SupportChat is committed to providing fair and transparent refund and cancellation policies. We understand that business needs may change, and we strive to accommodate our customers while maintaining the sustainability of our services.
This policy outlines the terms and conditions governing refunds, cancellations, and subscription modifications for all SupportChat services. Payment obligations are generally non-cancellable, and fees are non-refundable except as explicitly stated in this policy or required by applicable law.
By purchasing our services, you acknowledge and agree to the terms set forth in this Refunds & Cancellation Policy. This policy should be read in conjunction with our Terms of Service and Privacy Policy.
We believe that a clear, honest refund policy builds long-term trust. This document is designed to give you a complete picture of your rights and obligations as a SupportChat customer — from your first free trial day through the full lifecycle of a paid subscription, including any changes, upgrades, or cancellations you may choose to make along the way.
Our goal is to make every interaction with our billing team straightforward and respectful. We do not use confusing language to hide limitations — everything here is written in plain terms so you can make informed decisions about your subscription.
Scope of this Policy: This policy applies to all individual, team, and enterprise subscriptions purchased directly through SupportChat. If you purchased SupportChat through a third-party reseller or marketplace (e.g., an app store or a partner channel), the refund and cancellation terms of that third party may apply instead. Please consult the platform through which you made your purchase in those cases.
Definitions used in this document:
Right to Cancel: Customers may cancel their subscription at any time through their account settings or by contacting our billing team. You have full control over your subscription and can choose not to renew when your current billing period expires.
Cancellation Process:
Service Continuity: When you cancel a paid subscription, your account will remain active until the end of your current billing period. After cancellation, your account will automatically be downgraded to our free version with reduced features and functionality.
Data Retention: Upon cancellation, your data will be retained according to our data retention policy. If you delete your workspace entirely, access to the free version will be revoked and data will be deleted within 30 days.
Immediate vs. Scheduled Cancellation: By default, cancellation is scheduled — meaning your subscription ends at the close of the current billing period. If you require immediate termination for any reason, please contact our support team. Note that immediate cancellations do not automatically trigger a refund; eligibility is assessed under the criteria in Section 3 of this policy.
Cancellation Confirmation: When you successfully cancel your subscription, you will receive a confirmation email detailing the effective date of cancellation, a summary of any remaining access period, and instructions for re-subscribing if you change your mind in the future. We recommend keeping this email for your records.
Team & Multi-Seat Cancellations: If you are the account owner of a team plan, cancelling your subscription will affect all seats and users associated with your workspace. All team members will lose access to paid features simultaneously at the end of the billing period. We encourage account owners to notify their team members before initiating cancellation.
Impact on Integrations & Connected Services: Cancellation may affect third-party integrations, automated workflows, and API access that depend on your active subscription tier. We recommend reviewing your integrations and exporting any critical data before your subscription expires.
Refunds are generally not provided except in the following circumstances:
Service Breach by SupportChat: If we materially breach our service agreement and fail to remedy the breach within 30 days of written notice, customers may be eligible for a pro-rated refund of unused, prepaid fees for the remainder of the current subscription period.
Technical Issues: In cases of extended service outages or technical problems that prevent normal use of our services for more than 72 consecutive hours, customers may be eligible for service credits or partial refunds at our discretion.
Billing Errors: If you believe you have been incorrectly billed, you must contact us within 60 days from the first billing statement showing the error. We will review the dispute and provide a written decision with supporting evidence.
Duplicate Charges: If your payment method was charged more than once for the same subscription period due to a technical error on our side, we will refund the duplicate charge in full. Please contact our billing team with your account email and transaction IDs so we can verify and process the refund promptly.
Unauthorized Charges: If you believe a charge was made to your account without authorization, please contact us immediately. We take unauthorized charges seriously and will investigate promptly. You should also contact your bank or card issuer as they may have additional fraud protections available to you.
Refunds are NOT provided for:
Assessment & Discretion: All refund requests are evaluated individually. SupportChat reserves the right to apply its discretion in exceptional cases where the strict application of this policy would result in a clearly unfair outcome. Such discretionary decisions do not create a precedent or obligation to provide refunds in similar future circumstances.
SupportChat may offer free trial periods for certain subscription plans. Free trials are designed to give you a genuine opportunity to experience the full capabilities of our platform before committing to a paid plan. The following terms apply to all free trial offers:
Trial Duration: Free trials are offered for the period specified at the time of sign-up (typically 7 or 14 days). The exact duration will be clearly communicated during the registration process. Trial periods begin on the date you activate the trial, not the date you first use a specific feature.
No Charge During Trial: You will not be charged during the free trial period. However, to activate a trial, you may be required to provide valid payment information. This is used to verify your identity and to enable seamless transition to a paid plan if you choose to continue after the trial. Your payment method will not be charged until the trial period ends.
