Refund & Cancellation Policy

If you decide within 3 days of your first subscription payment that Diali is not for you, contact us and we will refund that payment in full. You do not need to give a reason.

Scope and conditions:

• It applies to the first subscription payment on your account only, not to renewals, and not to a second Assistant added later.
• If you changed plan during those first days, the guarantee covers every payment made on that first subscription (the original charge and any plan-change charge), and they are refunded together.
• It is available once per customer.
• We do not deduct the value of the plan's included Diali AI credits you used during those days. If you used them, they are on us.
• Separately purchased credit top-ups are not covered by this guarantee (see Diali AI credits).
• If on-chain (crypto) payment is offered and you paid that way, you are covered too, but claims go through support@diali.ai: on-chain refunds are processed manually.
• On refund, your subscription ends and the Assistant is de-provisioned. Export anything you want to keep first.

How to claim. Cancel your subscription from the dashboard, then choose "Request refund" when it is offered. You can also email support@diali.ai from your account email address, with the subject "Refund request". We aim to acknowledge within 1 business day and to issue approved refunds within 5 business days. Refunds are returned to the original payment method; how quickly it appears depends on your bank, typically 5 to 10 business days.

You may cancel at any time from the dashboard. Cancellation takes effect at the end of the billing period you have already paid for, so you keep access until then, and you are not charged again.

Outside the 3-day guarantee above, subscription fees already paid are non-refundable, and we do not refund partial periods. This includes: cancelling part-way through a monthly, semi-annual, annual, or (for existing subscriptions) quarterly term; periods during which you did not use your Assistant; and add-ons (such as Extra Storage) already billed for the current period. This does not affect your statutory rights, including those below.

Diali AI credits are a prepaid balance used to pay for managed AI inference. They are denominated in credits (1 credit = US$0.001) and drawn down as your Assistant makes AI requests.

• Credits are not refundable or exchangeable for cash, except as set out in this policy (termination without fault on your part, and billing errors, below), and have no value outside the Service.
• Used credits are never refundable: they represent AI capacity we have already purchased and delivered on your behalf.
• Included credits granted with your plan expire at the end of the service period they were granted for, and do not roll over.
• Purchased top-up credits expire 12 months after purchase. We will notify you before a balance expires.
• If we terminate your account without fault on your part, we will refund the cash value of your unused purchased top-up credits (see below).
• Unspent credits are not refunded when you simply cancel. They remain usable until your paid period ends or they expire, whichever comes first.

• Termination without fault on your part, for example if we discontinue the Service or a plan: we refund the unused portion of your prepaid subscription period pro rata, plus the cash value of unused purchased credits.
• Termination for breach: if we terminate because you breached the Terms of Service (for example unlawful use, abuse of the Service, or payment fraud): fees and credits are not refunded, to the extent the law allows.
• Service outages. We target 99.9% monthly availability but do not offer contractual service credits. Where an outage is prolonged and material, contact us and we will consider a goodwill credit case by case.

If you are a consumer, you may have rights that this policy cannot reduce.

14-day right of withdrawal (EU/UK and similar). You generally have 14 days from entering the contract to withdraw without giving a reason. Because you ask us to begin providing the Service immediately when you start your subscription, if you then withdraw we may charge an amount proportionate to the service already provided, including AI inference already delivered. To withdraw, email hello@diali.ai. A clear statement is enough, and you may use the model withdrawal form below.

In practice, our 3-day money-back guarantee is usually simpler and faster than a proportionate withdrawal calculation, and you are free to use whichever is better for you. Where the statutory 14-day right applies to you, it is longer than our guarantee and is unaffected by it. Nothing in this policy limits any non-excludable statutory right, including rights relating to services that are faulty, not as described, or not provided with reasonable care and skill.

If you believe a charge is wrong, please contact us first at support@diali.ai. Almost every billing problem (an unrecognised charge, a subscription you meant to cancel, a duplicate payment) we can resolve directly, usually faster than a bank dispute, and we would much rather refund you than argue with you.

Unrecognised charge? Payments appear on statements as DIALI AI LLC, or starting with DIALIAI.

• Prices are in US dollars and, unless stated otherwise at checkout, exclusive of tax.
• Refunds are issued in the original currency for the original amount. We do not compensate for currency-conversion differences or fees charged by your bank.
• Where tax was charged, the refund includes the tax element.

We may update this policy. Material changes will be notified in advance (by email or in-Service) and apply to purchases made after they take effect. We will not retroactively reduce a refund right you have already earned.

Refunds and billing: support@diali.ai · General and withdrawal notices: hello@diali.ai

Post: Diali AI LLC, c/o Registered Agent, 30 N Gould Street, Sheridan, WY 82801, USA.