Refund Policy — Concier (tryconcier.com)

1. Overview

At Concier, we want you to feel confident trying and using our product. This Refund Policy explains when you are eligible for a refund, how to request one, and how we handle disputes. By subscribing to any Concier plan, you agree to this policy.

2. Before You Subscribe

Review the tryconcier.com pricing page and your plan's monthly session allowance before paying. The live widget on your site requires an active subscription processed through Razorpay. If we advertise a promotion, trial, or demo, its rules will be stated at checkout or on the site at that time. In general, once a paid subscription has started, the policies below apply.

3. Monthly Subscriptions

Monthly plans are non-refundable. When you subscribe to a monthly plan:

• You are billed upfront for the current billing month
• If you cancel, your access continues until the end of the paid period and your subscription does not renew
• No partial refunds are issued for unused days within a billing month
• Downgrading to a lower plan mid-cycle does not trigger a refund for the difference; the lower rate applies from the next billing cycle

We recommend canceling at least 24 hours before your renewal date to avoid being charged for the next cycle.

4. Annual Subscriptions

Annual plans come with a 14-day money-back guarantee from the date of purchase.

• If you are unsatisfied for any reason within the first 14 days, contact us and we will issue a full refund — no questions asked
• After 14 days, annual subscriptions are non-refundable
• If you cancel an annual plan after 14 days, your access continues until the end of the annual period; no prorated refund is issued for remaining months

5. Eligible Exceptions

Outside of the standard policy above, we may issue a refund at our discretion in the following situations:

5.1 Extended Service Outage

If Concier experiences a verified outage lasting more than 24 consecutive hours that is directly caused by our infrastructure — not by third-party providers such as OpenAI, Cloudflare, or Supabase — you may be eligible for a prorated credit or refund for the affected period.

5.2 Duplicate Charges

If you were charged more than once for the same billing period due to a billing system error, we will refund the duplicate charge in full immediately upon verification.

5.3 Charge After Cancellation

If you were charged after successfully canceling your subscription and have confirmation of the cancellation, we will refund that charge in full.

5.4 Unauthorized Charge

If a charge occurred on your account that you did not authorize and you report it to us promptly, we will investigate and refund if confirmed.

6. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• You forgot to cancel before the renewal date
• You no longer need the product or found an alternative
• You did not use the service during the billing period
• You experienced issues caused by your own misconfiguration of the widget or knowledge base
• You experienced degraded AI response quality due to third-party model providers (e.g., OpenAI downtime or model changes)
• You violated the Terms of Service and your account was suspended or terminated as a result
• You are requesting a refund after the eligible window has passed

7. Session Limits and Billing Accuracy

Plans include a monthly session allowance; we do not currently charge automatic per-session overage fees beyond that cap. If you believe you were incorrectly charged (wrong amount, duplicate charge, or charge after cancellation), contact us — we will investigate and correct confirmed billing errors.

• Disputes about session counts or cap enforcement (e.g. bot traffic, spam, or a suspected product bug) are reviewed case by case; if we confirm a Concier-side error, we may issue a credit or refund at our discretion

8. How to Request a Refund

To request a refund, email us at vantageharbour@gmail.com with the following:

• Your registered email address
• The date of the charge
• The reason for your refund request
• Any supporting details (screenshots, cancellation confirmation, etc.)

We will acknowledge your request within 2 business days and aim to resolve it within 5 business days. If approved, refunds are processed through Razorpay to your original payment method where possible; timing depends on banks, card networks, UPI, or wallets (often on the order of several business days).

9. Chargebacks

We ask that you contact us before initiating a chargeback or payment dispute with your bank, card network, UPI/bank app, or through Razorpay. Most issues can be resolved quickly and directly. Opening a dispute without first contacting us may result in:

• Immediate suspension of your Concier account
• Being flagged as ineligible for future refunds
• Dispute resolution costs being passed on to you if the chargeback is found to be unwarranted

If you have a legitimate concern, we will always work with you to resolve it fairly.

10. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated effective date. Material changes will be communicated via email at least 14 days before they take effect. Continued use of the service after the effective date constitutes acceptance of the revised policy.

11. Contact

For refund requests or billing questions:

ConcierEmail: vantageharbour@gmail.com
Website: tryconcier.com

See also our Terms of Service and Privacy Policy.