Conversion to Paid Plan: At the end of your free trial, your subscription will automatically convert to the paid plan you selected at sign-up unless you cancel before the trial expires. To avoid being charged, you must cancel your subscription before the trial period ends. Cancellation instructions can be found in your account dashboard under Billing Settings.
Trial Limitations: Some features or usage limits may be different during a trial period compared to a fully paid plan. Any restrictions applicable during your trial will be clearly communicated in the feature comparison table on our pricing page.
One Trial Per Customer: Free trials are intended for first-time users of SupportChat and are limited to one trial per person, organization, or payment method. We reserve the right to deny or revoke trial access if we determine that a user is attempting to circumvent this limitation through multiple accounts or other means.
Trial Refunds: Since no payment is collected during a free trial, refund requests for the trial period itself are not applicable. If you are charged at the end of a trial due to a failure to cancel in time, this will be treated as a standard subscription charge and evaluated under the general refund eligibility criteria in Section 3.
SupportChat offers both monthly and annual subscription options. Each comes with different pricing, commitment levels, and refund considerations. Understanding these differences before you subscribe helps you make the right choice for your needs.
Monthly Subscriptions: Monthly plans are billed once per calendar month. They offer maximum flexibility — you can cancel at any time and your access continues through the end of your paid month. Monthly plans typically carry a higher per-month price compared to annual plans. Refunds for monthly plans are not issued for unused time within the current billing period unless a qualifying exception applies (see Section 3).
Annual Subscriptions: Annual plans are billed once per year and offer a discounted rate compared to paying month-by-month. By subscribing to an annual plan, you commit to twelve months of service and receive the benefit of reduced pricing in return. Annual subscriptions are non-refundable after the initial setup, except under the conditions described in Section 3. If you cancel an annual plan, you will retain access to paid features through the end of your 12-month period.
Switching Between Plans: You may switch from a monthly to an annual plan at any time. When switching, the remaining value of your current monthly billing period will be calculated and applied as a credit toward your annual plan. Switching from an annual to a monthly plan is treated as a downgrade and will take effect at the end of your current annual period — no partial refund of the annual fee is issued.
Annual Plan Renewal: Annual subscriptions renew automatically 12 months from the date of original purchase. You will receive a renewal reminder via email at least 30 days before your renewal date, giving you ample time to review your plan, make changes, or cancel before being charged for another year.
Annual Plan Mid-Year Cancellation: If you cancel an annual subscription mid-year, you will not receive a refund for the remaining months unless you qualify under the service breach or billing error provisions. Your access will continue through the end of the annual period. We strongly recommend reviewing your needs before committing to an annual plan if long-term use is uncertain.
We understand that your business needs can evolve. SupportChat provides flexible options to change your subscription plan at any time. The financial treatment of plan changes depends on the direction of the change and the timing within your billing cycle.
Upgrading to a Higher Plan: You may upgrade your subscription at any time from your account dashboard. Upgrades take effect immediately upon confirmation. When you upgrade mid-cycle, you will be charged a pro-rated amount for the remainder of your current billing period at the new, higher rate. The difference between your old plan's cost and your new plan's cost is calculated based on the number of days remaining in your billing cycle. You will not be charged a full new period — only the incremental difference.
Downgrading to a Lower Plan: Downgrades are applied at the end of your current billing period, not immediately. This means you retain full access to your current plan's features until the billing period expires, at which point your account transitions to the lower-tier plan. No refund is issued for the difference in plan pricing when downgrading. This policy ensures you always receive the full value of what you have already paid for.
Adding Seats or Users: For team and business plans, adding additional seats is billed on a pro-rated basis for the remainder of the current billing period. Removing seats is effective at the end of the billing period, and no credit or refund is issued for removed seats within a current billing cycle.
Feature Add-Ons: Some features may be available as optional add-ons to your base plan. Add-on charges are billed on the same cycle as your base subscription. Add-ons are non-refundable once activated for the current billing period, but you may deactivate them before your next renewal to avoid future charges.
Plan Change Confirmation: All plan changes — whether upgrades, downgrades, or seat adjustments — will generate a confirmation email detailing the change, the effective date, and any associated charges or credits. Please review this confirmation carefully and contact our billing team within 48 hours if you believe there is any error.
Non-Cancellable Obligations: Payment obligations are non-cancellable once you have authorized recurring charges or completed a purchase. Fees are charged in advance for the selected billing period.
Automatic Renewals: Subscriptions automatically renew at the end of each billing period unless cancelled before the renewal date. You will be charged using your selected payment method without further authorization.
Failed Payments: If payment fails, we may attempt to charge your payment method multiple times. Continued failure to pay may result in service suspension until outstanding amounts are settled.
