Refund, Billing & Cancellation Policy
Last updated: 28 October 2026
1. Prepaid Balance and Billing
TidyChat operates on a prepaid balance model rather than a traditional monthly or annual subscription model.
Customers add funds to their TidyChat account balance, which is used to pay for services as they are consumed or become due.
Applicable charges may include AI usage, messaging services, active phone numbers or messaging sessions, and other paid features offered through the Service.
Charges are deducted from the available prepaid balance according to the applicable pricing and billing intervals.
Current prices and charges are displayed on our pricing page or within the Service.
Payments are processed through our authorised payment processing providers.
Prepaid balances are intended exclusively for purchasing TidyChat services and do not constitute a bank account, payment account, or general-purpose digital wallet.
2. Automatic Top-Up and Recurring Service Charges
Automatic Top-Up
TidyChat offers an optional automatic balance top-up feature ("Auto Top-Up").
When enabled by the customer, Auto Top-Up authorises TidyChat to charge the customer's selected payment method automatically when the account balance reaches the threshold or other trigger conditions configured by the customer.
The applicable top-up amount and trigger conditions are displayed when the feature is configured.
By enabling Auto Top-Up, the customer expressly authorises automatic payments in accordance with the selected settings.
Customers may modify or disable Auto Top-Up through their billing settings.
Disabling Auto Top-Up prevents new automatic top-up payments from being initiated but does not reverse transactions already initiated or completed.
Funds added through Auto Top-Up are treated as prepaid balance and are subject to the same refund conditions as manually added funds.
Recurring Service Charges
Certain services, including active phone numbers and messaging sessions, may be subject to recurring charges.
These charges are automatically deducted from the available prepaid balance at the applicable billing interval for as long as the relevant service remains active.
Recurring service charges are separate from Auto Top-Up and do not constitute a subscription to the TidyChat platform.
Customers may disable recurring services to prevent future charges, subject to the applicable billing cycle.
If the available balance is insufficient to cover a recurring charge, TidyChat may restrict, suspend, or disconnect the affected service following any applicable grace period.
Enabling Auto Top-Up does not guarantee uninterrupted service, including where a payment fails or is declined.
3. Cancellation and Account Closure
Customers may discontinue using TidyChat, disable Auto Top-Up, or deactivate paid services at any time.
Disabling Auto Top-Up does not automatically deactivate active services or prevent charges from being deducted from an existing prepaid balance.
Disabling a recurring service prevents future renewal charges in accordance with the applicable billing cycle.
Customers may request account closure and a refund of their remaining unused prepaid balance under Section 4.
Discontinuing a paid service or exhausting the prepaid balance does not automatically constitute an account or workspace deletion request.
Account closure, workspace deletion, and related data retention are handled in accordance with our Terms of Service, Privacy Policy, and Data Processing Agreement.
Any mandatory statutory cancellation or withdrawal rights remain unaffected.
4. Refunds
Unused Prepaid Balance
Upon account closure, customers may request a refund of the remaining unused monetary prepaid balance, including unused funds added through Auto Top-Up.
The refundable amount is calculated after deduction of outstanding charges for services already provided, pending usage charges, and other amounts lawfully owed to TidyChat.
Refunds are subject to reasonable verification and applicable law and will generally be returned to the original payment method.
Any promotional credits or complimentary balances provided without payment are not redeemable for cash, unless required by applicable law.
Non-Refundable Service Charges
Charges already incurred for services properly provided, including AI usage, messaging services, phone number or messaging session fees, and other applicable service charges, are generally non-refundable, except where required by applicable law.
Disabling a recurring service does not automatically entitle the customer to a refund of charges already incurred for the current billing period.
Billing Errors and Service Failures
Customers may request a review of incorrect charges, duplicate payments, or documented service failures.
Where a billing error is confirmed, we will provide an appropriate correction or refund.
Nothing in this Policy limits any mandatory right to a refund, price reduction, termination, or other remedy under applicable law.
We do not offer a separate voluntary money-back guarantee period.
Termination for Misuse
If an account is suspended or terminated due to spam, fraud, unlawful activity, or other violations of our Terms of Service or Acceptable Use Policy, any remaining prepaid balance will be handled in accordance with our Terms of Service and applicable law.
We may deduct outstanding service charges, legally recoverable damages, or other amounts lawfully owed to us, but termination does not automatically result in forfeiture of the entire remaining balance.
5. Consumer Statutory Rights (EU / IL)
TidyChat is available to both business customers and individual users.
The legal rights applicable to each customer depend on whether the Service is purchased for business or professional purposes or as a consumer.
European Union and Romanian Consumers
Where a customer qualifies as a consumer under applicable law, mandatory consumer protection rights remain fully applicable.
Under Romanian Emergency Ordinance No. 34/2014 (OUG 34/2014), consumers entering into eligible distance contracts generally have a statutory right to withdraw within 14 days, subject to the applicable conditions and exceptions.
Where a consumer expressly requests that a service begin during the withdrawal period, and the applicable legal requirements are satisfied, the consumer may be required to pay a proportionate amount for services supplied before withdrawal.
The statutory withdrawal right may be lost in certain legally defined circumstances, including where a service has been fully performed and the required prior consent and acknowledgement have been obtained.
The commencement of a digital service does not, by itself, automatically eliminate the statutory right of withdrawal.
Where a valid statutory withdrawal request is made, any refund will be calculated and processed in accordance with applicable law, including any applicable statutory deadlines.
Consumers may exercise their withdrawal rights through the legally required channels, including any applicable online withdrawal functionality.
Israeli Consumers
Customers who qualify as consumers under applicable Israeli law retain any mandatory cancellation, withdrawal, and refund rights provided by Israeli consumer-protection legislation.
Business Customers
Customers purchasing the Service for business or professional purposes generally do not benefit from statutory rights reserved exclusively for consumers, unless otherwise required by applicable law.
Nothing in this Policy excludes, restricts, or waives mandatory consumer rights or other statutory protections under applicable Romanian, European Union, Israeli, or other relevant laws.
6. Price Changes
We may update the prices of services, usage charges, and recurring service fees.
For increases to recurring service charges, we will provide at least 30 days' advance notice before the new price takes effect.
Current and updated prices will be displayed on our website or within the Service, as applicable.
Changes to usage-based charges will be communicated before the updated charges apply, in accordance with applicable law.
Customers may disable affected recurring services before the updated recurring charges take effect.
Price changes do not retroactively affect service charges already incurred.
7. Taxes
Prices exclude applicable taxes, including VAT, unless otherwise stated.
Applicable taxes are calculated and charged in accordance with relevant tax laws.
Where required by consumer protection law, prices shown to consumers will include applicable taxes and mandatory charges before purchase confirmation.
8. Contact
For billing questions, cancellation requests, refund enquiries, or the exercise of applicable statutory withdrawal rights, please contact us at [email protected].