Legal

Refund Policy

Cancellations, refunds, and disputes across bookings, tickets, and donations.

Effective Date: June 22, 2026 Last Updated: June 22, 2026

How refunds work on Connect Live AI

Connect Live AI is a marketplace where Christian touring Artists and Venues find each other, agree on terms, and run Shows. We are not a party to any Booking, Ticket sale, or Donation (see Section 5 of the Terms of Service at /legal/terms for the canonical marketplace framing). We do set the rules everyone plays by, and we are the Platform that runs the payments through Stripe. This Refund Policy explains when money comes back, when it does not, and what to do if you think something went wrong. We try to be fair to everyone on the Platform.

The short version: cancellation rules follow the cancellation template the parties agreed to, Tickets follow the refund tier the organizer set, and Donations are gifts (final and non-refundable except in narrow cases). We refund our Platform fee on canceled events. We keep our Platform fee on buyer-initiated refunds for events that still happened. Force Majeure events get special handling. Everything else flows through the process described below.

This policy covers three money flows:

Artist-Venue Bookings (Deposit, milestone, and post-Show balance captures under a cancellation template).
Connect Live Ticketing ($3 flat Platform fee per Ticket, refundable on event cancellation, retained on buyer-initiated refunds).
Love Offering Donations (pay-what-you-want gifts, generally non-refundable).

Capitalized terms used in this policy (Artist, Venue, Booking, Show, Ticket, Donation, Force Majeure, Connected Account, Commission, Deposit, and others) have the meanings given in Section 3 of our Terms of Service at /legal/terms. The complete fee schedule lives in Section 9 of the Terms of Service.

Section 1: Booking refunds (Artist-Venue deals)

A Booking is a direct agreement between an Artist and a Venue. Connect Live AI captures payments on the Booking's schedule (a Deposit at accept, optional milestone captures, and a post-Show balance), takes a 5% Commission at the post-Show transfer, and holds the balance 14 days before releasing to the Artist. Refund treatment depends on (a) the cancellation template the parties picked at Booking time, and (b) who is canceling.

1.1 Cancellation templates

Every Booking has one of three cancellation templates attached. The template is shown on the Booking record and was selected by the parties when they accepted the offer.

Template	30+ days out	14 to 30 days	Inside 14 days
Soft	Full refund of Deposit. No kill fee.	Deposit forfeited. 50% kill fee on remaining balance if non-Force-Majeure.	Deposit forfeited. 100% kill fee on remaining balance if non-Force-Majeure.
Hard	Deposit forfeited.	Deposit forfeited. Full balance due.	No refund. Full balance due.
Custom	Per the terms agreed at Booking. We enforce within the bounds of this policy.	Same.	Same.

Force Majeure (defined in Section 1.4) excuses the canceling party from kill fees in all three templates.

1.2 Artist cancellation

If an Artist cancels a Booking for a non-Force-Majeure reason:

The Venue gets a full refund of any Deposit and milestone captures already paid.
The Artist owes the Venue documented out-of-pocket expenses already incurred (printed marketing, equipment rental deposits, staff hours already paid). We cap this reimbursement at 20% of the contracted fee.
The Artist may owe additional Platform consequences. We may deduct an amount from the Artist's next payout, suspend the Artist account for up to 60 days, or both. The deduction will not exceed 1.5 times the original Deposit.
We log the cancellation on the Artist's public profile.

If the Artist cancels for a Force-Majeure reason (see Section 1.4), the Venue still gets a full refund of payments already made, but no kill fee or Platform consequence applies to the Artist.

1.3 Venue cancellation

If a Venue cancels a Booking for a non-Force-Majeure reason:

The Deposit is forfeited to the Artist. This protects the Artist for holding the date and turning away other offers.
Inside the kill-fee windows in Section 1.1, the Venue owes the additional kill-fee amount.
The Venue owes the Artist documented travel and rehearsal costs already incurred. We cap this at 20% of the contracted fee.
The Venue may face Platform consequences including a public-profile note and a hold on future Bookings until the kill fee is paid.

