Refund and Cancellation Policy
In plain English
- You can cancel anytime. We don’t lock you into long contracts.
- Cancellation is done by contacting our support team — we don’t have a self-service “cancel” button because we’d rather understand why first and try to help.
- You won’t be charged again after cancellation, but already-paid months are not refunded by default.
- We make exceptions for genuine cases. Talk to us.
The full policy below has the details.
1. Cancellation
1.1 How to cancel
You can cancel your Lazga subscription at any time by:
- Booking a support call through your dashboard: navigate to Billing → “Book a support call”, OR
- Emailing [email protected] with the subject line “Cancellation request”
We don’t offer self-service cancellation in the dashboard because we want to understand your situation and either help resolve it or make the cancellation process smooth for you. Most concerns can be addressed in a 10-minute conversation. If after that you still want to cancel, we will process it immediately.
1.2 What happens after cancellation
- Your billing stops at the end of the current paid month. You will not be charged again.
- Service remains active until the end of the paid period. If you paid on the 1st of the month and cancel on the 10th, your AI agent and dashboard remain active until the 30th.
- Your data is retained for 90 days after the service ends, in case you want to re-activate. After 90 days, your data is deleted permanently.
- WhatsApp number: if Lazga provisioned a WhatsApp number for you, it is returned to our pool after the service ends. If you brought your own number, you retain it.
1.3 No long-term commitments
Lazga is a monthly subscription. We do not require annual commitments. You can cancel anytime without penalty.
2. Refunds
2.1 Default policy
Lazga is billed monthly in advance. By default, we do not provide refunds for already-paid months. When you cancel, the cancellation takes effect at the end of your current paid period.
This is consistent with how most SaaS platforms operate. Our pricing is structured around monthly billing — we don’t oversell features or hide costs, so the price you see is what you pay.
2.2 Exceptions — when we will refund
We will provide a full or partial refund in the following situations:
- Service failure: if the Lazga platform has been substantially unavailable for an extended period (e.g., more than 5 consecutive days) and we have failed to restore it. Refund is prorated for the affected period.
- Onboarding failure: if within the first 14 days of your subscription, you experience significant onboarding issues that we are unable to resolve (e.g., WhatsApp integration cannot be completed, AI is unable to function for your business). Refund is full.
- Billing errors: if you were charged in error (duplicate charge, charge after cancellation, incorrect amount). Refund is full and immediate.
- Compassionate cases: if circumstances arise that make continued service genuinely unreasonable for you (business closure, force majeure events), we will review on a case-by-case basis and may offer partial refunds.
To request a refund, contact us at [email protected] with details of your situation.
2.3 How refunds are processed
Approved refunds are processed within 7 business days. The refund is credited to the same payment method used for the original charge. Depending on your bank, it may take an additional 3–10 business days to appear on your statement.
3. Plan changes
3.1 Upgrades
You can upgrade your plan (e.g., from Starter to Growth, or Growth to Pro) at any time. Contact our support team to upgrade.
When you upgrade:
- The new plan takes effect immediately
- You are charged a prorated amount for the remainder of the current billing period
- Future months are billed at the new plan rate
3.2 Downgrades
You can downgrade your plan at any time. Contact our support team to downgrade.
When you downgrade:
- The new (lower) plan takes effect at the start of your next billing period
- You retain access to higher-plan features until then
- We do not refund the difference for the current month
3.3 Pauses
In some circumstances (seasonal closures, renovations, extended owner absence), you may wish to pause your subscription rather than cancel. Pauses are handled case-by-case:
- During the pause, billing stops
- Your data and configuration are retained
- The AI agent is disabled until you resume
- A reasonable maximum pause period applies (typically up to 3 months)
To request a pause, contact our support team.
4. Disputes and chargebacks
If you have a billing concern, please contact us first at [email protected]. We will work to resolve any legitimate billing issue quickly.
Filing a chargeback through your bank without first contacting us costs us significant administrative time and fees. We may suspend or terminate accounts that file chargebacks without prior attempt to resolve directly.
5. Custom pricing and enterprise agreements
If your business has a custom-negotiated price, multi-branch arrangement, or enterprise agreement with Lazga, the refund and cancellation terms in that agreement take precedence over this policy where they conflict.
6. Changes to this policy
We may update this Refund Policy from time to time. The “Last updated” date at the top of this page will reflect the most recent revision. Significant changes will be notified to active subscribers by email at least 14 days before they take effect.
7. Contact
For any cancellation, refund, or billing question:
Lazga
Email: [email protected]
Address: Amman, Jordan
We aim to respond to all billing inquiries within 1 business day.
This Refund Policy is provided in English. An Arabic translation may be available; in case of any discrepancy between the English and Arabic versions, the English version prevails.