Refund Policy

1. Cancelling comes first

Plans renew on their own, monthly or yearly, until you stop them. You do that yourself on the billing page of your dashboard, with no email and no waiting. From that moment no further renewal is taken. The widget, the AI agent and your inbox keep working until the period you already paid for runs out.

Cancelling switches off what comes next. It does not undo a charge that has already gone through and it is not treated as a request for money back. If you want to avoid a renewal, cancel before the renewal date shown on the billing page.

2. Why payments are final

An InChat plan buys a period of access to the platform with the conversation, website, seat and storage limits shown on the pricing page. It is not billed per answered chat or per resolution. The full allowance is opened when the period starts, so the fee is the same whether your visitors start ten conversations that month or ten thousand.

The free demo crawls your real pages and lets you put questions to the agent before you pay, and every plan's limits are listed before checkout. That is why we do not offer refunds after the fact.

When you subscribe, you ask us to start the service immediately. If a statutory right of withdrawal or a cooling off period would otherwise apply to you, you accept that it ends once the service has started at your request.

3. Situations that are not refunded

• The team decided not to use live chat after all, or the website the widget was on was closed or rebuilt.
• The widget was never installed, or few visitors opened it during a paid period.
• Answers from the AI agent were worded differently from what you wanted, or it handed a chat to a human more or less often than you expected. Answers depend on the pages and files you train it on.
• A renewal was collected, including one that went through days after the renewal date because earlier attempts were declined.
• You believed the plan was a single payment. Pricing, checkout, the confirmation email and the billing page all state that it renews.
• You did not cancel before the renewal date, or you cancelled right after it.
• An integration, channel or feature you wanted is not on the pricing page, or works differently from your assumption.
• The plan you chose was too large, too small, or billed yearly when you meant monthly.
• Time left over after cancelling. Access runs to the end of the period and is never pro-rated.
• A teammate or anyone else with your login used the account.

4. The three exceptions

We return money only in the cases below, only when the records in section 6 support the claim, and only for the charge concerned.

A billing error on our side

You were charged twice for the same period, or a new period was charged after you had already cancelled before it began.

A charge you did not make

Your card was used without your consent, you report it within 14 days of the charge, and the evidence held by us and by the payment operator confirms it. Saying so is not enough on its own. We may ask you to confirm that you have told your card issuer about the misuse.

InChat not working at all

A fault we confirm on our side made the dashboard and the widget completely unusable for an unbroken period, you told us while it was going on, and we could not fix it. Slow replies, a single feature misbehaving, and problems with your own site, browser or network do not qualify.

A refund granted under this section never exceeds what you paid for the affected period, goes only to the card that was charged, and is the full extent of our liability for that charge. It does not create a right to any later refund.

5. Asking for a refund

Write to support@inchat.ai from the email address on your InChat account within 14 days of the charge. Include the date, the amount and which exception applies. Requests sent after 14 days or from another address are not considered. We handle them in the order received and do not reopen a request once we have answered it.

Opening a chargeback with your bank without contacting us first is a breach of our Terms of Service and leads to the account being closed permanently.

6. Records we rely on

By creating an account you accept our Terms of Service, which include this policy and our Privacy Policy. Checkout shows the plan, price, billing period and automatic renewal before payment, and the confirmation email repeats them.

For every subscription we keep the purchase time, the plan and price shown at checkout, your acceptance of the terms, the emails sent to you, and the account's activity log: sign ins, widget installs, training sources added, conversations handled and settings changed, with the technical details captured at the time. The payment operator keeps its own record of each charge, including the card's issuing country, where the payment was made from, and the outcome of bank authentication such as 3D Secure.

An unauthorised charge claim is checked against these records, and the same records go to your bank if a dispute is opened.

7. Payments made before this policy

Anything paid before October 14, 2026 is handled under the terms that were in force on the day of payment.