Annual subscriptions
Within 14 days of the initial charge, we will issue a full refund on request. After 14 days, annual subscriptions are non-refundable for the remainder of the term, but you can cancel auto-renewal at any time.
Monthly subscriptions
Monthly subscriptions, including monthly add-ons such as phone and text channels, extra assistants and knowledge packs, are non-refundable once the billing period has begun. You can cancel at any time; cancellation takes effect at the end of the current billing period.
Free trials
Free trials need no payment card and are never charged. If a trial ends without a plan, nothing is billed.
Discretionary refunds
We may issue refunds at our discretion for:
- Service outages exceeding 72 consecutive hours
- Duplicate or erroneous charges
- Material defects we fail to resolve within a reasonable timeframe
Non-refundable items
- One-time setup fees once the work has begun: integration setup ($499 each) and text line setup ($99, which includes carrier registration fees paid to third parties)
- Done-for-you launch services once the work has begun
- Conversation packs once added to your account
- Phone minutes and text messages already used above a channel's included allowance
- Custom integration engineering and other custom work in progress
Enterprise contracts
Enterprise customers are governed by the refund terms in their Master Service Agreement.
How to request a refund
Email billing@dendritesai.com with your account email and the charge in question. We respond within 3 business days.