Refund Policy

New accounts include a 14-day free trial with full access to Pro features. You will not be charged during the trial. If you do not subscribe to a paid plan before the trial ends, your account will be downgraded automatically — no charge, no refund needed.

Monthly plans are billed in advance. We offer a 14-day money-back guarantee: if you are not satisfied, you can request a full refund of your most recent monthly charge within 14 days of the charge date, provided your account has not sent more than 250 SMS messages or 500 emails since that charge. After the 14-day window, monthly charges are non-refundable for the current billing period, but you can cancel at any time from Settings → Billing to stop future renewals and keep access until the end of the period.

Annual plans are billed upfront for 12 months. If you cancel within 14 days of your initial annual purchase or renewal, you may request a full refund of the annual fee, provided your account has not sent more than 500 SMS messages or 1,000 emails since that charge. After the 14-day window, annual subscriptions are non-refundable, but you will retain access through the end of the paid term.

Outside of the windows above, we may issue a refund or credit at our discretion when:

• You were charged after cancelling and we have a record of the cancellation
• You were charged twice for the same billing period due to a billing error
• A prolonged service outage materially prevented you from using the platform
• An unauthorized charge was made on your account and you report it within 60 days

The following are never refundable:

• SMS, MMS, and voice usage fees passed through from Twilio or other carriers
• 10DLC brand and campaign registration fees
• Phone number purchase or porting fees
• Add-on usage that has already been consumed (extra contacts, message volume, AI credits)
• Charges older than 60 days from the date of the request

Because Paddle is the Merchant of Record for all Capto subscriptions, refunds are processed by Paddle on our behalf. To request a refund, visit paddle.net and look up your order using the email address you used at checkout — you can manage the subscription and submit a refund request directly from there. You can also email billing@usecapto.com from the email address on your account with:

• The date and amount of the charge
• The Paddle order/receipt number (if available)
• A short description of why you are requesting a refund

We respond within 3 business days and forward eligible requests to Paddle. Approved refunds are returned to your original payment method by Paddle and typically appear within 5–10 business days, depending on your bank.

You can cancel your subscription anytime from Settings → Billing. Cancellation stops future renewals; it does not automatically issue a refund for the current period. After cancellation, your data remains available for export for 30 days before deletion, as described in our Terms of Service.

Please contact us first before initiating a chargeback with your card issuer — most billing issues can be resolved within a day or two. Accounts with an open chargeback may be suspended until the dispute is resolved.

We may update this Refund Policy from time to time. Material changes will be communicated via email or in-app notice at least 30 days before they take effect. The "Last updated" date at the top of this page reflects the most recent revision.

Questions about a charge or this policy? Reach us at billing@usecapto.com.