Refund policy

In brief

You can stop using the service at any time. A refund for the unused portion of your subscription is mandatory (Article 32 of the Consumer Protection Law for individuals; Clause 1, Article 782 of the Civil Code of the Russian Federation for legal entities and sole proprietors). A full refund is available within 3 calendar days of payment if you haven't used the service to any meaningful extent. After that, the law-guaranteed pro-rata refund still applies.

1. Who can request a refund and when

• Individuals — consumers — Article 32 of Law No. 2300-1 of February 7, 1992 "On the Protection of Consumer Rights": the right to refuse a service at any time with reimbursement to the Contractor for actually incurred expenses.
• Legal entities and sole proprietors — Clause 1, Article 782 of the Civil Code of the Russian Federation: the Customer's right to withdraw from a paid service agreement, paying the Contractor for actually incurred expenses.

2. Refund conditions

2.1. Full refund ("cool-off" — 3 days)

A full refund is granted if all three conditions are met:

1. No more than 3 calendar days have passed since payment.
2. The Customer hasn't used the Services to any meaningful extent (objective criteria: hasn't connected any bot, hasn't sent any message via the API, hasn't processed conversations through the interface).
3. The request was sent to info@etochat.bot with "Refund" in the subject line and the account email and payment date.

2.2. Partial refund for the unused period

If the Services have already been used (a bot was connected, messages were going through), the refund is issued pro rata for the unused period:

Refund = Payment amount × (Days remaining / Total period).

Example: a monthly plan of RUB 1,390 was paid for 30 days; after 10 days the Customer cancels. Refund amount: 1,390 × (20 / 30) ≈ RUB 927.

2.3. When no refund is issued

• The account was blocked for a breach of the Terms of service or the Anti-spam policy.
• The Services were delivered in full and the Customer did not submit a written objection within 5 business days after the end of the billing period (Clause 3, Article 3 of the Offer).
• The statute of limitations has expired (3 years, Article 196 of the Civil Code of the Russian Federation).

3. How to file a request

Send it to info@etochat.bot with "Refund" in the subject line and the following details:

• The service account's email address.
• The date(s) of the payment(s) to refund and the payment ID (if available).
• Refund details (for legal entities — a bank account; for individuals, the refund goes back the same way as the original payment).
• A brief reason for cancellation (optional, but it helps us improve the service).

4. Timelines

• Time to review the request — up to 10 business days from receipt.
• Refund to card — up to 10 business days from approval (Clause 1, Article 22 of the Consumer Protection Law).
• Refund to a legal entity's or sole proprietor's bank account — up to 5 business days from approval.
• The actual receipt of funds may take up to 30 calendar days — it depends on the rules of the acquiring and issuing banks.

5. Refund methods

The refund is issued via the same method as the original payment:

• Card payment — refund to the same card through the acquiring bank.
• Invoice payment — refund to the Customer's bank account that was used for payment.
• Refunds to other details (a different card, a different account) — only in exceptional cases, after additional identity verification, and on request.

6. Disputes

If you disagree with the refund amount, the Customer may turn to:

• First — the service Operator, to resolve the matter through pre-trial claims.
• Rospotrebnadzor — for consumer rights violations.
• The court at the Customer's place of residence (for consumers — alternative jurisdiction under Article 17 of the Consumer Protection Law) or at the Operator's location.

7. Related documents

• Public offer — "Refunds" section.
• Terms of service — grounds for account blocks.
• Operator details — Operator information.