Refund Policy

Subscriptions

When you purchase a subscription to Multio, you agree to the following terms regarding payment, billing, and refunds. By subscribing, you authorize us, through our third-party payment processor, to charge the payment method you provide for the subscription you select, including all applicable taxes and fees. You are responsible for keeping your payment information accurate and up to date.

No-refunds policy

When you subscribe, our system reserves access to costly third-party AI infrastructure and cloud resources to deliver the service. Those resources are committed and paid for in advance to ensure uninterrupted access for you.

All payments for subscriptions and token packs are final, non-refundable, and non-transferable, except as expressly described in this policy. By completing your purchase, you expressly acknowledge and agree that the digital service begins immediately upon payment, you have full access to the service from that moment, and to the maximum extent permitted by applicable law you waive any statutory right of withdrawal or cooling-off period.

This policy is presented at sign-up and again during checkout. Completing your purchase confirms your agreement to it.

Subscription billing & renewal

Subscriptions auto-renew at the end of each billing cycle at the then-current rate, unless you cancel beforehand. Renewal charges apply to the payment method on file.

Cancellation. You may cancel anytime from /billing. Cancellation takes effect at the end of the current billing cycle — you keep access and any remaining tokens until that point. No pro-rated refunds are issued for unused time within a cycle.

Plan changes. Plan upgrades and downgrades take effect at the end of the current billing cycle, on the same terms as cancellation. No pro-rated refunds are issued for the change.

Add-on token packs

Token packs purchased on top of a subscription are delivered to your account immediately and are non-refundable. Tokens pool with your subscription tokens and there is no way to isolate which tokens were spent first.

Exceptions

We strive for transparency and customer satisfaction. While refunds are not generally offered, we may, at our sole discretion, consider refund requests in the following limited circumstances:

• Billing errors — demonstrable technical errors on our end that result in an incorrect or duplicate charge. Contact us with documentation and we will review.

Whether to issue any refund in these circumstances is determined solely by Multio. Submission of a refund request does not obligate us to grant one.

Disputes & chargebacks

If something looks wrong with a charge, talk to us first. Email support@multio.chat— most issues can be resolved quickly through direct communication.

Filing a chargeback or payment dispute without first attempting to resolve the matter with us may constitute a violation of this policy and our Terms of Service. The affected account will be paused while the dispute is open.

Disputes filed with a payment provider will be handled with the following documentation:

• Proof of your acceptance of this policy at checkout.
• Logs and records verifying your use of Multio's services.
• Documentation of the services delivered and the third-party resources reserved on your behalf.

We aim to avoid disputes entirely through clear communication and high service standards. Repeat chargebacks without prior support contact may result in account closure.

Currency

Payments are processed by Dodo Payments in your local currency where supported. Any refund issued at our discretion is returned to the original payment method in the same currency that was charged. Exchange-rate movements between charge and refund are not reimbursed.

Modifications

We may modify this policy at any time as required by changes in our business, technology, or applicable laws. Updates will be communicated by email or in-app notification, and the effective date at the top of this page will be revised. Charges already made are evaluated under the policy in force at the time of the charge.

Contact

Questions about this policy or to submit a billing-error inquiry: support@multio.chat.