Price Changes: We reserve the right to modify subscription fees or introduce new charges. Existing customers will be notified at least 30 days before price changes take effect. You may choose not to renew your subscription if you disagree with revised pricing.
Accepted Payment Methods: SupportChat accepts major credit and debit cards (Visa, Mastercard, American Express, Discover) as well as other payment methods that may be available in your region. Available payment options are displayed at checkout. All transactions are processed securely through our PCI-compliant payment processor.
Invoices & Receipts: An invoice is automatically generated for every successful charge and sent to the account owner's registered email address. Invoices are also available for download at any time from your account's billing section. For businesses requiring customized invoices with specific tax identifiers or company details, please contact our billing team.
Billing Cycle Start Date: Your billing cycle begins on the date your paid subscription is activated. For example, if you start a monthly subscription on the 15th of a month, your account will renew on the 15th of each subsequent month. Annual subscriptions renew on the same calendar date each year.
Outstanding Balances: Any amounts that remain unpaid after the due date may accrue late fees or interest as permitted by applicable law. SupportChat reserves the right to suspend or terminate service for accounts with outstanding balances. Reactivation after suspension for non-payment requires full settlement of all outstanding amounts.
Payment Security: We do not store your full card number or CVV code on our servers. All payment information is encrypted and handled exclusively by our payment processor, which complies with PCI-DSS Level 1 standards — the highest level of security certification for payment card data.
SupportChat offers customized plans for enterprise customers, large organizations, and businesses with specific requirements. These plans may include custom pricing, dedicated support, enhanced SLAs, and tailored contractual terms. The following refund and cancellation considerations apply to enterprise and custom arrangements:
Custom Contracts: Enterprise agreements are governed primarily by the Master Service Agreement (MSA) or Order Form executed between SupportChat and the enterprise customer. In the event of any conflict between the MSA and this Refunds & Cancellation Policy, the terms of the signed MSA shall prevail.
Minimum Commitment Periods: Enterprise plans often include a minimum commitment period (e.g., 12 or 24 months) during which the agreement cannot be cancelled without financial consequence. Early termination fees may apply if an enterprise agreement is terminated before the minimum commitment period expires. These fees and terms will be clearly specified in your Order Form.
Seat-Based Pricing & True-Ups: Enterprise plans priced on a per-seat basis may include periodic true-up provisions, where actual usage is compared to contracted seat counts and any excess is billed accordingly. True-up charges are non-refundable once invoiced.
Volume Discounts: Discounts applied to enterprise plans are contingent on maintaining the agreed usage volume and contract terms. If usage drops significantly below committed levels, SupportChat reserves the right to adjust pricing at the next renewal to reflect actual usage patterns.
Dedicated Success Manager: Enterprise customers assigned a dedicated Customer Success Manager (CSM) should direct all billing, refund, and cancellation inquiries through their CSM as the first point of contact. The CSM will coordinate with the billing team to resolve matters efficiently.
SLA Credits for Enterprise: Enterprise agreements may include enhanced Service Level Agreements with specific uptime guarantees. SLA credits for enterprise customers are calculated and applied according to the terms of the individual MSA. Standard SLA credit provisions in Section 12 of this policy serve as a baseline where the MSA does not specify otherwise.
SupportChat serves customers across the globe. We are committed to transparent billing practices regardless of your location. The following provisions cover currency, tax handling, and considerations for international customers.
Billing Currency: All subscriptions are billed in US Dollars (USD) by default unless a different currency is explicitly offered and selected during checkout. If your bank or card is denominated in another currency, your financial institution will apply its exchange rate and may charge a foreign transaction fee. SupportChat is not responsible for exchange rate fluctuations or foreign transaction fees imposed by your bank.
Taxes & VAT: Prices displayed on our pricing page may or may not include applicable taxes depending on your jurisdiction and account configuration. For customers in regions where Value Added Tax (VAT), Goods and Services Tax (GST), or similar consumption taxes apply, the applicable tax will be calculated and displayed at checkout based on your billing address. You are responsible for providing accurate billing address information to ensure correct tax calculation.
VAT Exemptions for Businesses: If your organization is VAT-registered and eligible for a tax exemption, you may provide your VAT registration number in your billing settings. Once verified, future invoices will reflect the appropriate tax treatment. Retroactive tax adjustments for past invoices may be available upon request but are subject to the limitations of applicable tax law and our payment processor's capabilities.
Tax Receipts: Invoices generated by SupportChat include information required for standard tax documentation purposes. If you require additional documentation (e.g., a specific format required by your country's tax authority), please contact our billing team and we will do our best to accommodate your request within the constraints of our billing systems.
