Refund policy

We want every customer to feel they got their money's worth. This page explains how cancellations and refunds work.

1. Free plan

The Free plan is free forever and never charged. Nothing to refund.

2. Free trial

Every paid plan includes a 14-day free trial. No payment is taken during the trial. If you cancel before the trial ends, you are never charged.

3. EU 14-day right of withdrawal

If you are a consumer based in the European Union, you have a statutory right under Directive 2011/83/EU to withdraw from a fresh paid subscription within 14 days of the first charge, without giving a reason. To exercise this right, email billing@chatsuno.com within the 14-day window. We will refund the full amount paid within 14 days of receiving your request, using the same payment method.

This right does not apply to renewals of an existing subscription.

4. Monthly subscriptions

Monthly plans renew automatically on the same day each month. You can cancel at any time from the billing page. After cancelling you keep access until the end of the current period; we do not pro-rate refunds for unused days within an already-paid month.

5. Yearly subscriptions

Yearly plans are billed once per year. You may cancel at any time and retain access for the remainder of the paid period. Outside the EU 14-day withdrawal window, yearly plans are not refundable on a pro-rata basis except where required by mandatory consumer law.

Discretionary refunds. If you have a yearly plan and believe a full or partial refund is fair (for example, a product issue we could not resolve), email billing@chatsuno.com. We review every request individually.

6. Add-ons and one-time charges

Credit top-ups and other one-time purchases are non-refundable once the credits have been added to your account, except where required by EU consumer law.

7. Chargebacks

If you have a billing concern, please contact us before raising a chargeback — most issues can be resolved within 24 hours. Excessive or fraudulent chargebacks may result in account termination.

8. How to request a refund

Email billing@chatsuno.com from the address on your account, including the invoice number and the reason for the request. We'll reply within 2 business days.