Legal

Refund & Cancellation Policy

How trials, credits, refunds and cancellations work at ChatLead. Short version: no surprise charges, and you can cancel any time.

Effective date: 16 October 2026

1. Summary

The website trial is free. You are never charged for it.
The phone trial is a one-off payment. It is credited in full to your first subscription if you subscribe in time, and refunded automatically if your number isn’t activated within 14 days.
Subscriptions are monthly. Cancel any time in the billing portal and you won’t be charged again.
There are no automatic overage charges.
Your rights under the Australian Consumer Law are not affected.

2. Free website trial

The website trial needs no card and is never charged. It ends on its own after 7 days of live website chat, so there is nothing to cancel. When it ends, live AI replies and alerts pause, and your setup and saved leads stay in your dashboard.

3. Paid phone trial

The phone trial is a one-off payment of AUD 9.90, USD 6.90, GBP 4.90, CAD 9.90 or NZD 12.90, depending on your currency. It gives you 7 days and 15 minutes of AI phone answering on a local number, and it does not renew.

Credit. If you subscribe before your trial number is released, seven days after the phone trial ends, we take the full trial payment off your first monthly subscription, in the same currency. If your number was never activated, the credit applies until 14 days after payment.
Automatic refund. If your number hasn’t been activated within 14 days of payment, and no number purchase is under way, we refund the full payment to your original payment method in the original currency. We email you when the refund is submitted. How long it takes to reach you depends on your bank or card provider.
After activation. Once your number is active, the trial payment isn’t refunded, but it is credited as above. If we agree to refund it in full, the phone trial ends straight away and the credit no longer applies.
Number release. If you don’t subscribe, we release the trial number seven days after the trial ends. Remove call forwarding from your existing number before the trial ends.

4. Cancelling a subscription

An owner or admin can cancel at any time: open Billing in your dashboard, choose Open billing portal, then cancel your plan in Stripe’s billing portal. The portal shows the date your cancellation takes effect before you confirm. Your plan keeps working until then, and you won’t be charged again.

After your plan ends, live AI replies, phone answering and alerts stop, and your leads, conversations and settings stay in your dashboard. Remove call forwarding from your existing number so callers still reach you. You can subscribe again at any time.

5. Refunds on subscriptions

Subscriptions are paid monthly in advance. We don’t refund part-used months or unused allowances when you cancel or move to a smaller plan, except where the law requires it. When you change plans, Stripe shows any adjustment for the current billing period before you confirm.

We never charge automatic overage fees. When you use up an allowance, the feature that uses it can pause until your plan renews or you move to a larger plan.

6. Billing mistakes

If you think you’ve been charged by mistake, email hello@chatlead.io with your business name and account email. We will look into it, and refund any amount charged in error to your original payment method.

7. Your consumer law rights

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or compensation for any other reasonably foreseeable loss or damage. If a failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Nothing in this policy limits those rights, or rights you have under the laws of your own country that cannot be excluded.

8. Contact us

To ask about a refund, a charge or cancelling, email hello@chatlead.io. Our Terms of Service set out the full rules for trials, fees and billing.