Refund Policy

Voicommerce is built to help merchants convert more shoppers through AI-powered chat and voice assistants. We want every customer to feel confident starting a paid plan, and this policy explains exactly how, when, and why we issue refunds.

This policy applies to all paid purchases made from Voicommerce, including monthly subscriptions, annual subscriptions, and one-time credit top-ups. It is written to be fully compliant with the standards of our Merchant of Record, Paddle, and with applicable consumer-protection law.

We offer a 14-day money-back guarantee on your initial paid Voicommerce subscription (monthly or annual). If Voicommerce isn't the right fit, request a refund within 14 calendar days of your first paid charge and we'll refund the full amount to your original payment method.

The 14-day window begins on the timestamp of your first successful paid transaction. Requests submitted after this window fall under the renewal, annual, or top-up rules described below.

Recurring renewals are not covered by the 14-day money-back guarantee, because you have already had a full billing cycle to evaluate the service.

• Monthly plans: you can cancel at any time from your dashboard to stop future renewals. The current billing month remains active until the end of the period.
• Annual plans: see Section 4 for the prorated refund rules that apply after the initial 14-day window.
• If you were unexpectedly charged for a renewal you intended to cancel, contact us within 7 days of the renewal charge and we will review your case in good faith.

Annual plans are covered by the same 14-day full money-back guarantee on the initial purchase and on each annual renewal.

After the 14-day window, annual plans may be cancelled at any time for a prorated refund covering unused full months remaining in the term. Partial months are non-refundable. For example, if you cancel an annual plan 4 months and 10 days into the term, we refund 7 unused months.

Chat message and voice minute top-ups are one-time purchases of consumable credits.

• Unused packs: fully refundable within 14 days of purchase if no credits from that pack have been consumed.
• Partially consumed packs: because credits are digital consumables delivered instantly, a pack that has been used (even in part) is considered delivered and is not eligible for refund.
• Accidental duplicate purchases: contact us within 14 days and we will refund the duplicate pack in full, regardless of usage on the original.

Our refund policy is designed for merchants who genuinely find that Voicommerce isn't the right fit. It is not intended to be used as a way to obtain a month of full service at no cost.

Where a refund request shows a clear pattern of abuse — for example, consuming a large share of the monthly plan credits and then requesting a full refund on the base subscription, or repeatedly signing up, using, and refunding across accounts — we may review the request together with Paddle on a case-by-case basis before issuing a refund. Legitimate refund requests within the 14-day window are always honoured.

The following are not eligible for refund:

• Credit packs that have already been consumed (in whole or in part), as described in Section 5.
• Renewal charges outside the annual proration rules in Section 4 and outside the monthly cancellation window in Section 3.
• Third-party fees or charges incurred by connected services (e.g., your own SMS gateway, telephony provider, or e-commerce platform).
• Non-recoverable taxes or duties already remitted to a tax authority in jurisdictions where such taxes cannot be reclaimed by the seller.
• Charges older than 120 days, which our payment provider generally cannot reverse to the original payment method.

Refunds are processed by our Merchant of Record, Paddle. The fastest way to request a refund is to visit paddle.net, look up your Voicommerce transaction using the email you paid with, and open a refund request from there.

You can also contact our support team at support@voicommerce.com and we will guide you through the process. Please include:

• The email address on your Voicommerce account.
• Your Voicommerce store URL or business name.
• The Paddle order/receipt reference if you have it.
• A brief reason for the refund — honest feedback helps us improve the product.

All Voicommerce payments, billing, and subscription mechanics are handled by Paddle.com as our Merchant of Record. Once a refund is approved, the corresponding plan or top-up is deactivated in your account and Paddle issues the refund to the original payment method.

Refunds typically appear on your bank or card statement under Paddle's billing descriptor within 5 to 10 business days, depending on your card issuer or bank.

If you don't recognise a charge or have a billing concern, please contact us or Paddle before opening a bank chargeback. Chargebacks freeze the account and delay resolution — direct refund requests are almost always faster and easier for everyone.

Nothing in this policy limits your statutory consumer rights. Customers in the European Union and the United Kingdom retain their statutory 14-day right of withdrawal for eligible purchases; where local law grants stronger rights than this policy, those rights apply.

We may update this Refund Policy from time to time to reflect changes in our services or to meet legal or payment-provider requirements. Material changes will be reflected by updating the "Last updated" date at the top of this page and, where appropriate, by notifying active customers by email.

Questions? Reach us at support@voicommerce.com for general support, or billing@voicommerce.com for billing-specific enquiries.