If the Venue cancels for a Force-Majeure reason, the Deposit is refunded to the Venue and no kill fee applies.

1.4 Force Majeure (event-level)

This section is the canonical event-level Force Majeure definition. It governs cancellation of a specific Booking, Show, or Ticket sale. For Platform-wide Force Majeure (outages of the Platform itself), see Section 19 of the Terms of Service at /legal/terms.

A Force Majeure event excuses the party invoking it from cancellation penalties. To invoke, the party must show the event was beyond their reasonable control, that it actually prevented performance (not just made it harder or less profitable), that they took reasonable steps to mitigate, and that they gave notice within 72 hours of the trigger event.

Covered events (post-COVID enumeration, do not rely on a catch-all):

Acts of God: severe weather, earthquake, flood, fire, hurricane, tornado.
War, terrorism, civil unrest, riot.
Pandemic, epidemic, public health emergency, outbreak of communicable disease, quarantine of the performer or essential staff.
Government order, shutdown, travel restriction, curfew, stay-at-home order.
Strike or labor stoppage at the Venue or in transit.
Death of the performer or immediate family member, with death certificate.
Documented serious illness of the performer or immediate family member, with hospital admission record.
Failure of utilities at the Venue.
Travel disruption preventing the performer from reaching the Venue (airline cancellation with no reasonable alternative).

What is not covered: individual flu, common illness without hospitalization, change of mind, a more lucrative gig offered elsewhere, low Ticket sales, scheduling conflicts that were known at Booking time, or general nervousness about an event going forward. Airbnb's Major Disruptive Events approach is the model here. The trigger must be a real external prevention of performance, not personal preference.

Documentation required. We may request: medical records for illness, a hospital admission record or confirmed positive test from a healthcare provider or documented exposure-quarantine order from a public health authority, a death certificate for bereavement, a government order URL for shutdowns, an NWS warning URL for weather, an airline cancellation notice for travel disruption, or a similar verifiable artifact. We may retain third-party verification of submitted records. Fabricated documentation is grounds for permanent ban and may be reported to law enforcement. We process the refund within 5 business days of approving the documentation.

Reschedule option. Either party may propose a reschedule instead of a cancellation. If both parties accept the reschedule, the existing Deposit and milestone payments carry forward to the new date. If one party prefers a refund over a reschedule, that party may elect the cash refund instead.

1.5 Platform Commission on Booking refunds

When a Booking is refunded in full (canceled before the Show, or canceled with Force Majeure), our 5% Platform Commission is refunded as well. The Stripe processing fees on the original captures are not returned by Stripe and are absorbed by the Connected Account holder (per Stripe's standard mechanics, this means the Artist's Connected Account on a Venue-paid capture).

On partial Booking refunds, the Platform Commission is refunded proportionally to the refunded amount.

Section 2: Ticket Buyer refunds (Connect Live Ticketing)

Connect Live Ticketing is our standalone ticketing product. The Artist or Venue (the Show organizer) is the seller of record for each Ticket. We are the Platform. The $3 flat Platform fee is added to every Ticket and disclosed at checkout per the FTC's all-in pricing approach (Section 6 of this policy).

2.1 Refund tiers

The Show organizer picks one of four refund tiers when creating the Show. The tier is shown on the Ticket purchase page and is part of the buyer's purchase agreement.

Tier	Full refund window	Partial refund window	No refund
Flexible	Up to 7 days before Show	None	Inside 7 days
Standard	Up to 30 days before Show	50% refund 7 to 30 days before	Inside 7 days
Firm	Only if Show is canceled or rescheduled	None	All buyer-initiated refunds
Benefit / Donation	None	None	All buyer-initiated refunds. Clearly disclosed as a benefit Show.

Whichever tier the organizer picks, the rules in Sections 2.2 through 2.4 apply on top. Those rules are Platform-enforced floors that override the organizer's tier in specific scenarios.

