Refund Policy

1. Overview

This Refund Policy applies to all subscription plans and services purchased through TideReply. We want you to be satisfied with our service, and we handle refund requests fairly and transparently.

2. General Policy

TideReply is a digital service that begins processing immediately upon activation. When you subscribe, we provision your account, set up AI infrastructure, and begin generating embeddings from your knowledge content — these operations incur real costs from our AI providers (OpenAI for embeddings, Anthropic for language model responses).

For this reason, subscription fees are generally non-refundable once your account has been activated and the service has been made available to you.

3. Money-Back Guarantee

We offer a 14-day money-back guarantee for first-time subscribers. If you are not satisfied with TideReply within the first 14 calendar days of your first payment, you may request a full refund — no questions asked. See our Money-Back Guarantee page for full details.

4. Eligible Refund Exceptions

Beyond the money-back guarantee period, we may issue refunds in the following circumstances:

• Extended technical failure: The Service was substantially unavailable or non-functional for more than 48 consecutive hours due to an issue on our end.
• Billing error: You were charged an incorrect amount due to a system error.
• Duplicate charge: You were charged more than once for the same billing period.
• Unauthorized charge: A charge was made without your authorization (subject to verification).
• Service not as described: The Service materially failed to deliver core functionality as described at the time of purchase.

5. How to Request a Refund

To request a refund, email us at billing@tidereply.com with the following information:

• The email address associated with your TideReply account.
• The reason for your refund request.
• The date of the charge in question.

We will review your request and respond within 2 business days.

6. Refund Processing

Approved refunds are processed within 5–10 business days and returned to the original payment method used for the purchase. The exact timing depends on your payment provider or bank.

7. Cancellation vs. Refund

Cancelling your subscription is different from requesting a refund. When you cancel:

• Your subscription will remain active until the end of the current billing period.
• No further charges will be made after the current period ends.
• Cancellation alone does not entitle you to a refund for the current billing period.

You can cancel your subscription at any time from your dashboard settings.

8. Chargebacks

We encourage you to contact us directly before initiating a chargeback with your payment provider. We are committed to resolving disputes fairly and promptly. Chargebacks initiated without first contacting us may result in account suspension pending investigation.

9. EU Consumer Rights

If you are a consumer in the European Union, you have a 14-day right of withdrawal under the Consumer Rights Directive. By using TideReply and consenting to the immediate provision of the digital service, you acknowledge that this right of withdrawal may be limited once the service has been fully provided. Our 14-day money-back guarantee meets or exceeds this statutory requirement.

10. Non-Refundable Items

• Setup or onboarding fees, if applicable.
• Custom development work or professional services.
• Billing periods during which the Service was available and accessible to you.
• Add-on purchases or one-time feature charges.

11. Contact

For all refund-related inquiries, contact us at billing@tidereply.com.