Refund Policy
Last updated: December 2025
The present Refund Policy is incorporated into the Subscription Terms and constitutes their integral and inalienable part. Please read this Refund Policy carefully to know the terms and conditions regarding refund eligibility requirements, process, exceptions and limitations that may apply when you purchase subscription(s) on the Website.
Bear in mind that this Refund Policy does not address the rules applicable to refunds related to ChatOn mobile app subscriptions that you may purchase either on the Apple App Store or on the Google Play Store. If you have purchased a subscription within the ChatOn mobile app (either for iOS or Android) and want to request a refund, please follow the relevant rules and instructions outlined in this Apple support article or in Google Play’s Refund Policy.
The key rules applicable to refunds with respect to subscriptions purchased on the Website are the following.
General Refund Policy - refunds may be provided by us only on our sole discretion unless your right to a refund is conspicuously and imperatively prescribed by the law applicable in your jurisdiction. However, we defined specific circumstances in which a refund may be considered (follow section “When Refunds May Be Considered”).
Refund Eligibility. Depending on the jurisdiction in which you are located, the applicable legislation may grant consumers the right to refund within a specified period without the need to provide reasons for such withdrawal or any other refund right.
EU, UK, Switzerland
If you reside in a member state of the European Union, the United Kingdom or Switzerland and you
purchased a subscription on our Website, you are entitled to withdraw from subscription for any
reason within 14 days from the date of purchase.
Brazil
In accordance with Brazilian Consumer Protection Law, you have the right to cancel your purchase
within 7 days from the purchase date, for any reason, and receive a full refund.
New-York
If you reside in New York, you are eligible for a refund if your subscription has auto-renewed for a
new term at a price higher than the initial price. In this specific case, you may request a refund
within 14 days after the auto-renewal date. This refund will be pro-rated based on the days you used
our services prior to refund request.
If you reasonably believe that you are entitled to a refund in accordance with applicable laws and wish to exercise this right, please contact us through available on the Website means of communication.
When Refunds May Be Considered. We may consider granting a refund if you have purchased a subscription for the first time and cancel it within the applicable timeframes specified below. Please note that once these timeframes have expired, you will no longer be eligible for a refund, except as required by applicable law:
- For 1-month subscription - within 7 (seven) days from the date of the first payment;
- For 3-month subscription - within 10 (ten) days from the date of the first payment;
- For 1-year subscription - within 14 (fourteen) days from the date of the first payment.
The refund timeframes specified above apply exclusively to the first purchase of a subscription and do not apply to auto-renewed subscription periods. In such cases, refunds may be granted on a pro-rata basis corresponding to the unused portion of the renewed subscription and solely at our discretion, unless otherwise required by applicable law.
Exception for 1-year subscriptions: if subscription has been auto-renewed, we may consider your full refund request relating to such auto-renewal only if submitted within 5 (five) days from the auto-renewal date, unless applicable law provides otherwise.
Note: the terms specified in this section are provided for guidance only. They do not obligate us to issue a refund in any specific case. Any refunds are made solely at our discretion, without prejudice to any rights you may have under applicable law.
Refund exceptions and limitations. The refunds are not guaranteed, and the corresponding refund requests may not be satisfied in any the following circumstances:
- You changed your mind about subscription purchase made on the Website or decided to request a refund for a subscription due to personal reasons (these cases will serve as bases for denial of refund unless the laws applicable in your jurisdiction provide you with the right to withdraw from the purchase for any or no reason within a clearly established grace period after such purchase has been made);
- We have reasonable grounds to believe that you use ChatOn Web product in violation of the applicable Terms of Use and End User License Agreement or your use of ChatOn Web product and/or ChatOn account is unauthorized;
- You submit a refund request for a particular subscription period after such subscription period has expired;
- You failed to submit your refund request within the applicable timeframes specified in the section “When Refunds May Be Considered”
- We have reasonable grounds to believe based on the relevant evidence that your refund request is fraudulent and/or has no legal grounds. For example, we may deny your request for a refund if we detect that you actively used the ChatOn Web product after the purchase of a subscription on the Website, and there is no relevant evidence and confirmation that you experienced malfunctions, critical or major bugs using such ChatOn Web product. Refusals to provide refunds to actively engaged users in the absence of critical errors and bugs in the operation of ChatOn Web product are additionally substantiated by the fact that we incur significant costs associated with running the AI models that power ChatOn Web product.
All Refund exceptions and limitations specified above shall be interpreted and apply without prejudice to refund rights, the rights of withdrawal or other similar rights that should be mandatorily granted to you under applicable laws.
You should also bear in mind that if you make a refund request and it is approved, the refund will be issued only with respect to the subscription period in which the refund request was properly made.
Non-Refundable One-Time Payments. Certain features, services or credits available on the Website may be offered as one-time payments that do not constitute a subscription and do not renew automatically. As a general rule, one-time payments are non-refundable, due to the immediate access and the costs associated with operating AI models, infrastructure and ongoing product development, unless mandatory provisions of applicable law require otherwise.
Refund process. If you reasonably believe that you are eligible for a refund in accordance with applicable laws and the present Refund Policy, please send us a corresponding request via emails [email protected] / [email protected] or our “Contact Us” form available on the Website.
To ensure that your refund request is processed quickly and efficiently, you may be required to provide your name, email address, transaction details (date and amount), last 4 digits of the card, the proof of purchase (screenshot of the transaction/receipt) and a detailed explanation why you are requesting a refund. Additionally, after receiving your refund request we may ask you to provide additional information, such as further details about your subscription purchase and/or the relevant documentation, other evidence that supports your request and the right to receive a refund. After we receive all information necessary to proceed with your request, we will review it carefully and notify you of the approval or rejection of your refund within a reasonable period of time.
If your refund request is approved, such refund will be issued in the original form of payment. Note that once your request is approved, it may take some time for the refund to be processed and for the funds to be returned to your account. The processing time may vary depending on your financial institution and the applicable payment method.
Changes to the Refund Policy. We reserve the right to modify or update this Refund Policy at any time. Any changes shall be effective immediately upon posting the revised version of Refund Policy on the Website. It is your sole responsibility to review this Refund Policy periodically to stay informed of updates.
Contact Us. If you have any questions about this Refund Policy, please contact us via emails: [email protected] / [email protected] or our “Contact Us” forms available on the Website.