Refund & Cancellation Policy

1. Free Trial

14-Day Free Trial

• Duration: 14 days from account creation
• Credit Card: Not required to start trial
• Features: Full access to Starter plan
• Conversion: Automatically converts to paid plan after 14 days

2. Refund Eligibility

Monthly Plans

• First 14 Days: Full refund, no questions asked
• After 14 Days: Pro-rated refund for unused portion
• Example: Cancel on day 20 of 30-day month → 10/30 refund

Annual Plans

• First 30 Days: Full refund
• After 30 Days: Pro-rated refund minus 20% early termination fee
• Example: Cancel after 6 months of 12-month plan → (6/12 × price) - 20% fee

Non-Refundable Situations

• Violation of Terms of Service
• Fraudulent or abusive use
• Chargebacks initiated without contacting us first
• Accounts suspended for prohibited activities

3. How to Request a Refund

Self-Service Cancellation

1. Log into your dashboard at hellosolva.com/dashboard
2. Go to Settings → Billing
3. Click "Cancel Subscription"
4. Follow the cancellation flow
5. Refund processed automatically within 5-7 business days

Contact Support

For refund requests or questions:

• Email: [email protected]
• Response Time: Within 24 hours (business days)
• Include: Account email, reason for refund, transaction date

4. Cancellation Policy

How to Cancel

• Cancel anytime from your dashboard
• No phone call or email required
• No cancellation fees
• No retention calls or pressure

When Cancellation Takes Effect

• Immediate: Access ends immediately (if selected)
• End of Period: Access continues until billing period ends (default)
• Refund: Processed within 5-7 business days

What Happens After Cancellation

• Service Access: Ends per your choice above
• Data Export: Available for 90 days
• Data Deletion: Automatic after 90 days
• Reactivation: Available within 90 days (same account)

5. Service Credits

When Credits Apply

We offer service credits (not refunds) for:

• Extended Outages: Service unavailable >4 consecutive hours
• Data Loss: Caused by our systems (not user error)
• Security Breaches: Affecting your account

Credit Amounts

How to Claim Credits

1. Email [email protected]
2. Include: Date, time, duration of issue
3. We investigate within 5 business days
4. Credit applied to next invoice

6. Billing Disputes

Before Filing a Chargeback

We ask that you contact us FIRST before filing a chargeback with your bank:

• Most billing issues can be resolved quickly
• Chargebacks incur $25 fee (waived if we're at fault)
• Account may be suspended during dispute
• We respond within 24 hours to billing inquiries

Chargeback Process

1. File chargeback with your bank/card issuer
2. We receive notification from Stripe
3. Account suspended pending resolution
4. We provide evidence to bank
5. Bank makes final decision (typically 30-60 days)
6. If we win: chargeback fee applies
7. If you win: no fee, account restored

7. Plan Changes & Upgrades

Upgrading

• Upgrade anytime from dashboard
• Prorated credit for unused time
• New plan features activate immediately
• No cancellation needed

Downgrading

• Downgrade effective next billing cycle
• Current plan continues until period ends
• No refunds for mid-cycle downgrades
• Features reduced at next cycle

Overages

• Exceeding conversation limits incurs overage fees
• Rate: $0.20 per conversation over limit
• Notification at 80% and 100% of limit
• Automatic upgrade option available
• Overage fees appear on next invoice

8. Special Circumstances

Medical/Family Emergencies

We offer extended pauses (up to 3 months) for emergencies. Contact [email protected] with documentation.

Business Closure

If your business is closing, we offer pro-rated refunds regardless of plan terms. Contact billing with documentation.

Dissatisfaction

Not happy with Solva AI? We want to fix it:

• First 14 days: Full refund, no questions
• After 14 days: We'll work to resolve issues
• Still not satisfied: Pro-rated refund available

9. Contact Information

Billing & Refund Questions:

Email: [email protected]
Support: [email protected]
Response Time: Within 24 hours (business days)
Hours: Monday-Friday, 9am-6pm EST