Refund Policy

Prepared as an English-language working draft for publication on respondo.ai.

Capitalised terms used but not defined in this Refund Policy have the meanings given to them in the Terms & Conditions. This Refund Policy applies unless a separate written enterprise agreement expressly provides different refund terms.

1. How to request a refund

To request a refund, please contact us through the Website contact form or by email at [email protected]. Please include the account email, organisation name, invoice or payment details, date of charge, reason for the request, and any relevant supporting information. We may request additional details reasonably necessary to verify the request and investigate the circumstances.

2. Free trial

If you use a free trial, no subscription fee is charged during the trial period itself. Because no fee is collected for the trial, there is nothing to refund unless a paid renewal or paid conversion has already taken place. Trial duration, usage caps, and trial eligibility are determined by us and may be changed or withdrawn at any time.

3. Monthly plans

For monthly subscription plans, you may request a full refund of the most recent monthly subscription charge if all of the following conditions are met:

• the request is submitted within seven (7) calendar days after the latest monthly payment was charged;
• the refund request relates only to the most recent paid monthly period;
• the account has not materially used the paid Services after the charge in a way that exceeds ordinary trial evaluation or otherwise indicates substantive consumption of the paid service benefits; and
• there is no evidence of abuse, repeated short-term usage followed by refund requests, or violation of the Terms & Conditions.

3.1 Material use

For the purposes of this Refund Policy, “material use” may include, by way of example, sustained processing of live customer conversations, deployment of production automations, large-scale ingestion of knowledge sources, extensive use of paid integrations, or other substantial use of paid-only features after the charge was made. We assess material use reasonably and in good faith based on the account activity and the circumstances presented.

3.2 Exceptions

If a verified technical fault on our side materially prevented access to the Services or caused demonstrable damage during the relevant period, we may review the case individually and may grant a refund, credit, or other remedy even if the standard conditions above are not fully met. Remedies required by mandatory law remain unaffected.

4. Annual plans

If we offer annual subscription plans and you purchase such a plan, you may request a partial refund for the unused portion of the annual term, subject to the following rules:

• the request must be submitted within one hundred eighty (180) days after the original annual payment date;
• the refund applies only to the unused portion of the then-current annual subscription term;
• the unused period is calculated in whole months and rounded up to the next full unused month for customer convenience;
• discounts, promotional pricing, one-time onboarding or implementation fees, professional services, taxes on the used period, and third-party costs already incurred are not refundable unless required by law;
• if the annual plan was purchased through a reseller, marketplace, or third-party payment intermediary, that third party’s refund process may also apply.

4.1 Calculation method

When a partial refund is approved for an annual plan, we calculate the refundable amount by deducting the value of the used portion of the subscription from the amount paid for the annual plan, excluding discounts from the refundable value unless otherwise required by law. Any credits or refunds already granted for the same annual period are also deducted.

5. Enterprise agreements and custom contracts

If you purchase the Services under a separately negotiated enterprise agreement, master services agreement, order form, or reseller contract, the refund, credit, cancellation, and termination terms in that written agreement will prevail over this Refund Policy to the extent of any inconsistency.

6. Payment channels and original method of payment

Approved refunds are ordinarily made to the original payment method and in the original billing currency where reasonably possible. If this is not possible, we may use a reasonable alternative method or currency equivalent at the refund-date exchange rate.

We are not responsible for any bank charges, card network charges, foreign exchange effects, intermediary fees, or similar costs imposed by your payment provider or financial institution when processing a refund.

7. Non-refundable items

• amounts attributable to periods already used, except where mandatory law requires otherwise;
• professional services, onboarding, implementation, consulting, training, and other one-time service fees unless expressly stated otherwise in writing;
• fees for third-party products or services purchased separately from us or through integrations, marketplaces, or resellers;
• taxes, duties, and regulatory charges to the extent not recoverable by us from the relevant authority;
• amounts subject to chargebacks, fraud investigations, sanctions screening issues, or other payment disputes until the matter is resolved.

8. Abuse prevention and one-time goodwill limit

We may refuse a refund request where we reasonably believe that the request is abusive, fraudulent, repetitive, inconsistent with this Refund Policy, or made in connection with a violation of the Terms & Conditions. Except where required by law or expressly approved by us in writing, a customer account may receive only one goodwill refund in relation to substantially similar circumstances.

9. Chargebacks and payment disputes

Before initiating a chargeback or payment dispute with your bank or payment provider, please contact us first so that we can review the matter. If you initiate a chargeback in bad faith or contrary to this Refund Policy, we may suspend or terminate your access to the Services and recover our reasonable costs to the extent permitted by law.

10. Changes to this policy

We may update this Refund Policy from time to time. Any updated version will be posted on the Website and will apply to future purchases from the stated effective date, unless mandatory law requires a different approach.