2.2 Show cancellation: automatic full refund

If a Show is canceled and not rescheduled, every Ticket Buyer gets a full refund within 14 days of the cancellation announcement. The refund includes the Ticket face value and the $3 Platform fee. We do not retain our fee on canceled events. This is industry standard and protects against state-AG enforcement risk (StubHub was sued by multiple state AGs in 2020 for failing to refund fees on canceled events during COVID).

We send the refund to the Ticket Buyer's original payment method through Stripe. Funds typically post within 5 to 10 business days, set by the card issuer.

2.3 Show postponement and reschedule

Postponed with a new date announced: Tickets remain valid for the new date. Ticket Buyers who cannot attend the new date have a 30-day refund window from the announcement of the new date. Full face value plus $3 Platform fee refunded.

Postponed with no new date announced within 90 days: Ticket Buyers may request a full refund (face value plus $3 Platform fee) at any time after the 90-day mark.

Rescheduled within the original Show week (minor reschedule): Tickets remain valid. No refund window opens unless the new time is unreasonable for buyers (for example, moved to a different weekday).

2.4 Buyer-initiated refunds within the organizer's tier

If a Ticket Buyer requests a refund within the organizer's refund tier window:

We refund the Ticket face value to the original payment method.
The $3 Platform fee is retained. This covers the payment processing and ticket delivery we already paid for.
Refund is processed within 5 business days of the request during beta, 2 business days at scale.

If the Ticket Buyer requests a refund outside the organizer's tier window, no refund is owed. We may still process a refund as a courtesy in narrow cases (documented medical emergency with hospitalization, death of an immediate family member, or other Force Majeure event affecting the buyer personally). These are case-by-case during beta.

2.5 Non-refundable situations

No refunds in these cases:

Ticket was scanned in at the door (you attended the Show).
Ticket was transferred to a third party (the original purchaser is no longer the holder).
Ticket was resold through any third-party channel.
Buyer requested refund outside the organizer's tier window and does not qualify for a Force Majeure carve-out.
Buyer requested refund less than 24 hours before the Show under any tier other than Flexible.

2.6 Force Majeure for Ticket Buyers

The Force Majeure framework in Section 1.4 also applies to Ticket Buyers in narrow cases:

Show-side Force Majeure: the Show is canceled or postponed because of an event in Section 1.4's covered list. All Tickets refunded automatically, including the $3 Platform fee.
Buyer-side Force Majeure: the Ticket Buyer or an immediate family member experiences a documented Force Majeure event (hospital admission, death, government-issued travel restriction reaching the Show region). Buyer gets the Ticket face value refunded. Platform fee retained because we still incurred the processing cost. Documentation required.

2.7 Refund method

Default: refund to the original payment method through Stripe. We may offer a Platform credit (valid 12 months across Connect Live AI Bookings and Tickets) as an alternative for canceled-Show refunds, at 105% face value, to reduce Platform cash outflow. Credit is opt-in only. We do not force credit on Ticket Buyers. Credit balances are user-direction Platform credit, not scrip; they are not subject to state escheat laws while held.

2.8 Multi-Show tour cancellations

If a tour spans multiple Shows and the full tour is canceled, refunds are processed Show by Show on the same automatic-full-refund rule in Section 2.2. We do not bundle multi-Show refunds into a single cascade. Known limitation: Ticket Buyers holding Tickets to multiple Shows on a canceled tour will receive a separate refund notification per Show.

Section 3: Love Offering Donation refunds

A Donation is a pay-what-you-want gift made through the Love Offering QR code at a Show. Donations flow from the donor's card through Stripe to the recipient's Connected Account. We are not a charity. We do not hold Donations. We do not provide tax-receipt documentation for Donations on our own behalf. The recipient (typically the Artist) is responsible for tax reporting on Donations they receive.

