Refund Policy
Last updated: June 2026
What this covers
This policy covers paid Dom Labs chat widget subscriptions, the Pro and Scale plans. They are billed monthly through Paddle, who act as the merchant of record for those charges, which means Paddle is the seller of record, processes the payment, issues your receipt, and handles any applicable tax. The Free plan is free, so there is nothing to refund there. Separate engagement contracts for studio work are not covered here, since those have their own terms.
Our 14-day promise
If a charge is not what you expected, email [email protected] within 14 days of that charge and we will refund it. No forms, no friction, and no need to explain yourself. This applies to widget subscription charges only, and to the most recent charge within that 14-day window.
How to request one
Email [email protected] from the address on your account, or tell us the email you subscribed with and the date of the charge. We confirm by reply and process the refund to your original payment method through Paddle, usually within a few business days. How long it then takes to appear on your statement depends on your bank or card issuer.
Cancelling
You can cancel a subscription at any time from your dashboard. Cancelling stops future charges, and your plan stays active until the end of the period you have already paid for, so you keep what you paid for. Outside the 14-day window above, we do not pro-rate partial months as a rule.
We will make genuine problems right
The 14-day window is the promise we put in writing, but it is not the limit of our goodwill. If something genuinely went wrong, an outage, a double charge, a feature that did not work as described, email us and tell us what happened. We would rather fix it or refund you than hold you to a date, and we will treat you the way we would want to be treated.
Contact
Questions about a charge or a refund? Email [email protected] and a human will answer.