# Refund Policy

**Effective Date: November 21st, 2025**

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### 1. General Terms and Acknowledgement

By purchasing a subscription or service (hereinafter referred to as "Product"), you acknowledge and agree that your purchase is final and that you are accessing a **DIGITAL SERVICE** with immediate availability. Due to the nature of digital content, **refunds are not available** once access to the Product has commenced, unless expressly stated otherwise in these Terms.

This Refund Policy (the “Policy”) applies to all Products purchased via the website <https://chatlyai.app/> (the “Website”), mobile applications (IOS, Android), or through any third-party platforms. By purchasing, you agree to be bound by this Policy.

### 2. Only Applicable for EU, UK, or Turkey Customers

* **Eligibility for Refund**: Customers located within the **European Union (EU), United Kingdom (UK), or Turkey** are eligible to request a refund if they cancel their subscription **within 14 days of purchase**. This applies to all three **monthly, quarterly, and annual subscription**.
* **Conditions**: You must have used up to **5/7 or fewer** messages/interactions based on the subscription plan or consumed **300 or fewer** credits for image generation or used **8 or fewer** queries for AI Docs. (whichever one applies based on your usage)
* **Procedure**: To request a refund, the customer must specify that they are applying for a refund from the **EU, UK, or Turkey** in their request.

***Note**: Non-refundable circumstances mentioned in* [*Section 4*](#id-4.-non-refundable-circumstances) *apply to refund eligibility and take precedence over the general refund terms.*

### 3. Refund Eligibility

**(a) Monthly/Quarterly Subscriptions**

* **Full Refund Window**: You may request a **full refund** within **12 Hours** of the monthly subscription purchase date for first time payments only.
* **Usage limit:** You must have used **5 or fewer** messages/interactions, or consumed **200 or fewer** credits for image generation or used **6 or fewer** queries for AI Docs. (whichever one applies based on your usage)

**(b) Annual Subscriptions**

* **Full Refund Window**: Annual subscriptions are eligible for a **full refund** if cancelled **within 24 Hours** of the purchase date, assuming **minimal usage** for first time payments only.
* **Usage limit:** You must have used **7 or fewer** messages/interactions, or consumed **300 or fewer** credits for image generation or used **8 or fewer** queries for AI Docs.. (whichever one applies based on your usage)

**(c) For Subscription Updates/Renewals:**

* For subscription updates, users are eligible for a **50% refund** if they contact support within **12 hours** of the renewal charge and request cancellation with up to **5/7 or fewer** messages/interactions based on the subscription plan. (whichever one applies based on your usage)

**(d) Additional Refund Scenarios**

* **Duplicate or Erroneous Charges:** Verified duplicate charges or unauthorised transactions will be refunded following a review and confirmation by Chatly.

**(e) Service Failure and Outage Remedies**

* In the event of a material failure of Chatly’s Services, preventing the customer from using the paid functionality for a substantial period ( **12 Hours** ), and where Chatly cannot reasonably resolve the failure, Chatly, at its sole discretion, may provide the following remedies:
* A discount or promotional code will be applied to the following month's subscription, subject to review on a case-by-case basis.
* The type and extent of the remedy provided will be determined at the sole discretion of Chatly.

***Note**: Non-refundable circumstances mentioned in* [*Section 4*](#id-4.-non-refundable-circumstances) *apply to refund eligibility and take precedence over the general refund terms.*

### 4. Non-Refundable Circumstances

4.1. Refunds shall not be provided under the following conditions:

* Dissatisfaction with text output, style, creative output, aesthetic choices, or subjective preferences once Services have been delivered.
* User error, including but not limited to incorrect prompts, improper configuration, or misunderstanding of platform features.&#x20;
* Consumption of services beyond the 5 message limit for monthly and quarterly subscriptions or 7 message limit for annual subscriptions, or beyond the applicable credit/query limits (i.e., more than 200 image generation credits or more than 6 AI Docs queries for monthly/quarterly plans, and more than 300 image generation credits or more than 8 AI Docs queries for annual plans)
* Abuse of promotional offers, free trials, or repeated refund requests deemed excessive, unreasonable, or fraudulent.
* Refunds shall not be issued for accidental or mistaken transactions initiated by the Customer.
* Refunds shall not be granted due to changes in the appearance, theme, or other non-functional modifications to the platform.

### 5. Third-Party Platform Purchases

* Refunds for purchases processed through third-party platforms (e.g., **Apple App Store**, **Google Play**) are subject to the refund policies of those platforms. Chatly does not control these processes and generally cannot directly issue refunds for purchases processed through such platforms. Customers must follow the applicable platform’s refund process. Chatly will, however, cooperate with platform investigations and provide reasonable assistance where applicable.

### 6. Secondary Refund Requests

* Please note, **Chatly cannot process secondary refund requests** after a first refund has been granted. Refund requests will be evaluated only once per transaction.

### 7. Chargebacks and Disputes

* **Resolution Before Chargeback**: We strongly encourage customers to contact Chatly Support to resolve any issues before initiating chargebacks with payment processors.

### 8. Processing, Timing, and Deductions

* **Refund Method**: Approved refunds will be issued to the original payment method used for the purchase, subject to the rules of the applicable payment processor or card issuer.
* **Processing Time**: Refunds will generally be processed within **5–10 business days** following approval. However, the time for funds to appear in the customer’s account will depend on the processing times of the bank or payment processor.
* **Deduction of Fees**: Company reserves the right to deduct a reasonable administrative fee from the refunded amount. The specific deduction shall be disclosed at the time of refund approval and may vary based on payment processing costs and internal handling.

### 9. How to Request a Refund

* **Contact Chatly Support**: To request a refund, please contact Chatly Support at **<support@chatlyai.app>**.
* **Provide Transaction Details**: Please include your **Invoice number** , **purchase date**, and **reason** for the refund request. Any supporting documentation, such as receipts or screenshots, will help expedite the process.

### 10. Governing Law and Mandatory Consumer Rights

* This Policy is subject to the applicable consumer protection laws in the customer’s jurisdiction. If any statutory rights under local laws are more favorable than the terms of this Policy, such rights shall prevail.