3.1 Donations are final

Donations are non-refundable by default. They are gifts. Once made, the funds belong to the recipient. The donor does not get a refund just because they changed their mind, because the Show did not match expectations, or because they later regretted the amount.

3.2 Exception process

We will consider a refund of a Donation in three narrow cases:

Duplicate charge caused by a technical error on our side. We refund the duplicate within 7 days of detection. No questions asked.
Fraudulent charge where the donor's card was used by someone else without authorization. The donor reports to us and to their card issuer. We process the refund after confirming fraud (typically 5 to 10 business days).
Recipient-initiated refund. The recipient (the Artist or Venue receiving the Donation) may elect to refund a Donation through their dashboard. This is voluntary. We do not require recipients to refund. If the recipient refuses to refund, the Donation stands.

Outside these three cases, Donations are final. We will not override a recipient's decision to keep a Donation.

3.3 Tax-deductibility disclaimer (read this before donating)

Donations through Connect Live AI go directly to the recipient. The deductibility of your Donation depends entirely on the recipient's tax status. Connect Live AI is not a tax advisor and does not issue tax-deductible donation receipts on its own behalf. Two cases:

Recipient is a verified 501(c)(3) tax-exempt organization (typically a church or registered nonprofit):

Your Donation may be tax-deductible. The recipient's tax-exempt status is reflected on the Donation page. The recipient is registered with the IRS at EIN [shown on page]. Consult your own tax advisor. We do not guarantee deductibility for your specific tax situation.

Recipient is an individual Artist, an unregistered group, or another non-501(c)(3) entity:

This Donation is a personal gift to the recipient. It is not tax-deductible to you, the donor. The recipient may owe income tax on funds received. By donating, you confirm this is a voluntary gift, not payment for goods or services received.

The 501(c)(3) status of the recipient is verified at the time the recipient sets up Donations (typically through an EIN check against IRS Pub 78). We display "Tax status not verified" if we cannot confirm the recipient's status. In that case, treat the Donation as not tax-deductible for your records, and consult your tax advisor.

3.4 Platform fee on Donations

The Platform fee on Love Offerings is currently $0 at launch, consistent with Section 8 of the Terms of Service at /legal/terms. The recipient receives the full Donation amount minus only Stripe's processing fees.

We reserve the right to add a Platform fee on Donations with at least 30 days advance notice under Section 22 of the Terms of Service. If and when a Donation Platform fee is added, the donor will see the fee on the Donation page (for example, "Your $25 Donation. $X Platform fee. $Y to [Recipient]") and the fee will be non-refundable except in the duplicate-charge and fraud cases described in Section 3.2.

Section 4: How to request a refund

4.1 Where to file

Type	How to request
Booking cancellation (Artist or Venue side)	In-app cancellation flow on the Booking record. Reason selection required. Automated kill-fee calc per the cancellation template runs immediately.
Ticket Buyer refund	In-app refund request form on the Ticket page in your account. Reason dropdown plus optional free-text.
Donation refund	Email support@connectlive.ai. Include the Donation date, amount, recipient, and reason. Donations are non-refundable by default; we will route the request to the recipient where possible.
Force Majeure claim	Same channels as above, with documentation attached (medical record, NWS warning URL, death certificate, government order URL, airline cancellation notice).
Dispute about a refund decision	In-app dispute form on the original transaction. Includes evidence upload.

4.2 Response SLA

Stage	Beta target	At-scale target
Acknowledge receipt	1 business day (automated email within 1 hour)	1 business day (automated email within 1 hour)
Decision	5 business days	2 business days
Refund processed	5 business days after decision	2 business days after decision
Funds land in buyer's bank	5 to 10 business days from refund (set by card issuer, not by us)	Same

We define "beta" as the period through Connect Live AI's general-availability announcement. We will publish updated SLAs at least 30 days before changing them.

4.3 Refund method

Default: original payment method via Stripe refund. Stripe processing fees on the original transaction are not returned by Stripe; we absorb the gap on canceled events, and the Connected Account holder absorbs the gap on Booking-side refunds (per Stripe's standard mechanics).

