Refund & Billing Policy

This policy explains how subscription billing, cancellations, refunds, and failed payments work. It complements our Terms of Service and matches how the Service handles Stripe billing events.

1. Plans & renewal

Subscriptions are billed in advance on a monthly or annual basis via Stripe and renew automatically until cancelled. Applicable taxes may be added at checkout.

2. Monthly plans

You may cancel at any time. Cancellation stops future renewals; your access continues until the end of the current billing period. Monthly fees are not prorated and past periods are non-refundable.

3. Annual plans

Annual plans include a 14-day refund window from the start of the term, provided the Service has not been materially used. After 14 days, annual fees are non-refundable, though you keep access through the paid term.

4. Failed payments, grace period & dunning

If a renewal payment fails, your subscription enters a past-due grace periodduring which the AI concierge continues to operate. We retry the payment on Stripe’s schedule. If a subsequent payment succeeds, your subscription automatically returns to active. If retries are exhausted, the subscription becomes unpaid and guest AI access is suspended until billing is resolved.

5. Guest AI availability during billing issues

Guest concierge access remains available while a subscription is trialing, active, or past due (grace). It is paused when a subscription is unpaid, cancelled, or expired. During a pause, guests see a polite “temporarily unavailable” message rather than an error.

6. Chargebacks

Please contact support before initiating a chargeback so we can resolve billing issues directly. Chargebacks may result in suspension of the account pending resolution.

7. How to cancel

Manage or cancel your subscription from Dashboard → Billing, or contact support for help.