Legal · Draft, needs a lawyer
Refund policy
Last updated 6 November 2026. Written in plain words on purpose.
Try it first
Pro and Team start with a 14-day trial and no card, so you can see RelayHelp work on your own tickets before you pay anything.
When we refund
If something broke on our side, such as an outage that stopped your tickets arriving or a billing mistake, we refund the time or amount it affected. If you were charged after cancelling, we refund that charge in full.
Charged by mistake
Forgot to cancel before a renewal? Write within 14 days of the charge and we'll refund it, as long as the workspace hasn't been used since.
AI credit top-ups
Top-ups you haven't used can be refunded within 14 days of buying them. Credits that have already answered customers can't.
Cancelling
You can cancel any time from Billing. Your plan runs to the end of the period you paid for, and we don't refund the unused part unless one of the cases above applies.
How to ask
Write to support from your dashboard and a person replies. Our payment provider is the seller of record, so the money goes back to the card you paid with, usually within 5 to 10 business days depending on your bank.