Refund Policy

"MultipleChat," "we," "us," or "our" refers to NLP GmbH, a company incorporated and existing under the laws of Switzerland, with its registered office in Zurich, Switzerland, and operating the MultipleChat artificial intelligence platform at multiplechat.ai and chat.multiple.chat, together with all associated subdomains, mobile applications, APIs, browser extensions, and any other digital or software products operated or distributed by NLP GmbH under the MultipleChat brand, whether now existing or developed in the future.

"You," "User," or "Subscriber" refers to any individual human being or legal entity (including but not limited to corporations, partnerships, sole traders, non-profit organizations, government bodies, educational institutions, and any other organizational form recognized under applicable law) who accesses, registers for, subscribes to, or uses the MultipleChat platform, whether under a free plan, a trial period, or any paid subscription tier, including any person who acts on behalf of a legal entity and thereby binds that entity to this policy.

"Services" means the entirety of the MultipleChat platform and all features, tools, integrations, AI models, outputs, interfaces, APIs, documentation, support channels, and any other products or capabilities that MultipleChat makes available to Users, whether currently existing or added in the future, including but not limited to: access to third-party AI language models, image generation capabilities, document processing, web search integration, conversation history, multi-model comparison, Smart Mode processing, and any beta or experimental features offered at any time.

"Subscription" refers to any paid access arrangement — whether billed monthly, annually, or on any other billing cycle — that grants the User access to premium features and capabilities of the MultipleChat platform beyond those available on a free plan. This includes all subscription tiers, plans, and packages offered by MultipleChat at any time, including the Pro plan, Smart Mode plan, and any enterprise or team plans, as well as any legacy or grandfathered plan pricing that may be in effect for certain Users.

"Subscription Fee" or "Fees" means any and all monetary amounts charged by MultipleChat to the User in connection with a Subscription, including but not limited to: recurring monthly charges, recurring annual charges, one-time setup fees (if any), fees for plan upgrades, fees charged upon conversion from a free trial to a paid plan, any applicable taxes, VAT, GST, or other government-imposed charges collected by MultipleChat on behalf of tax authorities, and any fees for add-on features or premium capabilities made available for separate purchase.

"Billing Cycle" means the recurring period — monthly, annual, or otherwise — during which a Subscriber's Subscription is active and for which a Subscription Fee is charged. The first Billing Cycle begins on the date the Subscription is activated (which, in the case of a free trial conversion, is the date the trial period ends). Each subsequent Billing Cycle begins immediately upon the conclusion of the prior one, unless the Subscriber has cancelled their Subscription in accordance with Section 9 of this policy.

"Usage Event" means any interaction by a User with the MultipleChat platform that results in the consumption of computational resources, third-party API credits, bandwidth, storage, or any other resource for which MultipleChat incurs a cost. A Usage Event includes, without limitation: sending a text prompt to any AI model; receiving any AI-generated response; uploading any file, document, or image for processing; generating any image using any image generation model; performing any web search through the platform; using Smart Mode or any multi-model processing feature; accessing conversation history; exporting conversations or outputs; and any other interaction with any paid feature of the platform.

"Refund" means the return of any Subscription Fee, in whole or in part, from MultipleChat to the User, via the original payment method, in accordance with the strict conditions and procedures set out in this policy. For the avoidance of doubt, the term "Refund" does not include: account credits, promotional credits, service credits, or any non-monetary compensation; reduced pricing on future billing cycles; or any other form of goodwill gesture that MultipleChat may, entirely at its discretion, offer to a User in lieu of a monetary refund.

"Payment Processor" means any third-party financial services provider through which MultipleChat processes Subscription Fee payments, including but not limited to Stripe, PayPal, or any other payment gateway currently used or that may be used by MultipleChat in the future.

"Third-Party AI Provider" means any external company or entity whose artificial intelligence models, APIs, or services are integrated into or made accessible through the MultipleChat platform, including but not limited to OpenAI LLC (provider of GPT-series models), Anthropic PBC (provider of Claude models), Google LLC (provider of Gemini models), Meta Platforms Inc. (provider of Llama models), Perplexity AI Inc. (provider of Perplexity models and search), Mistral AI SAS (provider of Mistral models), and any other AI company or service provider whose models or APIs MultipleChat accesses on behalf of Users, whether now or in the future.

"Applicable Law" means any and all statutes, regulations, ordinances, directives, rules, and legal requirements of any governmental authority — whether local, national, supranational, or international — that apply to the relationship between MultipleChat and the User, including but not limited to Swiss contract law, Swiss consumer protection law, EU consumer rights directives, GDPR, the UK Consumer Rights Act, the California Consumer Privacy Act (CCPA), and any other law to which either party is subject by reason of their location, nationality, or activities.

"Tokens" means the unit of computational resource consumed each time the MultipleChat platform processes any AI request on a User's behalf. Tokens are not virtual currency, loyalty points, or stored credits in any conventional sense — they are a direct measure of real-time computational cost. When a User sends a message to any AI model, the platform immediately transmits a request to the relevant Third-Party AI Provider's API and is charged for the tokens consumed by that request. This cost is incurred instantaneously, at the moment the request is made, and is non-recoverable regardless of what the AI response contains or whether the User is satisfied with it. Token consumption is permanent, final, and irreversible. Tokens consumed in one Billing Cycle are not carried over to any subsequent Billing Cycle, are not refundable in any form, and do not accrue any monetary value that can be reclaimed by the User.

"Service Performance" or "Performance" means the commencement and ongoing provision of the MultipleChat digital service following successful payment or account activation. For the purposes of this Policy and in accordance with Article 16(m) of the EU Consumer Rights Directive, Service Performance begins immediately upon the earliest of the following: (a) successful processing of the first Subscription Fee payment; (b) activation of the User's account in MultipleChat's systems; (c) the first allocation of Tokens or computational resources to the User's account; (d) the transmission of any AI request on the User's behalf to any Third-Party AI Provider API; or (e) any other act that causes MultipleChat to incur a cost in connection with the User's Subscription. Service Performance specifically includes, without limitation: token allocation; AI computation; text content generation; image generation; document processing; presentation generation using Presentation Studio; web search processing; Smart Mode routing; file upload and analysis; conversation storage; session authentication; and any other computational resource usage associated with the User's account. Once Service Performance has commenced, the statutory right of withdrawal available to EU/EEA/UK consumers expires in accordance with applicable law and as described in Section 8 of this Policy.

"Substantial Usage" means a level of platform use that, in MultipleChat's sole determination, reflects meaningful consumption of the Services beyond minimal or exploratory interaction. For operational guidance — though MultipleChat is not bound to any specific threshold — Substantial Usage is generally deemed to have occurred where: (a) more than five (5) AI requests of any kind have been submitted and processed; or (b) any image generation request has been submitted and processed; or (c) any document, file, or presentation has been generated using any feature of the platform including Presentation Studio; or (d) tokens representing more than ten percent (10%) of the User's monthly allocation have been consumed; or (e) any API call has been made using the User's credentials; whichever occurs first. The occurrence of Substantial Usage permanently forecloses any discretionary refund consideration under Section 11 of this Policy, in addition to the irrevocable waiver triggered by Service Performance.

"Patterned Abuse" means any pattern of subscription, usage, and cancellation or refund-seeking behaviour that MultipleChat, in its sole discretion, determines to be designed to exploit the platform's capabilities while avoiding payment for the services consumed. Patterned Abuse includes, without limitation: subscribing, consuming significant computational resources, and then cancelling and requesting a refund; repeatedly subscribing and cancelling across multiple Billing Cycles; creating multiple accounts to access free tiers or exploit trial periods; consuming the majority of a Billing Cycle's token allocation shortly before requesting a refund; timing refund requests to coincide with periods of high usage; and any other behaviour that a reasonable SaaS operator would characterize as designed to obtain services without fair compensation.

"Applicable Law" is defined above.

2.1 Relationship to Terms of Service. This Policy is incorporated by reference into MultipleChat's Terms of Service and forms an integral part thereof. In the event of any conflict or inconsistency between this Policy and the Terms of Service on the specific subject matter of refunds and billing disputes, this Policy shall prevail. In all other respects, the Terms of Service govern the relationship between MultipleChat and the User.

2.2 Relationship to Privacy Policy. This Policy should be read alongside MultipleChat's Privacy Policy, which governs the collection, use, and processing of personal data. Submitting a refund request necessarily involves the sharing of personal information with MultipleChat, and such information will be handled in accordance with the Privacy Policy.

2.3 Acceptance of This Policy. By subscribing to MultipleChat — that is, by clicking any "Subscribe," "Start Plan," "Upgrade," "Confirm Purchase," or similar button — and completing the payment process, you represent, warrant, and confirm that you have read, understood, and irrevocably agreed to every provision of this Policy in its entirety, without reservation or qualification. If you do not agree with any part of this Policy, your only remedy is to not subscribe. We genuinely appreciate your understanding on this point — we can't provide the service under fair terms for everyone if we can't enforce consistent billing rules.

2.4 Capacity to Contract. By subscribing, you represent that you are at least 18 years of age (or the age of legal majority in your jurisdiction, whichever is higher), that you have full legal capacity to enter into binding contracts, and that if you are subscribing on behalf of a legal entity, you have full authority to bind that entity to this Policy and the Terms of Service.

2.5 Policy Supersedes Prior Communications. This Policy supersedes and replaces any and all prior communications, representations, or agreements — whether oral, written, or electronic — made by any MultipleChat employee, agent, or representative regarding refunds or billing, unless such communication constitutes a formal amendment to this Policy signed by an authorized officer of NLP GmbH. Marketing materials, social media posts, blog articles, customer support chat messages, and similar communications do not constitute amendments to this Policy and cannot override any provision herein.

2.6 No Waiver by Custom or Course of Dealing. The fact that MultipleChat may have, on any prior occasion, granted a refund to you or any other User — whether or not that refund was warranted under this Policy — does not create any obligation, expectation, precedent, or entitlement for future refunds. Each refund request is evaluated independently, in isolation, on its own merits, and against the strict criteria set out in this Policy. A prior refund granted as a gesture of goodwill shall not be cited as evidence that a future refund is owed under similar or identical circumstances.

3.1 Universality of the Non-Refundable Rule. The non-refundable nature of all Fees applies universally to: (a) every Subscription tier and plan currently offered by MultipleChat, including but not limited to the Pro plan and Smart Mode plan; (b) every subscription plan that MultipleChat has offered in the past, is offering at the time you read this, or will offer in the future; (c) every billing frequency, whether monthly, quarterly, annual, or otherwise; (d) every payment method accepted by MultipleChat, including but not limited to credit cards, debit cards, bank transfers, digital wallets, and any other payment instrument; (e) every currency in which Fees may be denominated; (f) every User in every country and jurisdiction worldwide, subject only to the mandatory non-waivable provisions of applicable local law where such provisions expressly and compulsorily require otherwise.

