, we will treat the request as a refund request rather than a cancellation.

A refund will normally be considered where at least one of the following applies:

• •You request a refund for your initial subscription within the 7-day satisfaction window described above.
• •You were charged twice for the same subscription, or a duplicate charge was taken.
• •The charge was incorrect because of an error on our side or in the payment system, such as being charged a price that does not match the plan you selected.
• •You cancelled before a renewal date and were charged anyway, where the cancellation should already have taken effect.
• •Applicable consumer law requires a refund.
• •Another exceptional billing issue is raised with us, which we will review in good faith.

Every request is assessed on its own facts. Sending us a request does not by itself mean a refund will be issued, and we will tell you either way.

Subject to applicable law and to the 7-day satisfaction window, refunds are normally not provided for:

• •Requests made after the applicable window has passed.
• •Partly used billing periods, once you have used the subscription.
• •Unused time left over after you cancel part-way through a period you have already paid for.
• •Renewal charges where the subscription renewed because the cancellation did not reach us in time, unless applicable law or the payment provider requires otherwise.
• •Accounts ended for serious breaches of our Terms.
• •Abuse, fraud, chargeback manipulation or repeated refund abuse.

ChatterEase subscriptions are billed monthly or annually in advance, and the refund rules above apply to both.

An annual subscription is one charge for the whole year, so if you have used the service for part of that year we cannot un-use it. That is why the satisfaction window exists: it gives you a short period to try the product on real workloads before you commit to a full term.

Cancellation and refunds are two different things. You can cancel at any time, and cancelling is not the same as asking for a refund.

• •You can cancel your subscription yourself from the billing dashboard, which links through to our payment provider's customer portal. You do not need to contact support.
• •Cancellation stops future renewals. It does not refund the period you have already paid for.
• •Paid access normally continues until the end of the current billing period, unless a refund is issued or applicable law requires otherwise.
• •After the paid period ends, your account returns to the Free plan and your AI agents keep answering at Free limits. Your training data and settings are kept, so you can subscribe again and pick up where you left off.

If we have charged you incorrectly, we will put it right. In practice that means one of the following:

• •A duplicate charge is refunded in full.
• •A charge for the wrong plan or the wrong amount is corrected, and any difference is refunded.
• •A charge taken after a cancellation that should already have been in force is refunded.
• •If we cannot put the money back ourselves, we will tell you plainly and point you to the payment provider, who holds the funds.

We would rather hear about a billing error than have you quietly absorb it. Contact us as soon as you notice.

Plan changes work like this:

• •An upgrade takes effect as soon as the payment succeeds, and your new limits apply immediately.
• •A downgrade takes effect at the end of the current billing period, so you keep your current limits until then.
• •Any adjustment our payment provider makes for a plan change appears on your invoice or in the customer portal.
• •If you were charged twice for an upgrade, or charged for a plan you did not select, treat it as a billing error under section 8.
• •Because upgrades take effect straight away, a refund for an upgrade is considered on the same basis as any other request, and a partly used upgraded period is not normally refunded.

Email support@chatterease.com with the subject line "Refund request". You do not need to contact us through any other channel, and you do not need to cancel first.

Please include as much of the following as you have to hand:

• •The email address on the account.
• •The order or invoice reference, if you have it.
• •The date the charge was taken.
• •Why you are asking for a refund, in a sentence.

Approved refunds are submitted to the payment provider promptly once we have confirmed your request. How long the money then takes to appear depends on the payment provider, the card network and your bank, so we cannot give you an exact number of banking days.

Our payment provider processes refunds on our behalf as Merchant of Record. If your request falls under their mandatory buyer terms, they may process the refund directly, and their timescales apply instead of ours.

Once a refund is completed:

• •Access to the refunded subscription or the refunded paid features ends. This applies to the plan itself; it does not by itself close your account or delete your data.
• •Any plan limits tied to the refunded plan stop applying at the end of the refunded period, or immediately if the refund is applied immediately.
• •If the refund was for the initial subscription, your account returns to the Free plan and your AI agents keep answering at Free limits. Your training data and settings are kept.
• •We may also ask you to confirm that you no longer require the refunded feature.

If you believe a billing error occurred, please contact us first. We would much rather sort the problem out with you directly than have it escalated through your bank.

Contacting us does not remove or limit any right you have to raise a dispute with your card issuer or through a chargeback scheme, and nothing in this policy asks you to give one up.

Nothing in this Refund Policy limits rights that cannot legally be excluded under applicable consumer protection law. Where mandatory local rules provide a wider refund right or a shorter notice period, those rules apply to your subscription, and we will follow them.

We may update this Refund Policy from time to time. When we make a change that affects you, we will update the "Last updated" date above and notify account holders by email. The version that applied is the one in effect when your request was made.

Refund questions: support@chatterease.com

General enquiries: contact ChatterEase. For anything about your data rather than your billing, email privacy@chatterease.com.