REFUND POLICY

1. CREDIT PURCHASES

Sprout operates on a prepaid credit system. When you purchase credits:

• Credits are added to your account immediately after successful payment
• Credits do not expire
• Credits are non-transferable between accounts
• All purchases are processed in USD

2. REFUND ELIGIBILITY

2.1 Eligible for Refund

You may request a refund in the following cases:

• Duplicate charges: If you were charged multiple times for the same purchase
• Technical failures: If payment was processed but credits were not added to your account
• Service unavailability: Extended outages (24+ hours) that prevented use of purchased credits

2.2 Not Eligible for Refund

Refunds are generally not provided for:

• Unused credits (credits do not expire, so you can use them anytime)
• Credits already consumed for hardware time, setup, or support
• Change of mind or no longer needing the service
• Accounts terminated for policy violations
• Dissatisfaction with AI agent performance

3. HOW TO REQUEST A REFUND

To request a refund:

1. Email billing@sprout.bot with your request
2. Include your account email and the transaction ID or date
3. Describe the reason for your refund request
4. Allow up to 5 business days for review

Refund requests must be submitted within 30 days of the original purchase.

4. REFUND PROCESSING

If your refund is approved:

• Refunds are processed to the original payment method
• Processing time depends on your bank (typically 5-10 business days)
• The corresponding credits will be removed from your account
• Partial refunds may be issued if some credits were already used

5. SERVICE CREDITS

In some cases, we may offer service credits instead of monetary refunds:

• For minor service disruptions
• As compensation for inconvenience
• When monetary refund is not applicable

Service credits are added to your account and can be used for any Sprout services.

6. CHARGEBACKS

Filing a chargeback without first contacting us may result in:

• Immediate account suspension
• Loss of all credits and data
• Inability to create future accounts

We are committed to resolving billing issues fairly. Please give us the opportunity to address your concerns before involving your bank.

7. CONTACT

For billing questions or refund requests, contact us at billing@sprout.bot or through our Contact page.