— Customer promise
30-Day Money-Back Guarantee
This is a customer promise, not marketing copy. If Palatai is not delivering measurable results within your first 30 days, we refund you in full. No forms. No call required. No questions asked.
What the guarantee covers
The 30-day money-back guarantee applies to your Platform Base subscription and all active department subscriptions. Every recurring line item — base, departments, and recurring add-ons — is covered from the moment your first invoice is charged.
The 30-day window
Your guarantee window opens on the date of your first paid invoice and closes exactly 30 calendar days later. The refund covers the full amount of that first invoice — the Platform Base, any departments you activated on signup, and any recurring add-ons included on that invoice.
If you add additional departments during the guarantee window, those additions are also refunded if the refund request is made within 30 days of the original first invoice. The window is 30 days from first charge — not 30 days from each individual activation.
How to claim your refund
Refunds are available through your billing settings in the Palatai app. During your 30-day guarantee window, a “Request a refund” option will be visible in Settings → Billing. Click it, confirm your request, and we process the refund immediately. No forms to fill out. No call required. No support ticket needed.
Refunds are processed back to the original payment method and typically appear within 5–10 business days, depending on your card issuer.
If you have any issues accessing the self-service refund option, contact us at [email protected] — we will process the refund manually within 24 hours.
Note: The self-service refund button (described above) is being built as part of our billing improvements. If it is not yet available in your account, email [email protected] with the subject line “Refund request” and we will handle it immediately.
What's excluded
Two categories are not covered by the 30-day guarantee:
- →AI credit overages: Metered usage that has already been consumed cannot be reversed. If your AI team generated content, ran processes, or consumed credits beyond your included monthly allowance during the guarantee window, those overage charges are non-refundable.
- →Industry Process Pack purchases: One-time purchases of process packs are non-refundable after the pack has been accessed or activated.
Your subscription base, all active department subscriptions, and all active recurring add-ons are fully refundable within the 30-day window regardless of usage.
Questions
For billing questions or refund assistance, contact us at [email protected]. We aim to respond within 4 business hours on weekdays.
If you're considering a refund because the platform isn't meeting your expectations, we'd like to help first. Reach out and we'll work with you directly to get your AI team delivering results.