International Refunds: Refunds issued to international customers are processed in the same currency as the original charge (USD). The refunded amount converted back to your local currency may differ from the original local-currency amount due to exchange rate changes between the time of payment and the time of refund. SupportChat is not responsible for any currency conversion differences on refunds.
Sanctioned Regions: Payments from individuals or entities located in countries subject to international sanctions may be declined. In such cases, any collected fees will be subject to applicable law regarding funds associated with sanctioned parties. If you believe your payment was declined in error, please contact our billing team for assistance.
Review Process: All refund requests are subject to review and approval. We will evaluate each request based on the circumstances and the terms outlined in this policy.
Processing Time: Approved refunds will be processed within 10-15 business days and credited back to the original payment method used for the transaction.
Refund Method: Refunds will be issued using the same payment method used for the original purchase. In cases where this is not possible, alternative arrangements will be made.
Partial Refunds: When applicable, refunds will be calculated on a pro-rated basis for the unused portion of the current subscription period.
How to Submit a Refund Request: To initiate a refund request, email our billing team at [email protected] with the subject line "Refund Request — [Your Account Email]". Please include your account email address, the transaction ID or invoice number found in your billing history, a clear description of the reason for your request, and any supporting documentation. The more detail you provide upfront, the faster we can process your request.
Acknowledgement of Receipt: Once we receive your refund request, you will receive an acknowledgement email within 1 business day confirming that your request has been received and assigned to our billing team for review. This acknowledgement does not constitute approval of your refund.
Decision Notification: You will be notified of our decision by email. If your refund is approved, the email will include the refund amount, the payment method to which it will be credited, and the estimated date by which the credit should appear on your statement. If your request is denied, we will explain the reason and reference the applicable policy provision.
Bank Processing Times: After we initiate a refund, your bank or card issuer may take additional time to process the credit. Bank processing typically takes 5–10 business days for credit cards and up to 15 business days for debit cards or bank transfers. If you do not see the refund after 15 business days from our notification, please contact your bank first, and then reach out to us if the issue is not resolved.
Refund Status Tracking: You may check the status of a submitted refund request by replying to your acknowledgement email or by logging into your account dashboard and visiting the Billing section. We are committed to providing transparency throughout the process.
SupportChat is committed to maintaining a high level of service availability. We publish our current uptime performance on our Status Page. When we fall short of our availability commitments, service credits may be issued as described below.
Standard Uptime Target: For standard paid subscriptions, SupportChat targets a monthly uptime of 99.5% or greater, calculated as the total minutes in a calendar month minus downtime minutes, divided by total minutes in the month, expressed as a percentage. Scheduled maintenance windows, which are announced at least 24 hours in advance, are excluded from downtime calculations.
What Counts as Downtime: Downtime is defined as a period during which the core SupportChat application is unavailable or non-functional for all users in a given region due to issues within our control. Partial degradation of individual features, performance slowdowns, or issues caused by third-party integrations do not constitute downtime for SLA purposes unless the core application becomes inaccessible.
Credit Calculation: If monthly uptime falls below 99.5%, eligible customers may request a service credit according to the following schedule:
Credit Eligibility Requirements: To be eligible for a service credit, you must (a) be on a paid subscription plan at the time of the downtime event, (b) submit your credit request within 30 days of the end of the affected month, and (c) not have outstanding unpaid invoices on your account. Credits are applied to future invoices and are not redeemable for cash.
Maximum Credit Cap: The total service credits issued to any single account in any given calendar month shall not exceed 50% of that account's monthly subscription fee, regardless of the number or severity of incidents in that month.
Extended Outage Protocol: In the event of an outage exceeding 72 consecutive hours, the situation will be escalated internally and communicated directly to affected customers. Our executive team will review the incident and may authorize additional compensation beyond the standard SLA credit schedule based on the nature and impact of the outage.
Force Majeure Exclusions: Uptime SLA commitments do not apply to outages caused by circumstances beyond our reasonable control, including but not limited to natural disasters, government orders, internet infrastructure failures, or cyberattacks of extraordinary scale. See Section 17 for our Force Majeure policy.
From time to time, SupportChat may issue account credits, promotional vouchers, or gift codes. These carry their own terms and are subject to the following provisions:
Account Credits: Account credits are monetary amounts applied to your SupportChat account that can be used to pay for future subscription charges. Credits are automatically applied to your next invoice before any payment method is charged. Credits have no cash value and cannot be transferred to another account, refunded, or withdrawn.
Credit Expiration: Account credits issued as SLA compensation or goodwill gestures expire 12 months from the date of issuance unless otherwise specified. Promotional credits issued as part of a specific marketing campaign may have shorter expiration periods, which will be communicated at the time of issuance.