3.2 What "Non-Refundable" Specifically Covers. The non-refundable rule applies to all of the following specific fee types without exception:

3.3 Why We Have This Rule — and Why It's Fair. We want to be genuinely transparent about why this rule exists, because we think you deserve an honest explanation rather than just a wall of legal text. When you use MultipleChat and interact with an AI model, we pay the relevant AI provider — OpenAI, Anthropic, Google, Meta, or others — for those API calls. These costs are incurred immediately, in real time, and they are non-recoverable. We can't "un-call" the API and get our money back just because you changed your mind about the response. Similarly, we pay for servers, infrastructure, engineering, customer support, and the ongoing development of the platform — all of which are sustained by subscription revenue. Allowing unlimited refunds would make the platform economically unsustainable, which would be bad for the many thousands of users who rely on it every day. We believe this is fair, and we believe that any reasonable person who understands these economics would agree.

3.4 Acknowledgment at Point of Purchase. At the point of purchase, MultipleChat presents a clear summary of the subscription terms, including the recurring billing nature of the subscription and a link to this Policy. By completing the purchase, you confirm that you have had a reasonable opportunity to review this Policy and that you accept its terms. If you did not review this Policy before subscribing, that does not invalidate your acceptance of it.

3.5 Identity Verification Prior to Access. MultipleChat expressly reserves the right to require identity verification of any User before granting, restoring, or continuing access to the platform or any paid features, at any time and at its sole discretion. This verification process may take up to several business days to complete and may involve the submission of identifying documentation, email confirmation, or other steps as determined by MultipleChat. During any such verification period, access to the platform or certain features may be limited, suspended, or withheld entirely. You expressly acknowledge and agree that: (a) the existence of a pending or ongoing verification process does not constitute a failure of service or a breach of any obligation by MultipleChat; (b) any period during which your access is limited or suspended due to an ongoing verification review does not entitle you to a refund, credit, or compensation of any kind; (c) you have no right to a refund on the basis that verification was required, that it was time-consuming, that it was inconvenient, or that it delayed your access to the platform; and (d) if verification cannot be completed successfully — for any reason, including failure to provide satisfactory documentation — MultipleChat may decline to grant access, and any Subscription Fee paid in such circumstances is non-refundable to the extent permitted by applicable law. For more detail, see Section 35 of this Policy.

4.1 The Waiver Rule — Plainly Stated. Any User who has performed one or more Usage Events during a Billing Cycle is deemed to have (a) received and consumed Services of value during that Billing Cycle; (b) caused MultipleChat to incur real, immediate, and non-recoverable costs in connection with the provision of those Services; and (c) permanently and irrevocably waived any right to a refund of the Subscription Fee for that Billing Cycle, regardless of the number of Usage Events performed, the satisfaction level of the User with the outputs of those Usage Events, the duration of those Usage Events, or any other factor related to the nature or quality of the Services provided. For the avoidance of any and all doubt: the act of creating a MultipleChat account itself constitutes a Usage Event. By registering an account, you cause MultipleChat to provision account infrastructure, allocate storage, activate session management, and perform onboarding processes on your behalf — all of which involve real costs. The creation of an account therefore triggers this waiver from the moment of registration, independently of and in addition to any subsequent interaction with AI models or other platform features.

4.2 The "Account Creation and One Message" Standard. For the avoidance of any possible doubt: creating a MultipleChat account is itself a Usage Event and permanently waives your refund rights from the moment of registration. This is because account creation triggers real infrastructure provisioning on our end — your account, profile, storage allocation, and session system are all activated the instant you register. Beyond account creation, sending a single message to any AI model through the MultipleChat platform constitutes a further and independent Usage Event that reinforces this waiver. We are not able to offer refunds on the grounds that you only created an account, only sent one message, or only had one conversation. The moment you register, the services have begun.

4.3 No Minimum Usage Threshold. There is no minimum number of Usage Events, minimum duration of usage, minimum amount of content generated, or minimum value of output quality required in order for the waiver in Section 4.1 to apply. The waiver applies upon the first Usage Event, full stop. We set no threshold because any threshold would be arbitrary and susceptible to manipulation — and because the costs we incur are not proportional to how satisfied you are with the result.

4.4 The Waiver Applies Across Billing Cycles. The waiver described in this Section applies independently to each Billing Cycle. For each Billing Cycle in which at least one Usage Event has occurred, the Subscription Fee for that Billing Cycle is permanently non-refundable. This rule applies regardless of whether refunds were or were not available for other Billing Cycles.

4.5 Satisfaction Is Irrelevant to the Waiver. The waiver applies regardless of whether you were satisfied with the outputs of your Usage Events. We understand that AI isn't perfect — it can make mistakes, produce unexpected outputs, or not quite hit the mark on every request. We're constantly working to improve it. But dissatisfaction with an AI response does not reverse the fact that we paid to generate that response on your behalf. The cost is incurred on our end the moment the request is made, irrespective of what the response contains or whether you liked it.

4.6 Advice to Users Who Are Uncertain. If you're not sure whether MultipleChat is right for you, we encourage you to make full use of our free tier before committing to a paid subscription. The free tier gives you a genuine opportunity to experience the platform, try different AI models, and form a view on whether our services meet your needs — all before spending any money. If you have questions before subscribing, please write to us at [email protected] and we'll do our best to help you make the right decision for you. We'd rather have a happy free-tier user than a disappointed paying subscriber.

5.0 Account Registration and Creation. The act of creating a MultipleChat account — that is, completing the registration process by providing your name, email address, and any other required information, and confirming your account via email verification or any other verification method — constitutes a Usage Event, effective at the moment of successful registration. Account creation causes MultipleChat to: provision a dedicated user profile and account record in our database; allocate storage space for your conversations, preferences, and account data; activate session authentication and security infrastructure specific to your account; trigger onboarding processes and welcome communications; and in some cases, initiate integrations with third-party identity providers used in the registration process. All of these activities involve real, immediate, and non-recoverable costs. Accordingly, any User who has created a MultipleChat account — whether or not they have sent any message, used any feature, or interacted with any AI model — is deemed to have triggered the refund waiver in Section 4.1. The creation of an account alone is sufficient to constitute usage of the Service for the purposes of this Policy, including for the purposes of Section 8 (EU Right of Withdrawal).

5.1 AI Model Interactions. Sending any text prompt, question, instruction, or input to any AI language model available through MultipleChat, including but not limited to GPT-4o, GPT-4, GPT-3.5, Claude 3.5, Claude 3, Gemini 1.5 Pro, Gemini Flash, Llama 3, Mistral, Perplexity, or any other model; receiving any AI-generated text, code, list, summary, translation, explanation, or other output in response to any prompt; regenerating or continuing any response; editing or submitting a modified version of a prior prompt; comparing outputs across multiple models simultaneously through any multi-model feature.

5.2 Image Generation. Submitting any image generation request to any image generation model integrated into the platform, including DALL-E 3, Stable Diffusion, Midjourney-compatible interfaces, or any other image model; viewing any AI-generated image produced in response to a request; downloading any AI-generated image; regenerating or refining any image generation request.

5.3 Document and File Processing. Uploading any document, PDF, Word file, spreadsheet, CSV, image file, or other file to the platform for the purpose of analysis, summarization, extraction, transformation, or any other AI-assisted processing; receiving any output generated in connection with an uploaded file; querying the contents of an uploaded file using any AI model.

5.4 Web Search and Research Features. Using any web search, internet research, or live data retrieval feature integrated into the platform; receiving any search results, summaries, or AI-synthesized research outputs; using any real-time information feature powered by any third-party data provider.

5.5 Smart Mode and Multi-Model Features. Using any Smart Mode feature, multi-model routing, automatic model selection, or comparative output feature; receiving any outputs generated through Smart Mode processing; accessing any premium model through Smart Mode that would not otherwise be accessible on a lower tier.

5.6 Conversation Management. Accessing, reading, searching, or exporting any conversation history stored in connection with your account; sharing any conversation or output using any sharing feature provided by the platform; creating or organizing conversation folders, tags, or collections.

5.7 API Access. Making any API call to the MultipleChat API using your account credentials or API key; receiving any API response; testing any API endpoint using any tool, script, or application.

5.8 Any Other Paid Feature Access. Accessing or using any feature, tool, integration, or capability of the platform that is available only to paid subscribers, regardless of whether that feature is specifically enumerated in this Section or elsewhere in this Policy.

5.9 Identity Verification Submission. The act of submitting any identity verification information, documentation, or confirmation in response to a request by MultipleChat — including but not limited to submitting an email address for verification, providing identification documents, completing a verification form, or responding to any account review communication — constitutes engagement with the Services and confirms that the User has entered into an active relationship with MultipleChat as a subscriber. Submission of verification information demonstrates the User's acceptance of the subscription terms and their intent to access the platform, and reinforces the Usage Event triggered by account creation under Section 5.0. The time taken by MultipleChat to process or review any submitted verification materials does not affect the validity of the refund waiver triggered by the acts of account creation and verification submission.

6.1 Automatic Renewal. All MultipleChat Subscriptions — both monthly and annual — automatically renew at the end of each Billing Cycle. By subscribing, you authorize MultipleChat (and its Payment Processor, Stripe) to charge your designated payment method automatically at the beginning of each new Billing Cycle, without requiring any further action, confirmation, or consent from you. This authorization continues indefinitely until you cancel your Subscription in accordance with Section 9.

6.2 Renewal Charge Timing. Renewal charges are processed on the same date each month (or year) as the original subscription date. For example, if you first subscribed on the 15th of a month, your subscription will renew on the 15th of each subsequent month (or on the 15th of the same month in the following year, for annual plans). If a renewal date falls on a day that does not exist in a given month (for example, the 31st when the month has only 30 days), the charge will be processed on the last day of that month.

6.3 Renewal Fees Are Non-Refundable. Once a renewal charge has been processed, it is subject to this Policy in full and is non-refundable. Forgetting to cancel before a renewal date, failing to read a renewal reminder email, assuming a cancellation was processed when it was not, being unaware that your subscription was still active, or any other circumstance related to the timing of cancellation does not constitute grounds for a refund of a renewal charge.

6.4 Renewal Reminders. MultipleChat will make reasonable efforts to send renewal reminder emails to the email address associated with your account before annual Subscription renewals. However, we cannot guarantee delivery of such emails (they may be filtered to spam or blocked by your email provider), and failure to receive or read a renewal reminder does not entitle you to a refund of the renewal charge. You are solely responsible for managing your subscription and ensuring your contact details are up to date in your account settings.

