> For the complete documentation index, see [llms.txt](https://docs.dapta.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.dapta.ai/my-account/how-credits-work-in-dapta/refunds.md).

# Refund Policy

When Dapta refunds a charge, what is never refunded, how to request one through Support, and how long the money takes to reach your card.

Dapta subscriptions are prepaid for a monthly or yearly period. Cancelling stops the next charge; it does not return the current one. Refunds exist for the cases where a charge should not have happened, and each request is reviewed by a person.

## Can I get a refund from Dapta?

Cancelling does not trigger a refund: your plan runs to the end of the period you paid for. Dapta does review requests for duplicate charges, charges after a completed cancellation, accidental credit purchases and billing errors caused by the platform. Ask through the **Support** chat with the invoice details. Credits already consumed, and credits left unused, are not refundable.

## What can be refunded

The Customer Experience team reviews and approves refunds case by case. These are the situations that normally qualify:

| Situation                                                         | What Dapta does                                                                         |
| ----------------------------------------------------------------- | --------------------------------------------------------------------------------------- |
| You were charged twice for the same period                        | The duplicate charge is refunded.                                                       |
| You were charged after completing a cancellation before renewal   | The charge is refunded and the cancellation is confirmed.                               |
| You bought credits by mistake, for example instead of a plan      | The amount is applied to the plan you wanted, or refunded, if you report it right away. |
| A platform error consumed credits it should not have              | The credits are returned to your balance once the error is confirmed.                   |
| A trial charge you did not intend, reported within the first days | Reviewed individually. Report it as soon as you see the charge.                         |

{% hint style="info" %}
When the problem is credits rather than money, the fastest fix is a credit adjustment to your balance. Ask for it explicitly if you plan to keep using Dapta.
{% endhint %}

***

## What is not refunded

* **Credits you have used.** Calls placed, messages sent, numbers rented and Dapti answers are consumed the moment they happen.
* **Credits you did not use.** Credits are not converted back to money. They stay in your balance while your subscription is active and expire when it ends.
* **The rest of a period after you cancel.** Monthly and yearly plans stay active until the period ends instead of being refunded pro rata.
* **Onboarding and implementation services** included in a plan or purchased separately, once the period has started.
* **Charges from your own providers**, such as your telephony carrier or WhatsApp provider when you connect your own account. Those are billed by them, not by Dapta.

***

## How to request a refund

**Step 1:** Open the **Support** chat from the top bar of the app, reply to the invoice email, or write to <support@daptatech.com>.

**Step 2:** Include the email of the account, the invoice number or date and amount (from **Billing & Plans → Invoices**) and what happened.

**Step 3:** Support checks the invoice and the account and comes back to you. Approved refunds are issued to the card that made the payment.

{% hint style="warning" %}
Please write to us before opening a dispute with your bank. A chargeback takes weeks to resolve and blocks payments on the account while it is open; a refund request is usually settled in a few days.
{% endhint %}

***

## How long does it take?

Once a refund is approved, it is sent to the original payment method immediately. Banks and card issuers usually take 5 to 10 business days to show it on your statement.

***

## Next steps

{% content-ref url="/pages/TITD4IKsMOoY9aJXDcmE" %}
[Billing, Payments and Invoices](/my-account/how-credits-work-in-dapta/billing-and-invoices.md)
{% endcontent-ref %}

{% content-ref url="/pages/vWBqu56HUOjJ3eTuPbXo" %}
[Cancel Your Subscription](/my-account/how-credits-work-in-dapta/cancel-your-subscription.md)
{% endcontent-ref %}


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