Alternative: Platform credit usable across future Bookings and Tickets, valid 12 months from issue, offered at 105% face value on canceled-Show Ticket refunds at the buyer's option. Credit is never forced.

If the original payment method is closed (card expired, account closed), we will reach out for an alternate refund method.

4.4 Notifications

Both parties to a Booking, Ticket purchase, or Donation receive notifications at each step of the refund process:

Refund requested: notification to organizer and to Platform admin during beta.
Refund decided: notification to buyer and organizer with reason.
Refund processed: confirmation email with Stripe transaction ID and expected timing.
Refund failed (bank rejected): notification to buyer to provide alternate refund method.

Section 5: Chargebacks

If you disagree with a refund decision, please use our dispute process before contacting your card issuer. Chargebacks are an expensive and slow alternative for both sides, and they often produce worse outcomes for buyers than a direct conversation with us would. The underlying chargeback mechanics (set-off, recovery, account-level consequences) are also described in Section 10 of the Terms of Service at /legal/terms.

5.1 Our right to recover

When a Ticket Buyer or other counterparty files a chargeback with their card issuer:

Stripe notifies us through a webhook.
Stripe debits the disputed amount from the Connected Account that received the payment. If the Connected Account balance is insufficient, Stripe debits our Platform balance.
When a chargeback hits, we recover the disputed amount, the chargeback fee (Stripe charges $15 per dispute), and the cost of fighting the dispute from your future payouts. Our recovery right is across all your transactions on the Platform, not just the disputed transaction.
We have the right to suspend payouts to the responsible party while the dispute is open, including holding pre-existing balances in reserve.
We have the right to debit the payment method on file to recover unrecovered amounts if no future payouts are available.
We may pursue collection through lawful means, including collection agencies and court, for any amounts we cannot recover otherwise. The responsible party agrees to pay reasonable attorneys' fees and collection costs.

5.2 Your obligation before filing a chargeback

You agree to work through this Refund Policy and our dispute process before filing a chargeback. Specifically, you must:

File a refund request through the channels in Section 4.1.
Wait for the response within the SLA in Section 4.2.
If you disagree with the decision, file an in-app dispute and provide your evidence.
Wait for our admin review (Section 5.4).

Filing a chargeback before completing these steps is a breach of this policy. We will contest the chargeback with Stripe using our records of your refund request and our policy disclosure at purchase.

5.3 Effect on account status

When a chargeback is filed:

Your account may be suspended during the dispute. Suspension is precautionary, not punitive. Funds are held pending resolution.
We may require additional identity verification before lifting the suspension.
Patterns of chargebacks (typically more than 1% of your transactions in any rolling 30-day window, or 3 chargebacks in a 6-month window) may trigger:
- Required pre-payment of Booking Deposits in escrow before further Bookings.
- Extended payout holds (release 14 days after event becomes 30 days).
- Account termination.
- Reporting to industry anti-fraud networks (Stripe Radar, MATCH list).

5.4 Stripe dispute timeline

Stripe's dispute resolution can take up to 120 days, set by card-network rules. During that window we represent the dispute on the Connected Account's behalf using evidence the Connected Account provides. You agree to provide any evidence we reasonably request within 5 calendar days of our request. Failure to provide evidence weakens the dispute and may result in loss.

Section 6: All-in pricing and disclosure

We follow the FTC's all-in pricing approach for live event tickets, consistent with the 2024 Junk Fees Rule (as currently in effect) and similar state laws (New York, California). What this means in practice:

All Ticket prices on Connect Live AI are shown as all-in totals at the top of the listing. The $3 Platform fee is included in the headline price. We do not drip fees in at checkout.
At checkout we itemize the total so you can see what you are paying for: "Ticket: $25.00. Connect Live Ticketing fee: $3.00. Total: $28.00."
No surprise fees after checkout. Once you complete purchase, the total you paid is the total you paid. There is no facility fee, handling fee, or service fee added later.
The refund policy and tier is shown on the same page as the Ticket purchase. Tier selection, refund windows, and the $3 fee treatment are disclosed at the point of sale.

