Refund Policy

This policy forms part of our Terms & Conditions. It applies to every Sello subscription, whether you pay in Sri Lankan rupees (LKR) or in US dollars (USD) through our online reseller Paddle.com.

1. Try it first

The Starter and Pro plans come with a 7-day free trial, and you don't need a card to start it. You can use Sello with your own WhatsApp number and documents before you pay anything.

2. 14-day refund on your first payment

If you're not satisfied, you can ask for a full refund of the first payment on a new paid subscription. You must ask within 14 days of the date we charged you.

• We refund the full amount you paid, including any tax that was charged.
• When we issue the refund, we cancel the subscription and your access to paid features ends.
• This refund is available once per business.

3. What isn't refundable

Except for billing errors (section 5), or where the law requires otherwise, we don't refund:

• monthly renewal payments after your first payment;
• prorated charges for upgrading to a higher plan partway through a month;
• charges for add-ons such as Website Chat;
• the unused part of a month after you cancel or downgrade;
• any payment more than 14 days old.

4. Cancelling

You can cancel anytime from your dashboard. You can also email [email protected] from your account's email address.

• Cancellation takes effect at the end of your current monthly billing period.
• You keep full access until that date, and you won't be charged again.
• For what happens to your data afterwards, see our Privacy Policy.

5. Billing errors are always refunded

If we charge you by mistake, we refund the wrong charge in full, whenever it happened. Mistakes include:

• a duplicate charge;
• a charge after you cancelled;
• a charge for the wrong amount or the wrong plan.

Please tell us within 30 days of the charge so we can fix it quickly.

6. If we end your service

If we end your subscription for reasons that aren't your fault, we refund the unused part of the fees you've paid in advance. See section 10.5 of our Terms.

7. How to ask for a refund

Email [email protected] from your account's email address. Please include:

• your business name;
• the date and amount of the charge;
• a short note on why you're asking (optional, but it helps us improve).

We reply within 5 business days.

If you paid in USD, your order was processed by Paddle.com as Merchant of Record. You can also contact Paddle directly through paddle.net. Refunds made through Paddle are also subject to Paddle's buyer terms.

8. When you'll get your money

Refunds go back to the card or payment method you paid with. Sri Lankan (LKR) payments are refunded through payments.lk. International (USD) payments are refunded by Paddle. Once we've approved the refund, your bank usually takes 5–10 business days to show it.

9. Contact

CognasisAI (Pvt) Ltd, 100, Dewala Road, Maharagama, Sri Lanka
Billing: [email protected] · Support: [email protected]