Refund Policy

Jojo Chat is prepaid, so most refund questions are really about a top-up that has not shown up yet. Start here.

Last updated: 21 August 2026

Paid but your balance did not change? Do not pay again. Bank transfers can take a few minutes to confirm, and we re-check pending payments automatically. If it has been more than an hour, email [email protected] with the payment reference and we will trace it.

How billing works here

You are never charged automatically. You top up a wallet by bank transfer, and the monthly fee and any usage are taken from that balance. There is no stored card and no subscription that renews behind your back — if the balance is not there, the plan simply does not renew.

This is why there is no “cancel to avoid being charged” deadline. Stopping is simply a matter of not topping up again.

What we refund

Failed or duplicated top-ups. If money left your account and the balance was not credited, or you were charged twice for the same top-up, we refund it in full.
Charges caused by a fault on our side. If a bug consumed your balance — for example conversations billed twice — we credit it back.
Unused balance if we close your account without cause. If we end the service or close your account through no fault of yours, we refund whatever is left.

What we do not refund

AI conversations that have already happened. They cost us money at the moment they are generated, so they cannot be returned.
A monthly fee already taken for a period you then decided not to use. You keep access for the rest of that period.
Balance on an account we closed for breaking the Terms of Service.

The 7-day free trial exists so you can find out whether Jojo Chat suits you before any money changes hands. It needs no card and charges nothing when it ends.

Getting unused balance back

Your balance is not locked in. If you have topped up and then decided Jojo Chat is not for you, email us within 90 days of the payment and we will return the unused portion — less any conversations or fees already taken.

How to request a refund

Email [email protected] from the address on the account, and include:

The payment reference (shown on the Plan page next to the transaction)
The date and amount
What went wrong

We aim to reply within 2 working days. Approved refunds go back to the account the payment came from, and typically take 5–10 working days to land, depending on your bank.

Before you raise a chargeback

Please talk to us first. A chargeback freezes the account while the bank investigates, which takes far longer than simply emailing us — and in almost every case the problem is a transfer still waiting to confirm.