Refunds
Refund and cancellation policy, as the product works today.
This page describes current Citt.ai billing behaviour. It does not create extra legal rights beyond that behaviour or your signed terms.
Last updated: November 7, 2026
What this covers
Citt.ai billing has three common paths. They are cancelled and refunded in different ways:
- Client AI-chat subscriptions billed through Citt.ai
- Therapist platform subscriptions (Starter, Practice, Full Practice)
- Session invoices between a client and their therapist or practice
Client AI-chat subscription
You can cancel at any time from Settings > Manage Subscription. Access continues until the end of the paid period. You are not charged again after cancellation.
Unused days in the current paid period are not refunded by default. There is no partial-month refund in the product unless support agrees an exception for your case.
Therapist platform subscription
Therapists can cancel a paid platform plan from subscription settings. The paid plan stays active until the end of the current billing period. After that, the workspace moves to the free Starter plan. Existing client records are kept.
Unused days in the current paid period are not refunded by default.
R1 card check
When a South African client updates the card on a rand AI-chat subscription, Citt.ai may place a R1 verification charge so Paystack can store a reusable card authorisation. That R1 amount is automatically refunded. It is not a subscription payment and it does not buy a billing period.
Session invoices
Session invoices are between the client and the therapist or practice. Citt.ai collects payment when the practice uses Citt.ai payment links. A refund of a paid session invoice is handled by the practice, with Citt.ai support when the charge went through Citt.ai.
Email support@citt.ai with the invoice number and reason. The practice should be included when they issued the invoice.
How to ask for a refund
Email support@citt.ai. Include the account email, the charge date, the amount, and the invoice or subscription it relates to.
We review refund requests against this policy and the charge record. Duplicate or failed charges, and the R1 card check, are the usual cases that are returned automatically or on request. Other refunds are exceptions, not the default.
Payment processors
Rand (ZAR) card collection uses Paystack. Other currencies use Stripe. The processor on a given charge is the one that collected it. A refund of that charge is issued through the same processor.