6.5 Price Changes. MultipleChat reserves the right to change Subscription pricing at any time, at its sole discretion. If we change the price of your current subscription plan, we will notify you by email at least 14 days before the new price takes effect. The new price will apply from the start of your next Billing Cycle following the effective date of the price change. Your continued use of the Service after the price change takes effect constitutes your acceptance of the new pricing. If you do not accept the new pricing, you must cancel your Subscription before the next renewal date.

6.6 Failed Payments. If a renewal payment fails for any reason — including but not limited to an expired payment card, insufficient funds, bank refusal, or payment method removal — MultipleChat may attempt to retry the payment one or more times over the following days. If payment cannot be collected after reasonable retry attempts, your account may be downgraded to the free tier or suspended, and access to paid features will be restricted. Failed payments do not entitle you to a refund of any prior Fees, and any period of reduced or suspended access due to payment failure does not constitute grounds for a refund or credit.

6.7 Payment Method Updates. You are solely responsible for ensuring that your payment method on file is valid, current, and has sufficient funds to cover Subscription Fees. You can update your payment method at any time through your account settings. MultipleChat is not responsible for charges failing due to an outdated or invalid payment method, and any service interruption resulting from such failure is not a basis for refund.

6.8 Currency and Exchange Rates. Subscription Fees are charged in the currency specified at the time of purchase. If your bank or payment provider applies a currency conversion, the exchange rate used is determined by your bank and is outside MultipleChat's control. Any loss or cost arising from unfavorable exchange rates is your responsibility and does not constitute grounds for a refund. MultipleChat reserves the right to change the currency in which a subscription is priced, with reasonable notice.

7.1 Nature of Free Trials. From time to time, MultipleChat may offer new Users a free trial period during which access to some or all paid features is available without charge. The availability, duration, and scope of any free trial is determined entirely by MultipleChat at its discretion and may be changed, discontinued, or made unavailable at any time without notice.

7.2 Payment Method Requirement. In most cases, a valid payment method must be entered at the time of initiating a free trial. This is standard practice across the software industry. By entering your payment method, you authorize MultipleChat to charge the applicable Subscription Fee automatically at the end of the trial period unless you cancel before the trial ends.

7.3 Trial-to-Paid Conversion. When a free trial period ends, your subscription automatically converts to a paid subscription and your payment method is charged the applicable Subscription Fee for the first Billing Cycle. This conversion happens automatically, without further notice or confirmation. It is your responsibility to cancel your subscription before the trial ends if you do not wish to be charged. Failure to cancel in time does not entitle you to a refund of the first Billing Cycle Fee, particularly if you have performed any Usage Events during the trial period.

7.4 "I Didn't Know It Would Charge Me" Is Not a Valid Refund Reason. We say this as gently as possible, because we genuinely don't mean to be harsh: if you signed up for a free trial and were charged when it ended, that is not a billing error — that is the system working exactly as described at the time you signed up. We make the trial terms and the conversion mechanism as clear as we can at the point of sign-up. Claiming not to have been aware of the conversion does not constitute a billing error for the purposes of Section 11, and we are unable to offer refunds on this basis.

7.5 One Trial Per User. Free trials are offered to new Users only. If you have previously used a free trial on MultipleChat — whether with the same or a different account, email address, or payment method — you are not eligible for another trial. Creating additional accounts to access multiple free trials is a violation of our Terms of Service and may result in account suspension and, where applicable, recovery of any Subscription Fees that would otherwise have been charged.

7.6 Account Creation and Usage During Trial Triggers Waiver. For the avoidance of doubt: creating a MultipleChat account in connection with a free trial constitutes a Usage Event and triggers the waiver described in Section 4 with respect to any Subscription Fees subsequently charged for the Billing Cycle following the trial period. Performing any further Usage Event during a free trial period — such as sending a message — reinforces this waiver independently. Your trial use demonstrates that you have had a genuine opportunity to evaluate the platform and determine whether it meets your needs before committing financially.

8.1 The Statutory Right of Withdrawal. Under the EU Consumer Rights Directive (Directive 2011/83/EU) and equivalent national implementing legislation (including, in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013), consumers who purchase digital content or digital services from a trader have, in principle, a right to withdraw from the contract within 14 calendar days of entering into it (the "Cooling-Off Period"), without giving any reason and without incurring any cost beyond any reasonable costs expressly provided for in the Directive.

8.2 The Exception for Commenced Digital Services. However, Article 16(m) of the EU Consumer Rights Directive (and equivalent provisions in UK law) provides that the right of withdrawal does not apply to contracts for digital content not supplied on a tangible medium or digital services where performance has begun with the consumer's prior express consent and acknowledgment that they thereby lose their right of withdrawal. This is a well-established, legally compliant exception that is widely used by digital service providers across Europe.

8.3 Your Express Consent and Acknowledgment. At the point of subscribing to MultipleChat, you are presented with a clear statement that: (a) you request the immediate commencement of the digital service upon subscription activation; (b) you acknowledge and agree that, by giving this consent and requesting immediate commencement, you lose your statutory right of withdrawal under applicable EU or UK consumer law; and (c) you have been provided with the pre-contractual information required by applicable law, including this Policy. By completing the subscription process, you confirm that you have provided this consent and acknowledgment.

8.4 Effect of Account Creation and Service Use. Independently of and in addition to the consent mechanism described in Section 8.3, any User who has created a MultipleChat account — even without sending any message or using any AI feature — has, by that act, conclusively confirmed their desire for the Service to commence immediately, since account provisioning is itself part of the Service. Any User who has additionally performed one or more Usage Events during the Cooling-Off Period has further confirmed this desire. You cannot create an account or use the platform and simultaneously claim that performance of the service has not yet begun.

8.5 Rights That Cannot Be Waived. Nothing in this Section or elsewhere in this Policy is intended to exclude, limit, or waive any rights that cannot be excluded, limited, or waived under mandatory applicable consumer protection law. To the extent that any provision of this Policy conflicts with a right that is compulsorily available to you under the law of your country of habitual residence and that cannot be excluded by contract, that right shall apply, but only to the minimum extent required by law and only in the specific respect in which it conflicts.

8.6 For Users in Other Jurisdictions. Users based outside the EU, EEA, and UK should be aware that consumer protection laws vary significantly between jurisdictions. MultipleChat makes no representation that it is required to provide refunds under the consumer protection laws of any specific jurisdiction other than as described in Section 11.3 of this Policy. If you believe you have a legally mandated refund right that is not addressed by this Policy, please contact us at [email protected] with details of the applicable legal basis, and we will review your claim in good faith.

9.1 How to Cancel. You can cancel your MultipleChat subscription at any time through any of the following methods: (a) by logging into your account at chat.multiple.chat, navigating to Account Settings, selecting Subscription, and clicking Cancel Plan or the equivalent cancellation button; (b) by emailing our support team at [email protected] with the subject line "Cancel Subscription" and your account email address. Cancellation requests sent by email will be processed within 2 business days of receipt. It is your responsibility to confirm that your cancellation has been processed and to check your account status. Cancellations cannot be accepted through social media, third-party platforms, or by leaving a review.

9.2 Cancellation Deadline. To avoid being charged for the next Billing Cycle, cancellation must be completed and confirmed at least 24 hours before the next billing date. We cannot process retroactive cancellations, and a cancellation received after the billing date for the next Billing Cycle has passed will not result in a refund of the charge for that Billing Cycle.

9.3 Cancellation Does Not Produce a Refund. Cancelling your subscription does not entitle you to a refund of any kind. Cancellation stops future billing. It does not reverse past billing. Specifically: (a) if you cancel a monthly subscription mid-month, you will not receive a refund for the remaining days of the current month; (b) if you cancel an annual subscription mid-year, you will not receive a refund for the remaining months of the current annual period — not even a pro-rated refund for the portion of the year you did not use; (c) any unused AI credits, tokens, or message quota remaining at the time of cancellation are forfeited without any form of compensation; (d) access to paid features continues until the end of the current Billing Cycle, after which your account reverts to the free tier.

9.4 No Partial Period Refunds Under Any Circumstances. MultipleChat does not offer partial period refunds under any circumstances. This means that regardless of when in a Billing Cycle you cancel, you will not receive any refund for the unused portion of that Billing Cycle. We believe this is a fair and industry-standard approach — you've paid for access for the period, and access is available to you for the full period, regardless of whether you choose to use it.

9.5 Data Retention After Cancellation. Upon cancellation and the end of your final Billing Cycle, your conversation history, account data, and any outputs stored on our servers will be retained in accordance with our Privacy Policy and data retention schedule. We do not delete your data immediately upon cancellation, but we make no commitment to retain your data indefinitely. The retention or deletion of your data following cancellation has no bearing on any billing or refund obligations under this Policy.

9A.1 What Tokens Actually Are. Every time you interact with an AI model through MultipleChat — every message sent, every response received, every document processed, every image generated — MultipleChat transmits a request to the API of the relevant Third-Party AI Provider (OpenAI, Anthropic, Google, Meta, Mistral, or others) and is charged for the computational resources consumed by that request, measured in tokens. A token is approximately equal to four characters of text, but the concept extends to all forms of AI computation: image generation is billed per image; document processing is billed per page or per token equivalent; web searches carry their own costs; Smart Mode routing carries additional overhead. These costs are incurred the instant the request is made — before a response even arrives — and they are paid by MultipleChat to the AI provider on your behalf. They cannot be refunded to MultipleChat by the AI provider, and therefore cannot be refunded by MultipleChat to you.

9A.2 Service Performance Begins Immediately. By completing your subscription purchase and activating your account, you expressly request the immediate commencement of Service Performance. Service Performance begins at the moment of successful payment — not when you first send a message, not when you first log in, but at the moment the payment is processed. From that instant, MultipleChat: allocates computational capacity to your account; activates your access credentials; maintains infrastructure dedicated to your session; and stands ready to transmit AI requests on your behalf at any time during the Billing Cycle. These are not hypothetical or future costs — they are real, operational, ongoing costs that begin the moment your subscription activates. Token consumption begins and the costs become non-recoverable the moment you make your first AI request.

9A.3 Token Consumption Is Permanent and Non-Reversible. Tokens consumed by any AI request are permanently and irreversibly consumed at the moment of that request. There is no mechanism — technical, contractual, or otherwise — by which consumed tokens can be restored, reversed, credited back, or "un-consumed." When you send a message to GPT-4o through MultipleChat, OpenAI charges us for those tokens at that moment. When you generate an image through DALL-E 3, OpenAI charges us for that image generation immediately. When you process a document through any AI model, we are charged for every token in that document at the moment of processing. None of these costs can be recovered if you subsequently decide you no longer want the subscription. Accordingly, token consumption is final, non-refundable, and does not create any right to a refund of any Subscription Fee.

