Refund Policy

Last Updated: Dec 24 2025

At Chati, we strive for customer satisfaction while maintaining fairness and transparency in all transactions. This policy outlines our refund and cancellation terms for all Chati services, including the Chati AI Shopify application.

Our Commitment to You

At Chati, we are committed to providing exceptional WhatsApp Business API and messaging services. Our refund policy is designed to be fair, transparent, and aligned with industry best practices while ensuring the sustainability of our services.

We encourage all users, including Shopify merchants, to take full advantage of our trial period before committing to a paid subscription.

Free Trial Period

Chati offers a generous 10-day free trial for new users to explore our platform risk-free:

Full Feature Access: Try all Basic Plan features during the trial period
No Credit Card Required: Start your trial without providing payment information
Chatbot Flows Trial: Additional 10-day free trial available for Chatbot Flows add-on
Cancel Anytime: Cancel your trial at any time without charges or obligations

Important: The trial period is intended to help you evaluate the platform before subscription. We strongly encourage thorough testing during this time.

Subscription Services (Non-Refundable)

Once you subscribe to any of Chati's paid services after the free trial period, all subscription fees are non-refundable. This policy applies to:

Shopify Billing Clarification

For Shopify merchants, all charges are billed through Shopify’s billing system
Shopify does not support prorated or partial refunds once a charge is applied
Uninstalling the app does not automatically trigger a refund

•Monthly and annual subscription plans
•Platform access fees and subscription charges
•WhatsApp Conversation Credits (WCCs) and message credits
•Wallet recharges and prepaid credit purchases
•Add-on features and premium integrations
•One-time chatbot development and setup payments
•Third-party integration fees and services

Rationale: Due to the SaaS nature of our services, infrastructure costs, and immediate access to platform features, refunds are not provided once billing begins.

Cancellation Policy

You have the right to cancel your subscription at any time through your account settings:

Shopify App Cancellation

Shopify merchants can cancel by:

Uninstalling the app from Shopify Admin, or
Managing billing via Shopify’s subscription settings

•Effective Date: Cancellations take effect at the end of your current billing cycle
•No Prorated Refunds: You will not receive a refund for the remaining subscription period
•Continued Access: You retain full access to the platform until the end of your paid period
•Auto-Renewal Stops: Your subscription will not auto-renew after cancellation

How to Cancel: Log into your account → Go to "Billing & Subscription" → Click "Cancel Subscription" → Confirm cancellation. You will receive an email confirmation.

Exception: Technical Issues

If you experience persistent technical issues that prevent effective use of our services, and our support team is unable to resolve them, we may grant a partial or full refund at our discretion:

Refund decisions for technical issues are made on a case-by-case basis and are entirely at Chati's discretion.

•You must report the issue to our support team within 7 days of occurrence
•You must provide reasonable time for our team to investigate and resolve the issue
•The issue must be verified and documented by our support team
•Issues caused by third-party services, your infrastructure, or user error are not eligible

Exception: Unauthorized or Fraudulent Charges

If you believe you have been charged incorrectly or fraudulently:

We take billing accuracy and security seriously. Verified unauthorized charges will be refunded promptly.

•Contact our support team immediately at billing@chati.ai
•Provide transaction details, date, amount, and explanation
•We will investigate the claim within 5-7 business days
•Upon verification, we will issue a full refund for unauthorized charges

How to Request a Refund

If you believe you qualify for a refund under our exceptional circumstances:

Contact Our Billing Team

Email hello@chati.ai with "Refund Request" in the subject line

Provide Required Information

Include account details, transaction ID, date, amount, and detailed explanation

Investigation Period

Our team will review your request within 5-7 business days

Decision and Processing

If approved, refunds will be processed within 7-14 business days to the original payment method

Policy Amendments

Chati reserves the right to revise this Refund Policy as necessary. Any updates become effective immediately upon publication on our website. Material changes will be communicated to existing subscribers via email.

Continued use of our services after policy changes indicates your acceptance of the updated terms.

Legal Compliance and Consumer Rights

This Refund Policy complies with applicable Indian consumer protection laws and regulations. Nothing in this policy limits your statutory rights as a consumer under the Consumer Protection Act, 2019, or other applicable legislation.

If you are located in the European Union, United Kingdom, or other jurisdictions with specific consumer protection laws, you may have additional rights including cooling-off periods and mandatory refund provisions that supersede this policy.

Have Questions About Refunds?

If you have any questions about our Refund Policy or need assistance with billing matters, please contact our support team:

Billing Support: hello@chati.ai

General Support: support@chati.ai

Phone: +91-XXXXXXXXXX

Related Policies: Terms of Use • Privacy Policy