Refund Policy

1. Our Policy

We do not offer refunds on monthly subscription fees or usage charges, except in the specific cases listed below. This policy exists because our service is delivered continuously and is consumed as used.

2. Valid Refund Cases

We issue refunds in the following cases:

• Duplicate charges: If you were charged twice for the same billing period due to a system error.
• Billing errors: If our billing system incorrectly charges you for services you didn't use or a plan you didn't subscribe to.
• Setup fee refund (within 14 days): If our team is unable to get you fully onboarded within the first 14 days of signup, we will refund the $500 setup fee.
• Unauthorized charges: If your payment method was used without authorization, contact us immediately and we will work with you to resolve.
• Fraud / error on our part: If a documented error on our side caused an unintended charge.

3. Non-Refundable

The following are NOT refundable:

• Monthly subscription fees after the cycle begins
• Usage fees (SMS, calls, emails, AI tokens) that have been consumed
• Phone number monthly rentals after purchase
• A2P registration fees (these are forwarded to carriers)
• Third-party passthrough charges (Stripe processing, domain registration)
• Annual prepaid plans (cancel anytime but no refund for unused months)

4. How to Request a Refund

Email support@thebigbot.com within 14 days of the disputed charge with: your account email, the invoice ID, and the reason for the refund request. We review all requests within 3 business days.

5. Chargebacks

Please contact us before initiating a chargeback with your bank. Chargebacks cost us processing fees and often result in account suspension. We will work with you to resolve any legitimate issue.

6. Cancellation vs Refund

You can cancel your subscription anytime from your dashboard. Cancellation stops future billing; it does not refund current or past charges.

7. Contact

Billing questions? Email support@thebigbot.com.