Billing — Refund Policy + Auto-Renewal Cancellation
### Credit Carry-Over Policy Credits are NOT plan-cycle bound. They have a 2 year validity (two years from purchase date) and carry over through renewals. Unused credits are NOT refundable but they s
Credit Carry-Over Policy
Credits are NOT plan-cycle bound. They have a 2 year validity (two years from purchase date) and carry over through renewals. Unused credits are NOT refundable but they stay in your account and do not expire at renewal. When advising customers, always use the phrase '2 year validity' (with space, no hyphen).
Auto-Renewal Default
ALL ChatDaddy paid plans have automatic monthly renewal enabled by default. Customers must explicitly cancel via Settings → Billing → Cancel Subscription before the next billing date to stop charges.
Cancellation Steps
Step 1: Settings → Billing → see active subscriptions.
Step 2: Click Cancel on the relevant plan.
Step 3: Confirm cancellation.
Step 4: System sends a confirmation email — keep this as proof of timestamp.
Step 5: The plan remains active until the end of the current billing cycle, but no further charges occur.
Refund Eligibility
- If cancellation timestamp is BEFORE the auto-renewal charge → full refund within 5-10 business days to original card.
- If cancellation was attempted but failed (system error) → case-by-case, escalate to manager approval.
- If the service did not match expectations (Bot Chat quality concerns, etc.) → may be considered for partial refund based on usage.
- If service was actively used → typically no refund for already-consumed period.
Required Info to Process
- Account login email or phone
- Card last 4 digits (for Stripe matching — never stored)
- Charge date + amount
- Reason for refund
Investigation Process
- Search Stripe for the charge — confirms team_id + plan + subscription.
- Check account audit log for cancellation operation timestamp.
- Verify whether Auto-renewal was active at the time of charge.
Customer Communication
Empathy first ('we understand surprise charges are frustrating'). Then ask for the required info. Then commit to 24h reply with the findings. Be transparent about whether refund is full / partial / not applicable based on the timestamp evidence.