Important notice: This English version is provided for convenience only. In the event of any discrepancy, inconsistency, or doubt regarding the interpretation of this document, the original Spanish version shall prevail.
1. Refund Requests
At Joinchat, we want you to be satisfied with the products and services you purchase. If you have any questions, issues, or concerns, please let us know. You can open a ticket through our support platform, and we will be happy to help.
If you believe that your purchase was not the right decision or that the product you purchased does not fit your needs, we want to help resolve the situation in the best possible way. For that reason, you have 14 calendar days from the date of purchase to request a refund of the amount paid.
Refund requests must be submitted through a ticket to our technical support team. We would like to understand what happened and how we can improve. No refunds will be issued after 14 days from the date of purchase.
I would like to request withdrawal
1.1 Refund Exceptions
Refund requests will not be accepted in the following cases:
- No refunds are available for license renewals. You may cancel automatic renewal at any time from your My Account page.
- No refunds are available for Lifetime licenses.
- No refunds are available for the initial charge or any subsequent charges for Joinchat AI once those charges have taken place after 14 calendar days from the registration date or 15 days from the start of the trial period. In such cases, the general withdrawal and refund request period will be deemed to have expired.
- No refunds are available for custom services, configurations, or tailored work already carried out in whole or in part by the Joinchat team, including, but not limited to, work related to Chat Funnels, snippets, custom CSS, or any other specific adjustments requested by the customer.
1.2 Joinchat AI Trial Period
Joinchat AI is offered as a monthly subscription and may include a 15-day trial period. To activate the trial, you will be required to provide a valid credit card.
The trial period begins on the date of signup or service activation. Unless canceled by the user before the end of the trial, at the end of the 15-day trial period the amount corresponding to the first monthly billing period will be automatically charged to the card provided, and the subscription will continue with automatic monthly renewals until canceled.
The user may cancel at any time from their account. If the cancellation is made before the trial period ends, no charge will be made.
For purposes of the right of withdrawal and our general refund policy, the 14-calendar-day period begins on the date of signup or activation of the trial period. Therefore, if the user does not cancel and the first charge is made at the end of day 15, no refund will be available under the ordinary right of withdrawal, since that period will already have expired.
1.3 Refund Processing
If the request is approved, the refund will be issued to the same payment method used for the purchase. The process usually takes 6 to 9 business days from the date of approval.
2. Support Channels
Joinchat provides assistance through Premium Support, WhatsApp chat, and the official WordPress support forum depending on the product and license purchased. We do not provide technical support by email or through social media. In some cases, if it is necessary to exchange credentials or sensitive information related to an already opened ticket, we may contact you by email in order to do so more securely.
Support includes installation guidance, bug fixes, and resolution of general issues related to the features described on the product sales page.
Support does not include:
- General WordPress support.
- Development of new features or custom enhancements.
- Design customizations, such as changes to colors, images, icons, or visual styles.
- Support for third-party services, platforms, or tools that may integrate with our products.
2.1 Support Hours
We want to provide the best possible support to our customers while also maintaining a healthy balance for our team. For that reason, we handle support requests from Monday through Friday during business hours. Since we work with customers across different countries and time zones, we appreciate your patience and understanding regarding response times.
2.2 Bug Fixes
We are committed to fixing bugs as quickly as possible once they have been reported. During our regular support hours, issues can usually be resolved within 48 to 72 business hours, depending on their complexity. In the case of minor issues, we may also provide temporary solutions through the official WordPress support forum before including the fix in future plugin or add-on updates.
3. Licenses
Our plugins are developed for WordPress, an open-source software project distributed under the GNU General Public License. Therefore, any part of our products that constitutes a derivative work of WordPress is also distributed under the GPL 3.0 license.
Joinchat Premium licenses and its add-ons are valid for one year from the date of purchase and renew automatically unless you disable renewal from your account. Meanwhile, Joinchat AI, unless expressly stated otherwise on the product page, is offered as a monthly subscription, may include a 15-day trial period, and renews automatically each month until canceled. A valid and active license or subscription, as applicable, is required to access updates, support, downloads, and features for the purchased products or services.
3.1 Software Updates and Downloads
Updates are included at no additional cost for one year. While your license remains active, you may download updates from the My Downloads section of your account. Once the license period has ended, if the subscription is not renewed, you will lose access to new downloads and updates.
3.2 Support Services
Support for purchased products is included for one year from the date of purchase. If you need assistance after that period has ended, you must renew the license or purchase a new one for the relevant product.
3.3 Do I Need a License for My Subdomain?
Yes. Each subdomain with a separate WordPress installation requires its own active license.