Refund Policy
Last updated: September 21, 2026
1. Our Guarantee — 60-Day Money-Back
We stand behind CoSupport AI with a 60-day money-back guarantee. If you're not satisfied with the service, contact us for a full refund of your credit pack purchase.
Performance Guarantee: If CoSupport AI doesn't resolve at least 60% of your support tickets within 60 days of your first credit pack purchase, we'll refund your entire purchase — no questions asked. To claim this guarantee, email support@cosupport.ai with your ticket volume and resolution rate data.
2. Standard Refund Eligibility
Given the digital and immediate nature of our AI service, the following refund terms apply to credit pack purchases:
| Scenario | Refund Eligibility |
|---|---|
| Unused credits within 7 days of purchase | ✅ Full refund |
| Duplicate charge (billing error on our part) | ✅ Full refund |
| 60-day performance guarantee claim | ✅ Full refund |
| Statutory right (EU/UK 14-day cooling-off, first purchase) | ✅ Full refund (expires upon first use) |
| Credits already consumed | ❌ Not eligible |
| Purchase made more than 7 days ago (unless 60-day guarantee) | ❌ Not eligible |
| Account terminated for violation of Terms or AUP | ❌ Not eligible |
3. How to Request a Refund
To request a refund, contact our support team:
- Email: refunds@cosupport.ai
- Include: Your account email address, transaction ID (provided in your purchase confirmation), and reason for the refund request
- 60-day guarantee claims: Include documentation of your ticket volume and AI resolution rates
We aim to confirm all refund requests within 2 business days. Approved refunds are processed within 5–10 business days to your original payment method.
4. Refund Processing
- All payments for AI credit packs are processed through Waffo Pancake and Creem, our payment processors and Merchant of Record (MoR)
- Approved refunds are returned to the original payment method (credit card or other)
- You will receive a confirmation email when the refund is processed
- Refunds typically appear within 5–10 business days depending on your payment provider
5. Cancellation vs. Refund
Cancellation: You can stop using CoSupport AI at any time through your account settings or by contacting support. Cancellation does not automatically trigger a refund — you must submit a refund request separately.
Refund: A refund returns money to your original payment method. If you cancel but do not request a refund, no money is returned, but future charges stop (credit packs are one-time purchases with no recurring billing).
6. Chargebacks
If you dispute a charge through your bank or payment provider without first contacting us, your account may be suspended pending resolution. Please contact our support team before initiating any chargeback — we will work with you to resolve any billing concerns.
7. Contact
For refund requests or questions about this policy:
Refund requests: refunds@cosupport.ai
General support: support@cosupport.ai
Response time: Within 2 business days for refund inquiries