9A.4 Presentation Studio and Image Generation — Special Note. Two features of the MultipleChat platform carry particularly high computational costs and are therefore specifically called out here. Presentation Studio — MultipleChat's AI-powered slide and document generation feature — consumes substantial token allocations and may additionally involve image generation, document formatting compute, and multi-model processing in a single session. Image generation features — including but not limited to DALL-E 3 and any other image models integrated into the platform — carry per-image costs that are among the highest per-request costs in the platform. For this reason: (a) any use of Presentation Studio, including generating any slide, outline, template, or presentation, constitutes Substantial Usage and permanently forecloses any discretionary refund consideration; (b) any image generation request, including the generation of a single image, constitutes Substantial Usage and permanently forecloses any discretionary refund consideration; and (c) image generation credits and Presentation Studio usage are non-refundable once consumed, regardless of whether the output met the User's expectations.

9A.5 Numerical Thresholds for Substantial Usage. To eliminate any ambiguity about when discretionary refund consideration is foreclosed by Substantial Usage, MultipleChat establishes the following operational thresholds. A refund request will not be considered on any discretionary basis once any one of the following thresholds has been met or exceeded — and these thresholds are applied cumulatively, not alternatively, meaning that reaching any single threshold forecloses discretionary refund consideration independently: (a) more than five (5) AI text requests have been processed through any AI model; (b) one (1) or more image generation requests have been processed; (c) one (1) or more presentations or documents have been generated through Presentation Studio; (d) one (1) or more files or documents have been uploaded and processed; (e) more than ten percent (10%) of the User's allocated monthly token budget has been consumed; (f) any API call has been made using the User's account API key. These thresholds are provided as operational guidance. MultipleChat reserves the right to determine that Substantial Usage has occurred at lower levels of consumption where the nature of the usage — for example, processing a very large document, or generating a particularly compute-intensive image — reflects meaningful service delivery even if the raw request count is low.

9A.6 Why Unused Allocation Is Still Non-Refundable. A common misconception is that if you did not use all of your token allocation for a Billing Cycle, you are entitled to a refund for the unused portion. This is incorrect, for two reasons. First, the Subscription Fee is not a prepayment for tokens in the sense of a prepaid card — it is a fee for access to the platform for the duration of the Billing Cycle, with a token allocation included as part of that access. The fee covers infrastructure, engineering, third-party API costs, and the continuous operational availability of the platform, not merely token consumption. Second, by maintaining the platform in an operational state and ready to serve your requests throughout the Billing Cycle, MultipleChat incurs costs regardless of how many requests you actually make. Unused allocation does not reduce MultipleChat's costs, and therefore does not create any refund entitlement.

9A.7 Operational Evidence Retention. MultipleChat maintains detailed logs of all Usage Events, token consumption, API calls, session data, and Subscription Fee transactions for every User account. These logs include: timestamps of T&C acceptance; IP addresses and device identifiers; timestamps of first and subsequent AI requests; token consumption records per request and per Billing Cycle; Payment Processor transaction IDs and confirmation records; subscription activation and renewal timestamps; and any other data relevant to establishing the fact and extent of Service Performance. In the event of any payment dispute, chargeback, or legal claim, MultipleChat will rely on these logs as primary evidence of service delivery and User consent. Users attempting to deny service usage or T&C acceptance in connection with a refund claim or chargeback do so in the knowledge that MultipleChat holds precise, timestamped records of all account activity.

9B.1 What Constitutes Patterned Abuse. MultipleChat reserves the right to identify and respond to Patterned Abuse, as defined in Section 1 of this Policy. Specific behavioural patterns that MultipleChat monitors for include, without limitation: (a) subscribing and making heavy or intensive use of the platform within the first 24–48 hours of a Billing Cycle, followed by a refund request; (b) subscribing, generating a large volume of AI content, presentations, or images, and then requesting a refund within the same Billing Cycle; (c) repeatedly subscribing and cancelling across multiple consecutive Billing Cycles in a pattern that suggests exploitation of the subscription model rather than genuine ongoing use; (d) creating multiple accounts — whether under the same or different identity details — to access free tiers, trial periods, or introductory pricing more than once; (e) consuming the majority of a Billing Cycle's token allocation shortly before a renewal date and then disputing the renewal charge; (f) submitting refund requests immediately following high-volume usage sessions; and (g) any other pattern that MultipleChat reasonably determines reflects an attempt to obtain computational services without fair and complete compensation.

9B.2 Right to Deny Refunds Based on Usage Patterns. Where MultipleChat identifies Patterned Abuse or a usage pattern consistent with Patterned Abuse, MultipleChat reserves the right to deny any refund request — whether discretionary or otherwise — regardless of whether the request would otherwise qualify under Section 11 of this Policy. Usage patterns are assessed holistically across the User's full account history, not merely in relation to a single Billing Cycle. A User who has a history of requesting refunds, disputing charges, or cancelling shortly after heavy usage is subject to heightened scrutiny and reduced likelihood of any discretionary refund consideration.

9B.3 Account Flags and Restrictions. Accounts identified as exhibiting Patterned Abuse or high-risk refund behaviour may be subject to any or all of the following actions at MultipleChat's sole discretion: (a) permanent ineligibility for any discretionary refund consideration; (b) requirement of additional identity verification before any future subscription or account reinstatement; (c) access restrictions or feature limitations applied to the account; (d) account suspension or permanent termination; (e) permanent ban from creating future accounts; and (f) submission of account information and usage records to relevant payment processor fraud networks. MultipleChat is not required to notify the User before implementing any of these measures.

9B.4 Serial Chargebacks. A User who initiates more than one chargeback against MultipleChat — whether across one or multiple accounts — will be permanently blacklisted from the platform and will be reported to Stripe's dispute management system and, where applicable, to card network fraud databases. MultipleChat maintains records of all chargeback events across its entire user base and cross-references new accounts against known abuser profiles where technically possible.

9B.5 Abuse Does Not Create Entitlement. No act of Patterned Abuse, however extensive, creates any entitlement to a refund. If anything, the identification of Patterned Abuse reduces the likelihood of any refund being granted to zero. A User who believes they have been incorrectly identified as engaging in Patterned Abuse may contact MultipleChat at [email protected] to provide an explanation, which MultipleChat may or may not accept at its absolute discretion.

10.0 Account Creation Alone. "I created an account but never sent a message." "I signed up but never really used it." "I registered and then changed my mind immediately." As explained in Sections 4 and 5, the act of creating a MultipleChat account is itself a Usage Event that permanently waives your right to a refund. It does not matter that you never sent a message, never viewed an AI response, or never interacted with any AI model. The infrastructure costs associated with your account are incurred at the moment of registration. There is no "I just signed up and immediately want a refund" window on MultipleChat. If you are not certain you want to subscribe, please do not subscribe. If you have questions before registering, please contact us at [email protected] first.

10.1 Dissatisfaction with AI Output Quality. "I didn't like the AI's response." "The AI gave me wrong information." "The output wasn't what I expected." "The AI misunderstood my prompt." "The response was too long / too short / not specific enough." "I got better results from a different AI tool." None of these statements constitute grounds for a refund. AI outputs are probabilistic, inherently variable, and cannot be guaranteed to meet any particular standard of quality, accuracy, or satisfaction. You are paying for access to the AI, not for any specific outcome. We genuinely do care about output quality and are constantly working to improve it — but dissatisfaction with output does not entitle you to a monetary refund.

10.2 Low or Minimal Usage. "I only sent one message." "I didn't use it much this month." "I subscribed but then got busy and forgot about it." "I subscribed thinking I'd use it more than I did." The amount of usage you actually perform is your choice and your responsibility. MultipleChat is available to you for the full Billing Cycle the moment your subscription activates. The fact that you chose not to use it, or used it less than you anticipated, does not affect the cost MultipleChat incurred in making it available to you, and does not entitle you to a refund.

10.2A Image Generation Usage. "I generated one image and didn't like it." "The image wasn't what I wanted." "I only tried image generation once." Image generation is one of the highest per-request cost features on the MultipleChat platform. Each image generation request results in an immediate, non-refundable charge from the image model provider to MultipleChat. The generation of any single image — regardless of its quality, whether it was downloaded, whether it was used, or whether you were satisfied with it — constitutes Substantial Usage and permanently forecloses any discretionary refund consideration. Image generation credits are non-refundable once consumed under any circumstances. This applies to all image generation models available through MultipleChat including DALL-E 3, and any other image model integrated into the platform now or in the future.

10.2B Presentation Studio Usage. "I generated a presentation but wasn't happy with the slides." "I tried Presentation Studio once." "The presentation didn't meet my expectations." Presentation Studio is a compute-intensive feature that consumes significant token allocations and may additionally involve AI image generation, multi-model processing, and document formatting computation in a single session. The generation of any presentation, outline, template, or slide through Presentation Studio — regardless of the number of slides, the quality of the output, whether the presentation was downloaded, or whether it was ultimately used — constitutes Substantial Usage and permanently forecloses any discretionary refund consideration. Presentation Studio usage is non-refundable once any generation has occurred.

10.3 Forgetting to Cancel. "I forgot to cancel before it renewed." "I meant to cancel but it slipped my mind." "I didn't realize my trial was ending." "I thought I had already cancelled." We hear this one a lot, and we genuinely sympathize — remembering subscription renewal dates can be tricky when you have a lot going on. But we can't offer refunds for late cancellations. Your subscription renews automatically, as clearly stated in Section 6 and at the time of purchase. The remedy for not wanting to renew is to cancel before the renewal date, which you can do at any time from your account settings.

10.4 Change of Mind. "I decided I don't need this anymore." "I found a different service I prefer." "I wasn't expecting it to be this expensive." "I bought this by mistake." "I thought it included more features than it does." A change of mind or change of circumstances after a purchase does not entitle you to a refund. This is a general principle of commercial contract law in most jurisdictions and applies equally to MultipleChat subscriptions. We encourage you to review our pricing and feature list carefully before subscribing. Our subscription page and pricing information is always publicly available at multiplechat.ai/subscription.

10.5 Technical Issues on Your End. "My internet was slow." "My browser had a problem." "My computer crashed and I lost my conversation." "The app didn't work on my device." "I couldn't log in because of an issue with my password." Issues arising from your device, browser, operating system, internet connection, or any other factor within your control or that of your service providers (including your internet service provider) do not constitute failures of the MultipleChat platform and are not grounds for a refund.

