Cancellation & Refund Policy

JestBot is offered on a subscription basis, billed monthly in advance through Razorpay. This policy explains, in plain terms, how cancellation works, what you keep access to and for how long, and the specific, limited situations in which a refund is issued. We’ve tried to write this the way we’d want it explained to us — no hidden asterisks, no support ticket required just to understand what happens when you click “Cancel plan.”

The short version: cancelling stops future billing but does not cut off access early, and refunds are reserved for payment errors rather than change-of-mind cancellations. The rest of this page explains why, and covers every edge case we could think of — downgrades, failed payments, disputes, and what happens if we ever suspend an account for a policy violation.

JestBot currently offers three tiers: Free (no payment, so nothing in this policy applies to it), Starter, and Pro. Starter and Pro are both recurring monthly subscriptions billed automatically until you cancel. Nothing in this policy applies to one-off purchases, because JestBot does not currently sell anything on a one-time basis — every paid feature is delivered as part of a recurring plan.

You can cancel a paid plan yourself, at any time, without contacting support, from Dashboard → Settings → Billing → Cancel plan. We ask you to confirm once, so you don’t cancel by accident, and then it’s done — there’s no retention flow, no “are you sure” discount offer, and no need to email anyone.

Cancellation takes effect immediately in the sense that auto-renewal is switched off right away — Razorpay will not attempt to charge your saved payment method on your next billing date. It does not immediately revoke access to the features you’ve already paid for in the current cycle; see Section 4 for exactly what that means.

If you signed up for billing help, or your card was declined and you want to cancel before a retry attempt goes through, you can also request cancellation via the contact page and we’ll process it manually, typically within one business day.

Cancelling does not delete anything and does not lock you out early. You keep full, uninterrupted access to your plan’s bots, documents, agent seats, teams, and monthly message quota for the rest of the billing period you’ve already paid for — right up to the date your next charge would otherwise have been due.

Once that date passes, three things happen automatically:

• Your account reverts to the Free plan’s limits (1 bot, 5 documents, 100 messages/month, Ollama-only, 0 agents).
• Any bots, documents, or agent seats you had beyond Free-plan limits are paused, not deleted. Paused bots stop responding on your site (the widget will show a “temporarily unavailable” state rather than answering) but their knowledge base, conversation history, and configuration are preserved exactly as they were.
• You can bring your account back within Free-plan limits yourself (e.g. by deleting extra bots) to reactivate the ones you keep, or re-subscribe at any time to restore everything at once — see Section 10.

We don’t auto-delete paused data after a fixed number of days at this time, but we recommend re-subscribing or exporting anything important if you plan to stay on Free for an extended period, since our policies on long-term dormant-data retention may change as the product matures.

If your renewal payment fails (expired card, insufficient funds, bank decline), we don’t cut you off instantly. Razorpay will attempt the charge again over the following few days, and your plan stays active during that retry window. If every retry fails, your account is treated the same way as a voluntary cancellation once the grace period ends — reverted to Free, extra bots and seats paused, nothing deleted.

JestBot does not offer partial-period, prorated, or “unused time” refunds when you cancel voluntarily partway through a billing cycle. Because you continue to have full access to everything the plan includes for the remainder of that cycle (Section 4), we treat the cycle as fully delivered — you paid for a month of access and you get a month of access, whether you use every day of it or cancel on day two.

This mirrors how most SaaS subscriptions work and is stated up front here, and again at the cancellation confirmation step in the dashboard, so there’s no surprise at the point of cancelling.

If you upgraded mid-cycle and received a prorated credit plus the first-upgrade discount described on our pricing page, that credit was already applied against the upgraded charge at the time — it is not separately reversed or refunded if you cancel afterward.

The situations below are genuine billing errors, not change-of-mind cancellations, and are eligible for a full refund:

• Charged but not upgraded — Razorpay confirms a successful charge, but a webhook or sync issue means your account was never actually moved to the paid plan.
• Duplicate charge — you were billed twice for the same billing cycle, for example due to a payment retry that succeeded after you’d already completed payment manually, or a double form submission during checkout.
• Charged after cancellation — your plan was charged on a renewal date after you had already successfully cancelled before that date.
• Clear technical error — you were charged the wrong amount due to a pricing or currency display bug on our end.

To request one of these refunds, contact us with your account email and the Razorpay payment ID (visible in your Razorpay payment confirmation email or your bank/card statement description) via the contact page. Once verified against our billing records, approved refunds are typically processed within 5–7 business days, and then take a few additional days to appear on your statement depending on your bank or card issuer.

To be explicit about the boundary, refunds are not issued for:

• Simply changing your mind after a successful, correctly-processed charge
• Not using the plan you paid for during the billing cycle
• Hitting a plan limit (message quota, document count, bot count) that was clearly stated on the pricing page before purchase
• Dissatisfaction with AI response quality — see our AI Output Disclaimer for why response quality isn’t guaranteed
• Third-party BYOK provider (OpenAI/Anthropic/Gemini/Groq/Mistral) charges — those are billed directly by that provider on your own account, entirely separate from your JestBot subscription

Downgrading from Pro to Starter, or from either paid plan to Free, follows the same timing rule as cancellation: your current tier’s access continues until the end of the period you’ve already paid for, and the new, lower plan only takes effect at the next billing date. There’s no partial refund of the price difference for the remainder of the current cycle when you downgrade.

Upgrading works differently and immediately — moving from Starter to Pro (or Free to either paid plan) takes effect right away, with the unused portion of your current cycle credited toward the upgrade and, on your first-ever upgrade, an additional 10% discount applied, as described on the pricing page.

If you cancelled and later want everything back, you can re-subscribe at any time from Dashboard → Settings → Billing. Paused bots, documents, and configuration are restored automatically as long as they haven’t been individually deleted in the meantime — reactivating does not require you to re-upload anything or rebuild bots from scratch.

If you dispute a charge directly with your bank or card issuer (a chargeback) instead of contacting us first, we’re required to respond to that dispute through Razorpay with our billing records, which can take longer to resolve than simply reaching out to us directly. We’d strongly prefer you contact support first for any billing issue — almost every case is resolved faster that way, and it avoids your card issuer potentially flagging your account during the dispute process. Accounts with an open, unresolved chargeback may have paid features suspended until the dispute is closed.

Pricing is shown and billed in INR by default. USD billing is available once international-payments approval is enabled on your account, as covered on the pricing page. Refunds are always issued in the same currency and to the same payment method the original charge was made with — we cannot redirect a refund to a different card, bank account, or currency.

If your account is suspended or terminated for violating our Acceptable Use Policy or Terms of Service, any remaining time in your current billing cycle is not refunded. This is distinct from a voluntary cancellation and reflects that the termination was a result of a policy breach rather than a billing dispute.

We may update this policy as the product and our payment processing evolve. If we make a material change that affects how existing subscriptions are billed or refunded, we’ll notify active paid subscribers by email in advance of it taking effect.

For cancellation help, a refund request, or a billing question not covered above, contact support with your account email and, if relevant, your Razorpay payment ID via the contact page. We aim to respond to billing queries within one business day.