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Refunds & Cancellations

Last updated: March 2026

1. Introduction

This Refunds and Cancellations Policy ("Policy") applies to the StayChat platform ("Service") operated by HotelOpsAI ("we," "us," or "our"). StayChat is an AI-powered platform that helps hotels and accommodation providers automate guest communication through WhatsApp, AI agents, integrations, and automated workflows. This Policy describes how we handle subscription billing, free trials, refunds, cancellations, and related matters. By using the Service, you agree to this Policy. Capitalized terms not defined here have the meaning given in our Terms and Conditions.

2. Subscription & Billing

StayChat is offered on a subscription basis. Fees are charged in advance according to your chosen billing cycle (e.g., monthly or annual). You authorize us to charge the payment method on file for each renewal period until you cancel. It is your responsibility to keep your billing information current. Failure to pay may result in suspension or termination of the Service as set out in our Terms and Conditions.

3. Free Trial Policy

We may offer a free trial period for new customers. Trial terms (duration, features, and eligibility) are specified at sign-up or in your order form. No payment is required during the trial unless you choose to add a payment method. If you do not cancel before the trial ends, your subscription will begin and we will charge the applicable fees. We reserve the right to modify or discontinue free trials at any time.

4. Refund Eligibility

Refund eligibility is limited and assessed on a case-by-case basis. We may consider refunds in the following circumstances:

  • Duplicate or erroneous charges made by us.
  • Service materially unavailable or not as described during the paid period, and the issue could not be resolved by our support team.
  • Other situations where we determine a refund is appropriate at our sole discretion.

Any approved refund will be processed to the original payment method within a reasonable period, typically within 10–15 business days. We do not guarantee refunds for change of mind, partial use of the Service, or after the relevant billing period has elapsed.

5. Non-Refundable Situations

Fees are generally non-refundable in the following cases:

  • You simply change your mind or no longer need the Service.
  • You have used the Service during the billing period for which you are requesting a refund.
  • Your account was suspended or terminated for breach of our Terms and Conditions or Acceptable Use policy.
  • You did not cancel before the end of a free trial and were charged.
  • Annual or other prepaid plans where the subscription period has already started; partial refunds for unused months are not guaranteed unless otherwise stated in your agreement.

6. Cancellation Policy

You may cancel your subscription at any time through your account settings or by contacting us at sales@hotelops.ai. Cancellation will take effect at the end of your current billing period; you will retain access until that date. We do not provide prorated refunds for the remainder of the current period upon cancellation. If you cancel during an annual plan, you will retain access until the end of the annual term and will not be charged again at renewal.

7. Effect of Cancellation

Upon the effective date of cancellation:

  • Your right to access and use the Service ceases.
  • We may delete or retain your data in accordance with our Privacy Policy and data retention practices.
  • You remain responsible for any fees incurred before the cancellation effective date.

Reactivation may require a new subscription. We are not obligated to retain your data after the retention period following cancellation.

8. Service Suspension

We may suspend your access to the Service without refund in cases including but not limited to: non-payment of fees, suspected fraud or abuse, violation of our Terms and Conditions or Acceptable Use policy, or as required by law. We will endeavour to give you notice where reasonable. Suspension does not entitle you to a refund for the suspended period. If the suspension is lifted, your subscription continues under the same terms; if your account is terminated, our Termination provisions in the Terms and Conditions apply.

9. Changes to the Policy

We may update this Policy from time to time. The revised version will be posted on our website with an updated "Last updated" date. Material changes may be communicated via email or in-product notice. Continued use of the Service after the effective date of changes constitutes acceptance. If you do not agree, you may cancel your subscription in accordance with this Policy.

10. Contact Information

For questions about refunds, cancellations, or this Policy, please contact us:

Thank you for choosing StayChat by HotelOpsAI.