Refund Policy

Matoffo OÜ ("we," "us," or "our") strives to provide high-quality AI services through ByChat. We believe in transparency regarding our billing and cancellation practices.

Our order process is conducted by our online reseller, Paddle. Paddle is the Merchant of Record for all our orders. Paddle handles all customer service inquiries related to payments and returns.

1. 1. Subscription Cancellation
   You can cancel your subscription at any time.
   • How to Cancel: You can cancel your subscription through your account settings or by using the link provided in your invoice email from Paddle.
   • Effect of Cancellation: If you cancel before the end of your current billing cycle (monthly or annual), your access to the Service will continue until the end of that period. You will not be charged again, but no refund will be issued for the remaining days.
2. 2. No Refunds Policy
   
3. Except as required by applicable law or under the limited circumstances described in Section 3, all fees paid are non-refundable.
   • Pay-as-you-go / Credits: Any purchase of one-time credits or tokens is final and non-refundable.
   • Unused Features: We do not provide refunds or credits for partially used subscription periods, accidental purchases, or dissatisfaction with the AI output quality (given the probabilistic nature of AI).
4. 3. Exceptions (Technical Issues)
   
5. While our general policy is "no refunds", we (via Paddle) may issue a refund at our sole discretion in the following specific cases:.
   • Double Charge: If you were charged multiple times for the same billing period due to a technical error.
   • Service Failure: If the Service was completely inaccessible for an extended period (more than 24 hours) due to a failure on our end, preventing you from using your subscription.
6. 4. EU, UK, and Turkey Consumers – Waiver of Right of Withdrawal
   
7. If you are a consumer located in the European Union (EU), the United Kingdom (UK), or Turkey, you typically have a statutory right to withdraw from a distance contract within 14 days. However, by registering for an account and immediately accessing our digital services (AI Agents), you expressly consent to the immediate performance of the contract and acknowledge that you lose your right of withdrawal once the service has started. Therefore, purchases of ByChat subscriptions and credits are final and not subject to the 14-day cooling-off period.
8. 5. How to Request a Support
   If you believe you have been charged in error (e.g., duplicate charge), please contact us or Paddle immediately.
   • For Product/Access Issues: Email contact@bychat.ai.
   • For Payment/Billing Issues: Contact Paddle directly via paddle.net.
9. 6. Chargebacks and Disputes
10. Please contact our support team before initiating a chargeback with your bank. Unjustified chargebacks (claiming "fraud" for a legitimate subscription you forgot to cancel) are a violation of our Terms. We reserve the right to dispute such chargebacks with evidence of your usage and may permanently ban your account from future use of our services.