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Refund & Cancellation Policy

Our Commitment to You

Welcome to ChatKYC. We serve a global community of users and aim to provide a transparent, fair, and straightforward policy for managing your subscription. This document explains how you can cancel your account and the circumstances under which you may be eligible for a refund. This policy is designed to be clear and fair for all our users, whether you are an individual consumer or a business, wherever you are in the world. 

1. Scope of This Policy

This policy applies to all paid subscription plans for the ChatKYC Platform, including our Basic, Professional, and Enterprise tiers, and covers both monthly and annual billing cycles.

Please note that for Enterprise Clients with a signed Master Service Agreement (MSA), the terms of the MSA will take precedence if they conflict with this policy.

2. Your Right to Cancel

You are free to cancel your subscription at any time.

How to Cancel:

  1. Log in to your ChatKYC account.

  2. Navigate to the "Account Settings" or "Billing" section.

  3. Follow the on-screen instructions to complete the cancellation.

Once you cancel, you will receive an email confirming the cancellation. Your access to the platform will continue until the end of your current paid billing period (monthly or annual), and you will not be charged again.

3. Our Refund Policy

We have a clear refund policy that provides a fair process for all users globally.

3.1. Your 14-Day Right to a Refund (Cooling-Off Period)

We offer a 14-day cooling-off period for all new subscriptions as a global standard for our users. [Rev.9 - rephrased for global audience]

  • Eligibility: If you cancel your new subscription within 14 calendar days of your initial purchase date, you are entitled to a full refund.

  • Upgrading Your Plan: This 14-day period also applies when you upgrade from a monthly to an annual subscription. You have 14 days from the date you pay for the upgrade to cancel and receive a full refund of the annual plan fee.

  • How to Request: To receive your refund, please cancel your subscription via your account settings and then contact our support team at info@chatkyc.ai with your request.

3.2. Refunds for Monthly Subscriptions

Fees for monthly subscriptions are non-refundable after the initial 14-day cooling-off period. When you cancel a monthly plan, you are stopping all future payments, but you will not receive a refund for the current month's fee.

3.3. Refunds for Annual Subscriptions

Fees for annual subscriptions are non-refundable after the initial 14-day cooling-off period has passed.

3.4. Refunds for Service Issues

You may be eligible for a full or partial refund if the ChatKYC service has critical defects or is not provided with reasonable care and skill, resulting in a major, sustained service failure. [Rev.10 - rephrased for global audience]

This includes:

  • Significant, continuous periods where the platform is unavailable due to failures within our direct control.

  • Critical features not working as described.

This does not cover brief outages, scheduled maintenance, or issues with third-party services outside of our reasonable control.

3.5. When Refunds Are Not Issued

We do not provide refunds for:

  • Forgetting to cancel a subscription before the renewal date.

  • Partial months or any unused time remaining on a subscription after cancellation.

  • Additional token purchases, which are non-refundable.

  • Accounts that are suspended or terminated for violating our Acceptable Use Policy.

4. How to Request a Refund

  1. Contact Support: Please email our team at info@chatkyc.ai from the email address associated with your account.

  2. Provide Details: In your email, please include the date and amount of the charge you are querying and a detailed explanation of why you are requesting a refund. For service issues, please provide any supporting information you have (like screenshots).

  3. Our Process: We will acknowledge your request within one (1) business day. Our team will review your request, investigate the issue, and inform you of our decision in writing within ten (10) business days.

  4. Processing: If your refund is approved, it will be processed back to your original payment method within 5-10 business days.

5. Changes to This Policy

We may update this policy from time to time to reflect changes in our service or for legal reasons. We will post any changes on this page and, if the changes are significant, we will provide a more prominent notice (such as an email notification).

6. Governing Law and Your Local Rights 

This policy and your subscription are governed by the laws of England and Wales.

As a global service, we recognise that you may have mandatory consumer protection rights under the laws of your local country. Nothing in this policy is intended to override any such rights that cannot be waived. We are committed to upholding a high standard of fairness and will honour all applicable local laws.