Refund Policy

1. Overview

At Cartio, we are committed to your satisfaction. This Refund Policy outlines the conditions under which refunds may be issued for our abandoned cart recovery services.

We encourage you to take advantage of our free trial period to evaluate whether Cartio is the right solution for your business before committing to a paid subscription.

2. Free Trial Period

We offer a free trial period to allow you to test our service before making a financial commitment:

• Trial duration is clearly specified during signup (typically 7-14 days)
• Card details are collected at signup; you are not charged until your trial ends
• Full access to all features during the trial period
• You can cancel anytime during the trial with no charges
• After trial ends, subscription automatically converts to paid plan unless canceled

3. Refund Eligibility

3.1 Eligible for Refund

You may be eligible for a refund in the following circumstances:

• Technical Issues: Service is unavailable for more than 48 consecutive hours due to our technical failures
• Billing Errors: You were charged incorrectly due to a system error
• Duplicate Charges: You were charged multiple times for the same subscription period
• Service Not as Described: Core features advertised are not available or not functioning (must be reported within 7 days of purchase)
• Early Cancellation: First-time subscribers may request a pro-rated refund within 7 days of initial subscription

3.2 Not Eligible for Refund

Refunds will NOT be issued in the following cases:

• Change of mind after the 7-day window
• Failure to cancel subscription before renewal
• Low usage or non-usage of the service
• Dissatisfaction with cart recovery rates (our AI optimizes outreach, but results vary by store, offer, and audience)
• Third-party service failures (Shopify, Twilio, payment processors)
• Violation of our Terms of Service resulting in account termination
• WhatsApp/SMS/Voice message credits (usage-based charges are non-refundable)
• Renewals beyond the first billing cycle

4. Refund Request Process

4.1 How to Request a Refund

To request a refund, follow these steps:

1. Contact our support team at support@cartio.ai
2. Include your account email, order/invoice number, and reason for refund request
3. Provide any supporting documentation (screenshots of errors, technical issues, etc.)
4. Our team will review your request within 3-5 business days
5. You will receive an email notification regarding the decision

4.2 Required Information

Please include the following in your refund request:

• Full name and account email address
• Invoice number or transaction ID
• Date of charge
• Detailed explanation of why you're requesting a refund
• Any evidence supporting your claim (for technical issues)

5. Refund Processing

5.1 Review Timeline

All refund requests are reviewed within 3-5 business days. We may contact you for additional information if needed to process your request.

5.2 Refund Method

Approved refunds will be processed using the original payment method:

• Credit/Debit card refunds: 5-10 business days
• Bank transfers: 7-14 business days
• Mobile wallets: 3-7 business days

Note: Processing times may vary depending on your bank or payment provider.

5.3 Partial Refunds

In some cases, we may issue partial refunds on a pro-rated basis:

• For eligible cancellations mid-billing cycle (first subscription only)
• When service was partially available during the billing period
• At our discretion for exceptional circumstances

6. Cancellation Policy

6.1 How to Cancel

You can cancel your subscription at any time through your account dashboard or by contacting support.

6.2 Effect of Cancellation

• Cancellation takes effect at the end of your current billing period
• You retain access to the service until the end of the paid period
• No refund is issued for the remaining days of the current billing cycle (except as per 7-day policy)
• Your data will be retained for 30 days after cancellation, then permanently deleted

7. Disputed Charges

If you notice an unauthorized or incorrect charge:

1. Contact us first: Please reach out to our support team before initiating a chargeback
2. We'll investigate: Most billing issues can be resolved quickly through direct communication
3. Chargebacks: Chargebacks may result in immediate account suspension and may affect future service eligibility

8. BYOT (Bring Your Own Twilio) Credits

If you use our BYOT (Bring Your Own Twilio) plan:

• Twilio usage charges are billed directly by Twilio to your account
• Cartio cannot refund Twilio charges
• For Twilio-related billing issues, please contact Twilio support
• Subscription fees for the BYOT plan follow our standard refund policy

9. Special Circumstances

We understand that exceptional circumstances may arise. If you have a unique situation not covered by this policy, please contact us at support@cartio.ai.

We will review requests on a case-by-case basis and work with you to find a fair solution.

10. 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. Continued use of the service after changes constitutes acceptance of the updated policy.