Refund & Cancellation Policy

Last updated: 31 July 2026

This policy applies to all SamurAI subscriptions.

SamurAI is operated by Murad Logistics LLC (Общество с ограниченной ответственностью «Мурад Логистикс»), Tax ID (ИНН) 01909202410621, Bishkek, Kyrgyz Republic.

1. Who processes your payment

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders and handles all payment, order enquiries, refunds and applicable taxes.

Your card or bank statement will show a charge from PADDLE.NET* GETSAMURAI or similar. Paddle is our Merchant of Record, so the charge is billed by them rather than by us directly. If you do not recognise a charge, please contact us before disputing it with your bank.

Paddle's own Buyer Terms and Refund Policy also apply to your purchase. Where those terms, or the consumer protection law of your country, give you stronger rights than this policy, those stronger rights apply. Nothing here limits your statutory rights.

2. 7-day money-back guarantee

If SamurAI isn't right for you, you may request a full refund within 7 days of your first paid subscription payment.

We will ask a couple of short questions about what didn't work — we use that to improve the product. Your refund is not conditional on your answers. We refund the full amount to the original payment method, typically within 5–10 business days.

This guarantee applies once per customer, to the first payment on a new subscription.

3. Renewals

Subscriptions renew automatically at the end of each billing period until cancelled.

Renewal payments are not refundable. If you cancel, your subscription remains active until the end of the period you have already paid for, and is not charged again after that. We do not pro-rate partial months.

We email a reminder before each annual renewal. Monthly renewals are not individually notified — please check your billing settings if you are unsure of your renewal date.

4. How to cancel

Log in → Settings → Billing → Cancel Subscription. Cancellation takes effect immediately and access continues until the end of your paid period.

You can also cancel directly through Paddle using the link in your order confirmation email, or at paddle.net.

Or email Murad@muradlogist.com from your account address with the subject CANCEL SUBSCRIPTION. We will process it within 2 business days.

Cancelling stops future charges. It does not automatically delete your data — see our Data Deletion page for that.

5. Refunds outside the guarantee period

We will refund outside the 7-day window in these cases:

• Duplicate charge. Refunded in full, always.
• Unauthorised charge. Refunded in full once verified.
• Extended service failure. If SamurAI is unavailable due to a fault on our side for more than 72 consecutive hours in a billing period, you may request a pro-rata refund for that period.
• Charged after cancelling. Refunded in full.

Email Murad@muradlogist.com with your account email and the reason. We respond within 5 business days.

6. What is not refundable

• Renewal payments outside the cases in section 5
• Message or conversation volume consumed above your plan allowance
• Messaging fees charged by Meta or Twilio and passed through to you at cost — these are third-party charges we have already paid on your behalf
• Custom development, onboarding or integration work delivered under a separate agreement
• Accounts terminated for breach of our Terms of Service

7. Things outside our control

SamurAI depends on WhatsApp, Instagram, Facebook, Telegram and Twilio. We cannot refund for:

• Meta restricting, suspending or banning your WhatsApp number, Instagram account or Facebook Page
• Meta rejecting your business verification, your display name or a message template
• Changes to Meta's or Twilio's policies, pricing or availability

We will help you resolve these where we can, but the decisions are not ours and we cannot reverse them.

8. Free trials

Where a free trial is offered, no payment is taken until it ends. Cancel before the trial ends and you are not charged. If you are charged after cancelling during a trial, we refund it in full.

9. Enterprise agreements

Custom or Enterprise contracts are governed by their own signed terms, which take precedence over this policy.

10. Chargebacks

Please contact us before raising a chargeback. Most disputes turn out to be an unrecognised statement descriptor (see section 1) and we can resolve them in a day. A chargeback raised without contacting us first may result in your account being suspended while the dispute is investigated.

11. Contact

Refund requests are acknowledged within 2 business days and processed within 10.