Cancellation & Refund Policy (HelloChat)

Effective Date: January 15, 2026
Applies to: Paid subscriptions to HelloChat (monthly/annual)
Payments: Processed by Paddle (Merchant of Record)

1. Renewal and Billing

Subscriptions renew automatically (monthly or annually) unless you cancel before the renewal date shown in your account and/or invoice.

2. How to Cancel

You can cancel at any time via your account settings (if available) or by emailing support@gethellochat.com.

Canceling stops future renewals, and you typically retain access until the end of your current billing period unless otherwise stated at checkout.

3. 7-Day First-Time Purchase Guarantee (Full Refund)

If you are a first-time customer, you may request a full refund within 7 days of your initial charge only if there is no Material Usage of the Service.

Material Usage means any of the following occurs within the 7-day window:

• More than 5 conversations are processed through the Service, or
• More than 5 documents/knowledge items are uploaded or created in the Service, or
• The AI agent is enabled for real customer conversations (production use), or
• Paid-only features are used beyond evaluation purposes.

4. Partial Refunds (within 7 days)

If you request a refund within 7 days but your account shows some usage, we may offer a partial refund at our discretion, based on usage and costs incurred:

• No Material Usage: 100% refund
• Some usage but below Material Usage thresholds (≤5 conversations and ≤5 documents): partial refund may be offered
• Material Usage met or exceeded: refund may be denied

We will communicate the decision by email. Refunds are issued through Paddle and are subject to payment method processing times.

5. After the 7-Day Window

After 7 days from the initial purchase, subscription fees are generally non-refundable, except in cases of:

• Duplicate charges or billing errors
• Confirmed unauthorized transactions (subject to Paddle/payment rules)
• Prolonged service outage attributable to us where a refund/credit is reasonable
• Where applicable law requires a refund

6. Chargebacks and Disputes

If you initiate a chargeback without contacting us, we may suspend service access while the dispute is reviewed. Please contact support first so we can help.

7. Processing Time

If approved, refunds are typically initiated within 5–10 business days, but your bank/card issuer may take longer to reflect the refund.

8. Contact

To request a cancellation or refund, contact support@gethellochat.com and include your billing email and invoice/order number.