Last updated: July 1, 2026
This Refund Policy is an integral part of the User Agreement and establishes the exhaustive conditions for refunding payments for paid services provided by "Krionit Lab" LLC (hereinafter referred to as the Operator) within the use of the website www.livegram.io and the integrated Telegram bot @LivegramBot (collectively referred to as the Service). By making a payment for a subscription to the Service, the User confirms their full agreement with the terms of this Policy.
The process of order handling, tax withholding, and accepting payments for paid Service subscriptions is carried out by the international merchant of record, Paddle.com. Paddle.com acts as the official Merchant of Record for all transactions made on the Service platform and bears direct financial responsibility for their execution. All actual refund operations to the User's bank card, e-wallet, or other payment instrument are carried out exclusively through the secure Paddle.com payment gateway in accordance with their internal rules, interbank clearing timeframes, and security standards.
The Service provides Users with intangible digital services consisting of providing software as a service (SaaS). Access to the premium features of the Service is granted to the User automatically and instantly after payment confirmation. Due to the immediate nature of the provision of digital services and the impossibility of their physical return, funds for an already paid and commenced subscription billing period, whether it is a monthly or annual billing cycle, are non-refundable.
The access service is considered to be provided by the Operator properly and in full at the moment of successful payment and activation of the corresponding status of the User's account in the Service database. The User has no right to demand a refund on the grounds that they did not use the paid features of the Service, did not launch the created Sub-bots, did not send messages, or did not log into the Personal Account during the paid period. Payment is charged for the fact of providing access to the functionality, and not for the actual time of its use.
When subscribing, the User agrees to automatic deduction of funds at the beginning of each new billing period. The User has the right to cancel the automatic recurring renewal of a paid subscription at any time. Cancellation can be done independently through a special subscription management section in the Service's Personal Account or by using a secure link in the email receipt received from Paddle.com upon payment.
In case of subscription cancellation, the automatic deduction of funds for all subsequent billing periods ceases immediately. Subscription cancellation does not entail a recalculation or refund of funds for the current, already paid period. After cancellation, the User retains full and unlimited access to all paid premium features of the Service up to and including the last minute of the current billing cycle.
If the User decides to switch to a cheaper tariff plan or opt out of some additional paid options before the expiration of the current billing period, the difference in tariff costs is not compensated and is not refunded to the User's bank card. The new tariff conditions take effect from the next billing cycle.
If the User's account or their Sub-bots have been blocked, restricted in access, or completely deleted by the Operator for violating the rules of the User Agreement, sending spam, fraudulent actions, or other illegal activities, the funds for the unused remainder of the subscription are forfeited. Refunds to violators of the User Agreement are strictly not issued under any circumstances.
The Operator urges Users to resolve any financial disagreements exclusively by contacting the official customer support of the Service. If the User initiates a forced refund procedure (chargeback) through their issuing bank or payment system (e.g., PayPal), bypassing the support service of the Operator or Paddle.com, the Operator regards this as a violation of financial discipline and potential fraud.
Upon receiving a chargeback notification, the Operator has the right to immediately and irreversibly block the User's account, delete all their Sub-bots, and add the User's payment details to an internal blacklist to prevent future purchases.
The Operator may initiate a refund through the Paddle.com platform exclusively by individual decision of the support service in strictly limited cases. Such cases include:
Refunds are not provided if the malfunctions are caused by the actions of the Telegram messenger (including token blocking, API changes, messenger server crashes) or problems on the side of the User's internet provider.
To consider an exceptional case, the User must send a motivated written request to the official email address of the support service within seven calendar days from the moment the problem occurs. The request must necessarily include the unique transaction identifier, receipt number, or Invoice ID issued by the Paddle.com platform, as well as a detailed technical description of the reason for the refund request with attached screenshots.
The processing time for the request by the Operator's support service is up to five working days. If the refund is approved by the Operator, the actual crediting of funds to the User's account takes from three to ten working days, depending on the regulations of the Paddle.com platform and the issuing bank of the User's card.
"Krionit Lab" LLC
Legal address: Office 5, Building 18, Klubny Lane, Pervomaisky District, Bishkek, Kyrgyz Republic
TIN: 00502202610356
Email for sending refund requests and resolving billing issues: admin@livegram.io