This is a guide for channels using AI Edition.
AI Edition is a new pricing plan available from October 16, 2026.
If you are using the existing pricing plan (SaaS Edition), please check the SaaS Edition Subscription and Billing Guide.
If you subscribed directly to the AI Edition paid plan through the website (Channel Settings), the remaining amount will be refunded after settling the usage for the period used upon cancellation. Please check the applicable conditions below first.
Previously, both monthly and annual subscriptions prorated the remaining period and returned it as a deposit, with a 10% penalty deducted upon withdrawal. Now that all paid plans have changed to 12-month contracts, the refund method varies depending on the payment method (annual prepayment or monthly installment).
Category | Subscription method | Cancellation & Refund |
|---|---|---|
Refundable plans | Subscribed directly through the website (Channel Settings) | Self-cancellation is available; the refund policy below applies |
Non-refundable plans | Signed a contract with a dedicated manager | Self-cancellation is not available; contract terms apply |
Customers on existing pricing plans | - | Existing terms and refund policy continue to apply (→ View existing refund policy) |
Paid plans are 12-month contracts. Even if you chose monthly installment, it’s not a monthly subscription — it’s a 1-year contract paid in 12 installments. Requesting cancellation does not mean a full refund for the remaining period.
The following standards apply to plans subscribed directly through the website (Channel Settings).
Category | Processing upon cancellation |
|---|---|
Annual prepayment | After settling the usage fee for the actual usage period (based on pre-annual-discount prices) and usage charges, the remaining amount is refunded |
Monthly installment | Payments will stop from the next billing cycle. Usage fees for billing periods already started are not refunded |
Add-on credits | Must be used within the contract period; expire upon termination and are not carried over or refunded |
Postpaid (on-demand) usage fees | Amounts already used and billed are not refunded |
A full refund means a 100% payment cancellation to the original payment method. A full refund is only available if you have not used any of the paid services at all after subscribing to the plan and apply directly to the ChannelTalk team within 7 days.
Annual prepayment is paying one year upfront at a discounted price. If you cancel mid-contract, the period used is recalculated at the pre-discount price, and the remaining amount is refunded. This difference is called the discount return.
Discount return = (Monthly installment annual contract amount − Annual prepayment annual contract amount) × days used ÷ total contract days
The refund formula and deduction items can be checked in advance in the order settlement details before cancellation.
Early cancellation penalty = Discount return + 10% of the annual contract amount
When you apply for cancellation, payments will stop from the next billing cycle, and an early cancellation penalty (10% of the annual contract amount) will be additionally charged.
Usage fees for billing periods already started are not refunded.
The following items are not refundable.
Add-on credits: Remaining credits expire when the contract period ends.
CX & Team monthly credits: Granted each month; unused credits for that month are not carried over or refunded.
Postpaid (on-demand) usage fees: Amounts billed for usage beyond your credits
Monthly installment fees for billing cycles already started
Self-cancellation is only available through the method below for plans subscribed directly through the website (Channel Settings). If you signed a contract with a dedicated manager, contract terms apply.
Go to [Channel Settings] - [Subscription & Billing] - [Subscription] - [Status] and click [Change Plan].
Click [Select Plan] below Free+.
Choose when the plan changes: today (immediate change) or scheduled (change after current plan ends). If you choose scheduled, you’ll be switched to Free+ after the current contract period ends.
If you change your current plan to Free+ while a scheduled paid plan is pending, the scheduled plan will also be changed to Free+.
Upon cancellation, first check what changes, then review the previously paid amount, usage period fee, and discount return on the order settlement card. Depending on the settlement result, you may receive a refund or be charged an early cancellation penalty.
Features available from the Startup plan or above, such as AI CoS and notebooks, will no longer be accessible.
Mobile SDK and Open API will not function.
Purchased add-ons will not be accessible. If you switch back to a paid plan within the contract period, you can continue using them.
If you don’t set limits up to the free allowance, usage fees may be billed on-demand (postpaid for actual usage).
A final confirmation prompt will appear before cancellation. After reviewing the content and checking the checkbox, the [Change to Free+ Plan] button will become active. Click it to complete the change.