Refund & Cancellation Policy

Last updated: 25 September 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 Dodo Payments. Dodo Payments 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 DODOPAY_MURADLOGISTICS rather than SamurAI, because the charge is billed by our Merchant of Record rather than by us directly. If you do not recognise a charge, please contact us before disputing it with your bank.

Dodo Payments' own Buyer Terms 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. Payments are not refundable

Subscription payments, including your first payment, are not refundable, except in the cases in section 5 or where the law of your country gives you a right to a refund. The Free plan lets you try SamurAI before you pay, and you can cancel at any time so that you are not charged again (section 4).

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. Renewal payments are not pro-rated. An upgrade in the middle of a period is: you pay a full month of the new plan less a credit for the unused part of your current plan, as our Terms of Service (section 7) describe, and the amount is shown before you confirm.

All plans are billed monthly. Your renewal date is shown in Billing inside SamurAI, and every payment is receipted by email by our Merchant of Record.

4. How to cancel

Log in and go to Billing, then choose Cancel subscription. You can undo it at any time before your period ends.

You can also cancel through our Merchant of Record, using the link in your order confirmation email or the customer portal at customer.dodopayments.com.

When you cancel, your subscription stops renewing straight away and you are never charged again. You keep full access until the end of the period you have already paid for, and your plan ends on that date.

Or email support@getsamurai.ai 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. When we do refund

We refund a payment in full in these cases:

• Duplicate charge. Refunded in full, always.
• Unauthorised charge. Refunded in full once verified.
• Charged after cancelling. Refunded in full.

Email support@getsamurai.ai with your account email and the reason. We acknowledge within 2 business days and process an approved refund within 10, the same commitment as section 11. Once processed, the refund goes back to the original payment method and typically arrives within 5–10 business days.

6. What is not refundable

• Any payment outside the cases in section 5, including your first payment and renewals
• Messaging fees Meta charges to your own WhatsApp Business Account. Those are billed by Meta, not by us, so we cannot refund them
• 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 and Telegram. We cannot refund for:

• Meta or Telegram restricting, suspending or banning your WhatsApp number, Instagram account or bot
• Meta rejecting your business verification, your display name or a message template
• Changes to Meta'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. The Free plan

SamurAI has a Free plan that needs no card, so you can try the product before paying. Paid plans have no free trial: the first payment is taken when you subscribe.

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.