Refund & Cancellation Policy

A payment for a Chatdek plan or add-on can be refunded only if at least one of these is true when you ask:

• Within 48 hours. You ask no later than 48 hours after your payment was confirmed. Your plan switches on automatically when the payment is confirmed, so the 48 hours start at that moment.
• Less than 10% used. Less than 10% of what the plan includes has been used. We measure this with the figures in our system: mainly the AI messages your account has used in the current monthly cycle compared with the AI messages your plan includes each month (all your websites share one allowance). Usage from before the payment in the same cycle is counted.

These rules apply to the first purchase and to renewals, upgrades and add-ons alike, and to plans paid for 1, 3, 6 or 12 months. If you meet one of the conditions, we refund what you paid for that order. If you meet neither, we cannot refund it, except in the cases in sections 6 and 7.

The free trial costs nothing, so there is nothing to refund. The conditions above also apply to the first plan you buy after a trial.

• In the portal: My Plan → Billing, find the order and choose Request a refund. Only the account owner sees this button. Tell us briefly why. You get a reference number (for example R-1042) by email and can follow the request in the same place.
• Or email info@chatdek.com from the address you used at checkout, with your order ID (it is in your payment confirmation email) and a short reason.
• One request per order. If we decline it, or refund part of it, we cannot reopen it unless you give us new facts; write to us and we will look again.
• We aim to reply within 2 business days. Our team checks the order, the time since payment and the usage figures before deciding.

Approved refunds are sent back to the payment method you paid with, in the currency you were charged in (Pakistani rupees, PKR, for card payments through GoPayFast). The refund process can take up to 30 business days from the day we approve it. Most banks show it sooner, but we cannot control how quickly a bank, card network or payment provider handles it.

• Where tax was charged on the payment, the refund includes the tax only to the extent the tax rules allow and our own tax records can be corrected. Tax adjustments and credit notes can add time, so a refund that includes tax may take longer than 30 business days to complete. We will tell you if that happens.
• Bank charges, card fees and exchange-rate differences applied by your own bank are outside our control, so the amount in your own currency can differ slightly from what you paid.
• A plan or order paid from your prepaid balance is returned to the balance, which is immediate once approved.
• If a refund has not reached you after 30 business days, contact us with your reference and we will trace it with the payment provider.

• A full refund of a plan ends that plan, and the add-ons and website allowances that came with it, from the moment the refund is approved. The chat widget stops answering on your websites. You can still sign in, export your data and buy a plan again later.
• A full refund of an add-on ends that add-on only.
• A partial refund keeps the plan running with what is left.
• Refunding an older renewal does not end the plan that is running now.
• Credit or discounts: you get back what you actually paid. Referral credit you spent on the order returns to the balance of what you paid, not as cash value, and any referral reward earned on the refunded payment is withdrawn.
• Export what you want to keep before a full refund is approved (leads, chats, knowledge base). Our data-deletion timelines are in the Terms of Service and Privacy Policy.

• You can cancel at any time from the Plan page in the portal, or by emailing us.
• Your plan stays active until the end of the period you have already paid for. We never charge a card on our own, and if you use automatic renewal from a prepaid balance you can switch it off at any time, so nothing further is taken.
• When the period ends, the chat widget stops answering on your websites. You can still log in, export your data and buy a plan again later.
• Cancelling does not by itself give you a refund. Refunds follow section 1.
• Prepaid balance: unspent top-up money is returned to the original payment method on request within 30 days of the top-up (the same processing time as section 3 applies). Referral credit and money already spent on a plan are not part of that.

• Charged twice, charged the wrong amount, or charged for something you did not order: contact us as soon as possible. Charges we confirm as mistaken are corrected or refunded in full, whatever the 48-hour and 10% rules say.
• If we remove a core feature of your plan during a period you have paid for and the change materially reduces what you paid for, or if we stop providing Chatdek altogether, you can ask for a pro-rated refund of the unused part of your current period.
• If you cancel because we add a new sub-processor you reasonably object to (see the Data Processing Addendum), the unused part of your period is refunded pro rata.

• Orders that meet neither condition in section 1 (more than 48 hours after payment and 10% or more of the plan used), except as set out in section 6.
• Accounts suspended or closed because of a breach of our Terms of Service or Acceptable Use Policy.
• Usage-based limits you reached (for example AI messages for the month) and add-ons whose quota has been used up.
• Referral credit, discounts and coupons as such (they have no cash value).
• Custom or professional work (such as a setup service) we agreed in writing, once it has been scheduled or started, unless that agreement says otherwise.
• Third-party costs such as your own domain, email or messaging provider.

Please ask us first; most problems are quicker to solve directly, and a bank dispute can delay a refund. While a dispute is open we may pause the related plan, and we will give the payment provider the records of the order. If a dispute is decided in your favour, we will not charge you again for the same period. If you receive a refund from us and also a chargeback for the same payment, we will recover the duplicate amount.

Nothing in this policy limits any refund or other rights you have under laws that apply to you and cannot be excluded.

We may update this policy from time to time; the version in force when you paid applies to that payment. Questions? Email info@chatdek.com or see our Terms of Service.