Refund & Cancellation Policy

Plain-English summary (not legally binding)

• 30-day money-back guarantee on every paid plan — provided you contact us before day 30 and haven't used more than 30% of the subscription's included usage allowances.
• Outside the 30-day window or once usage exceeds 30%, monthly subscriptions are non-refundable for the current period. Cancelling stops the next charge.
• Annual subscriptions are not yet self-serve. Please contact us to arrange annual billing; refund terms are set in the annual order form.
• Credit packs (top-up voice minutes / written rounds / SMS) are refundable for the unused balance only — anything already consumed is non-refundable because we paid the underlying provider for it.
• Cancellation is instant and self-service from Settings → Billing. You keep access through the end of the paid period.
• If we miss our uptime commitment or a candidate-impacting outage occurs, we issue service credits automatically — no refund request needed.
• Email billing@recluto.ai for any refund question. We reply within one business day.

The full text below controls if there's any conflict with this summary.

1. Scope

This policy applies to all subscription fees, credit-pack purchases, one-time charges, and overage billing made to Recluto AI, Inc. (“Recluto”, “we”) by the company that subscribes (the “Customer”). Candidates applying through a Recluto-powered careers page never pay Recluto and are not parties to this policy.

This policy supplements our Terms of Service. To the extent of any conflict, the Terms control on contractual matters and this policy controls on the mechanics of refunds.

2. 30-day money-back guarantee

Every paid plan comes with a 30-day money-back guarantee, designed so you can try Recluto risk-free for a real hiring cycle. To qualify, two conditions must both be satisfied:

1. Timing: You contact us at billing@recluto.ai or from Settings → Billing before the 30th day following your first paid charge.
2. Usage threshold: Your workspace has not consumed more than 30% of any single included usage allowance in the period. Specifically — applications processed, AI voice-interview minutes, AI video-interview minutes, written screening rounds, and SMS / WhatsApp sends each have a 30% ceiling against the plan's monthly allowance. Crossing any one of them forfeits the guarantee.

When both conditions are met, we refund 100% of the most recent subscription charge to the original payment method and cancel the subscription immediately.

2.1 Why the 30% ceiling

The guarantee exists so you can evaluate Recluto on a real hiring round — not so you can run a full month of AI screenings, voice calls, and SMS at our cost and then ask for the money back. Real telephony, voice inference, and message-delivery costs are paid by Recluto to upstream providers (VAPI, LiveKit, OpenRouter, your SMS gateway) the moment those units are consumed; we cannot recover those costs from the provider after the fact. The 30% ceiling represents what we've found to be a comfortable evaluation envelope across all paid tiers.

2.2 How we measure usage

Each metric's consumption is visible on your Settings → Billing page as a percentage of the plan's included allowance. The same numbers appear on the invoice for the current period. We snapshot those values at the moment we receive a refund request — not at the moment of cancellation — so finishing usage after requesting a refund does not affect eligibility.

2.3 After 30 days or after 30% usage

Once either condition is crossed, monthly subscriptions are non-refundable for the current period. You may cancel any time; cancellation stops the next charge and you keep access through the end of the paid period. We make discretionary exceptions where the underlying issue is something we caused — see Section 6.

3. Monthly subscriptions outside the guarantee window

After the 30-day money-back guarantee has lapsed (either by time or by usage), monthly plans renew on the calendar day matching your initial subscription date. You may cancel any time from Settings → Billing; cancellation stops future charges and you retain full access through the end of the paid period.

Subsequent billing periods are non-refundable absent an SLA breach or service issue caused by Recluto (Section 6).

4. Annual subscriptions

Annual billing is not currently self-serve. To arrange an annual contract (typically two months free vs. month-to-month), please get in touch. Refund terms specific to annual contracts are set in the executed order form and supersede the monthly guarantee above where they conflict.

5. Credit packs and overage

Credit packs (additional voice minutes, video minutes, written rounds, SMS / WhatsApp sends) are sold at fixed per-unit rates and added to your workspace balance immediately on purchase.

