Refund Policy
Last updated: May 3, 2026
This Refund Policy supplements our Terms of Service and explains when Contexo will and will not refund payments. By subscribing to a paid plan or buying add-on credits you accept this policy.
1. Subscription cancellation
You can cancel your subscription at any time from the dashboard. Cancellation is effective at the end of your current billing period. You retain access to your paid plan until that date and are then automatically moved to the Free plan. We do not refund partial months or unused days of an active billing period. This is the standard practice for monthly SaaS subscriptions.
2. Plan upgrades
When you upgrade mid-cycle, the new plan takes effect immediately. Lemon Squeezy charges you a prorated amount for the unused portion of the period and credits the unused portion of your prior plan. That credit is automatically applied to your next renewal invoice. No cash refund is issued for upgrade prorations.
3. Plan downgrades
Downgrades take effect at the end of your current billing period rather than immediately. You keep the higher tier you have already paid for through the period end. No refund or credit is issued for downgrades. You may cancel a scheduled downgrade at any time before it takes effect.
4. Add-on credits
Extra-message add-on credits are a one-time purchase. Once the credits are delivered to your account they are non-refundable, even if you later downgrade or cancel. Unused credits remain on your account indefinitely and do not expire.
5. Failed renewals
If a renewal payment fails, you are not charged for service you do not receive. Your subscription is moved to a "past due" state and, after the grace period, to the Free plan.
6. Discretionary refunds
Although our standard policy is no refunds for partial periods, we may issue a refund at our discretion in cases such as:
- A duplicate charge or billing error attributable to us or to Lemon Squeezy.
- A material Service outage that prevented you from using the plan you paid for, where the outage is on our side.
- A subscription that auto-renewed within 7 days of you closing or abandoning your account, where the account had no usage in that period and you contact us promptly.
Discretionary refunds are not a right; they are issued on a case-by-case basis and do not establish any precedent.
7. Statutory rights
Nothing in this policy limits any non-waivable consumer rights you may have under the law of your country. For example, EU/UK consumers may have a statutory right to withdraw from a digital service within 14 days of purchase unless they have requested the service to begin during that period and acknowledged that the right of withdrawal is lost upon performance. By using the Service or downloading content you acknowledge that performance has begun and you waive the right of withdrawal where applicable law allows. We will honour any non-waivable statutory refund right.
8. How to request a refund
Email billing@contexo.ai with the order number from your payment history (dashboard → billing → payment history) and a brief description of the issue. We aim to respond within 5 business days. If a refund is approved it will be returned via the original payment method through Lemon Squeezy. Bank-side processing can take an additional 5–10 business days.
9. Chargebacks
Please contact us before initiating a chargeback — nine times out of ten we can resolve the issue faster than your bank can. Filing a chargeback for an undisputed valid charge may result in your account being suspended pending review.
10. Changes
We may update this Refund Policy from time to time. Changes apply to charges incurred after the "Last updated" date above.
11. Contact
Billing and refunds: billing@contexo.ai