Refund and Cancellation Policy

• Plans are paid in advance and renew automatically, every month or every year, until you cancel.
• You can cancel at any time from Billing in your account. Your plan stays active until the end of the period you already paid for, and you are not charged again.
• A payment is not refunded once its billing period has started, except in the cases listed under Refunds below.
• If a charge looks wrong, write to support@liveyou.ai and a person on our team will look into it.

When you subscribe, you pay for the first period at once: one month on a monthly plan, one year on a yearly plan. The price and the renewal date are shown before you pay, and on the Billing page of your account at any time after.

At the end of each period the plan renews for another period of the same length, and the payment method on file is charged the plan’s price at that time. A discount code lowers the first payment only. Renewals are charged at the plan’s regular price.

On a yearly plan the year is paid once, and the plan’s credits are added to your balance month by month across the year.

Payments are processed by Stripe. A charge appears on your statement as LIVEYOU or MACSOFT, the company that operates LiveYou. We do not store your card details.

You can cancel at any time. Open Billing in your account and choose Cancel subscription. No call and no email are needed.

• Cancellation takes effect at the end of the period you have paid for. Until that date your plan and its features stay exactly as they are.
• You are not charged again after you cancel.
• If you change your mind before the end date, you can keep the subscription from the same page, and it continues as before.
• After the end date your account moves to the Free plan. Your account and your content are not deleted. Features and allowances that belong to paid plans stop until you subscribe again.
• Credits already added to your balance are not taken back when you cancel.
• Cancelling does not refund the current period.

Deleting your account ends your subscription immediately, with no refund for the time left in the period. How to delete an account is explained on the Support page.

Moving to a higher plan

Takes effect at once. You pay the difference in price for the rest of the current period, and the difference in credits is added to your balance.

Moving to a lower plan

Takes effect at your next renewal. You keep the plan you paid for until then, and from that renewal you are charged the lower price.

If a renewal payment does not go through, we tell you in your account, and the card is tried again over the following days.

While a payment is outstanding, the features of your paid plan are paused. They return as soon as the payment goes through. You can update your payment method from Billing at any time.

If the payment still cannot be collected, the subscription ends and your account moves to the Free plan. Nothing in your account is deleted.

A plan gives you access for a period that begins when you pay, so a payment is not refunded once its period has started. This includes a period you cancel part of the way through, a plan you move down from, and a period in which you did not use the service.

We refund a payment in these cases:

• You were charged twice for the same period.
• You were charged after a cancellation had already taken effect.
• You were charged a wrong amount, or charged when nothing was due, because of an error on our side.
• The law of your country gives you a right to a refund that cannot be waived. Nothing in this policy limits that right.

Credits that have been used are not refundable, including where you are not satisfied with what they produced. When a payment is refunded, the unused credits it added are removed from your balance, and the plan it paid for ends.

Write to support@liveyou.ai from the email address on your LiveYou account as soon as you notice the charge. Tell us its date and amount, and what went wrong.

We reply within 2 business days. An approved refund goes back to the payment method that was charged. Depending on your bank, it can take 5 to 10 business days to appear.

If you do not recognize a charge, write to us first. We can usually explain or correct it faster than a bank can.

If a charge is disputed with the bank, the credits that charge added are removed from your balance while the dispute is open, and the plan it paid for may be suspended.

• Advertising budgets and any other spending you authorize on outside platforms are charged by those platforms, not by LiveYou, and their own refund rules apply.
• Plans billed under a separate written agreement follow the terms of that agreement.