Refund Policy

At LiveChatSquad, we pride ourselves on delivering high-quality software solutions and exceptional client service. Our goal is to ensure that every client receives maximum value from our work, and we strive to maintain transparency, fairness, and satisfaction throughout every engagement.

1. Postpaid Billing Model

LiveChatSquad operates under a postpaid billing structure. This means our clients are invoiced only after the agreed-upon services have been completed and delivered. We follow this model to instill confidence in our clients, demonstrating our commitment to delivering value before requesting payment. As a result, refund scenarios are uncommon and usually only arise when there is a genuine service-related concern.

2. Eligibility for Refunds

Though we aim to ensure complete satisfaction, we recognize that issues may occasionally arise. Clients may be eligible for a refund if the following conditions are met:

  • The payment in question was made within the last 120 calendar days.

  • The client reports a service-related concern, defect, or dissatisfaction within that 120-day period.

  • The issue is directly related to the scope of services agreed upon in writing or contract.

  • Our team is unable to resolve the issue or provide a satisfactory remedy after a reasonable opportunity to do so.

We do not offer refunds for:

  • Services delivered outside the 120-day window.

  • Issues arising due to client-side implementation errors or changes made post-delivery.

  • Change-of-mind scenarios or subjective dissatisfaction without a demonstrable service issue.

3. Refund Request Process

To initiate a refund request, clients must submit a formal request via email to [email protected]. The request must include:

  • Client name and contact information

  • Invoice number and payment details

  • Detailed explanation of the issue or dissatisfaction

  • Any supporting documentation or evidence

Upon receiving the request, our customer support and technical teams will review the matter within 5 to 7 business days. During this time, we may reach out for additional details or clarification.

4. Resolution First Approach

Before considering a refund, LiveChatSquad will make every reasonable effort to:

  • Understand the client’s concerns thoroughly.

  • Reproduce and verify any issues or defects in the service.

  • Deliver corrections, enhancements, or alternate solutions.

  • Offer additional support to meet the client’s expectations.

We believe in partnership, and our first priority is always to resolve the issue to the client’s satisfaction.

5. Issuance of Refunds

If our resolution efforts are unsuccessful or the client remains unsatisfied after good faith attempts, LiveChatSquad will issue a refund for the affected portion of the payment. Refunds will be processed via the original payment method unless otherwise agreed, and may take 7 to 30 business days to reflect in the client’s account.

Partial refunds may be granted in cases where only a portion of the services delivered were affected.

6. Dispute Resolution and Contact

If you are not satisfied with the outcome of a refund request or resolution attempt, you may escalate the matter to our management team by emailing [email protected].

For general inquiries related to billing or refunds, please contact:

Billing Department
Email: [email protected]
Live Support: Available on our website

Note: This Refund Policy is subject to change without prior notice. We encourage our clients to review this page periodically for updates.