Cancellation and Refund Policy

1.1. This Policy applies to buying monthly and annual subscriptions, AI-token packs, add-ons and paid services offered through ChatHey, unless special terms have been expressly set for them.

1.2. The Service is intended mainly for business and commercial use. Transactions made for business purposes are governed by the cancellation terms in this Policy, subject to the applicable law and to individual agreements.

1.3. Where a customer is a "consumer" as defined in the Consumer Protection Law, 5741-1981, they have every right the law and its regulations give them, as set out in section 10 below.

1.4. Prices, billing cycles, plan details and the services included in a plan are shown before the purchase is completed.

1.5. Payments are processed by external payment providers. ChatHey does not store its customers' full credit card details on its servers. Where a saved payment method is used, the payment details are stored and processed by the relevant payment providers.

2.1. ChatHey may offer new users a free trial, on the terms shown at sign-up.

2.2. During the trial you may use the features and limits given to the trial account, with no subscription charge, unless you choose to buy an additional paid service.

2.3. If no payment method was entered and no paid subscription was confirmed, the trial ends with no automatic charge.

2.4. When the trial ends, some features may become unavailable until a paid subscription is activated.

2.5. Buying a paid subscription during the trial may end the trial early and activate the plan bought, as shown before the purchase.

3.1. A monthly subscription is charged in advance for one month of use, and renews automatically every billing cycle until it is cancelled.

3.2. The customer may cancel the automatic renewal at any time.

3.3. Where only the automatic renewal is cancelled, the subscription stays active until the end of the period already paid for, and no further billing cycle is charged.

3.4. For business customers, payment for a subscription period that has already started is not refundable, in part or in full, because of non-use of the Service, partial use, a change in the business's needs or a decision to stop using the Platform, unless expressly stated otherwise or required by law.

3.5. Not using the account, disconnecting messaging channels or ceasing business activity is not in itself a notice of cancellation and does not stop the automatic renewal.

3.6. Consumers' cancellation rights under Israeli law are set out separately in section 10, and prevail over this section where they conflict.

4.1. An annual subscription is bought and paid in advance for 12 months of service, and may include a discount compared to buying 12 separate monthly subscriptions.

4.2. Where this was stated and confirmed at sign-up, the annual subscription renews automatically for another year until the renewal is cancelled.

4.3. A customer may cancel the automatic renewal of an annual subscription at any time. Cancelling the renewal prevents a charge for another subscription year.

4.4. For business customers, buying an annual subscription is a commitment for the service period bought. Cancelling the automatic renewal does not retroactively cancel the period paid for.

4.5. As a rule, business customers are not given a full or proportional refund for the remainder of an annual subscription period that has already started, including for partial use, ceasing activity, a change in the business's needs or moving to another service, unless required by law or agreed otherwise in writing.

4.6. When the automatic renewal is cancelled, the subscription's features remain available until the end of the period paid for, subject to the Terms of Service.

4.7. Mandatory cancellation rights, including rights that apply to consumers in continuing transactions, are not taken away by this section.

5.1. ChatHey allows buying AI-token packs ("Tokens"), which are used to consume AI capabilities and services according to the functionality available on the Platform.

5.2. Tokens are credited to the account balance once the payment has been confirmed and the purchase processed.

5.3. Tokens bought separately have no fixed expiry date, as long as the account exists and has not been permanently closed under the Terms of Service.

5.4. Using Tokens requires an active subscription. Cancelling a subscription or its expiry does not in itself delete the balance of Tokens bought, and they can be used again once a suitable subscription is activated, as long as the account and the Token balance are kept under these terms.

5.5. Tokens are not a means of payment, are not electronic money, and have no monetary value that can be withdrawn, transferred to another user or converted into cash.

5.6. A purchase of Tokens by a business customer is, as a rule, final. No refund is given for unused Tokens, partial use, a change in the customer's needs or ending a subscription, unless the law or this Policy provides otherwise.

