Refund Policy

1. Overview

This Refund Policy applies to plan subscriptions and token purchases made through the enuchat platform. All payments are processed by Polar Software Inc. ("Polar"), a Delaware corporation, which acts as the Merchant of Record for all transactions. Refunds are processed by Polar. By making a purchase, you also agree to Polar's buyer terms. By making a purchase, you agree to this policy alongside our Terms and Conditions.

enuchat offers a Free plan that is free forever with no credit card required. Paid plans (Starter, Pro, Business) are activated immediately upon payment — there is no free trial period. The Free plan serves as your opportunity to evaluate the platform before upgrading.

2. Plan Subscriptions

Paid plans are billed monthly and renew automatically. Charges will recur each billing cycle until you cancel. When you upgrade from the Free plan, your subscription begins immediately and you gain instant access to your plan's features and token rate.

You may cancel your paid subscription at any time directly from your account dashboard — no email or support request is required. Cancellation is effective at the end of the current billing period; your account will revert to the Free plan at that time and you will not be charged again.

3. Token Purchases

Tokens are purchased separately from plan subscriptions. Tokens power AI features such as message translation, language detection, and AI auto-replies. Tokens are purchased in advance, added to your account balance, and never expire.

Plan subscriptions and token purchases are independent. Your plan determines the token rate (price per 1M tokens), but tokens themselves are a separate transaction.

4. 14-Day Money-Back Guarantee

In line with applicable consumer protection laws (e.g. the EU Consumer Rights Directive) and as a goodwill policy, we offer a 14-day money-back guarantee on all purchases:

Plan subscriptions

If you upgrade and decide it's not right for you, request a full refund within 14 days of the upgrade. Your account will revert to the Free plan.

Token purchases

If you have not used any tokens from a purchase, you may request a full refund within 14 days.

If you have used some tokens from a purchase, the refund will be calculated as follows: we refund the value of unused tokens at the rate you paid. For example, if you purchased 10M tokens at €4/1M (€40 total) and used 3M, the refund would be 7M × €4 = €28.

The corresponding tokens will be deducted from your account balance upon refund.

To request a refund within this period, simply contact us or Polar directly.

5. Refunds After 14 Days

After the 14-day guarantee period, refunds are not automatically available. However, we may consider refunds on a case-by-case basis in the following circumstances:

• Service outages: Extended downtime or service interruptions that prevented you from using purchased tokens
• Billing errors: Duplicate charges, incorrect amounts, or unauthorised transactions
• Technical issues: Platform bugs that resulted in tokens being consumed without delivering the expected service

Each request will be evaluated individually, and we reserve the right to approve or deny refunds at our discretion.

6. How to Request a Refund

To request a refund, please email us at info@enuchat.com with the following information:

• Your account email address
• Order number or transaction reference
• Reason for the refund request

We will acknowledge your request and aim to respond with a decision within 5 business days.

You may also contact Polar directly regarding payment disputes via their website.

To simply stop future charges without a refund, cancel from your account dashboard (see §2) — no email is required.

7. Refund Processing

Once a refund is approved:

• The refund will be processed within 5-10 business days
• The refund will be issued to the original payment method used for the purchase
• The corresponding tokens will be deducted from your account balance
• You will receive an email confirmation when the refund has been processed

Please note that the time it takes for the refund to appear in your account may vary depending on your payment provider or bank.

8. Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or payment provider. We are committed to resolving disputes fairly and promptly.

If a chargeback is filed without first contacting us:

• Your enuchat account may be suspended pending investigation
• Access to the Service may be restricted until the dispute is resolved
• We reserve the right to permanently terminate accounts involved in fraudulent chargebacks

9. Changes to This Refund Policy

We may update this Refund Policy from time to time. We will notify you of material changes by posting the updated policy on our website and updating the "Last updated" date. Changes will not apply retroactively to purchases made before the update.

10. Contact Us

If you have questions about this Refund Policy or need to request a refund, please contact us at:

• Company: Kiran Sp. z o.o.
• Brand: enuchat
• NIP: 5342580173
• KRS: 0000723560
• Email: info@enuchat.com
• Address: Działkowa 95/10, 05-808 Pruszków, Poland