Promotional Vouchers & Discount Codes: Promotional voucher codes may be applied at checkout to receive a discount on your first payment or a limited number of payments. Voucher codes cannot be combined with other promotional offers unless explicitly stated. If a voucher code is applied to a subscription that is subsequently cancelled and refunded, the refund amount will be calculated based on the actual amount charged (after the discount), not the full list price.
Referral Credits: If SupportChat operates a referral program, credits earned through successful referrals will be added to your account automatically when the referred customer completes their first paid billing cycle. Referral credits are subject to the same non-cash, non-transferable terms as other account credits. Fraudulent referral activity will result in credit reversal and may result in account suspension.
Credit Upon Cancellation: If you cancel your subscription and have an account credit balance remaining, that balance will be preserved for 90 days in case you decide to resubscribe. After 90 days of inactivity, any remaining credit balance is forfeited.
Gift Cards: If SupportChat offers gift cards, they are redeemable for account credits only and are not redeemable for cash or transferable to bank accounts. Lost or stolen gift cards cannot be replaced. Gift card purchases are final and non-refundable.
A chargeback occurs when a cardholder disputes a charge directly with their bank or card issuer, resulting in a forced reversal of the transaction. While we understand that chargebacks are a consumer protection tool, we ask that you contact us first before initiating a chargeback, as we can often resolve billing concerns more quickly and efficiently through direct communication.
Our Preference for Direct Resolution: We strongly encourage you to reach out to our billing team at [email protected] before disputing a charge with your bank. In most cases, we can resolve the issue within 2–3 business days — far faster than the chargeback process, which can take weeks and creates administrative burden on both sides.
Consequences of Chargebacks: If you file a chargeback without first contacting us, we reserve the right to suspend or terminate your account immediately upon receipt of the chargeback notification. If the chargeback is found to be invalid by the card network (i.e., the charge was legitimate), your account will remain suspended until the chargeback is reversed and any associated fees are paid.
Chargeback Fees: When a chargeback is filed, our payment processor charges us a dispute fee regardless of the outcome. If a chargeback is found to be invalid or fraudulent, we may pass these fees on to the account holder. The current dispute fee amount will be communicated at the time of the chargeback event.
Fraudulent Chargebacks: Filing a chargeback as a method to obtain a refund for a legitimate charge (commonly called "friendly fraud") is a violation of our Terms of Service and may result in permanent account termination. We maintain detailed records of all transactions and will present this evidence to the card network during any dispute investigation.
Responding to Chargebacks: We respond to every chargeback with comprehensive documentation, including subscription records, login activity, usage data, and communication history. We cooperate fully with card networks during dispute investigations.
Billing Dispute Process: If you believe you have been incorrectly charged, please contact our billing team within 60 days of the disputed charge. Include detailed information about the concern and any supporting documentation.
Investigation & Response: We will investigate all billing disputes thoroughly and provide a written decision within 10 business days, including evidence supporting our determination.
Resolution Options:
Escalation Path: If you are dissatisfied with the outcome of our internal dispute review, you have the following escalation options:
Good Faith Requirement: Both parties agree to act in good faith during the dispute resolution process. Customers are expected to provide accurate information and documentation. SupportChat commits to a thorough and impartial review of all disputes, regardless of the amount in question.
Record Keeping: We retain transaction records, usage logs, and communication histories for a minimum of 7 years to support dispute resolution processes and compliance requirements. These records serve as the basis for our dispute investigations.
Termination by Customer: Customers may terminate their account at any time. Upon termination, access to paid features will cease at the end of the current billing period, but no refunds will be provided for the remaining subscription time.
Termination by SupportChat: We may terminate accounts for violations of our Terms of Service. In such cases, no refunds will be provided, and customers remain liable for any outstanding fees through the termination date.
Data Handling Upon Termination: Upon account termination, customer data will be handled according to our data retention policy. Customers may request data export before termination.
Termination for Cause: SupportChat may terminate your account with immediate effect and without prior notice if you engage in any of the following: (a) fraudulent activity, including unauthorized use of payment methods; (b) systematic abuse of our systems or infrastructure; (c) harassment of SupportChat staff or other users; (d) use of the platform for illegal activities; or (e) repeated violation of our Terms of Service after prior warnings. In such cases, no refund will be issued and any outstanding balance remains due.
Termination for Non-Payment: If your subscription payment fails repeatedly and is not resolved within 14 days of our first notification, we reserve the right to suspend your account. If payment remains outstanding after 30 days, we may terminate the account entirely. You will be given reasonable opportunity to update your payment method before termination occurs.
Notice Before Termination: Except in cases of termination for cause, SupportChat will provide at least 14 days' advance written notice before terminating an account involuntarily. This notice will include the reason for the proposed termination and an opportunity to remedy the issue if one exists.
