Refund Policy

1. Free Trial

SupportHQ offers a free trial so you can evaluate the Service before committing to a paid subscription. We encourage you to fully explore the features during your trial period. No payment is required during the trial, and you may cancel at any time before the trial ends without being charged.

2. Subscription Cancellations

2.1 Monthly Plans

You may cancel your monthly subscription at any time through your account settings. Your cancellation will take effect at the end of the current billing cycle. You will continue to have access to the Service until the end of the period you have already paid for. No partial-month refunds are provided.

2.2 Annual Plans

Annual subscriptions are billed upfront for the full year. You may cancel at any time, but the cancellation takes effect at the end of the annual billing period. No pro-rated refunds are provided for unused portions of the annual term.

3. Refund Eligibility

As a general policy, all fees paid to SupportHQ are non-refundable. This includes, but is not limited to:

• Partial months or years of service
• Upgrade or downgrade of subscription plans
• Unused features or message credits
• Accounts that have been suspended for violation of our Terms of Use

4. Exceptional Circumstances

We understand that exceptional situations arise. We may, at our sole discretion, consider refund requests in the following cases:

• Duplicate charges: If you were accidentally charged more than once for the same billing period, we will refund the duplicate amount.
• Service unavailability: If the Service experienced significant, extended downtime that materially impacted your ability to use it, you may request a credit or partial refund.
• Billing errors: If you were charged after a valid cancellation was submitted before the renewal date, we will process a full refund.

Refunds granted under exceptional circumstances are limited to a maximum of three (3) months of service fees.

5. How to Request a Refund

To request a refund, please contact our support team at support@supporthq.ai within 30 days of the charge in question. Include your account email, the date of the charge, and a description of the issue. We will review your request and respond within 5 business days.

6. Refund Processing

Approved refunds will be processed to the original payment method within 5–10 business days. Depending on your bank or credit card provider, it may take an additional billing cycle for the refund to appear on your statement.

7. Plan Changes

If you downgrade your plan, the change takes effect at the start of your next billing cycle. No refund or credit is issued for the difference between plan tiers during the current cycle. If you upgrade your plan, you will be charged the pro-rated difference for the remainder of the current billing cycle.

8. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Material changes will be communicated via email or through the Service.

9. Contact Us

If you have questions about this Refund Policy, please contact us at:

• Email: support@supporthq.ai
• Website: supporthq.io