Sublex Chat, a service of Sublex Digital, a business registered in The Gambia, of Lamin, The Gambia (contact: info@sublexdigital.com) Last updated: 14 August 2026
We want you to pay only for a product that works for you. This policy explains when you are charged, how to cancel, and when a refund applies. It is written to be honest about what we do and do not refund, rather than to hide the answer.
1. How the plans are charged
Sublex Chat is offered on three plans:
- Free — free forever. No card is required and there is nothing to refund.
- Starter and Business — paid monthly or yearly. A yearly plan is
billed once for the year at the discounted rate shown at checkout.
Card payments are processed by Paddle, which acts as our merchant of record (the seller of record for the transaction). Paddle's own Buyer Terms and refund handling also apply to your purchase, and a refund is issued through Paddle back to your original payment method.
Locally invoiced and managed-service customers (invoiced in dalasi in The Gambia) are covered by their own invoice and service agreement, not by this page — see section 6.
2. Free trial, where offered
Where a plan is offered with a free trial, you are not charged until the trial ends. You can cancel at any point during the trial and no payment is taken. If you do nothing, the trial ends and your account moves to the Free plan unless you have chosen a paid plan. Whether a trial is offered, and for how long, is shown at signup; a trial never takes card details, so there is nothing to refund when one ends.
3. Cancelling a paid plan
You can cancel a paid plan at any time from Plan and usage in your dashboard, or by emailing us at info@sublexdigital.com.
- Cancellation takes effect at the end of your current paid period. You keep
full access until then — we do not cut a plan off in the middle of a period you have already paid for.
- We do not charge an early-termination or cancellation fee.
- By default we do not refund the unused part of a period you have already been
billed for (for example, cancelling on day 3 of a monthly period). Your access simply continues to the end of that period and does not renew.
Nothing is deleted when you cancel or downgrade. Your assistant, its knowledge, your conversations and your leads remain on the Free plan, with the Free plan's limits. You can return to a paid plan later and everything is still there.
4. Changing plans
- Upgrading takes effect immediately and is charged on a prorated basis for
the remainder of the current period.
- Downgrading takes effect at your next renewal. You keep the higher
plan until then, and there is no mid-period refund for the difference.
5. When we do refund
We will refund you, in full or in part, where:
- You were charged in error, or charged twice for the same period.
- A billing fault on our side meant you were charged for something you did not
agree to.
- The service was materially unavailable for a sustained period through our
fault — assessed case by case.
- The law that applies to you gives you a refund or cancellation right (for
example, statutory consumer or distance-selling rights). Nothing in this policy removes a right you have by law.
To request a refund, email info@sublexdigital.com with the account email and the charge in question, or contact Paddle directly through the receipt they sent you. We aim to respond within 3 business days.
Add-on top-up packs are consumable — once conversations from a pack have been used they are not refundable, but an unused pack charged in error is.
6. Locally invoiced and managed-service customers
Customers in The Gambia who are set up and invoiced by us directly (in dalasi) are billed under a separate arrangement. For those accounts:
- A setup fee is one-off and non-refundable once the setup work has begun, as
it pays for work already done.
- Subscription periods invoiced in advance (quarterly or yearly) follow the same
rule as section 3: access runs to the end of the paid period and is not refunded part-way through.
7. Chargebacks
If you do not recognise a charge, please contact us first — most questions are a receipt that did not arrive or a plan change that was not expected, and we can resolve those quickly. Because Paddle is the merchant of record, formal chargebacks are handled by Paddle.
8. Contact
Questions about a payment or a refund: info@sublexdigital.com — Sublex Digital, Lamin, The Gambia.