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Refund Policy

Refund Policy -
The Basics 

Last Updated: 14.11.2025

 

Thank you for using Tovogo Development GmbH. This Refund Policy explains the conditions under which refunds may or may not be issued for purchases made on our AI-powered call-center platform.

 

By subscribing to or using our Services, you agree to this Refund Policy.

 

 

1. General Policy

 

All fees paid for subscriptions, usage credits, call minutes, or add-on services are non-refundable, except as expressly stated in this policy or required by applicable law.

 

Because our Services involve immediate access to AI infrastructure, telephony systems, and digital resources, we cannot offer refunds for:

 

  • Partial usage of a billing cycle

  • Unused call minutes or credits

  • Early cancellation of subscriptions

  • Failure to use the Services after payment

 

 

2. Subscription Fees

 

Subscription payments (monthly or yearly) are non-refundable once processed.

 

If you cancel your subscription:

 

  • You will retain access until the end of the paid period

  • You will not be charged for future periods

  • No prorated or partial refunds will be issued

 

 

3. Usage-Based Charges

 

Payments for:

 

  • Call minutes

  • AI interactions

  • Lead processing

  • Additional add-ons

 

are final and non-refundable, unless the charge resulted from a verified technical error (see Section 5).

 

 

4. Free Trials

 

If available, free trials allow users to test the platform before purchasing.

 

Once a trial ends and a paid plan begins:

 

  • Charges are final

  • No refund will be issued for failure to cancel before the billing date

 

We are not required to send reminders about trial expiration.

 

 

5. Refunds Due to Technical Issues

 

We may offer refunds only in cases where:

 

  • A verified system-wide outage prevented use of the Service

  • Billing errors caused incorrect or duplicate charges

  • A failure on our end made the platform entirely unusable for a significant period

 

To request a refund for technical issues, you must provide:

 

  • Account email

  • Date and time of the issue

  • Description of the problem

  • Screenshots or logs (if available)

 

We reserve the right to approve or deny requests based on evidence.

 

 

6. No Refunds for:

 

Refunds will not be issued for:

 

  • Misconfigured user settings

  • Incorrect scripts or AI prompts

  • Poor results due to lead quality

  • User dissatisfaction with AI performance

  • Third-party provider failures (telephony, CRM, etc.)

  • Violations of our Terms and Conditions

  • Billing after failing to cancel your subscription

 

 

7. Chargebacks

 

Initiating a chargeback without attempting to resolve the issue with us first may result in:

 

  • Account suspension

  • Permanent termination

  • Loss of data and access

 

We reserve the right to dispute chargebacks and provide evidence of service usage.

 

 

8. How to Request a Refund

 

To submit a refund request, contact:

Email: support@relator.ai

 

Please include:

 

  • Your full name

  • Account email

  • Transaction ID

  • Reason for the request

 

We aim to respond within 5–10 business days.

 

 

9. Changes to This Refund Policy

 

We may update this Refund Policy from time to time.

Updated versions will be posted on our website with a new “14.11.2026” date.

Continued use of the Services means you accept these changes.

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