Refund Policy

Length

15 days, once for each account, on any plan except Custom, which has no trial.

Payment method

A payment method, such as a card, is required to start the trial. It is not charged during the trial.

Stopping

Stop the trial in Plan & Billing at any time before it ends. Nothing is charged. You keep the plan until the day the trial would have ended, and your account then moves to Free and keeps its settings and knowledge base; conversation transcripts then follow the Free retention window of 15 days, and older ones are deleted.

Reminder

We email you 3 days before the trial ends, with the date and the amount. Stripe, the seller of record (shown to you as “Sold through Link”), also sends its own emails: one when the trial starts and, for a trial longer than 7 days, a reminder before it ends.

If you do not stop it

Your payment method is charged on the day the trial ends and the plan continues. That first payment is a payment like any other under this policy: if you did not mean to keep the plan, you can ask for a full refund within 14 days of it.

You can cancel at any time in Plan & Billing. Cancelling stops the next payment; it does not refund the one you have already made. To get that payment back, ask for a refund within 14 days of it (section 04).

What happens

The plan runs to the end of the period you have paid for: the month, or the year on an annual plan. No further payment is taken. Then your account moves to Free and keeps its settings and knowledge base; conversation transcripts then follow the Free retention window of 15 days, and older ones are deleted.

After 14 days

Once 14 days have passed since the payment, the rest of the period you have paid for is not refunded, including the remaining months of an annual plan.

Changed your mind

Choose “Keep my plan” in Plan & Billing before the plan ends and the cancellation is undone.

Closing your account

Closing or deleting your account stops the subscription at once, and the plan ends with it. If your last payment was within the past 14 days you can ask for it to be refunded; after that the rest of the paid period is not refunded.

A failed payment

If a payment fails, your plan keeps running for 7 days while the payment is tried again and you can update your payment method. If no payment has gone through by then, your account moves to Free. Nothing is owed for a period that was not paid.

A change of plan applies at once. The price difference for the rest of the current period is worked out to the minute and settled through Stripe. That is an adjustment between two plans, not a refund of a payment. During a trial a change costs nothing, and the new plan’s price applies when the trial ends.

Within 14 days of any payment you can ask for a full refund. You do not need to give a reason. When we refund it, we also end the subscription that payment was for, and your account moves to Free and keeps its settings and knowledge base; conversation transcripts then follow the Free retention window of 15 days, and older ones are deleted.

After those 14 days, payments are not refunded, with these exceptions:

• A payment taken by mistake. For example you were charged twice, charged after a cancellation had taken effect, or charged for a subscription you did not start. We refund the amount in full, whenever you tell us.
• A new subprocessor you object to. If you object under section 07 of the Data Processing Agreement and we cannot offer you a reasonable alternative, you may terminate the subscription, or the part of the service concerned, with immediate effect, and we refund the unused remainder of the period you have already paid for.
• Where the law gives you a refund. For example the right of withdrawal in section 06 of the Terms, which applies only to someone who contracts as a consumer.

Plans we invoice ourselves. The same rules apply to a plan that is not paid through Stripe, with the 14 days counted from the date of the payment: moving to Free takes effect at once, and after those 14 days fees already paid are not refunded pro rata, except in the cases above. We pay a refund for such a plan by bank transfer, back to the account the payment came from.

Ask

Write to contact@serlion.com from the email address of your account and name the payment. A withdrawal under the Terms goes to legal@serlion.com.

Paid out by

Stripe, which is the seller of record for the payment, pays a refund to the payment method that was used. The refund includes the tax you paid on that payment. It can take some days to show on your statement.

Refunds Stripe makes

Stripe can also refund a payment by itself: when the law requires it, when we do not answer one of its refund requests within 48 hours, or at its own discretion within 60 days of the payment. You can also ask Link’s support for a refund through the link in your receipt. A payment refunded this way is a refunded payment like any other under this policy: we may end the subscription that payment was for, and your account then moves to Free.

Our promise stands

Stripe’s and Link’s own rules cannot reduce what this policy promises. The full refund within 14 days of a payment stands, even where their rules would give you less.

Your payments

Invoices and receipts are in the customer portal: Plan & Billing, “Manage payment”.

This policy does not limit any right you have by law that cannot be waived. Serlion is offered to businesses, but if you contracted as a consumer anyway, the right of withdrawal in section 06 of the Terms applies to you.