Refund Policy

1. Money-back guarantee on your first purchase

If you are not satisfied with your first purchase of a paid plan, whether billed annually or monthly, you can request a full refund within 14 days of the initial payment. The guarantee applies once per organization and also covers add-ons bought in the same transaction. When the refund is issued, the subscription is cancelled and the organization moves to the Free plan.

2. After the money-back period

After the money-back period, payments are non-refundable. We do not provide refunds or credits for partial billing periods, unused time, unused responses or quota, or downgrades, except where required by law or stated otherwise in this policy.

3. Renewals

Subscriptions renew automatically at the end of each billing period. To avoid being charged for the next period, cancel before the renewal date. Renewal payments are not covered by the money-back guarantee.

4. Cancellations, downgrades and upgrades

• Cancellations and downgrades take effect at the end of the current billing period. You keep the features of your current plan until then, and no prorated refund is given for the remaining time.
• Upgrades take effect immediately; Paddle charges the prorated difference for the rest of the current period.

5. Exceptions

• Duplicate charges and billing errors are refunded in full.
• If we end the Service for you or discontinue the Service without cause, we refund the fees you have prepaid for the period after termination.
• If we terminate your account because you breached our Terms of Service, no refund is given.
• We may grant other refunds at our discretion; doing so does not create an obligation to do the same in the future.

6. How to request a refund

Use the link in the receipt email you received from Paddle, or look up your order at paddle.net. You can also write to us at support@getsurvai.com with the email address used for the purchase and the order number shown on your receipt. Approved refunds are issued by Paddle to the original payment method, including any tax charged; how long they take to appear depends on your bank or payment provider.

7. Chargebacks

If you think a charge is wrong, please contact us or Paddle first so we can resolve it quickly. While a chargeback or payment dispute is open, we may suspend the paid features of the account.

8. Your statutory rights

Survai is intended for business use. Nothing in this policy affects rights you have under applicable law that cannot be excluded by contract. Where you are treated as a consumer by the law that applies to you, your mandatory consumer rights, including any statutory right of withdrawal described in Paddle’s Buyer Terms, apply in addition to this policy.

9. Changes and contact

When we update this policy, we change the date at the top of the page; changes do not affect purchases made before the update. Questions: support@getsurvai.com or TBC CREATIVE SERVICES & CONSULTANCY LTD, 8 Stable Path, Princess Marina Drive, Arborfield, Reading, Berkshire, RG2 9RZ, United Kingdom.