Refund & SLA

This page explains how billing works, what happens when you cancel, and what you can expect from SimpledAId's availability. These terms apply to all customers of Simpled Tech Limited and form part of our Terms of Service.

1. Free and reverse trials

Where a free trial or reverse trial is offered, it is subject to the limits stated at sign-up. At the end of a trial period, your account will either convert to a paid plan or deactivate, as described in the trial terms. No charge is made until a paid subscription begins.

2. How billing works

Monthly subscriptions are billed in advance at the start of each billing period. You pay for the coming month before it begins.

Per-resolution and overage charges are billed in arrears at the end of the billing period. A "resolution" is a positively-signalled resolved conversation as defined in your plan. Silence — a shopper who stops responding without a positive resolution signal — is never billed as a resolved conversation. We bill only for genuine, confirmed resolutions.

Taxes. All fees are stated exclusive of VAT and any other applicable taxes. Where VAT or a similar tax applies to your subscription, it will be added at the applicable rate and shown on your invoice.

3. Pricing changes

We may change subscription prices on renewal. We will give you at least 30 days' notice before a price change takes effect. You may cancel before the new price applies if you do not wish to continue at the new rate. Promotional pricing (such as a first-month discount) applies for the stated period and then reverts automatically to the current standard price for your plan — this reversion is not a price change for the purposes of this notice period.

4. Cancellation

You may cancel your subscription at any time. To cancel, use the account settings in the SimpledAId dashboard or contact us at [email protected]. Your cancellation must be received before your next renewal date to avoid being charged for the following period.

On cancellation, your access to the Service continues until the end of the period you have already paid for. After that, your account is deactivated and your data is handled in accordance with our Data Processing Addendum (deleted or returned on request).

5. Refunds

Subscription fees are non-refundable except where required by applicable law or expressly stated at sign-up (for example as part of a specific trial guarantee). Because subscriptions are billed in advance and access begins immediately, we do not offer pro-rated refunds for unused time within a billing period.

If you believe a charge has been made in error, contact us within 30 days of the charge at [email protected] and we will investigate promptly.

These refund terms do not affect any statutory rights you may have under applicable law.

6. Service availability

We aim for high availability and work to industry-standard practice. The Service is provided on a commercially reasonable best-efforts basis. We do not offer a separate written service-level agreement (SLA) unless one is expressly agreed in writing as part of your plan.

We may perform scheduled maintenance, with advance notice where practicable. Unplanned outages can occur. We will communicate significant incidents via our status page or by email and will work to restore service promptly. We are not liable for lost revenue, data or other consequential loss arising from downtime, within the limits of the Terms of Service §10.

7. Questions

For billing queries, refund requests or anything else covered on this page, please contact [email protected]. We aim to respond within two business days.

Related: Terms of Service · Privacy Policy.