Refund policy
Seven days to change your mind on your first payment, no reason required. After that you can cancel any time and keep access until the period you already paid for runs out.
The short version
If you are within 7 days of your first payment, ask and we refund it in full. You do not need to explain why. Email [email protected] from the address on the account.
After that window, payments already taken are not refunded, but nothing further is charged once you cancel and your bot keeps answering until the period you paid for ends.
What the window covers
The 7 days run from your first payment on a plan — the moment you stop being on a trial. It is a chance to find out whether the product works on your own site with your own content, which is not something a trial on sample data can tell you.
Renewals are not covered. A subscription that has already run for a month is a month you used, and the way to avoid the next charge is to cancel before it — see plans and limits for where the billing date sits.
Cancelling is not the same as a refund
Cancelling stops the next renewal. It does not end the period you already paid for, and it does not delete anything on its own — your bots, knowledge and conversation history stay until you delete them from Account & data.
You can cancel yourself from the billing page at any time. Nobody has to approve it and there is no retention call.
This is separate from the accuracy credit-back
The accuracy policy is a different promise with a different trigger: if the bot states something as fact that your own published content does not support, that month is credited back — whether or not you are inside the 7-day window, and however long you have been a customer.
The two do not cancel each other out. One is about changing your mind; the other is about the product failing at the job it is sold to do.
How refunds are paid
Payments are processed by Paddle, which acts as the merchant of record for HelpBrain. A refund goes back to the original payment method through Paddle, and how long it takes to appear is set by your bank or card issuer rather than by us — usually a few business days, sometimes longer.
Taxes collected on the original payment are refunded with it. Your invoices are available from the customer portal, reachable from the billing page.
Asking for one
Email [email protected] from the address on the account and say you want a refund. Including the workspace name helps but is not required. We do not ask for a reason, and there is no form.