5.7. Tokens already used to run AI services or process requests cannot be restored or refunded, except where there is an entitlement under law, because of a mistaken charge, a service failure or other circumstances that justify it.

5.8. Where a verified technical fault caused Tokens to be deducted without the relevant action being carried out as required, ChatHey may restore the deducted Tokens to the account, correct the balance or provide another suitable remedy. This does not limit a right to a refund where the law requires one.

5.9. When asking to close an account permanently, we recommend using up the Token balance before the closure is completed. An unused balance does not entitle a business customer to an automatic refund, unless agreed otherwise or required by law. Deleting the balance and closing the account are done under the Terms of Service and the law.

6.1. Customers may be able to upgrade or change their subscription plan, according to the options available on the Platform.

6.2. On an upgrade, the new plan may take effect immediately, with a proportional charge or an adjustment of the existing payment balance, according to the terms shown to the customer before the change is confirmed.

6.3. A move to a cheaper plan may take effect from the next billing cycle, unless shown and agreed otherwise.

6.4. Changing a plan does not automatically entitle the customer to a refund for the previous period, except under law or under terms that were shown and agreed.

6.5. ChatHey may update the Service's prices, subject to advance notice as required by law. A price change applies to a future billing cycle according to the terms given to the customer and the applicable law, and does not affect mandatory cancellation rights.

7.1. Some ChatHey capabilities may rely on external services, including messaging providers, WhatsApp and Meta services, social networks, AI models, communication providers, infrastructure providers and other services.

7.2. Charges paid directly to an external provider are subject to that provider's terms and are not payments to ChatHey.

7.3. Cancelling a ChatHey subscription does not necessarily cancel services, subscriptions or obligations the customer entered into directly with external providers.

7.4. Where ChatHey charges the customer for using an external service, the payment, billing and cancellation terms are shown within the relevant service or engagement, subject to the applicable law.

7.5. ChatHey does not undertake to reimburse the customer for costs paid separately to third-party providers, unless required by law or by an express undertaking.

8.1. A request to cancel a subscription, stop an automatic renewal or cancel a purchase can be made through any of the following channels:

• Email: support@chathey.com
• Phone: 054-6203173
• The cancellation option in the account settings, where available
• A dedicated cancellation form or link on the ChatHey website, where required by law

8.2. In the cancellation request, we recommend stating the email address linked to the account, the type of subscription or purchase to be cancelled, and a short description of the request.

8.3. ChatHey may ask for reasonable details to identify the account and prevent an unauthorized cancellation, but will not make a consumer's statutory right to cancel conditional on requirements the law does not allow.

8.4. There are two different actions:

• Cancelling the automatic renewal: stopping future charges at the end of the current subscription period, while use continues until it ends.
• Cancelling the transaction or ending the service: a request to end the engagement or the provision of the service earlier, under the terms of the engagement and the law.

8.5. ChatHey will confirm by email that the cancellation request was received and when it takes effect, according to the details available and the requirements of the law.

8.6. Where there is a mandatory right to cancel under the Consumer Protection Law, the cancellation notice is handled within the time limits set by the law, even if the billing cycle has not yet ended.

8.7. Other ways of cancelling set by law, including delivering a written notice or sending it by registered mail to the details the Service's operator publishes, are available to consumers where the law requires.

9.1. Refund requests are reviewed according to the terms of the purchase, the type of service, the circumstances of the request and the applicable law.

9.2. In the case of a double charge, an unauthorized charge, a charge made after a cancellation that has taken effect, or another verified billing error, ChatHey will correct the charge and return any amount collected unlawfully or by mistake.

9.3. Where the service was not provided, there is a material non-conformity or the terms of the engagement were breached, the entitlement to a refund and its amount are decided by the circumstances of the case, the law and the applicable contractual terms.