Surviving Obligations: Termination of your account does not release you from obligations that arose before the termination date, including payment of any fees owed. Provisions of our Terms of Service that are intended to survive termination — including those relating to intellectual property, limitation of liability, and dispute resolution — will remain in effect.
Changed your mind after cancelling? We welcome customers back and have made the reactivation process as simple as possible.
Reactivation After Voluntary Cancellation: If you cancelled your subscription and wish to reactivate it, you may do so by logging into your account and selecting a new plan from the billing settings. If your account has been downgraded to the free tier, you can upgrade at any time. There is no penalty for reactivating after a cancellation, and all your previously stored data will be restored, subject to the data retention period described in our Privacy Policy.
Data Availability After Cancellation: Your workspace data is retained for 90 days after the expiration of your paid subscription. If you reactivate within this 90-day window, all data will be fully accessible and no restoration process is needed. If you reactivate after this window, some or all data may no longer be available, depending on our data retention schedule at the time of reactivation.
Reactivation After Suspension for Non-Payment: To reactivate an account that was suspended due to non-payment, you must update your payment method in your billing settings and pay any outstanding balance in full. Once payment is confirmed, your account will be reactivated automatically. A small reactivation processing fee may apply in cases of extended suspension; this will be communicated to you before you complete payment.
Reactivation After Termination for Cause: Accounts terminated due to Terms of Service violations are generally not eligible for reactivation. If you believe your account was terminated in error, please contact our support team with a detailed explanation. Each case is reviewed individually, but reinstatement is at the sole discretion of SupportChat.
New Subscription Terms: When you reactivate your account, you will be subscribing under the current pricing and plan terms in effect at the time of reactivation. Legacy pricing or plan configurations from your previous subscription are generally not preserved unless specifically offered as part of a retention or win-back promotion.
SupportChat believes in data portability and your right to access and retrieve your data. We provide tools to export your information before, during, or after your subscription — giving you full control of your content at all times.
Available Export Formats: Depending on the type of data, exports may be available in CSV, JSON, PDF, or other standard formats. The specific formats available for each data type are documented in our Help Center. We are committed to ensuring your exports are complete, accurate, and in a machine-readable format where applicable.
How to Export Your Data: Data export tools are accessible from your account dashboard under Settings > Data & Privacy > Export Data. You can export your data at any time while your account is active. For large workspaces, export generation may take up to 24 hours, after which you will receive a download link via email.
Export Before Cancellation: We strongly recommend exporting all critical data before cancelling your subscription or closing your account. Once your account enters the post-cancellation retention period and ultimately expires, data recovery may not be possible. SupportChat is not responsible for data loss that occurs because a customer did not export their data before account closure.
GDPR & Data Portability Rights: If you are a resident of the European Economic Area (EEA), the United Kingdom, or another jurisdiction with data portability rights, you have the right to receive your personal data in a structured, commonly used, machine-readable format. Submit a formal data portability request by contacting us at [email protected] with the subject line "Data Portability Request." We will respond within 30 days.
Data Deletion After Account Closure: After the data retention period expires (up to 90 days post-cancellation or closure), your data will be permanently deleted from our active systems. Deleted data may remain in backup systems for up to an additional 90 days before being fully purged. If you require expedited deletion, please contact us and we will process your request under applicable data protection law.
If your SupportChat plan includes API access or is metered by usage (e.g., number of messages, API calls, or active users), the following terms govern how usage is measured and billed:
Usage Limits by Plan: Each subscription plan includes a defined monthly usage allowance. The specific limits for your plan are displayed in your account dashboard and on our pricing page. Usage resets at the start of each billing cycle. Unused quota does not roll over to the next period.
Overage Billing: If you exceed your plan's monthly usage limit, overage charges will apply at the per-unit rates specified on our pricing page. Overage charges are calculated at the end of each billing cycle and billed together with your next renewal invoice. You will receive an in-app notification and email alert when you reach 80% and 100% of your monthly usage limit.
Overage Refunds: Overage charges reflect actual usage of the SupportChat platform and are non-refundable once billed, except in cases of documented usage measurement errors on our side. If you believe your usage was incorrectly measured, contact our billing team with specific details within 30 days of the invoice date.
Usage Caps: To avoid unexpected overage charges, you may configure a usage cap in your billing settings. When a usage cap is enabled, API access or metered functionality will be automatically restricted when the limit is reached, preventing additional overage charges. Enabling a cap may result in service interruptions for your users; plan accordingly.
Rate Limits: API rate limits are applied to ensure fair usage and platform stability. Rate limits are not related to billing and do not result in charges. If you require higher rate limits than your current plan provides, consider upgrading to a plan with higher limits or contact our sales team to discuss custom API arrangements.
