Refund Policy

Introduction

Thank you for choosing IncrediChat for your AI-powered chat widget needs. This Refund Policy explains when and how you can request a refund for our services.

This policy should be read together with our Terms of Service. In the event of any conflict, the Terms of Service shall prevail except where this policy provides greater consumer protection required by applicable law.

Global Refund Policy

As a baseline rule (subject to country-specific rules below), refunds are available only if you meet both of the following conditions:

• You have sent less than 20 messages through your chat widget(s), AND
• Your request is made within 3 days from the date of your first purchase

Why these conditions? Each chat interaction generates real costs including AI model API fees, server processing, and infrastructure costs. Once more than 20 messages are sent, or the 3-day period has passed, the service is considered consumed and the associated costs have been incurred.

Country-Specific Rules

Depending on your location, you may have additional rights under local consumer protection laws. The following rules apply in addition to (or instead of) the Global Refund Policy where they provide greater protection:

European Union / EEA / Switzerland / United Kingdom

If you are a consumer located in the EU, EEA, UK, or Switzerland, you have a statutory 14-day right of withdrawal from contracts for purchases of digital services under the Consumer Rights Directive.

If you provided consent: If you exercise your withdrawal right within 14 days from the date of first purchase and less than 20 messages have been sent, we will issue a full refund.

How to withdraw: To exercise your right of withdrawal, you must inform us of your decision by a clear statement (e.g., email to support@incredichat.com). Sending your notice before the withdrawal period expires is sufficient to meet the deadline.

Model Withdrawal Form: You may use the following text: "I hereby give notice that I withdraw from my contract for the provision of IncrediChat services. Ordered on [date], Name, Email address, Account email (if different)."

United States

Refunds may be requested within 3 calendar days of first purchase if you have sent less than 20 messages. After this period, or after more than 20 messages, the service is considered consumed and non-refundable due to the server and AI model costs generated by each interaction.

Israel (ישראל)

If you are a consumer located in Israel, you have rights under the Israeli Consumer Protection Law, 5741-1981 (חוק הגנת הצרכן). For digital services:

• You may cancel your subscription within 14 days from the date of purchase, provided less than 20 messages have been sent through your chat widget(s).
• Refund requests must be submitted in writing (email is acceptable) to support@incredichat.com.
• Refunds will be processed within 14 days of receiving a valid cancellation request.

Nothing in this policy limits your statutory rights under Israeli consumer protection law.

Australia

If you are an Australian consumer, you have rights under the Australian Consumer Law. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract and obtain a refund for any unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time.

South Korea / Mexico / Taiwan / Brazil / China

Refunds may be requested within 7 calendar days of first purchase if you have sent less than 20 messages. After this period, the service is non-refundable.

To exercise the right to cancel in the 7-day cancellation period, you must inform us of your decision to cancel the subscription by making a clear statement to us of such decision before the cancellation period has expired.

Other Countries

In countries where mandatory consumer protection laws provide additional rights, those laws will apply. If no such exception exists, the Global Refund Policy applies.

The user's country as recorded in our system or the billing address on the invoice determines which refund policy applies.

Free Trial

We offer a 14-day free trial for new users. No credit card is required to start your trial, which means no payment is taken during the trial period.

Since no payment is collected during the free trial, refunds do not apply to trial accounts. At the end of the trial period, you will need to subscribe to a paid plan to continue using the service. If you do not subscribe, your account will be downgraded and eventually deactivated.

The free trial is designed to give you ample opportunity to evaluate whether IncrediChat meets your needs before making any financial commitment.

Subscription Cancellation

You may cancel your subscription at any time through your account dashboard at my.incredichat.com. Upon cancellation:

• Your subscription will remain active until the end of the current billing period
• You will continue to have full access to all features until the billing period ends
• You will not be charged for the next billing cycle
• No prorated refunds are provided for the remaining time in your current billing period

Automatic Renewal: Subscriptions automatically renew at the end of each billing period unless you cancel before the renewal date. We will send you a reminder email at least 7 days before your renewal date. You will be charged the then-current subscription rate upon renewal.

Non-Refundable Cases

Subject to your statutory rights, refunds will not be issued in the following circumstances:

• More than 20 messages have been sent through your chat widget(s), as the service is considered consumed due to server and AI model costs
• The refund request is submitted after the applicable refund period (3 days globally, or the country-specific period)
• The subscription period has already expired
• Your account was terminated for violation of our Terms of Service
• Any add-on packages, extra credits, or one-time purchases that have been used or consumed
• Downgrade from a higher tier to a lower tier mid-billing cycle

Technical Issues

If you experience persistent technical difficulties that are solely attributable to our platform (and not to user-side factors such as device compatibility, internet connectivity, browser issues, or outdated software), you may be eligible for a refund regardless of the message count.

To qualify for a technical issue refund:

• You must have reported the issue to our support team and allowed reasonable time for resolution
• The issue must be documented (screenshots, error logs, support ticket numbers)
• Our support team must confirm that the issue is on our end and cannot be resolved

In such cases, we may offer a full or partial refund, service credits, or an extended subscription period, at our reasonable discretion.

Chargebacks and Disputes

If you initiate a chargeback or payment dispute with your bank or payment provider, we reserve the right to:

• Immediately suspend or terminate your account
• Dispute the chargeback by providing evidence that the charge was authorized and the service was delivered
• Recover any costs associated with the chargeback process

How to Request a Refund

To request a refund, please follow these steps:

1. Send an email to support@incredichat.com with the subject line "Refund Request"
2. Include your account email address
3. Provide the reason for your refund request
4. Include your order/invoice number if available
5. If applicable, specify your country of residence (for country-specific refund rights)

What happens next: Our support team will review your request within 2 business days and respond with a decision. If approved, the refund will be processed as described in the "Refund Processing" section below.

Our records (including message count and purchase date) shall be used to determine refund eligibility.

Refund Processing

Once a refund is approved:

• Processing Time: Refunds are typically processed within 5-10 business days
• Refund Method: Refunds will be issued to the original payment method used for the purchase
• Bank Processing: Depending on your bank or payment provider, it may take an additional 5-10 business days for the refund to appear in your account
• Currency: Refunds will be issued in the original currency of the transaction. Currency conversion fees charged by your bank are not refundable

For EU consumers: We will process refunds within 14 days of receiving your withdrawal notice, as required by the Consumer Rights Directive.

Your Statutory Rights

If you believe you are entitled to a refund under applicable consumer protection law that is not covered by this policy, please contact us at support@incredichat.com and explain your situation. We will review your request in light of applicable law.

Policy Updates

We reserve the right to update this Refund Policy at any time to reflect changes in our services, applicable laws, or business practices.

Important:

• Changes will apply only to future purchases or renewals, not to existing subscriptions or pending refund requests
• The version of this policy in effect at the time of your purchase will govern your refund rights for that purchase
• We recommend saving a copy of this policy at the time of purchase for your records

If you do not agree with updated terms, you may cancel your subscription before your next renewal.