9.4. Isolated faults, temporary outages, compatibility issues, limitations of third-party services or not using the Service do not in themselves entitle the customer to an automatic full refund of the subscription fees, subject to any right the customer has under law or agreement.

9.5. When a refund is approved, it is made, as a rule, to the original payment method where possible. If a refund cannot be made to the original method, another suitable method will be agreed.

9.6. A refund owed to a consumer under the Consumer Protection Law is made within the time the law sets, and in the relevant cases within 14 days of receiving the cancellation notice. Other refunds are handled within a reasonable time after the entitlement is approved.

9.7. When the credit appears in the bank account or on the credit card may depend on the payment provider and the financial institution involved.

9.8. No cancellation fee is charged where the law prohibits it, including, in the relevant circumstances, non-delivery, non-conformity or a breach of contract by ChatHey.

10.1. Although the Platform is intended mainly for businesses, where the buyer is a "consumer" as defined in the Consumer Protection Law, 5741-1981, the law and the regulations made under it apply to them.

10.2. In a distance sale of a continuing service, a consumer may, as a rule, cancel the transaction within 14 days of the transaction or of receiving the document with the transaction details as the law requires, whichever is later, even if the service has already started.

10.3. Where a transaction is cancelled under the statutory right to cancel and the customer has already received service, the proportional price of the service provided may be charged, according to the law.

10.4. Where the law allows a cancellation fee for cancelling a transaction, the fee will not exceed 5% of the transaction price or 100 NIS, whichever is lower. No cancellation fee is charged where the law prohibits it.

10.5. In a continuing transaction, a consumer's cancellation notice ends the transaction within three business days of the notice being delivered, or within six business days for a notice sent by registered mail, unless the consumer asked for a later date or another arrangement applies under law.

10.6. After the cancellation takes effect, no charge is made for services provided after that date, according to the law. Provisions on calculating the price, credits and refunds apply according to the type of transaction and the relevant rights.

10.7. Consumers who are senior citizens aged 65 or over, new immigrants or people with disabilities may be entitled, on the conditions set by law, to an extended cancellation period of up to four months in a distance sale, including where a conversation took place as part of the engagement, as the law defines it.

10.8. The right to cancel a purchase of AI-token packs is decided by the classification of the transaction, the nature of the service, whether the service has already been provided or used, and the rest of the applicable law. Nothing in this Policy takes away a right to cancel or to a refund that a consumer has under law.

10.9. Where this Policy conflicts with a consumer right that cannot be contracted out of, the statutory right prevails.

11.1. Cancelling a subscription does not necessarily require the account or its data to be deleted immediately.

11.2. After the subscription ends, access to paid features may be limited or disabled, according to the plan and the Terms of Service.

11.3. The customer is responsible for exporting or keeping any business information they need before the service ends, using the options available on the Platform.

11.4. Keeping and deleting information, retention periods and how data is handled after an account is closed are subject to the Privacy Policy, the Terms of Service and the law.

11.5. A request to delete an account permanently is separate from cancelling a subscription renewal, and may result in losing access to data, settings and usage balances, according to these terms and the law.

11.6. Closing an account does not cancel financial debts lawfully incurred before the closure, and does not affect rights to a refund or to cancel under law.

12.1. ChatHey may update this Policy from time to time, among other things because of changes in the Service, the payment plans, legal requirements or how the Platform operates.

12.2. The current version of the Policy is published on the ChatHey website, with the date of its last update.

12.3. Where a material change affects customers' rights or the terms of the engagement, advance notice is given where the law requires.

12.4. A change to the Policy does not apply retroactively in a way that takes away rights already acquired or changes existing obligations contrary to the law or an agreement.

For questions about charges, subscriptions, cancellation requests or refunds, you can contact us:

• ChatHey
• Website: https://chathey.com
• Email: support@chathey.com
• Phone: 054-6203173

We aim to handle every request professionally, fairly and in line with our obligations and the applicable law.