1. Self-host licenses
Self-host licenses are signed JWTs delivered electronically within minutes of a successful checkout. Once the JWT email has been dispatched, the digital content has been performed and Turkish Distance Sales Regulation art. 15/1-(ğ) and EU Directive 2011/83/EU art. 16(m) exempt the transaction from the consumer-cooling-off period. We still offer pragmatic refunds in three cases:
- Pre-delivery cancellation — if the JWT has not yet been emailed, we will issue a full refund to the original payment instrument within fourteen (14) calendar days of the request.
- Material defect — if the license cannot be activated due to a fault attributable to LevelChat (e.g. signature mismatch on a fresh purchase, missing features that were promised at the tier purchased) and the issue is not resolved within seven (7) calendar days of a support ticket, the customer is entitled to a full refund or a free upgrade to the next tier, at the customer's choice.
- Goodwill — within the first thirty (30) days, we will entertain refund requests on a case-by-case basis; this is a goodwill gesture and not a contractual right. Approved refunds are processed within fourteen (14) calendar days.
2. Managed-cloud subscriptions
Managed-cloud subscriptions can be cancelled at any time from the customer dashboard. Cancellation takes effect at the end of the current billing period; we do not pro-rate partial months. No automatic refund is issued for the unused portion of an annual prepayment, but customers may apply the unused balance against a future tier upgrade or a switch to self-host within twelve (12) months of cancellation.
3. How to request a refund
Send an email to billing@levelchat.io with the subject line “Refund request — <order-id>” and include your order number, the reason for the request, and the email used at checkout. We acknowledge requests within one (1) business day and reach a final decision within seven (7) business days.
4. How refunds are paid
Refunds are credited to the same payment instrument used at checkout (Iyzico for TR cards, Stripe for international cards, PayPal for PayPal-funded payments). Bank processing time after we issue the refund varies by issuer — typically 1–3 business days for Türkiye-issued cards via Iyzico, 5–10 business days for international cards via Stripe, and instantaneous for PayPal balance refunds.
5. Chargebacks
Before initiating a chargeback with your card issuer, please contact billing@levelchat.io. Direct contact is almost always faster, and a chargeback puts your LevelChat account at risk of suspension while the dispute is investigated.
6. Currency
Prices on levelchat.io are denominated in US Dollars. Refunds for purchases made in another currency are issued in the original currency at the exchange rate used at the time of purchase; LevelChat does not absorb FX losses caused by exchange rate movement between purchase and refund.