Refund Policy

This document is drafted and published on replypool.com in English only.

Summary of key points

• To ask for money back, email support@replypool.com with your account, invoice, and payment details.
• A trial costs nothing, so until a paid charge happens there is nothing to return.
• Monthly plans: the latest charge can come back in full if you write within seven calendar days of it and have not put the paid service to material use.
• Annual plans: within 180 days of payment, the untouched remainder is refundable — counted in whole months, rounded up in your favour.
• Periods already consumed, one-off services, third-party charges, and unrecoverable taxes stay paid.
• Goodwill refunds are a once-per-account courtesy for substantially similar circumstances; patterns that look like gaming the policy are declined.
• Approved refunds travel back by the original payment method and currency where feasible — and talking to us beats opening a bank dispute.

1. Scope

Capitalised words without a definition here carry the meaning the Terms & Conditions give them. This policy yields wherever a separately signed enterprise agreement spells out its own refund arrangements.

2. Submitting a request

Reach us through the contact form on the Website or by email at support@replypool.com. Tell us: the email on the account, the organisation’s name, the invoice or payment reference, when the charge landed, why you want the refund, and anything else that backs the request up. Verifying the request and looking into the facts may require us to ask reasonable follow-up questions.

3. Trials

The trial period itself carries no subscription charge, and where nothing was paid, nothing can be refunded — unless a paid conversion or renewal has since gone through. How long a trial lasts, what usage it allows, and who qualifies are decisions we keep to ourselves and may revise or retire whenever.

4. Monthly subscriptions

4.1 When the latest charge comes back in full

On a monthly plan, the most recent subscription charge is refundable in its entirety when every one of these tests is passed:

• your request reaches us within seven (7) calendar days of that charge;
• it concerns nothing beyond the latest paid month;
• since the charge, the account’s use of paid features has stayed within what ordinary evaluation looks like — no substantive consumption of what the paid tier delivers; and
• nothing points to abuse, to a cycle of brief usage capped by refund demands, or to a breach of the Terms & Conditions.

4.2 What counts as material use

Material use, for this policy, covers things like: running live customer dialogues through the platform on a sustained basis, putting automations into production, feeding in knowledge sources at scale, leaning heavily on paid integrations, or otherwise drawing substantially on paid-only capabilities once the charge went through. The judgement is made reasonably and in good faith, on the account’s activity and the facts presented.

4.3 When we bend the rules

A confirmed technical failure on our side that substantially blocked access to the Services, or demonstrably caused damage in the relevant period, opens the door to an individual review — and possibly a refund, a credit, or another remedy even where the standard tests above fail. Whatever mandatory law grants you stays intact regardless.

5. Annual subscriptions

5.1 Partial refund of the unused remainder

Where an annual plan is on offer and you bought one, the part of the year you never used can be refunded, on these conditions:

• the request lands within one hundred eighty (180) days of the original annual payment;
• only the untouched remainder of the current annual term qualifies;
• that remainder is measured in whole months — a partial unused month rounds up to a full one, in your favour;
• discounts, promotional rates, one-off onboarding or implementation charges, professional services, taxes attributable to the consumed period, and third-party costs already spent stay non-refundable, save where the law insists;
• a plan bought via a reseller, a marketplace, or another payment intermediary may pull in that party’s own refund procedure on top.

5.2 The arithmetic

An approved annual refund equals what you paid for the plan minus the value of the consumed portion, with discounts excluded from the refundable amount unless the law says otherwise. Credits and refunds already issued against the same annual term come off the total as well.

6. Negotiated contracts

Buying under an individually negotiated enterprise or master services agreement, a reseller contract, or a bespoke order form puts that document’s refund, credit, cancellation, and termination clauses ahead of this policy wherever they diverge.

7. How approved refunds are paid

7.1 Method and currency

The default route is back onto the payment method you originally used, in the currency you originally paid, where reasonably feasible. Failing that, a sensible alternative method or a currency equivalent at the exchange rate on the refund date takes its place.

7.2 Costs outside our control

Bank fees, card-network charges, currency-conversion effects, intermediary commissions, and similar costs that your payment provider or bank levies while handling the refund fall outside our responsibility.

8. What stays paid

• the value of periods already consumed, save where mandatory law overrides;
• onboarding, implementation, consulting, training, professional services, and other one-off service charges, absent an express written statement to the contrary;
• charges for third-party goods or services bought outside us or via marketplaces, resellers, or integrations;
• taxes, duties, and regulatory levies we cannot claw back from the authority that collected them;
• sums tangled in a chargeback, a fraud investigation, a sanctions-screening question, or another payment dispute — frozen until the matter closes.

9. Fair use of this policy

A request that reasonably looks abusive, fraudulent, repetitive, out of line with this policy, or tied to a breach of the Terms & Conditions can be turned down. And barring a legal requirement or our express written say-so, each customer account gets at most one goodwill refund for substantially similar circumstances.

10. Chargebacks

Give us the chance to sort things out before you escalate to your bank or payment provider. A chargeback opened in bad faith, or in defiance of this policy, can cost you access to the Services — suspension or termination — and, where the law permits, our reasonable costs of dealing with it.

11. Revisions

This policy can change. A revised version goes up on the Website and governs purchases made from its stated effective date onward, unless mandatory law points another way.