Refund Policy

Last updated: 14 May 2026

Plain-English summary: Unused credits bought in the last 14 days are fully refundable. Credits you've already spent on messages can't be refunded, because the AI has already delivered the replies. If you spot an unauthorised charge, we'll always investigate.

1. Scope

This Refund Policy applies to all purchases of prepaid Credits ("Credits") made through tilochat.com ("Tilo", "we", "us"). It forms part of our Terms of Service.

2. 14-day refund window

You may request a refund of the unused portion of any Credit purchase within fourteen (14) days of the date of purchase. We will refund the proportionate value of the Credits remaining on your account at the time of the request, using the original payment method.

Example: if you purchased the Regular pack (70 Credits for £24.99) and have 40 unused Credits at the time of the request, we will refund (40 ÷ 70) × £24.99 ≈ £14.28.

3. What is not refundable

Credits that have already been spent on messages. Each message delivered to a Persona is treated as a digital service consumed at the moment of sending.
Purchases older than 14 days, except where local consumer law requires otherwise.
Accounts terminated for breach of our Terms of Service, including but not limited to fraudulent payment, abuse of the Service, or attempts to access prohibited content.

4. EU / UK statutory right of withdrawal

If you are a consumer in the European Union or United Kingdom, you generally have the right to withdraw from a digital-content contract within 14 days. By starting to use your Credits (i.e. sending your first message), you expressly acknowledge that you are consuming digital content and you accept that you lose the right of withdrawal for any Credits already spent. Unused Credits remain refundable within the 14-day window.

5. How to request a refund

Email support@tilochat.com from the email address on your account with the following details:

Your account email
The date and amount of the purchase
The reason for the refund

We aim to respond within 1 business day and to process approved refunds within 5–10 business days. The time it takes for the refund to appear on your statement depends on your card issuer or bank.

6. Unauthorised or duplicate charges

If you see a charge from "TILO" or "TILOCHAT" that you don't recognise, please contact support@tilochat.com straight away. We will investigate within 24 hours and refund any duplicate, fraudulent or unauthorised charges in full.

7. Chargebacks

If you believe a charge is incorrect, please contact us first — most issues can be resolved within a day. Initiating a chargeback with your bank without contacting us first may result in your account being suspended pending investigation, and may delay any legitimate refund.

8. Contact

Questions about refunds? Email support@tilochat.com or call 0330 880 6071 (Mon–Fri, 9am–6pm UK time).