Refund & Cancellation Policy

1. What you are buying

Alado sells credits — a prepaid digital entitlement where one credit pays for one AI reply sent to your customer on WhatsApp. Credits are delivered electronically and added to your account balance immediately after your payment is confirmed. There is no physical product and no shipping.

2. Refund eligibility

Because credits are digital and delivered instantly, purchases are generally final. However, we will provide a refund in these cases:

• Mostly unused credits. Any purchase can be refunded within 14 days as long as no more than 20% of that purchase’s credits have been used — no questions asked. See “How to request a refund” below.
• More than 20% used. Email us and we will work it out with you case by case.
• Duplicate or accidental charges. If you were charged more than once for the same order, or charged in error, we will refund the duplicate/erroneous amount in full.
• Service failure. If a technical failure on our side prevented delivery of the credits or the Service, we will refund or re-credit you.

3. What is not refundable

• Purchases where more than 20% of the credits have been used, outside of the case-by-case review above.
• Requests made after the 14-day window (except where required by law).
• Dissatisfaction with the wording of individual AI replies alone. The assistant answers only from the knowledge base you provide, and you can test it in the playground before going live. Replies that fail to send are refunded automatically; hand-offs to a human are never charged.
• Purchases connected with fraud, abuse, chargeback misuse, or violations of our Terms of Service.

4. How to request a refund

Email us at [email protected] with:

• the email address associated with your account,
• the order/receipt ID from your payment confirmation, and
• a brief description of the reason.

Requests that are within 14 days and under 20% used are approved without further review. We aim to process all refund requests within 3 business days. The credits from a refunded purchase are removed from your balance when the refund is issued.

5. How refunds are processed

Payments and refunds are handled by our payment providers, Stripe (payment processor) and Dodo Payments (merchant of record for purchases made through its checkout). Approved refunds are issued to your original payment method. Depending on your bank or card issuer, it may take 5–10 business days for the refund to appear. Some refunds are reviewed by the payment provider before being released; in that case your credits stay in your balance until the refund is approved. Any credits associated with a refunded purchase will be removed from your balance.

6. Chargebacks

If you have a problem with a charge, please contact us first — we can usually resolve it faster than a bank dispute. Filing a chargeback without contacting us may result in suspension of your account pending review.

7. Contact

Need help with a payment or refund? Email [email protected].