LiveChat AI Refund Policy

• The license fee is refunded in full if LiveChat AI has not gone live within 14 business days after we receive your license payment, because of a problem on Vantenza's side.
• The monthly fee for the current period is not refunded.
• You can cancel at any time. Cancellation takes effect from the next monthly period.
• Refund requests and cancellation notices are sent by email to [email protected].

• The license fee is refunded in full if LiveChat AI has not gone live within 14 business days after we receive your license payment, and the delay is caused by a problem on Vantenza's side.
• Go-live means LiveChat AI is running on your deployment and the chat widget or chat page can receive chats from visitors.
• Business days are Monday to Friday, excluding national public holidays in Indonesia.
• Deployment means LiveChat AI running on your server or infrastructure.
• The right to a license refund arises if, at the end of the 14th business day after we receive your license payment, LiveChat AI has not gone live because of a problem on Vantenza's side. You can request the refund from the next business day, including if LiveChat AI only goes live after that deadline. You may also choose to continue with the setup.
• If LiveChat AI goes live within 14 business days, or the delay is not caused by a problem on Vantenza's side, the license fee cannot be refunded.

Delays caused by the following are not counted as a problem on Vantenza's side:

• you have not yet given us the server access, domain, AI provider account, or knowledge base materials we need;
• you change your requirements or ask for the setup to be postponed;
• disruptions at the server provider, domain provider, AI provider, or other third-party services;
• circumstances beyond reasonable control, such as natural disasters or widespread network outages.

Business days on which setup is delayed because of any of the above are not counted toward the 14-business-day limit.

• The monthly fee for the current period is not refunded, including if you do not use LiveChat AI during that period.
• You can cancel at any time by letting us know at [email protected] before the next monthly period begins. Cancellation takes effect from the next period, so you are not billed for any period after that.
• We refund any monthly fees you have already paid for periods that have not yet started when the cancellation takes effect.
• If the license fee is refunded because of a go-live delay, we also refund any monthly fees you have already paid for periods that have not yet started.

• Monthly server fees paid through Vantenza follow the monthly fee rules above.
• Domain fees cannot be refunded once the domain has been successfully registered.
• AI usage is paid to your own AI provider account. If you pay for an AI balance top-up through Vantenza, we tell you the refund rules for it in writing before you pay; balance that has already been added to the AI provider account is subject to that AI provider's terms.

• Changing your mind after paying the license fee. The license fee is only refunded in the situations described in the license fee section.
• Monthly fees for a period that has already started.
• Business results that do not meet your expectations, such as the number of chats or sales.
• Incorrect AI answers caused by a knowledge base or business data that is not yet accurate.
• Termination because of a breach of the LiveChat AI Terms & Conditions.

Email [email protected] with the subject "LiveChat AI Refund Request" and include:

• your business name and contact name;
• the date of the license payment or monthly fee concerned;
• proof of payment;
• the reason for the refund and a short explanation of the problem.

• We reply to your email to confirm the request and, if needed, ask for any missing information.
• We review the request based on payment records and setup history, then tell you the result by email.
• If the refund is approved, we ask for the details of a bank account in your business's name or in the name of the party that made the payment. We only ask for account details by email from [email protected]. We never ask for a PIN, password, or OTP code. The money is sent by transfer, and Vantenza covers the transfer fee. We send the money no later than 7 business days after we receive your account details.
• After the license fee is refunded, the license ends and setup stops. We no longer use the access you gave us, and we recommend that you change those passwords or access details.

This policy does not reduce your rights under the laws and regulations in force in Indonesia.

We may update this policy. Active clients are notified of changes in advance, and the changes take effect from the next monthly period. Changes do not apply to payments made before the update date. Payments made before 1 October 2026 are also covered by this policy. The same policy also appears in the Vantenza Refund Policy.

This policy is written in Indonesian. Translations into other languages are provided for convenience. If the content differs, the Indonesian version prevails.

Questions about refunds can be sent to [email protected].

• Email: [email protected]
• Phone: 0811-6884-2424
• Address: Jl. Kedoya Raya No. 20, Kota Adm. Jakarta Barat, DKI Jakarta 11520 (opens in a new tab)

All the ways to contact us, including chat, are on the Contact Us page.