This policy explains when you can cancel an order and get a refund for the AI Website Chatbot ("Chatbot") and AI Usage Credits ("Credits"). It forms part of our Terms & Conditions. It does not affect any rights you have under mandatory law in your country.
Summary
| Situation | Chatbot (EUR 50) | Credits |
|---|---|---|
| Not delivered, or not as described | Full refund or redelivery, your choice | Full refund of affected Credits |
| Faulty service | Fix, partial refund or full refund | Credits restored or refunded |
| Duplicate or incorrect charge | Full refund of the extra amount | Full refund of the extra amount |
| We change usage rates, or close your account without your fault | Not applicable | Full refund of unused Credits |
| Change of mind, at any time | No refund | No refund (used or unused) |
1. The Chatbot
1.1 The Chatbot is built to order for your business. Once you have paid, the EUR 50 is non-refundable and the order cannot be cancelled for change of mind, before or after delivery. This is shown at checkout before you pay.
1.2 This does not affect your rights in section 3 if we fail to deliver the Chatbot or it does not work as described.
2. Refunds of Credits
2.1 Credits are non-refundable. Once Credits are added to your account, they cannot be refunded, whether used or unused, including for change of mind. This is shown at checkout before you pay.
2.2 The only exceptions are where we are responsible. Unused Credits are refunded in full if: (a) we increase usage rates and you do not accept the change; (b) we close your account for a reason that is not your breach; or (c) we stop offering the service.
2.3 Credits that have been used are not refundable, except under section 3.
2.4 Credits that have expired are not refundable. We will email you 30 days before any Credits expire.
3. Faulty, missing or incorrect services
If the service is not delivered, is not as described, or does not work properly because of a fault on our side, tell us at support@jcloudbot.com. You may choose one of the following:
we provide or fix the service correctly at no cost;
a partial refund that reflects the part of the service not properly provided; or
a full refund.
We will also refund in full any duplicate payment or charge that was made in error.
4. When a refund may not apply
Unless the law requires otherwise, refunds are not available for:
change of mind, for the Chatbot or for Credits (used or unused), as described in sections 1.1 and 2.1;
problems caused by incorrect information or content you supplied, or by changes you made to your website;
account suspension for a serious breach of our Terms or Acceptable Use Policy. Unused Credits in this case may still be refunded, minus any amount needed to cover loss you caused.
5. How to request a cancellation or refund
Email support@jcloudbot.com with the subject "Refund Request" and include:
your name and account email;
your order number and payment date;
the amount and currency paid;
the reason for your request and any screenshots that help.
We will acknowledge your request within 2 business days and give you a decision within 7 business days.
6. How refunds are paid
6.1 Refunds will be made only through the original mode of payment, to the same card used for the purchase. We cannot refund to a different card, in cash or by bank transfer.
6.2 Refunds are made in the same currency and amount you were charged. If your bank converted the payment, its own exchange rate may mean the amount you get back differs slightly. We have no control over this.
6.3 We process approved refunds within 5 business days. Your card issuer may then take 10 to 45 days to show the refund in your account, depending on its own policy.
6.4 Refunds include any VAT you paid on the refunded amount.
7. Recurring payments
We do not charge recurring payments. The Chatbot and each Credit top-up are one-off payments, so there is nothing to cancel to stop future charges.
8. Not happy with our decision?
Please reply to our decision email and ask for a review by a manager. If you remain unhappy, you may contact your card issuer. Using this policy does not stop you from doing so.