10.6 Temporary Platform Slowness or Degradation. "The platform was slow for a few hours." "Some features weren't working perfectly for a day." "One of the AI models was giving slower responses than usual." Temporary performance degradation, slowness, or reduced functionality — particularly during periods of high demand or when one or more Third-Party AI Providers are experiencing issues — is an inherent characteristic of cloud-based AI services and does not constitute grounds for a refund. Please see Sections 20 and 21 for more detail.

10.7 Specific AI Model Unavailability. "GPT-4 wasn't available for a few hours." "Claude was down." "Gemini gave an error." Temporary unavailability of a specific AI model or AI provider does not constitute a total service failure. MultipleChat provides access to multiple AI models, and temporary unavailability of any one model does not affect the availability of other models or the platform as a whole. Only a complete, total outage of the entire platform for more than 72 consecutive hours (as described in Section 11.2) could potentially be considered under our limited exception.

10.8 Account Suspended or Terminated for Policy Violation. "My account was suspended but I didn't do anything wrong." "I was banned and I want my money back." If your account has been suspended or terminated because of a violation of MultipleChat's Terms of Service or Acceptable Use Policy — regardless of whether you agree with our assessment of the situation — you are not entitled to a refund of any Subscription Fees paid. By agreeing to our Terms of Service, you accepted that violations may result in termination without refund.

10.9 Platform Design or Feature Dissatisfaction. "I don't like the interface." "The app design isn't what I expected." "You removed a feature I used to use." "The platform changed and I don't like the new version." "The features aren't as good as I thought they'd be." Aesthetic, design, or feature-related dissatisfaction — including dissatisfaction arising from changes MultipleChat makes to the platform over time — does not constitute grounds for a refund. We constantly update and improve our platform, which may result in features being added, changed, or removed. Our Terms of Service describe our right to modify the Service.

10.10 Personal or Financial Circumstances. "I lost my job." "I'm going through a difficult time financially." "I can't afford this anymore." We understand that financial circumstances change, and we're sorry if you're going through a hard time. Unfortunately, we're not able to offer refunds based on personal or financial circumstances that arise after a subscription has been purchased. If you're concerned about upcoming charges, please cancel your subscription before the next renewal date.

10.11 Switching to a Competitor. "I'm using ChatGPT Plus now instead." "I found a cheaper alternative." "I'm using Claude directly from Anthropic." Choosing to use a different AI platform does not entitle you to a refund from MultipleChat. Your subscription remains active and valuable for the remainder of its Billing Cycle regardless of whether you choose to use it.

10.12 AI Output Used for Professional Purposes and Found Insufficient. "I used this for work and the output wasn't good enough to submit." "I needed it for a legal document and the AI made errors." "The code the AI wrote didn't work." AI-generated content is provided as-is, without any warranty of fitness for professional, legal, medical, financial, academic, or commercial purposes. We strongly advise all Users to review, verify, and professionally validate any AI-generated content before relying on it for any consequential purpose. MultipleChat is not a professional services provider, and any such use of AI output is at your own risk.

10.13 Subscription Purchased as a Gift or for Another Person. If you subscribed to MultipleChat on behalf of, or as a gift for, another person, any refund request must still meet the criteria in this Policy. The fact that the subscription was a gift, or that the intended recipient was dissatisfied, does not create any additional refund entitlement.

10.14 Dissatisfaction with Support Response. "I contacted support and wasn't happy with the response." "My issue wasn't resolved to my satisfaction." "Support took too long to reply." Dissatisfaction with customer support interactions does not entitle you to a refund of Subscription Fees, although we take all feedback about our support quality seriously and welcome you to share concerns at [email protected].

10.15 Force Majeure Events. Service interruptions or degradation caused by events beyond MultipleChat's reasonable control — including Third-Party AI Provider outages, Internet infrastructure failures, natural disasters, cyberattacks, government actions, or any other force majeure event as described in Section 21 — do not constitute grounds for a refund.

10.16 Identity Verification Pending, Delayed, or Inconvenient. "I subscribed but couldn't access the platform because verification was pending." "The verification process took too long." "I wasn't aware verification would be required." "I found the verification process inconvenient or intrusive." "I couldn't complete verification in time." As explained fully in Section 3.5 and Section 35, MultipleChat expressly reserves the right to conduct identity verification before granting, restoring, or continuing access to the platform or any paid feature. This verification process may take up to several business days and may require the submission of documentation. Any period during which access is withheld, limited, or delayed due to an ongoing, pending, or incomplete verification review does not constitute a failure of the Service, a service interruption, a billing error, or valid grounds for a refund of any kind. By subscribing, you acknowledge and accept that verification may be required at any time and that it may take time. The mere existence of a verification requirement, the duration of the verification process, and any inconvenience caused by it do not create any right to a refund, partial credit, or compensation.

10.17 Verification Failed, Refused, or Incomplete. "My account was not approved after verification." "I couldn't complete the required verification steps." "My documents were rejected." "I didn't want to submit identity documentation." In the event that a User is unable or unwilling to complete identity verification to MultipleChat's satisfaction — for any reason, including failure to provide satisfactory documentation, refusal to participate in the verification process, or provision of inaccurate or misleading information — MultipleChat may decline to grant or continue access to the platform. Any Subscription Fee paid prior to the conclusion of the verification process is non-refundable, except to the minimum extent required by applicable mandatory consumer protection law. Users who provide false, forged, or misleading verification documentation forfeit all refund rights under any circumstances and may be reported to relevant regulatory authorities. See Section 35 for full details on MultipleChat's verification rights and procedures.

10.18 Any Reason Not Listed in Section 11. This list is illustrative and not exhaustive. Any reason for requesting a refund that is not explicitly covered by one of the three narrow exceptions in Section 11 is not valid grounds for a refund, regardless of the circumstances. If you're not sure whether your situation qualifies, please contact us first at [email protected] before initiating any chargeback or payment dispute.

12.1 The Obligation to Contact MultipleChat First. Before initiating any chargeback, payment reversal, payment dispute, or formal complaint to any bank, credit card issuer, payment processor, financial regulatory authority, or consumer protection body in respect of any charge made by MultipleChat, you are required to: (a) contact MultipleChat at [email protected] with full details of the disputed charge; (b) allow MultipleChat a minimum of ten (10) business days to investigate and respond to your concern; and (c) cooperate in good faith with any requests for additional information or documentation that MultipleChat makes during the investigation period. Failure to comply with this obligation constitutes a material breach of this Policy and the Terms of Service.

12.2 Unauthorized Chargebacks — Consequences. If you initiate a chargeback or payment dispute without first following the process in Section 12.1, or if you initiate a chargeback in respect of a charge that MultipleChat determines was legitimate and accurately described at the time of purchase, MultipleChat reserves the right to take any or all of the following actions, in its sole discretion: (a) immediately and permanently terminate your MultipleChat account and all associated accounts, with no warning and no refund of any remaining Subscription period; (b) permanently ban you from registering any new MultipleChat account, including accounts using different email addresses, payment methods, or identity details; (c) submit evidence to the Payment Processor contesting the chargeback and seeking reversal of the disputed amount; (d) pursue recovery of the full disputed amount, together with all chargeback processing fees charged by the Payment Processor (typically between €15 and €35 per chargeback), administrative costs incurred in contesting the chargeback, and legal fees if legal action becomes necessary; (e) report your payment details and account information to relevant fraud prevention services, chargeback tracking databases, and anti-abuse networks used by payment processors and digital service providers; and (f) pursue civil legal claims against you in the courts of Zurich, Switzerland, for breach of this Policy and the Terms of Service.

12.3 Winning a Chargeback Does Not Mean You Were Right. A chargeback that is won by the cardholder at the bank level is not a legal determination that MultipleChat wrongly charged you. Banks and card issuers apply their own criteria when adjudicating chargebacks — criteria that are entirely separate from the legal analysis of whether a charge was justified under the terms of a subscription agreement. MultipleChat may contest a chargeback even where the bank has initially ruled in the cardholder's favor, and may pursue the disputed amount through other legal channels.

12.4 Good Faith Disputes. We want to be clear that the above consequences apply only to abusive, bad-faith, or unjustified chargeback requests. If you have a genuine, good-faith belief that you were wrongly charged, please contact us first. We will treat your concern with respect and try to resolve it quickly. The chargeback process is expensive and disruptive for everyone involved — including you — and it's almost never the right first step.

Step 1 — Check the Deadline. All refund requests must be submitted within five (5) calendar days of the date the disputed charge was processed, or within five (5) calendar days of the date on which the triggering incident (e.g., verified service outage) ended, whichever is applicable. Requests submitted after this deadline are ineligible, without exception and regardless of the reason for the delay. We apply this deadline strictly because our ability to investigate billing issues diminishes rapidly over time, and because Payment Processor rules impose their own deadlines on our ability to process refunds.

Step 2 — Prepare Your Information. Before contacting us, please have the following ready: (a) the email address associated with your MultipleChat account; (b) the Stripe transaction ID or MultipleChat invoice number for the disputed charge (you can find this in your account billing history or on your bank or card statement); (c) the date of the disputed charge; (d) the specific exception under Section 11 that you believe applies to your situation; (e) a clear, factual description of the circumstances; and (f) any supporting documentation — for example, a bank or card statement showing the charge, screenshots of any error messages, or any other evidence relevant to your claim. Incomplete requests will be declined without further review.

Step 3 — Send Your Request. Email your complete refund request to [email protected]. Use the following subject line format exactly: "REFUND REQUEST — [your account email address] — [transaction ID]". For example: "REFUND REQUEST — [email protected] — txn_1234567890". Refund requests submitted through any other channel — including our contact form, social media, in-app chat, or any other method — will not be considered and will not preserve your eligibility window.

Important Note on Multiple Requests. Submitting more than one refund request for the same charge, re-submitting a previously declined request without new material evidence, or submitting refund requests in bad faith or in excessive volume may be treated as an abuse of our support process and may result in suspension of your account and/or permanent disqualification from future refund consideration.

14.1 Acknowledgment. We will acknowledge receipt of your refund request within 3 business days by email. If you do not receive an acknowledgment within this timeframe, please check your spam folder before resending — our support emails sometimes end up in spam filters.

14.2 Investigation. Once acknowledged, your request will be reviewed by a member of our billing team. We may contact you to request additional information or documentation. You will have 5 business days to respond to any request for additional information. Failure to respond within this period may result in your request being declined.

