Legal
Refund policy
Refunds within 30 days of your billing date
Support
At CounselPro, we want you to have a smooth experience. If the platform isn’t meeting your needs, reach out at support@counselpro.ai. While we are always happy to help you troubleshoot any issues, we understand if you’d prefer to simply request a refund. Our guidelines are as follows:
Refund eligibility
Refunds are available for requests made within 30 days of your billing date. To remain eligible for a refund, your account must stay within the following usage limits:
- You have used 200 credits or fewer in total.
- You have not yet exported any data or reports from the platform.
- Our tools are designed specifically for North American bank and credit card statements. Because the platform is not built to read other formats, we cannot offer refunds for missing or poor output when processing unsupported document types.
Requesting a refund
To start a request, email support@counselpro.ai. Our team will keep it simple and handle your request promptly. A few things to know:
- All approved refunds are issued exclusive of third-party payment processing fees (2.9% of the transaction total). Because payment processors do not return transaction fees upon refund, this non-refundable 2.9% fee will be deducted from your final refunded amount.
- Once you have used more than 200 credits and/or performed an export, the service is considered fully rendered and the payment is no longer eligible for a refund.
- When a refund is issued, your workspace is deleted, access ends, and any remaining credit balances are permanently cleared.
- This policy covers Single Project payments and subscriptions only. Additional services, including one-time credit top-up packets (which are final and non-refundable upon purchase, regardless of usage), are not eligible for refunds. All refunds are issued at our sole discretion.