Refund Policy

Every account starts with a 14-day free trial and no card is required for it. That trial is how you decide whether Matter Chat works for you. Once you subscribe, payments are non-refundable — you can cancel at any time, and your subscription keeps running until the end of the period you have already paid for.

Cancel from your billing settings at any time. Nothing is charged after that, and nothing is taken back: your assistants keep answering, your inbox stays open and your data stays where it is until the paid period ends.

Cancelling partway through a month or a year does not produce a pro-rata refund of the remainder. You have the service for the time you bought.

Three cases, and we do not require you to argue for any of them:

• A duplicate charge, or a charge for a subscription you had already cancelled.
• An amount that does not match the plan or add-ons you actually bought.
• A charge you did not authorise. Tell us and we will refund it while we work out what happened, rather than after.

Add-ons follow the same rule as plans. Removing one stops the next charge and keeps the allowance for the period you paid for; it does not refund that period.

Nothing here removes a right you have by law. If the mandatory consumer law of your own country gives you a right to cancel and be refunded — the statutory withdrawal period for digital services in the UK and EU, for example — you keep it, and this policy does not override it.

Paddle, our merchant of record, may also refund a payment under its own buyer terms regardless of what we have written here. Where the two differ, whichever is more favourable to you applies.

Email [email protected] from the address on the account, or reply to any receipt. Tell us which charge you mean; the transaction id from the receipt is the fastest way, but the date and amount are enough.

Payments are taken by Paddle, so an approved refund is issued by Paddle to the original payment method. Card refunds typically appear within five to ten business days depending on your bank — that part is outside our control and outside Paddle's.