Refund Policy

1. General Provisions

This Refund Policy (the “Policy”) sets out the terms and procedure for refunding payments made by users (the “User”) for the BotScale service (the “Service”) provided by BotScale (the “Provider”).

The Policy is drafted in compliance with EU Directive 2011/83/EU on consumer rights, the UK Consumer Rights Act 2015, and other applicable consumer-protection legislation, with due regard for the specific rules governing the supply of digital content.

By paying for any plan, the User confirms that they have read this Policy and the Terms of Service and accept their conditions.

2. Subject of Payment

The User pays for access to Service features under the selected plan (Free, Pro, Max) as described in the Pricing section of the main page. The Service is intangible and is delivered remotely through:

• the Provider’s Telegram bot;
• the web dashboard at assistant.botscale.io.

Payments are processed by third-party PCI-DSS certified payment providers integrated into the checkout form. Settlement currency is US dollars; applicable taxes are added at checkout based on the User’s billing location.

3. Time of Service Supply

The Service is considered supplied at the moment the paid plan is activated on the User’s account. Activation is automatic upon receipt of the payment-processor confirmation, typically within minutes.

A VAT invoice or equivalent receipt is sent to the email address provided at checkout.

Right of withdrawal for digital content. For users resident in the European Union, Article 16(m) of Directive 2011/83/EU provides that the 14-day right of withdrawal does not apply once performance of digital content has begun, if the consumer has given prior express consent and acknowledged that the right of withdrawal is thereby lost. By activating a paid plan and using any paid feature, the User provides such consent and acknowledgement.

4. Refund Conditions

4.1 Full refund

A full refund is issued where:

• the Service was not supplied due to technical reasons on the Provider’s side (the paid plan was not activated or remained inaccessible for more than 24 hours after payment);
• the payment was made in error (duplicate charge, accidental purchase of the wrong plan);
• a refund request is filed before any paid feature is first used.

4.2 Partial refund

If paid features have already been used, the User may terminate performance of the contract and receive a pro-rated refund for the unused portion of the billing period, less:

• the value of tokens actually consumed;
• the value of audio-transcription minutes actually consumed;
• the value of the memory quota occupied;
• the Provider’s direct costs incurred with LLM providers (Anthropic, OpenAI, and similar) and infrastructure.

4.3 Refund denied

No refund is issued where:

• the Service was fully supplied in accordance with the plan and no complaint about quality was submitted;
• these Terms of Service were breached, resulting in suspension or termination of access;
• the request is filed after the end of the billing period for which payment was made.

5. Filing a Refund Request

The User requests a refund by emailing admin@botscale.io with the subject line “Refund Request”.

The request must include:

• the payer’s full name;
• the email used at checkout;
• the Telegram account identifier (username or user ID);
• payment date, amount, and order reference from the payment receipt (if available);
• reason for the refund;
• refund destination details — by default the refund is issued to the same payment method used for the original transaction.

6. Review and Processing Timeline

The Provider reviews refund requests within 10 (ten) calendar days of receipt.

On completion of the review, the Provider sends the User an email stating the decision. If approved, the refund is issued:

• to the same method used for the original payment — within 10 business days of the approval decision;
• depending on the card-issuing bank, the funds may take up to a further 30 calendar days to appear on the User’s statement.

Where an invoice was issued, a corresponding credit note is issued concurrently with the refund.

7. Disputes

The parties will use best efforts to settle refund-related disputes through direct correspondence. The pre-action correspondence period is 10 calendar days.

If no settlement is reached, the dispute may be referred to binding arbitration or, where mandatory consumer law so requires, to the courts of the User’s place of residence. Consumers resident in the EU may additionally use the European Commission’s Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

8. Contacts for Requests

Full contact details are published on the Contacts page.