SupportChat respects and complies with applicable consumer protection laws across the jurisdictions in which we operate. This section highlights specific legal rights that may apply to you depending on your location.
European Union & UK Customers — Right of Withdrawal: If you are a consumer (not purchasing as a business) located in the European Union or the United Kingdom, you may have a statutory right of withdrawal of 14 days from the date of purchase. However, because SupportChat is a digital service that begins immediately upon activation, by starting to use the service you expressly waive your right of withdrawal. This waiver is disclosed at checkout and must be actively acknowledged before your purchase is completed. If service has not yet commenced, you retain the full 14-day withdrawal right.
Australian Customers: Australian Consumer Law provides certain guarantees that cannot be excluded. Nothing in this policy limits your rights under the Australian Consumer Law, including any guarantee of acceptable quality or fitness for purpose. Where a major failure occurs with a service, you may be entitled to a refund or other remedy under Australian law, regardless of the terms of this policy.
California Customers: California residents may have additional rights under the California Consumer Privacy Act (CCPA). For information about your privacy rights, please review our Privacy Policy. Additionally, under California Business & Professions Code Section 17602, subscription services must provide a simple cancellation mechanism — which we do via the account dashboard. You may also cancel by contacting our billing team at [email protected].
General Consumer Protection: Regardless of your location, SupportChat will not engage in deceptive billing practices, will not make it unreasonably difficult to cancel a subscription, and will not charge you for services you did not authorize. If you believe we have violated any applicable consumer protection law, please contact us and we will work to resolve the matter. You also have the right to contact your local consumer protection authority.
Accessibility of this Policy: This Refunds & Cancellation Policy is provided in plain language and is available at all times at supportchat.at/refunds. A link to this policy is included in every invoice and in our website footer. If you require this policy in an alternative format due to a disability or accessibility need, please contact us and we will accommodate your request.
Neither SupportChat nor you (the customer) shall be liable for delays or failures in performance resulting from circumstances beyond the reasonable control of the affected party. These circumstances, commonly referred to as "force majeure" events, include but are not limited to:
Notification Obligation: The party claiming a force majeure event must notify the other party as soon as reasonably practicable after becoming aware of the event. The notification should describe the nature of the event, the anticipated impact on service, and the expected duration.
Effect on Refund Obligations: If SupportChat is unable to provide service due to a force majeure event, SLA credits will not apply for the duration of the event. Refund obligations during force majeure events are assessed on a case-by-case basis, taking into account the duration of the disruption, the extent to which service was impacted, and the reasonable expectations of both parties.
Mitigation: SupportChat maintains comprehensive business continuity and disaster recovery plans designed to minimize the impact of extraordinary events on service delivery. We invest in geographically distributed infrastructure and regular backup procedures to reduce the risk of extended outages even in severe circumstances.
This Refunds & Cancellation Policy and all billing-related disputes shall be governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law provisions.
Jurisdiction for Disputes: Any legal action or proceeding relating to billing disputes that cannot be resolved through our internal dispute resolution process or mediation shall be brought exclusively in the state or federal courts located in Delaware. By using SupportChat services, you consent to personal jurisdiction in these courts.
Arbitration: To the maximum extent permitted by law, disputes arising from billing or refund matters may be subject to binding arbitration under the rules of the American Arbitration Association (AAA), rather than through court proceedings. Arbitration provides a faster, less formal resolution process. Details of the arbitration process are set forth in our Terms of Service.
Class Action Waiver: To the extent permitted by applicable law, all disputes shall be resolved on an individual basis. You agree not to bring or participate in any class action or class arbitration proceeding against SupportChat regarding billing or refund matters. This waiver does not apply where prohibited by law.
International Customers: While SupportChat is incorporated in the United States, we recognize that customers in other countries may have rights under their local laws that cannot be waived by contract. Nothing in this governing law provision limits any rights you have under the mandatory laws of your country of residence.
The questions below represent the most common billing and refund inquiries we receive. If your question is not answered here, please contact our billing team at [email protected].
Can I get a refund if I forget to cancel before my renewal?
Generally, renewal charges are non-refundable, as we send renewal reminder emails at least 30 days before the charge. However, if you contact us within 48 hours of the renewal charge and have not used the service since the renewal, we will review your case with goodwill and may offer a refund or credit at our discretion. This is a goodwill exception and does not create an ongoing obligation to grant such refunds in the future.
What happens to my data when I cancel?
Your data is retained for 90 days after cancellation in case you change your mind and wish to resubscribe. After this period, data is permanently deleted according to our data retention schedule. We strongly recommend exporting all important data before or immediately after cancellation.
Can I pause my subscription instead of cancelling?
