Refund Policy
AI Live Help — Refund & Cancellation Policy
Effective Date: October 19, 2026 Company: LIVEAIHELP ("LIVEAIHELP," "we," "us") Contact: Support@helpai.live
1. Minute Bundles (10 / 25 / 60 minutes)
- Full refund if you request it within [30] days of purchase and none of the bundle's minutes have been used. [Spark to confirm: 30-day window.]
- Partially used bundles are non-refundable. Once any minute from a bundle has been consumed in a session, the bundle cannot be refunded.
- Refunds go to the original payment method within 5–10 business days.
- Bundle minutes expire 12 months after purchase (see Terms of Service). Expired minutes are not refundable.
2. Subscriptions (Monthly / Annual)
- Cancel anytime from your account settings or by emailing Support@helpai.live. Cancellation takes effect at the end of the current billing period — you keep your plan minutes until then.
- No prorated refunds for partial months or years, including mid-cycle cancellations. [Spark to confirm: no prorated refunds.]
- Exception: if you cancel within [3] days of an Annual plan's initial purchase or renewal and have used no minutes, you may request a full refund. [Spark to confirm: 3-day annual cooling-off.]
- Unused subscription minutes do not roll over and have no cash value.
3. Session Quality Disputes — Credit Review Process
We stand behind our Experts. If a session was materially deficient, you may request a service credit (minutes restored to your account):
- File within 7 days of the session via your session history ("Request Review") or Support@helpai.live, describing what went wrong.
- We review the session record, metadata, and (where consented) recording within 5 business days.
- Outcomes: full minute credit, partial minute credit, or denial with explanation.
- Limits: credits are issued as account minutes, not cash refunds. Maximum [3] credited sessions per account per 12 months absent exceptional circumstances. [Spark to confirm: 3-session cap.]
Credits are discretionary but we apply the standards in this policy consistently.
4. Expert No-Show / Technical Failures on Our Side
- If the Expert fails to join within 10 minutes of a scheduled start, or a platform/Zoom outage prevents the session: all minutes for that session are automatically restored, and you may also request a goodwill credit under Section 3.
- If you are late or no-show, the late/no-show policy in the Terms of Service applies (timer runs from scheduled start; possible 5-minute late fee).
5. Duplicate or Erroneous Charges
Contact Support@helpai.live within 30 days. Verified duplicate or erroneous charges are refunded in full to the original payment method.
6. Chargebacks
- Please contact us before filing a chargeback — most issues are resolved faster through Support@helpai.live.
- Filing a chargeback on a valid, non-refundable charge (e.g., used minutes) is a violation of our Terms and may result in account suspension and referral for collection of the disputed amount plus fees.
7. How to Request a Refund or Credit
Email Support@helpai.live with subject "Refund Request" and include: your username, purchase date, and order/receipt number. Or use the "Request Review" button in your session history for quality disputes.
8. Changes
We may update this policy with 14 days' notice. Purchases made before a change are governed by the policy in effect at purchase.
Summary table (for quick reference):
| Situation | Policy |
|---|---|
| Unused bundle, within [30] days | Full refund |
| Partially used bundle | Non-refundable |
| Subscription cancel | Anytime; effective end of billing period; no prorated refund |
| Annual plan, [3]-day cooling-off, unused | Full refund |
| Bad session (file within 7 days) | Minute credit after review |
| Expert no-show / our outage | Minutes auto-restored |
| Duplicate charge (report within 30 days) | Full refund |