Refund Policy

1. Monthly plans

You can cancel a monthly plan at any time. It stays active until the end of the current billing month and is not renewed. Partial months are not refunded.

2. Yearly plans

If you cancel a yearly plan within 14 days of the first payment, we refund the full amount, minus any AI resolutions used above the free 500. After 14 days, the plan stays active until the end of the term and is not renewed.

3. Removing seats

When you remove a seat, the unused part of the billing period is added as credit to your next invoice. Credits are not paid out as cash.

4. AI resolutions

Extra AI resolutions are billed for conversations the AI actually closed. If you believe a conversation was counted by mistake, for example the customer asked for a person within 24 hours, tell us within 30 days of the invoice and we will review it.

Confirmed billing errors are corrected in full on your next invoice or refunded to the original payment method.

5. Service problems

If a major outage on our side stops your team from using the platform for more than 24 hours in a billing month, we credit the affected days.

6. How to ask

Workspace owners can raise a refund or billing request through the Sorting Office. We reply within 2 working days and process approved refunds within 7 to 10 working days.