14.3 Decision Timeline. We aim to provide a decision on all refund requests within 7 business days of receipt of all necessary information. During periods of high volume or for complex cases, this timeline may be extended. We will keep you informed of any delay. A non-response from us within the stated timeline does not constitute approval of your request.

14.4 The Decision is Final. All decisions on refund requests are made at the sole and absolute discretion of MultipleChat. Decisions are final and binding and are not subject to internal appeal, escalation, or review. MultipleChat is not required to provide detailed reasons for any refund decision, although we will endeavor to provide a brief explanation as a courtesy.

14.5 External Review. If you are dissatisfied with our decision and believe you have a legal right to a refund that we have wrongly declined, your remedies are limited to those available under Section 27 (Dispute Resolution) of this Policy. We encourage you to review that Section before taking any further action.

15.1 Refund to Original Payment Method Only. Approved refunds will be issued exclusively to the original payment method used to make the disputed charge. MultipleChat does not issue refunds by cash, bank transfer, cheque, cryptocurrency, account credit, gift voucher, or any other method. If the original payment method is no longer available (for example, the card has been cancelled or the account closed), MultipleChat will work with the Payment Processor to determine the most appropriate method of refund, but cannot guarantee that the refund will be deliverable and bears no liability for the costs or consequences of an undeliverable refund.

15.2 Amount of Refund. Where a refund is approved, only the specific amount determined to be in error or legally required will be refunded. In cases of a billing error, this will typically be the amount overcharged (not the full subscription fee, unless the entire charge was erroneous). In cases of a legally mandated refund, this will be the minimum amount required by applicable law. MultipleChat will not refund amounts beyond what is specifically justified by the approved exception.

15.3 Account Status Upon Refund. In most cases, the approval of a refund and the issuance of a refund payment will result in the immediate termination of your MultipleChat account and all associated access rights. You will receive no grace period following the issuance of a refund. Data retention following account termination is governed by MultipleChat's Privacy Policy.

15.4 Processing Times. Once approved, refunds are typically processed by MultipleChat within 5 business days. Following processing by MultipleChat, the refund must be processed by the Payment Processor and then by your bank or card issuer, which may take an additional 5–10 business days depending on the policies of those institutions. The total time from refund approval to funds appearing in your account may therefore be up to 15–20 business days. MultipleChat has no control over the timing of processing by Payment Processors or banks, and delays caused by those institutions are not a basis for complaint against MultipleChat.

15.5 Refund as Full and Final Settlement. Acceptance of a refund from MultipleChat constitutes full and final settlement of all claims arising from or related to the disputed charge. By accepting a refund, you release MultipleChat, its directors, officers, employees, agents, and affiliates from all claims, demands, liabilities, costs, and expenses of any kind arising from the circumstances giving rise to the refund request.

16.1 Scope. If you purchased your MultipleChat subscription through a third-party distribution channel — including the Apple App Store, Google Play Store, or any other marketplace, reseller, or affiliate — your purchase is governed by the payment terms and refund policies of that platform, not by this Policy. MultipleChat has no ability to view, access, modify, or process payments made through third-party platforms, and therefore has no ability to approve or process refunds for such purchases.

16.2 Where to Submit Third-Party Refund Requests. If you purchased through the Apple App Store, please visit reportaproblem.apple.com to submit a refund request to Apple. If you purchased through the Google Play Store, please contact Google Play support at support.google.com/googleplay to submit a refund request. All other third-party platform purchases should be directed to the relevant platform's customer support.

16.3 No Responsibility for Third-Party Decisions. MultipleChat has no influence over the refund decisions made by third-party platforms. We are not responsible for refunds granted or denied by those platforms, and we cannot intervene in any way in the third-party refund process. If a third-party platform grants you a refund for a MultipleChat subscription, MultipleChat reserves the right to terminate the associated subscription immediately upon notification of the refund.

17.1 Upgrades. If you upgrade from a lower subscription tier to a higher one during a Billing Cycle, you will be charged a pro-rated amount for the upgrade for the remainder of the current Billing Cycle, and your next Billing Cycle will be charged at the full rate for the higher tier. Upgrade charges are non-refundable.

17.2 Downgrades. If you downgrade from a higher subscription tier to a lower one, the downgrade will typically take effect at the start of the next Billing Cycle. You will not receive a refund or credit for the difference in price for the current Billing Cycle. You will continue to have access to the features of your current (higher) tier until the end of the current Billing Cycle.

17.3 No Refund for Unused Features at Lower Tier. If you upgrade to a higher tier and subsequently determine that you do not need the additional features, or that the additional features do not meet your expectations, this does not entitle you to a refund of the upgrade charge or the differential in price between the tiers.

18.1 Termination for Cause. If MultipleChat suspends or terminates your account due to a violation of the Terms of Service or Acceptable Use Policy — including but not limited to abuse of the platform, sending harmful content, circumventing usage limits, creating multiple accounts to abuse free tiers, or any other policy violation — you are not entitled to a refund of any Subscription Fees paid, including Fees for the current Billing Cycle. The right to terminate for cause and the right to retain Fees paid are separate from each other: termination for cause does not create a billing error.

18.2 Termination Without Cause. MultipleChat reserves the right to terminate any User account at any time and for any reason, including for business reasons unrelated to any policy violation. In the event that MultipleChat terminates your account without cause — meaning without any violation of the Terms of Service on your part — during a paid Billing Cycle, MultipleChat may, at its discretion, offer a pro-rated refund for the unused portion of the current Billing Cycle. Such a refund would be calculated on a daily basis from the date of termination to the end of the Billing Cycle. This is the only circumstance in which a pro-rated refund may be available.

18.3 Your Right to Terminate. You may terminate your account at any time by following the cancellation process in Section 9. Terminating your account does not produce a refund of any Fees already charged, as described in Section 9.3.

19.1 Nature of AI Outputs. AI language models, image generators, and other AI systems accessible through MultipleChat are probabilistic systems that generate outputs based on statistical patterns in their training data. They are not deterministic, they are not infallible, and they are not substitutes for professional expertise. Their outputs may be: inaccurate, incomplete, outdated, biased (in ways that may or may not be apparent), offensive, misleading, internally inconsistent, or simply wrong. This is a known and inherent characteristic of current AI technology, and it applies to every AI model currently available, regardless of how sophisticated it is.

19.2 No Warranty on AI Outputs. MultipleChat makes absolutely no representation, warranty, guarantee, or assurance of any kind regarding the accuracy, reliability, completeness, suitability, timeliness, or fitness for any particular purpose of any AI-generated output produced through the platform. This disclaimer applies to outputs from every AI model, including GPT-4o, Claude 3.5, Gemini 1.5, and all others. No output from any AI model should be relied upon without independent verification by a qualified professional in the relevant field.

19.3 Specific High-Risk Uses. In particular, AI outputs from MultipleChat should NOT be used without expert verification for: legal advice or legal documents; medical or health advice or diagnosis; financial advice or investment decisions; engineering, architectural, or structural calculations; pharmaceutical or medication information; psychological or mental health support; safety-critical systems or processes; or any other context where an error could result in significant harm, financial loss, legal liability, or physical danger. Using AI outputs in these contexts without expert verification is entirely at your own risk, and any dissatisfaction arising from such use is not grounds for a refund.

19.4 "Hallucinations" and Factual Errors. AI language models sometimes produce confident-sounding but entirely fabricated information — a phenomenon commonly known as "hallucination." This includes invented citations, false statistics, incorrect historical facts, non-existent legal cases, and other plausible-sounding but incorrect content. The presence of hallucinated content in an AI response does not constitute a service failure, a defect in the platform, or grounds for a refund.

20.1 Dependency on Third Parties. MultipleChat's ability to provide its Services is fundamentally dependent on the continued, reliable operation of the APIs and services of Third-Party AI Providers — including OpenAI, Anthropic, Google, Meta, Perplexity, Mistral, and others. These providers are entirely independent of MultipleChat. MultipleChat has no control over their operations, their pricing, their availability, their terms of service, their decisions about which features to offer, or their decisions to change, restrict, or discontinue their services.

20.2 No Liability for Provider Disruptions. MultipleChat is not liable for any service disruption, degradation, outage, change in capability, or termination of service caused by any Third-Party AI Provider. This includes: (a) complete or partial outages of any specific AI model or provider; (b) rate limiting or throttling imposed by any AI provider; (c) changes to AI model capabilities or output quality made by the provider; (d) discontinuation of any AI model by its provider; (e) increases in latency or response times caused by provider infrastructure issues; and (f) changes in the terms or pricing imposed by any provider that affect MultipleChat's ability to offer certain features or models.

20.3 MultipleChat's Response to Provider Disruptions. When a Third-Party AI Provider experiences an outage or disruption, MultipleChat will use commercially reasonable efforts to communicate the issue to Users and to route requests to alternative providers where possible. However, we cannot guarantee uninterrupted access to any specific AI model or provider, and disruptions caused by third parties are not grounds for a refund.

21.1 Definition. A "Force Majeure Event" means any event, circumstance, or occurrence beyond MultipleChat's reasonable control that prevents or materially impedes MultipleChat's ability to perform its obligations under any subscription arrangement, including but not limited to: acts of God (including earthquakes, floods, storms, hurricanes, and other natural disasters); epidemics, pandemics, or public health emergencies; fire, explosion, or industrial accident; war, invasion, armed conflict, terrorism, civil unrest, or rebellion; strikes, lockouts, or industrial disputes (other than those involving MultipleChat's own employees); actions, regulations, orders, or decisions of any government, governmental body, regulatory authority, or court; power outages or failures in electrical supply; Internet infrastructure failures, including failures of major backbone providers, data center operators, or content delivery networks; cyberattacks, distributed denial-of-service attacks, or other malicious acts by third parties directed at MultipleChat's infrastructure or its service providers; and any other event that could not, with reasonable diligence, have been foreseen or prevented by MultipleChat.

21.2 No Liability or Refund Obligation. MultipleChat shall not be in breach of any obligation and shall not be liable for any failure or delay in performance of its Services to the extent that such failure or delay is caused by a Force Majeure Event. A Force Majeure Event does not entitle any User to a refund, credit, or compensation of any kind. MultipleChat will use commercially reasonable efforts to resume Services as quickly as possible following a Force Majeure Event, and will communicate with Users regarding the expected duration and nature of any service disruption caused by such an event.

22.1 Nature of Beta Features. MultipleChat may from time to time make available features, integrations, tools, AI models, or capabilities that are designated as "beta," "experimental," "preview," "early access," "alpha," or any similar designation intended to communicate that the feature is not yet fully developed, tested, or stable. These designations signal that the feature may be incomplete, may contain errors, may behave unexpectedly, may be changed or discontinued without notice, and may not perform to the same standard as fully released features.

