Payments and Refund Policy

Payments for onlinesurvey.ai are processed by Dodo Payments, which acts as the merchant of record for every purchase. Dodo Payments is the seller of record for the transaction. It processes the payment, calculates and remits the applicable sales taxes, issues the invoice or receipt, and executes any refund.

Your card details are collected and held by Dodo Payments. They never reach our servers, and we cannot see or store a full card number. Your card or bank statement may show a descriptor that references Dodo Payments rather than onlinesurvey.ai. If you do not recognize a charge, check for that descriptor before disputing it, and write to [email protected] if you are unsure.

When you buy a plan, you also agree to the Dodo Payments buyer terms that apply to the transaction, in addition to our Terms of Service at /legal/terms and this policy.

A paid plan is a subscription that gives access to the Service and to the plan features and allowances described at the point of purchase, for the billing period you chose.

You are buying access to the Service as it exists from time to time, not a specific feature, screen or limit. Section 3 of the Terms of Service explains this.

Plans are billed monthly or yearly in advance, depending on the cycle you choose. The first charge is taken when you subscribe, and the billing date is set by that charge.

Subscriptions renew automatically at the end of each period, at the then-current price for your plan, until you cancel. The renewal charge is taken from the payment method on file. Keeping that payment method valid is your responsibility.

If a renewal payment fails, we may retry it over a short period. If it continues to fail, we may downgrade, restrict or suspend the account. Restoring access requires a successful payment.

If you upgrade mid-period, the change takes effect immediately and the charge is adjusted for the remainder of the period. If you downgrade, the change takes effect at the start of the next period and no refund is due for the higher tier you already paid for.

We may change prices. We will give at least 30 days notice before a change takes effect for an existing subscription, by email or inside the Service. The new price applies from the first renewal after that notice period. If you do not want to pay it, cancel before that renewal.

Where we offer a trial period, an introductory price or a promotional discount, the terms stated with that offer apply, including how long it lasts and what price applies afterwards. Unless the offer says otherwise, a trial converts into a paid subscription at the standard price at the end of the trial, and you must cancel before it ends to avoid that charge.

Prices are shown exclusive of tax unless stated otherwise. Sales tax, value added tax, goods and services tax and similar charges are determined by your billing location and the information you provide at checkout, and are calculated, collected and remitted by the merchant of record. The final amount, including any tax, is shown at checkout and on the invoice.

If you are a business with a valid tax identification number or an exemption, enter it at checkout or contact support so that the invoice is correct. We cannot retroactively change the tax treatment of a completed transaction.

You can cancel a subscription at any time, from your billing settings or by writing to [email protected] from the email address on your account.

Cancellation stops the next renewal. It does not end the current period. Your plan stays active, and your surveys keep collecting responses, until the period you already paid for expires. After that the account moves to the free tier or loses access to paid features, depending on the plan.

Cancelling does not delete your account or your data. To close the account entirely, ask us at [email protected]. Section 12 of the Terms of Service describes what happens to data after closure.

We do not refund partial or unused periods. Cancelling in the middle of a monthly or yearly term does not produce a pro rata refund, and neither does stopping use of the Service, forgetting to cancel before a renewal, or using less of the plan than you expected.

This is why access continues to the end of the period you paid for. You keep what you bought.

No refund is due where an account is suspended or terminated because of a breach of the Terms of Service or of the Acceptable Use and Fair Use Policy at /legal/acceptable-use.

We will issue a refund in the following cases:

• Where a refund is required by a law that applies to you. Consumer law in some places gives a right to cancel a purchase within a set period, and where it applies to your purchase we will honor it. Tell us that this is the basis of your request so we can handle it correctly.
• Duplicate charges and billing errors. If you were charged twice for the same period, charged after a valid cancellation, charged the wrong amount, or charged for a plan you did not buy, we refund the incorrect amount in full. There is no time limit on a genuine billing error, though telling us promptly makes it much easier to verify.
• At our sole discretion, on request. If you are unhappy for another reason, write to [email protected] within 14 days of the charge, from the email address on your account, and tell us what happened. We look at each request on its facts. We may refund in full, refund in part, offer credit, or decline. A decision on one request does not create an entitlement on another.

Write to [email protected] from the email address on the account. Include the date and amount of the charge, the plan, and the reason for the request. Requests from an address we cannot match to the account cannot be processed, because we have no way to verify who is asking.

We aim to respond within five business days. We may ask for further information before deciding.

Approved refunds are executed by Dodo Payments, as merchant of record, back to the original payment method. We cannot refund to a different card, a different account or by another route.

Funds typically appear within 5 to 10 business days after approval, though the exact timing depends on your bank or card issuer and is outside our control. Refunds are issued in the original currency of the charge, and where your bank converted the currency the amount you receive may differ from the amount you paid because exchange rates moved.

A refund of a subscription charge ends the access that charge paid for, from the date the refund is issued.

AI features are metered in credits. Credits that have already been consumed are not refundable, because the processing was performed and paid for on your behalf at the time you invoked the feature.

Credits included in a plan are granted as a monthly pool, on both monthly and yearly plans. Plan credits do not roll over: any part of the monthly pool that is unused when the monthly cycle ends expires. Credits you purchase separately as a top up are different: they roll over from month to month and remain available until they are consumed, for as long as your account is active. No credits have cash value, and none can be exchanged, transferred or paid out.

Where a technical fault on our side caused a credit to be consumed without producing any output at all, tell us and we will restore the credit. Output that ran successfully but that you did not like is not a fault. AI output is generative and can be wrong, which is why section 9 of the Terms of Service requires you to review it.

If something is wrong with a charge, contact us first at [email protected]. Almost every billing problem is faster to resolve directly than through a dispute, and a duplicate or erroneous charge is refunded without argument.

Raising a chargeback on a charge for a service that was legitimately delivered is a breach of the Terms of Service. Where that happens we may suspend or terminate the account immediately, disable access to surveys and data, contest the dispute with the evidence of use, and refuse to provide the Service in future. Any amount charged back on delivered service, plus any fee the payment provider imposes on us, remains payable.

A free plan carries no payment, and therefore no refund. We may change what a free plan includes, or withdraw it, at any time.

We may update this policy. The current version is always the one on this page, with the date at the top. The version in force at the time of a charge is the one that governs a refund request about that charge.

Billing questions, invoice requests, cancellations and refund requests go to [email protected], from the email address on your account.