Refund policy
Last updated · v1.2
Short version: cancel whenever you like and keep the service until the period you paid for ends; consumed overage is not refundable; a mistake on our side is refunded in full and quickly. The rest of this page is the detail.
This policy is part of our Terms of Service.
1. Cancelling a subscription
- You can cancel at any time from the dashboard. No email, no retention call, no notice period.
- We do not refund the current period, and the service does not stop early. Your plan keeps working until the end of the period you have already paid for, and then does not renew. You keep what you paid for rather than getting a fraction of it back.
- Downgrades take effect at the next renewal, for the same reason. Upgrades take effect immediately and are prorated by Stripe.
- There is a free plan. If you are unsure whether Cosend fits, use it before you pay for it. It includes the coexistence connection, the routing and the passthrough API. Nothing is charged on it, so there is nothing on it to refund.
- Plans are billed monthly in advance, so the most that is ever unused at cancellation is the remainder of one month, and you keep the service for it.
2. Overage
AI overage is not refundable. An AI conversation that has been generated has been consumed: the model was called, the reply was sent, and the cost was incurred. There is nothing to return.
What we do instead of refunding it is make sure it is never a surprise:
Go over what your plan includes and we bill the difference: $0.05 per AI conversation, $2.50 per 1,000 automation runs, the same on every paid plan. Nothing stops working. We tell you at 80%, 100% and 200% of what your plan includes, with a running estimate each time.
The rate is on the pricing page before you subscribe, and the dashboard shows your usage against what your plan includes as the month runs, with a running estimate of anything beyond it. If overage reaches $100 within a period we invoice it then rather than letting it build up.
3. Billing errors
If we charged you wrongly, we refund it in full, promptly, and without an argument. That includes a duplicate charge, a charge after a cancellation took effect, overage recorded against usage that was not yours, and a price that does not match the plan you were on.
Email hello@cosend.app with the invoice number, within 60 days of the invoice. We would much rather correct it directly than have you open a chargeback. A chargeback costs us a fee and costs you the account, and neither of those helps with the actual problem.
If an incident meant the service did not work for a meaningful part of a billing period, tell us. We do not offer SLA credits at launch and we are not going to pretend otherwise, but we will look at your specific case.
Tax is the one part we cannot return on our own. Where VAT, GST or sales tax was charged and has already been remitted to a tax authority, a refund from us covers the fee; the tax follows the rules of the authority that holds it, and Stripe's invoice shows the split.
4. What Meta charges you is not ours to refund
Cosend does not charge for WhatsApp messages. Meta bills your WhatsApp Business Account directly at their rates. We never mark them up, resell them, or hold your message credit.
So a question about the cost of the messages themselves goes to Meta, and we cannot refund it. That money never passed through us. What we can do is help you read your Cosend usage against your Meta invoice so you can see which is which.
5. Consumer rights
Cosend is business software and is sold to businesses. If you are a consumer resident in the EEA or the UK, statutory rights that cannot be waived (including any right of withdrawal that applies to you) are unaffected by anything on this page.
6. How to ask
Email hello@cosend.app with your workspace name and the invoice number. Approved refunds are returned to the original payment method through Stripe, and how long they take to appear is your bank's business rather than ours, usually five to ten working days.