22.2 Use at Own Risk. Beta and experimental features are provided strictly on an "as-is" and "as-available" basis, without any warranty of any kind. You use such features entirely at your own risk. By accessing or using a beta feature, you acknowledge and accept the risks associated with using pre-release software, including the risk of data loss, errors, unexpected behavior, and feature discontinuation.

22.3 No Refund for Beta Feature Issues. Any issue, error, disruption, or dissatisfaction arising from the use of a beta or experimental feature does not constitute grounds for a refund of any Subscription Fee. This applies regardless of how prominently the feature was advertised or how central it was to your reason for subscribing. If a specific feature is critical to your decision to subscribe, we recommend waiting until it has been fully released and is no longer designated as beta before subscribing on the basis of that feature.

23.1 Our Commitment to Intellectual Property. MultipleChat respects the intellectual property rights of all content creators, and we expect our Users to do the same. We have designed our platform and our acceptable use policies to minimize the risk of copyright infringement.

23.2 DMCA Notice and Takedown. If you are a copyright owner or an agent authorized to act on behalf of a copyright owner, and you believe that any content accessible through or generated by the MultipleChat platform infringes your copyright, you may submit a written notice of claimed infringement ("DMCA Notice") to us at [email protected] with the subject line "DMCA Copyright Infringement Notice." Your DMCA Notice must include all information required under 17 U.S.C. § 512(c)(3): (a) a physical or electronic signature of the copyright owner or their authorized agent; (b) identification of the copyrighted work claimed to have been infringed; (c) identification of the allegedly infringing material and information sufficient to allow us to locate it; (d) your contact information; (e) a statement that you have a good faith belief that the use of the identified material is not authorized by the copyright owner; and (f) a statement, made under penalty of perjury, that the information in the notice is accurate and that you are the copyright owner or authorized to act on their behalf.

23.3 Counter-Notices. If you believe that material you created or uploaded has been wrongly removed in response to a DMCA Notice, you may submit a written counter-notice to us at [email protected]. Your counter-notice must meet the requirements of 17 U.S.C. § 512(g)(3).

23.4 No Refund for Copyright-Related Actions. Any action taken by MultipleChat in response to a DMCA Notice — including the removal of content or the suspension of an account — does not entitle any User to a refund of Subscription Fees. Users are responsible for ensuring that the content they submit to MultipleChat does not infringe the intellectual property rights of any third party.

24.1 Restricted Persons and Jurisdictions. MultipleChat's Services may not be used by, and subscriptions may not be purchased by: (a) any person or entity located in any country or territory that is subject to comprehensive trade sanctions or embargoes imposed by Switzerland, the European Union, the United States (including OFAC sanctions), the United Nations, or any other applicable authority; (b) any person or entity that is listed on any applicable sanctions list, restricted party list, or denied party list, including the US Treasury Department's OFAC Specially Designated Nationals and Blocked Persons List, the EU Consolidated Sanctions List, the Swiss SECO sanctions list, or any equivalent list; or (c) any person or entity otherwise prohibited from receiving services from Swiss companies under applicable export control laws and regulations.

24.2 Representation and Warranty. By subscribing to MultipleChat, you represent and warrant to us that you are not a restricted person or entity as described in Section 24.1, and that you will not use the Services in any manner that would violate any applicable export control law or sanctions regime.

24.3 Termination for Sanctions Violations. If MultipleChat determines or reasonably believes that you are a restricted person or entity, or that you are using the Services in violation of applicable export controls or sanctions, your account will be immediately terminated without notice and without refund. MultipleChat reserves the right to report the matter to relevant governmental authorities and regulatory bodies.

25.1 What Constitutes a Fraudulent or Abusive Request. A refund request is considered fraudulent or abusive if it involves any of the following: (a) the submission of false, forged, or misleading documentation or information in support of the request; (b) misrepresentation of the circumstances giving rise to the request; (c) a claim that a Usage Event did not occur when MultipleChat's logs confirm that it did; (d) submission of multiple requests for the same charge; (e) making a refund request while simultaneously initiating a chargeback for the same charge; (f) making threats, using abusive language, or attempting to coerce MultipleChat staff into approving a refund; (g) submitting a volume of refund requests that appears calculated to abuse the process or exploit our support resources; (h) denying acceptance of the Terms of Service or this Policy when MultipleChat's records confirm timestamped acceptance; (i) claiming no usage occurred when MultipleChat's token consumption logs confirm API calls were made; or (j) any other conduct designed to obtain a refund through dishonest or manipulative means.

25.2 Pattern-Based Refund Denial. Independently of and in addition to Section 9B of this Policy, MultipleChat reserves the right to deny any refund request — including requests that would otherwise qualify under Section 11 — where the User's account history, usage patterns, or chargeback history reveal a pattern consistent with Patterned Abuse as defined in Section 1. Specifically: a User who has previously received a discretionary refund from MultipleChat under any circumstances will not be eligible for a second discretionary refund under any circumstances. A User who has previously initiated a chargeback against MultipleChat — regardless of the outcome — will not be eligible for any discretionary refund under any circumstances. These rules apply across accounts: if MultipleChat determines that multiple accounts are operated by or affiliated with the same individual, the combined history of all such accounts will be considered.

25.3 Evidence MultipleChat Holds and Will Use. In the event of any refund dispute, chargeback, arbitration, or legal proceeding, MultipleChat will present the following categories of evidence to the relevant payment processor, arbitral tribunal, or court, and Users are advised that this evidence is collected automatically and is accurate: (a) the precise timestamp at which the User accepted the Terms of Service and this Refund Policy, including the IP address and device identifier from which acceptance was made; (b) the precise timestamp of the first Subscription Fee payment, including the Payment Processor transaction ID; (c) the precise timestamp of the first AI request made by the User, including the model used and the token count consumed; (d) a full log of all AI requests made during the disputed Billing Cycle, including timestamps, models, token counts, and request types; (e) records of any image generation requests, document uploads, presentation generation sessions, or API calls made by the User; (f) records of all prior refund requests, chargeback events, and customer support interactions associated with the User's account and any affiliated accounts; and (g) any other system logs relevant to establishing the fact and extent of service delivery. This evidence will be presented in a structured, documented format to Stripe and any other relevant body, and MultipleChat has a strong track record of successfully defending legitimate subscription charges using this evidence.

25.4 Stripe Dispute Process and Merchant Rights. MultipleChat participates actively in Stripe's dispute resolution process. When a chargeback is initiated against MultipleChat, we submit a comprehensive evidence package including all of the categories listed in Section 25.3, together with a copy of this Policy and confirmation that the User accepted this Policy at the point of subscription. Stripe evaluates disputes on the basis of evidence quality, and a well-evidenced dispute response — showing T&C acceptance, immediate service delivery, and documented usage — has a high probability of success at the card network level. Users initiating chargebacks against legitimate MultipleChat charges should be aware that such disputes are very likely to be resolved in MultipleChat's favour based on the evidence we hold.

25.5 Consequences of Fraudulent or Abusive Requests. Fraudulent or abusive refund requests will result in: (a) immediate and permanent denial of the refund request; (b) immediate and permanent termination of the User's account and all affiliated accounts; (c) a permanent ban from creating future accounts on any MultipleChat platform or product; (d) reporting of the User's account information, payment details, and behavioural profile to relevant fraud prevention services and payment processor abuse networks; (e) civil legal action for damages, recovery of all costs incurred by MultipleChat in connection with the fraudulent request, and legal fees; and (f) where the conduct constitutes a criminal offence under applicable law, referral to relevant law enforcement authorities. MultipleChat regards fraudulent refund requests as seriously as any other form of fraud against our business and will respond accordingly.

26.1 Taxes. Subscription Fees may be inclusive of or exclusive of applicable taxes (including VAT, GST, sales tax, digital services tax, or other applicable levies) depending on your location and the applicable tax rules. Where MultipleChat is required by law to collect taxes, these will be displayed at checkout and added to the Subscription Fee. Tax amounts paid to MultipleChat in connection with a Subscription are non-refundable, except to the extent required by applicable tax law.

26.2 Tax Receipts. MultipleChat will provide a receipt or invoice for all Subscription Fees charged. Receipts are available in your account billing history. If you require a formal VAT invoice for business purposes, please contact us at [email protected] with your account details and the applicable VAT number.

26.3 Currency Conversion. Subscription Fees are charged in the currency specified at the point of purchase. If your bank or card issuer converts the charged currency to your local currency, any exchange rate used in that conversion is determined by your bank and is outside MultipleChat's control. Any costs, losses, or gains arising from currency conversion are entirely your responsibility and do not constitute grounds for a refund.

27.1 Mandatory Pre-Dispute Notice Period. Before initiating any formal legal proceeding, arbitration, or external complaint in connection with any billing dispute or refund claim, you must: (a) send written notice of the dispute to MultipleChat at [email protected], setting out the nature of the dispute, the amount at issue, and the resolution you are seeking; and (b) allow MultipleChat 30 calendar days from receipt of the notice to attempt to resolve the dispute informally. This pre-dispute notice requirement is a condition precedent to the initiation of any formal proceedings. Failure to comply with this requirement may result in the dismissal of your claim for procedural non-compliance.

27.2 Binding Arbitration. If a dispute cannot be resolved through the informal process described in Section 27.1, it shall be finally and exclusively resolved by binding arbitration. The arbitration shall be conducted in accordance with the Swiss Rules of International Arbitration of the Swiss Arbitration Centre, as in force at the date on which the request for arbitration is filed. The seat of arbitration shall be Zurich, Switzerland. The language of arbitration shall be English. The number of arbitrators shall be one (1) for disputes involving amounts less than CHF 100,000 and three (3) for disputes involving amounts of CHF 100,000 or more. The arbitral award shall be final and binding on both parties and may be enforced in any court of competent jurisdiction.

27.3 Exceptions to Arbitration. Notwithstanding Section 27.2, either party may bring a claim before any court of competent jurisdiction for: (a) interim or injunctive relief; (b) enforcement of an arbitral award; or (c) claims that applicable law expressly requires to be resolved by a court and that cannot be submitted to arbitration.

27.4 Small Claims. Notwithstanding Section 27.2, either party may bring a claim in a small claims court (or equivalent local tribunal) for disputes within that court's jurisdictional limits, provided that the proceeding remains on an individual basis and the User does not seek to aggregate their claim with claims of other Users.

27.5 Time Limitation on Claims. Any claim or dispute arising out of or relating to any charge made by MultipleChat must be brought within 6 months of the date the relevant charge was processed. Any claim not brought within this limitation period is permanently barred, regardless of any statute of limitations or other limitation period that might otherwise apply.

