Refund Policy

What this Refund Policy Covers

This policy describes eligibility requirements, processing timelines, approved payout methods, and exceptions for refunds requested by Redesk.ai customers. It does not govern refunds for third-party tools, partner marketplaces, or services billed directly by external vendors.

Refund Eligibility

Eligibility Windows

Standard refund requests should be submitted within 30 calendar days of the original billing event. Requests outside that window may be considered only in exceptional circumstances, such as proven billing errors.

Trial upgrades, annual renewals, and one-time charges may have different windows, which are shown at purchase or in contract documentation.

Non-Refundable Items

Certain items are non-refundable, including completed implementation packages, consumed usage credits, and services delivered by external partners.

Setup fees and custom integration labor are generally non-refundable once work has begun, unless otherwise required by law or explicitly stated in a signed agreement.

Partial Refunds

Partial refunds may be granted when only part of a service period or feature bundle is affected. Prorated calculations use billing-cycle dates, entitled service scope, and confirmed impact.

Approved partial refunds appear either as a direct payment reversal or account credit, based on the original payment method and regional constraints.

How Refunds Are Processed

Submitting a Request

Refund requests can be submitted through account support, authorized admin channels, or enterprise success contacts. Include account ID, invoice reference, and a short description of the issue for faster review.

Review Timelines

Most requests are reviewed within 5-10 business days. Complex cases involving disputes, fraud checks, or multi-entity billing may take additional time.

Payout Methods

Approved refunds are typically returned to the original payment method. In some cases, account credits may be issued where direct reversal is not operationally available.

Billing and Cancellations

Subscription Cancellations

Cancelling a subscription stops future renewals but does not automatically guarantee a refund for prior billing periods unless eligibility conditions are met.

Chargebacks

If a chargeback is initiated with your payment provider, we may pause account access while the dispute is under review. We encourage contacting support first to resolve billing concerns directly.

Taxes and Fees

Taxes and certain processing fees may not be refundable in all jurisdictions. Any tax adjustments follow applicable legal requirements and payment partner rules.

Exceptions and Special Cases

Promotional Credits and Coupons

Promotional credits, trial bonuses, and coupon reductions are generally not redeemable for cash and are excluded from direct refund payouts.

Enterprise Contract Terms

Enterprise customers may have refund and termination provisions defined in executed contracts. Where contract terms conflict with this page, contract terms control.

Policy Abuse Prevention

We reserve the right to deny refund requests associated with abuse, repeated exploitation, fraudulent behavior, or material misrepresentation.

Refund Security

Fraud Prevention

Refund workflows include checks for suspicious billing patterns, abnormal account behavior, and identity inconsistencies to protect customers and payment systems.

Verification Checks

We may request ownership verification for the billing account, such as invoice references, account admin confirmation, or payment metadata, before finalizing a refund.

Refund Records and Retention

Record Retention

We retain refund request records, decisions, and payout references for operational, audit, compliance, and dispute management purposes. Retention duration depends on legal and contractual obligations.

Disputes and Appeals

If you disagree with a refund outcome, you may submit an appeal with additional evidence. Appeals are reviewed by a separate billing operations reviewer where feasible.

Final decisions are communicated through your account email and support thread, including rationale and next-step options where applicable.