Refund & Cancellation Policy
We want you to be confident subscribing to Hotel-Agents.ai. This policy explains when you can cancel, when you can get a refund, and how to request one. It applies to all subscriptions purchased through our website.
1. Cancel anytime
You can cancel your subscription at any time. When you cancel:
- Your subscription will not renew, and you will not be charged again.
- You keep access to your plan until the end of the current paid period.
- We do not provide partial or pro-rated refunds for the remainder of a billing period, except as described below or as required by law.
2. 14-day money-back guarantee (new subscriptions)
If you are a new customer and not satisfied with the Service, you may request a full refund of your first payment within 14 days of that payment. This applies once, to your initial subscription. After the 14-day window, payments are non-refundable except where required by law.
3. Monthly subscriptions
Monthly plans renew automatically each month. Outside the 14-day guarantee on your first payment, monthly charges are non-refundable. Cancel before your next renewal date to avoid being charged for the following month.
4. Annual subscriptions
Annual plans are billed once for the year at the discounted annual rate. Outside the 14-day guarantee on your first payment, annual fees are non-refundable for the remainder of the term after the guarantee period. You may cancel to prevent the next annual renewal.
5. What is not refundable
- Charges older than the 14-day guarantee window (except where required by law);
- Any usage-based or one-time charges that have already been delivered or consumed;
- Custom or Enterprise engagements, which are governed by their individual agreement;
- Renewals where you did not cancel before the renewal date.
6. Service issues
If the Service is materially not working as described and we are unable to resolve the problem within a reasonable time after you report it, contact us — we will work with you in good faith and may offer a credit or refund at our discretion, in addition to your legal rights.
7. Your statutory rights
Nothing in this policy limits any non-waivable rights you have under applicable consumer-protection law, including any statutory right of withdrawal or cooling-off period that may apply to you. Where mandatory law gives you stronger rights than this policy, those rights prevail.
8. How to request a refund or cancel
- Email support@hotel-agents.ai from the email on your account, with the subject "Refund/Cancellation request".
- Include your account name and, if you have it, your Paddle order or invoice number.
- Tell us whether you want to cancel, request a refund, or both, and a brief reason (optional, but it helps us improve).
We aim to respond within 2 business days. Approved refunds are issued by Paddle to your original payment method, typically within 5–10 business days, depending on your bank or card provider. You can also manage billing or request help directly through the Paddle receipt you received by email.
9. Chargebacks
If you believe a charge is incorrect, please contact us first — we will always try to make it right quickly. Initiating a chargeback without contacting us may result in suspension of your account while the dispute is reviewed.
10. Contact
Questions about this policy? Email support@hotel-agents.ai. Hotel-Agents.ai is operated by Stay Innovation, Israel. Billing is handled by Paddle as Merchant of Record.