1. Overview

At ChatVia, we want you to be completely satisfied with our AI-powered RAG platform. This Refund Policy outlines the terms and conditions for refunds of our subscription services.

We offer a 14-day money-back guarantee for new subscriptions, allowing you to try our service risk-free and ensure it meets your needs.

2. 14-Day Money-Back Guarantee

2.1 Eligibility Requirements

• You must be a new customer (first-time subscriber)
• Refund request must be made within 14 days of your initial payment
• Your account must be in good standing (no violations of our Terms of Service)
• You must provide a valid reason for the refund request

2.2 What's Covered

• Full refund of your subscription payment
• All subscription tiers (Starter, Standard, Pro)
• Both monthly and annual subscriptions
• Processing fees (where applicable)

3. How to Request a Refund

3.1 Refund Request Process

1. Contact Support: Email us at refunds@chatvia.com or use our support chat
2. Provide Details: Include your account email, subscription details, and reason for refund
3. Review Period: We'll review your request within 2-3 business days
4. Processing: Approved refunds are processed within 5-10 business days

3.2 Required Information

4. Refund Processing

4.1 Processing Timeline

• Review: 2-3 business days for request review
• Processing: 5-10 business days for refund to appear
• Bank Processing: Additional 3-5 business days for bank processing

5. Exclusions and Limitations

5.1 Non-Refundable Items

5.2 Account Termination

Upon receiving a refund, your ChatVia account will be terminated and all data will be permanently deleted within 30 days, in accordance with our data retention policy.

5.3 Future Subscriptions

Customers who receive a refund are not eligible for the 14-day money-back guarantee on future subscriptions. However, we may consider refund requests on a case-by-case basis for extenuating circumstances.

6. Special Circumstances

6.1 Technical Issues

If you experience significant technical issues that prevent you from using our service effectively, we may consider extending the refund period or providing additional compensation, even beyond the 14-day guarantee.

6.2 Billing Errors

If you believe you've been charged incorrectly or there's a billing error, please contact us immediately. We'll investigate and correct any legitimate billing issues, including providing refunds for overcharges.

6.3 Service Discontinuation

If we discontinue a service you're actively using, we'll provide a prorated refund for any unused portion of your subscription period.

7. Dispute Resolution

7.1 Communication First

We encourage you to contact us directly to resolve any refund-related issues. Our support team is committed to finding fair solutions for all customers.

7.2 Escalation Process

• Contact our support team first
• If unresolved, escalate to our customer success manager
• For complex cases, involve our management team
• As a last resort, consider formal dispute resolution

8. International Considerations

8.1 Currency and Exchange Rates

Refunds are processed in the original currency of your payment. Exchange rate fluctuations between the time of purchase and refund may affect the final amount you receive.

8.2 Local Laws

This refund policy is subject to applicable local consumer protection laws. If local laws provide greater refund rights, those laws will take precedence over this policy.

9. Contact Information

9.1 Business Hours

Our support team is available Monday through Friday, 9:00 AM to 6:00 PM (CET/CEST). Refund requests submitted outside business hours will be processed on the next business day.

10. Policy Updates

10.1 Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or applicable laws. We will notify you of any material changes by email or through our service.

10.2 Policy Version

The version of this policy in effect at the time of your subscription purchase will govern your refund rights. You can always find the current version of this policy on our website.