28.1 Individual Claims Only. To the maximum extent permitted by applicable law, you agree that any dispute resolution proceeding — whether through arbitration, court proceedings, or any other mechanism — will be conducted only on an individual basis and not as a class action, collective action, consolidated proceeding, or representative action. You expressly waive any right to participate in, initiate, or benefit from any class action lawsuit, class-wide arbitration, collective arbitration, or any other proceeding in which claims are aggregated across multiple users.

28.2 Severability of Waiver. If the class action waiver in Section 28.1 is found by a court or arbitrator to be unenforceable in any particular case, then the dispute in question shall be resolved in court rather than in arbitration, and the class action waiver shall be severed from the remainder of this Policy to the minimum extent necessary to give effect to the court's ruling. All other provisions of this Policy shall remain in force.

29.1 Cap on Liability. To the maximum extent permitted by applicable law, MultipleChat's total aggregate liability to any User in connection with any Subscription, billing dispute, or refund claim — whether arising in contract, tort (including negligence), strict liability, or otherwise — shall not exceed the total Subscription Fees paid by that User to MultipleChat in the 3-month period immediately preceding the event giving rise to the claim.

29.2 Exclusion of Consequential Damages. To the maximum extent permitted by applicable law, MultipleChat shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including but not limited to loss of profits, loss of revenue, loss of data, loss of goodwill, business interruption, or cost of procurement of substitute services, arising out of or in connection with any Subscription, billing dispute, or refund claim, even if MultipleChat has been advised of the possibility of such damages.

29.3 Mandatory Consumer Rights. Nothing in this Section excludes or limits any liability that cannot be excluded or limited under applicable mandatory law, including liability for death or personal injury caused by MultipleChat's negligence, liability for fraud or fraudulent misrepresentation, or any other liability that cannot be limited by contract under applicable law.

30.1 Governing Law. This Policy, and any non-contractual obligations arising out of or in connection with it, shall be governed by and construed in accordance with the laws of Switzerland, including in particular the Swiss Code of Obligations (Obligationenrecht), without regard to any conflict of laws principles that would cause the application of the law of any other jurisdiction.

30.2 Jurisdiction. Subject to Section 27 (Dispute Resolution and Binding Arbitration), each party irrevocably agrees that the courts of the Canton of Zurich, Switzerland, shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Policy that is not submitted to arbitration. Each party irrevocably waives any objection to the exercise of such jurisdiction, including any objection that proceedings have been brought in an inconvenient forum.

30.3 Mandatory Local Law. Nothing in this Section is intended to deprive any User of the benefit of any mandatory consumer protection provisions of the law of their country of habitual residence, to the extent that such provisions cannot be excluded or limited by agreement under applicable law. Where such mandatory provisions apply, they shall supplement (and not replace) the provisions of this Policy to the minimum extent necessary.

If any provision of this Policy is found by any court, arbitrator, or other competent authority to be invalid, unlawful, unenforceable, or contrary to applicable law, that provision shall be severed from the remainder of the Policy to the minimum extent necessary to make the Policy lawful and enforceable, and the remaining provisions of the Policy shall continue in full force and effect. The parties shall negotiate in good faith to replace any severed provision with a valid provision that achieves, as closely as possible, the same commercial and legal effect as the severed provision.

This Policy, together with MultipleChat's Terms of Service and Privacy Policy, constitutes the entire agreement between MultipleChat and the User with respect to the subject matter of refunds and billing disputes, and supersedes all prior and contemporaneous agreements, understandings, negotiations, representations, and communications — whether oral, written, or electronic — relating to the same subject matter. No User may rely on any statement, promise, representation, or assurance made by any MultipleChat employee, agent, or representative that is not expressly set out in this Policy or the Terms of Service.

33.1 Right to Amend. MultipleChat reserves the right to amend, update, or replace this Policy at any time, at its sole discretion. Amendments may be made to reflect changes in applicable law, changes in MultipleChat's business practices, changes in the Services, or for any other reason.

33.2 Notice of Material Changes. For material changes to this Policy — meaning changes that materially affect your rights or obligations — MultipleChat will provide notice by email to the address associated with your account and/or by posting a notice on the platform. The notice will specify the effective date of the changes, which will be at least 14 days after the notice is sent.

33.3 Acceptance of Changes. Your continued use of the Services after the effective date of any amendment constitutes your acceptance of the amended Policy. If you do not accept the amended Policy, you must cancel your Subscription before the effective date of the amendment. Amendments do not affect refund requests submitted before the effective date of the amendment.

33.4 Version History. MultipleChat will maintain a version history of this Policy. The current version, its effective date, and its version number are set out at the top of this document. Previous versions may be made available upon written request to [email protected].

35.1 The Right to Require Verification. MultipleChat expressly and unconditionally reserves the right, at its sole discretion, to require identity verification of any User — whether new or existing, whether free or paid — at any time, for any reason, without prior notice and without any obligation to explain the reason for the verification requirement. This right applies both at the time of initial account registration and subscription, and at any subsequent point during the lifetime of your account, including upon subscription renewal, plan upgrade, or following any activity on your account that MultipleChat determines warrants additional review. The decision to require verification, the scope and form of verification required, and the acceptance or rejection of any verification materials submitted are entirely within MultipleChat's discretion.

35.2 What Verification May Involve. Identity verification may involve one or more of the following, depending on the circumstances and MultipleChat's assessment of the level of verification required: (a) confirmation of your email address through a verification link or code; (b) submission of a government-issued identification document, such as a passport, national identity card, or driver's licence; (c) submission of a utility bill, bank statement, or other document confirming your address; (d) completion of a liveness check or biometric verification through a third-party verification service; (e) submission of a selfie or photograph alongside an identification document; (f) answering questions about your identity, your use of the platform, or your subscription; (g) responding to an email or in-platform communication from MultipleChat's trust and safety team; or (h) any other verification method that MultipleChat determines to be appropriate in the circumstances. MultipleChat is not required to use the same verification method for all users and may apply different levels of verification scrutiny to different accounts based on risk signals, usage patterns, geographic location, or any other factor.

35.3 Duration of the Verification Process. MultipleChat's identity verification process may take up to several business days to complete. In some cases, where additional documentation is required, where submitted documentation is unclear or requires further review, or where third-party verification services are involved, the process may take longer. MultipleChat will make reasonable efforts to complete verification promptly and to communicate with you about the status of your verification, but does not guarantee any specific timeline for the completion of verification. During the verification period, access to the platform or certain paid features may be restricted or unavailable. MultipleChat is not responsible for any inconvenience, loss, or harm arising from a delay in completing the verification process, regardless of how long that delay is.

35.4 Access During Verification. During a pending verification review, MultipleChat may, at its discretion: (a) grant full access to the platform while verification is underway; (b) grant partial access to the platform, with certain features restricted pending the outcome of verification; (c) suspend access to the platform entirely until verification is complete; or (d) require that certain actions — such as making API calls, generating images, or using premium features — be paused until verification is confirmed. The level of access granted during verification is entirely at MultipleChat's discretion. Any reduction or suspension of access during the verification period does not constitute a service failure, a breach of any obligation, or grounds for a refund.

35.5 No Refund During or Because of Verification. The following are absolute rules regarding refunds in the context of identity verification, and they apply without exception: (a) any Subscription Fee paid before, during, or after a verification process is non-refundable on the grounds that verification was required; (b) any period during which access is limited or suspended due to a verification review does not entitle the User to a refund, credit, or pro-rated reduction in their Subscription Fee; (c) the fact that verification was time-consuming, inconvenient, or frustrating does not create any right to a refund; (d) the fact that a User did not anticipate that verification would be required does not create any right to a refund; (e) the fact that a User disagrees with the decision to require verification does not create any right to a refund; and (f) the fact that a User is unable or unwilling to complete verification — regardless of the reason — does not create any right to a refund, except to the minimum extent required by applicable mandatory consumer protection law. By subscribing to MultipleChat, you expressly accept all of these terms in full.

35.6 Outcome of Verification — Access Granted. If MultipleChat is satisfied with the identity verification materials submitted by a User, access to the platform will be granted or restored, and the User's subscription will continue in the normal course. No additional charges will be made in connection with the verification process, and no refund will be due for any period during which access was limited pending verification.

35.7 Outcome of Verification — Access Denied. If MultipleChat is not satisfied with the identity verification materials submitted by a User — whether because the materials are insufficient, unclear, fail to meet our requirements, are suspected to be inaccurate or forged, or for any other reason — MultipleChat may decline to grant or continue access to the platform. In such circumstances: (a) MultipleChat will notify the User of the outcome by email; (b) the User's subscription will be cancelled with effect from the date of the notification; (c) any Subscription Fee paid by the User is non-refundable, except to the minimum extent required by applicable mandatory consumer protection law; and (d) the User may not register a new account without MultipleChat's prior written consent. MultipleChat's decision on the outcome of verification is final and is not subject to internal appeal, although the User may provide additional documentation and request a re-review, which MultipleChat may or may not conduct at its discretion.

35.8 False, Forged, or Misleading Verification Information. If a User submits false, forged, fraudulent, altered, or otherwise misleading documentation or information in connection with any identity verification process, MultipleChat will: (a) immediately and permanently terminate the User's account without notice and without refund of any Subscription Fees; (b) permanently ban the User from registering any new account; (c) report the matter to relevant law enforcement, regulatory authorities, or fraud prevention services as MultipleChat deems appropriate; (d) pursue civil recovery of any losses incurred, including Subscription Fees, chargeback costs, and legal fees; and (e) share relevant information with payment processors and financial institutions as permitted by applicable law. The submission of false verification information constitutes fraud and is a serious criminal matter in most jurisdictions.

35.9 Data Handling During Verification. Any personal data submitted as part of an identity verification process will be handled in accordance with MultipleChat's Privacy Policy. Identification documents and verification data will be processed only to the extent necessary for the verification purpose and will be retained only for as long as required by law or our data retention policy. MultipleChat may use third-party identity verification service providers to assist with the verification process; any such provider will process your data under appropriate contractual protections in accordance with our Privacy Policy.

35.10 Acknowledgment. By subscribing to MultipleChat and paying any Subscription Fee, you expressly acknowledge that: (a) you have read and understood this Section 35 in full; (b) you accept that identity verification may be required at any time; (c) you accept that verification may take up to several business days; (d) you accept that limited or suspended access during verification does not entitle you to a refund; and (e) you accept that failure to complete verification may result in denial of access without a refund. This acknowledgment is a material term of your subscription agreement with MultipleChat, and your subscription is conditional upon your acceptance of it.