Refund & Billing Policy

The short version

• Our fee works like ad spend: once a sale is made with one of our codes, the fee is earned.
• When a customer gets a refund from you, your fee doesn’t change, whether we’ve billed you yet or not.
• An order that is cancelled before we bill it is never charged.
• If a payment fails, new conversations pause until it’s paid. There’s no grace period.
• Think a charge is wrong? Tell us within 30 days and we’ll look at it properly.

1. How billing works

We charge your card on file for Fees on Attributed Orders, which are orders that redeem a one-use code from one of our conversations. We charge every Monday for the previous week, and straight away whenever unbilled Fees reach $2,500. The full rules are in section 8 of the Terms of Service, and your rate is in your Order Form. This policy explains what happens when something changes after a sale.

2. Customer refunds and returns don’t change the Fee

The Fee pays for the conversation that produced the sale, in the same way that you pay for an ad click whatever happens to the order later. So if you refund an Attributed Order in full or in part, accept a return, exchange the product, or lose a chargeback, the Fee is not reduced, credited or refunded. This applies whether the refund happens before or after we bill you.

3. Orders cancelled before billing

If an Attributed Order is cancelled in your store, or marked as a test order, before it is included in an invoice, we skip it and never charge for it. Once an order has been invoiced, cancelling it later is treated like a refund under section 2.

4. Failed payments

There is no grace period. As soon as a charge fails, or an invoice is written off:

• no new conversations start for your store;
• messages waiting to be sent are held, and any message still held 48 hours after it was due is dropped;
• customers already talking with the assistant still get replies; and
• everything restarts automatically once the failed invoice is paid.

Update your card on our website (the link is on the Billing page of your dashboard) and we will retry the charge. If an invoice is still unpaid 14 days after the first failed charge, we may suspend or end your account under the Terms. Fees already earned remain payable.

5. Questions and disputes

If you think a charge is wrong, for example because an order was cancelled before billing, was a duplicate, or didn’t use one of our codes, email legal@bubblesms.com within 30 days of the charge, with the invoice number and the orders concerned. We reply within 5 business days. If we made a mistake, we correct it with a credit on your next invoice or a refund to your card, whichever you prefer.

Please talk to us before disputing a charge with your bank or card issuer. We may treat an open card dispute like a failed payment, and pause new conversations until it’s resolved.

6. Credits at our discretion

Apart from correcting our own errors, any credit, discount or refund of Fees is at our discretion. A credit we give once doesn’t create a right to future credits.

7. Cancelling

You can cancel at any time. We send a final invoice for Attributed Orders placed up to the date your cancellation takes effect. There are no cancellation fees and no unused prepaid amounts, because we only bill for sales that have already happened.

8. Taxes

Fees don’t include taxes. Where tax applies, it’s added to the invoice.