At this time, SupportChat does not offer a formal "pause" feature for subscriptions. If you need to temporarily reduce costs, you may consider downgrading to a lower-tier plan or cancelling and resubscribing when ready. Contact our billing team to discuss your options — we are committed to finding a solution that works for your situation.
I was charged the wrong amount. What should I do?
Contact our billing team at [email protected] immediately with your account email and the transaction ID from your invoice. We will investigate and, if a billing error occurred, issue a correction within 10–15 business days. Please report billing errors within 60 days of the charge date.
Is there a money-back guarantee?
SupportChat does not offer a blanket money-back guarantee for all purchases. However, we do offer free trials so you can thoroughly evaluate the platform before committing to a paid plan. For cases where our service materially fails to meet its promises, refunds may be available under the terms in Section 3.
My payment failed — will I lose my data?
No. When a payment fails, we will attempt to charge your payment method again and notify you by email. Your account enters a brief grace period during which all data is preserved and service continues. If payment remains unresolved after 14 days, your account may be suspended but your data is still retained. You will not lose data simply because of a failed payment.
Can I transfer my subscription to another person or company?
Subscription transfers between individuals or organizations are handled on a case-by-case basis. If you need to transfer your subscription, please contact our billing team with details about the current and new account holder. Transfer requests are subject to review and may require new account registration by the receiving party.
What happens if SupportChat discontinues a feature I use?
We do our best to give customers ample notice before removing significant features — typically at least 90 days. If a feature central to your workflow is discontinued and no comparable alternative is provided, you may contact our billing team to discuss your options, including a plan adjustment or, in exceptional cases, early cancellation without penalty.
I am on an annual plan. Can I get a refund if I leave early?
Annual plans are billed for the full year upfront in exchange for a discounted rate. Mid-year refunds are not provided for annual plans unless you qualify under one of the eligible conditions in Section 3 (e.g., a service breach or billing error). If you are uncertain whether an annual plan is right for you, we recommend starting with a monthly plan to evaluate the service first.
How do I know my refund has been processed?
You will receive an email notification when a refund has been initiated from our side. After that, it typically takes 5–15 business days for the credit to appear on your card or bank statement, depending on your financial institution. You can also check the status in your account's billing history. If you do not see the credit after 15 business days, please contact your bank and then reach out to us if the issue persists.
Billing Support: For questions about billing, refunds, or subscription management, please contact our billing team:
Required Information for Refund Requests:
Our billing team is committed to addressing your concerns promptly and fairly while ensuring compliance with our refund policy and applicable laws.
General Support: For non-billing questions, product support, or technical issues, please visit our Help Center or contact our support team through the live chat widget available on our website. General support inquiries are handled separately from billing inquiries to ensure the fastest possible response for each type of request.
Business Hours: Our billing team operates during standard US business hours, Monday through Friday, excluding US public holidays. While we aim to acknowledge all emails within 1 business day, complex refund cases may require additional time for thorough review. We appreciate your patience and will keep you updated throughout the process.
Commitments to You: When you contact our billing team, you can expect: (a) a prompt acknowledgement of your inquiry; (b) a clear explanation of the applicable policy; (c) honest communication about what we can and cannot do; (d) a fair and impartial review of your case; and (e) timely execution of any approved actions. We do not use automated denials — every refund request is reviewed by a human member of our team.
We reserve the right to modify this Refunds & Cancellation Policy to reflect changes in our business practices, legal requirements, or service offerings. Any material changes will be communicated to customers at least 30 days in advance.
Notification Methods:
Continued use of our services after policy changes constitutes acceptance of the updated terms. If you disagree with changes, you may cancel your subscription before the changes take effect.
Version History: Each version of this policy will be archived and accessible upon request. If you would like to review a previous version of this policy, please contact us with the approximate date you would like to reference and we will provide the applicable version.
Material vs. Non-Material Changes: Not all updates to this policy are material. Minor edits — such as correcting typos, clarifying ambiguous language without changing intent, or updating contact information — may be made without prior notice. Material changes are those that meaningfully affect your rights or obligations as a customer, such as changes to refund eligibility criteria, billing cycle terms, or dispute resolution procedures. Only material changes trigger the 30-day advance notice requirement.
Policy Binding Date: For customers who join SupportChat after a policy update has been published, the current version of this policy is binding from the moment of subscription. For existing customers, updated terms become binding after the 30-day notice period (or immediately upon your continued use of the service, whichever occurs first).
Questions About This Policy: If you have any questions about this Refunds & Cancellation Policy — including what a particular provision means, how it applies to your situation, or how it interacts with our Terms of Service — please do not hesitate to contact our billing team at [email protected]. We believe in transparency and are happy to explain any aspect of our policies in plain language.