• Unused credits are fully refundable within 30 days of purchase. We refund the unused balance at the price you paid.
• Consumed credits are non-refundable. Once a voice minute, video minute, written round, SMS, or WhatsApp message has been delivered, we have already paid the underlying telephony / inference / messaging provider — there is no value left to return.
• Credits do not expire while your subscription is active. They are forfeited 90 days after subscription cancellation, after which the balance returns to zero.
• Overage billing (charges incurred above your monthly plan allowance) is treated as consumed at the moment of billing and follows the consumed-credit rule above.

6. Service credits for outages and missed SLAs

If we breach the uptime commitment in our Terms of Service, we issue service credits automatically — typically within 5 business days of the affected billing period closing. You do not need to request these.

Service credits are applied against the next invoice. They are not redeemable for cash and do not extend the subscription term. If a service credit exceeds the next invoice amount, we carry the unused portion forward.

For candidate-impacting incidents (e.g., the agent failed to send screening invitations to a measurable subset of applicants), we additionally refund any per-application charges incurred during the incident window. This is automatic; you will see the credit on your next invoice.

7. How to request a refund

1. For the 30-day guarantee: email billing@recluto.ai from the same address that owns the workspace, with your workspace name and the invoice ID. We confirm eligibility against the timing and 30% usage rule and process the refund the same business day if both conditions are met.
2. For unused credit refunds (any time within 30 days of purchase), use the “Refund unused credits” action under Settings → Billing. Self-service.
3. For everything else (SLA-credit disputes, prior-charge corrections, payment-method changes, annual contract refunds), email billing@recluto.ai with your workspace name, the invoice ID, and a one-line reason. We reply within one business day.
4. Approved refunds are returned to the original payment method. Card refunds typically appear within 5–10 business days; bank-transfer reversals can take 7–14 business days.

8. Chargebacks

Please email billing@recluto.ai before initiating a chargeback. We resolve nearly every billing dispute faster than the card-network process and would much rather correct an issue than spend cycles on representment.

If a chargeback is initiated and is later reversed in our favour, we may suspend the workspace pending payment of the underlying invoice plus any chargeback fees passed through by the card network. Chargebacks initiated in apparent bad faith may result in termination of the agreement under our Terms.

9. Country-specific rights

9.1 European Union (Consumer Rights Directive 2011/83/EU)

EU consumers (where Recluto is provided to a natural person acting outside their trade or profession) have a 14-day right of withdrawal beginning the day after the contract is formed. Because Recluto is a digital service, you waive this right by starting to use the service during the withdrawal period. The 30-day money-back guarantee in Section 2 is more generous than the statutory right and applies to qualifying EU customers as written.

EU business customers (the typical Recluto customer) are governed by the commercial rules in Sections 2–5 above, not by the Consumer Rights Directive.

9.2 United Kingdom (Consumer Contracts Regulations 2013)

UK consumers have analogous 14-day withdrawal rights. The same waiver-on-use rule applies; Recluto's Section 2 guarantee is more generous and applies as written.

9.3 India

Customers paying in INR are subject to the payment gateway's policies (Razorpay, Polar, etc.) in addition to ours. Refunds processed via Indian gateways typically appear in 5–7 business days; we cannot speed this up beyond the gateway's processing time.

9.4 California (CCPA)

California residents may exercise rights under the CCPA in connection with refund requests; see our Privacy Policy.

10. What is not refundable

• Implementation, onboarding, training, and integration services — these are quoted separately and are non-refundable once delivered.
• Setup fees and one-time custom-development charges, unless explicitly stated as refundable in the order form.
• Third-party charges passed through (LiveKit Cloud usage, VAPI minutes, OpenRouter inference, Polar / Stripe / Paddle / PayPal / Razorpay processing fees) once incurred.
• Data-export fees on closed accounts, if applicable. (Today, exports are free for active and recently-cancelled accounts.)

11. Disputes

Most refund disagreements resolve in one or two emails. If you remain unsatisfied after we respond, you may escalate per the dispute-resolution clause of our Terms of Service.

12. Changes to this policy

We may update this policy from time to time. Material changes (a tighter refund window, a new non-refundable category) will be announced 30 days in advance via email to workspace owners and on this page. Existing charges processed before the change date are governed by the policy in effect at the time of the charge.

13. Contact

For all refund and billing questions: billing@recluto.ai. We reply within one business day, usually faster.

Recluto AI, Inc. — registered in Delaware, operating from San Francisco and Bengaluru. Mailing address available on request from billing@recluto.ai.