Refund Policy

This policy says when we refund a payment and how to ask. It is part of our Terms of Service, and your purchase is made with QuarTEQ LLC, a limited liability company registered in the State of Georgia, USA, at 11720 Amber Park Dr Ste 160, Alpharetta, GA 30009, USA. To ask for a refund, email [email protected].

At a glance

Everything below explains these rows. Outside them, payments are not refunded, except where the law says otherwise or where we end or withdraw something you paid for (see “When we change or end the service”).

Cancelling is not the same as a refund

You can cancel Pro at any time from Manage subscription in your dashboard. Cancelling stops the next payment; Pro then continues until the end of the period you have paid for, and you move to Free after that. Cancelling does not by itself return money already paid. If you want a refund that this policy allows, ask us as well.

Cancel before the renewal date to avoid being charged again. Yearly plans renew once a year, on the anniversary of the first payment, until you cancel.

Yearly Pro

Yearly Pro is paid once for twelve months and gives you the same monthly conversations as monthly Pro, refilled each month through the year.

• First payment: 14 days. If yearly Pro is not right for you, ask within 14 days of paying and we will refund the whole payment, whether or not you used the service.
• Renewal: 7 days. If your plan renews and you did not mean it to, ask within 7 days of the renewal payment. We refund it in full provided the renewed year has not been used — that is, the assistant has handled no conversations since the renewal. If it has, we cannot refund the renewal.
• After that. The year is not refunded in part and we do not pro-rate the months you have not used, except where the law requires it or we end or withdraw the service as set out below. You keep Pro, and cancel to stop the next renewal.

Switching from monthly to yearly, or back, is done by cancelling and subscribing again at the new interval. A payment already made is treated under the rules for its own interval.

Monthly Pro

Monthly Pro is paid month by month, so there is little to refund. We refund the first monthly payment in full if you ask within 7 days of it. After that, each month is not refunded once it has started, and we do not refund part of a month. You can cancel at any time, and Pro continues to the end of the month you paid for.

Top-ups

Top-up conversations never expire. If you change your mind, ask within 14 days of buying and we will refund the conversations you have not used, in proportion to what you paid. Conversations the assistant has already used are not refunded. When a top-up is refunded we remove the refunded conversations from your balance, as far as they are still unspent.

Charges made in error

If we charged you twice, charged the wrong amount, or charged for a plan you did not choose, we will correct it and refund the difference in full. Tell us within 60 days of the charge, with the date and amount, and we will investigate. This does not depend on the windows above.

When we change or end the service

If we remove a material feature you rely on, or discontinue the service, we refund the part of a prepaid period you have not had, pro rata, as our Terms describe in sections 2 and 11. If we raise the price of an existing paid plan, we give at least 30 days’ notice, and you can cancel before it takes effect.

What happens to your account

When we refund a Pro payment, Pro ends and your business moves to the Free plan. What was left of the monthly allowance is not kept beyond what Free includes. Conversations you bought separately are kept unless they were themselves refunded. Your assistants, conversations and settings are not deleted, and you can subscribe again later.

How to ask for a refund

Email [email protected] from the address on your Arvin account, or mention that address if you write from another. Please include:

• your business name and the website your assistant is on;
• which payment — the date and amount from your receipt or invoice;
• and, if you like, why. A reason is not required for the windows above, but it helps us improve.

We aim to reply within two business days. If a request is within this policy we approve it and refund it; if it is not, we say why. You can see your payments and invoices at any time in the billing portal.

How a refund is paid

• To the original payment method, in the currency you were charged in. We cannot pay a refund to a different card, account or person.
• Timing. We start the refund within 5 business days of approving it. Your bank or card issuer then usually takes a further 5 to 10 business days to show it.
• Tax. A refund includes any tax we collected on that payment.
• Currency and bank fees. If your card converts the currency, the amount you get back can differ by the rate on the day. Any conversion or international fee your bank added belongs to the bank, and we cannot refund it.

Where we may decline

We may decline a refund if there is evidence of fraud or abuse of the policy — for example, repeatedly buying, using and refunding the same plan — or if the payment was already refunded or charged back. We will tell you why.

Disputing a charge with your bank

Please write to us first. A refund through us is usually faster than a chargeback, and a chargeback may lead us to suspend the account while it is resolved.

Your legal rights

This policy does not limit any right you have under the law where you live that cannot be waived, including any statutory cancellation or refund right a consumer may have. Where such a right gives you more than this policy does, the law applies.

Changes to this policy

We may update this policy. A change applies to payments made after it takes effect, and the version in force when you paid applies to that payment. The date at the top shows when it last changed.