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Refund policy

Refund and cancellation policy

How the trial, cancellation and refunds work for Pong Chat Premium.

Last updated 13 November 2026

Free trial

Your first upgrade to Premium starts a 14-day free trial. A card is needed to start it. Cancel any time before the trial ends and nothing is charged.

Cancel any time

Cancel in Settings → Billing, which opens the Stripe customer portal. No further charges are made. Premium stays until the end of the period you paid for, then the workspace moves to the Free plan. Your chats and data are kept.

Refunds

Within 14 days of a charge: we refund that charge in full on request, monthly or yearly, VAT included.
After 14 days: we don’t refund partial periods, except where the law requires it.
Fewer agents: when you remove an agent, the unused part of the period is credited to your account and used on your next invoices.

To ask for a refund, write to info@metatag.ee from a workspace admin’s email, or chat with us, and name the workspace. Refunds go back to the card that paid; your bank usually shows them within 5–10 business days. When we refund the current period, the workspace moves to Free.

Failed payments

If a payment fails, we email the workspace admins and the workspace becomes read-only: agents can read chats but not reply, and the widget is hidden on your site. Update the card in the billing portal, or switch to Free, and it works again at once.

EU consumers

If you buy as a consumer in the EU, you also have the statutory 14-day right of withdrawal. Our full refund within 14 days of a charge covers it.

Contact

METATAG OÜ, Lõõtsa tn 8, 11415 Tallinn, Estonia. info@metatag.ee.