If you believe a Show on Connect Live AI is dripping fees or violating all-in pricing rules, please report it through support@connectlive.ai.

Section 7: Scale automation thresholds

During beta, our founder personally reviews Force Majeure claims and disputed refunds. As Connect Live AI grows, we will automate the clear cases and continue to apply human review to the ambiguous ones. The thresholds below define how that automation will work. Listing these here is also a commitment: we will not silently change them without 30-day advance notice.

7.1 Auto-approval triggers (at scale)

We will automatically approve a refund or Force Majeure claim when any of these is documented:

Documented hospitalization with admission record of the performer, performer's immediate family member, or the Ticket Buyer claiming a buyer-side Force Majeure. Admission record means a verifiable hospital document showing date, patient name, and admission. Auto-approval issues a full refund within 1 business day. We may retain third-party verification of submitted records. Fabricated documentation is grounds for permanent ban and may be reported to law enforcement.
NWS-issued warning (tornado warning, hurricane warning, severe thunderstorm warning, flood warning, blizzard warning, ice storm warning) within 24 hours of the Show start, covering the Venue's county. Triggers full Ticket refunds. Booking refund follows the Booking's cancellation template.
Government order URL issued by a federal, state, or county authority preventing the Show. Includes stay-at-home orders, capacity limits below the Show's capacity, curfews covering Show hours, and travel restrictions reaching the performer's origin or destination.
Airline cancellation notice for the performer's flight with no reasonable alternative within 48 hours. Documented by the airline's cancellation email.
Death certificate of the performer or immediate family member. Full Force Majeure carve-out.
Duplicate charge detected by our payment reconciliation within 7 days. Auto-refund of the duplicate, including any Platform fee.

7.2 Auto-flag for admin review

These cases automatically escalate to a human at scale (still Ryan during beta):

Force Majeure claim without standard documentation (self-reported illness without hospitalization, alleged government order without URL, weather without NWS warning).
Refund requested outside the organizer's tier window without a Force Majeure carve-out.
Disputed door-scan counts (mismatch between QR scan totals and Venue staff counts).
Multi-party three-way disputes (Ticket Buyer vs Venue vs Artist).
Chargeback escalations requiring evidence development.

7.3 Auto-rejection with appeal path

These cases automatically decline at scale, with a documented appeal path back to admin:

Refund requested after the policy window with no Force Majeure claim.
Refund requested for a Show the buyer attended (Ticket scanned in at the door).
Refund requested for a Ticket the buyer transferred or resold.

Appeals are decided within 10 business days.

7.4 Multi-party dispute escalation ladder

This is the Booking-Show-Ticket-specific version of the dispute ladder in Section 17 of the Terms of Service. Where three or more parties disagree about how a refund or settlement should be split, we resolve in this order:

Ticket Buyer made whole first. We issue any required Ticket refund from Platform float. This is the priority because Ticket Buyers are consumers and the Platform's chargeback exposure is highest there.
Artist-Venue split determined separately. After the buyer is refunded, we calculate the Artist-Venue settlement based on our Platform records (Stripe transaction log, QR scan timestamps, Ticket revenue, contracted splits).
Platform recovers from the responsible party. We deduct the refunded amount from the next payout to whichever party caused the cancellation or breach. Stripe Connect supports this through transfer reversals.
Either party may dispute the Platform's allocation through the in-app dispute form. Disputes escalate to admin review within 10 business days.
Final escalation is arbitration per Section 24 of the Terms of Service at /legal/terms. Arbitration is the binding resolution if neither party accepts the admin determination. The Terms of Service Section 24 governs the AAA Consumer Arbitration Rules, Nashville TN seat, remote-video default, and fee allocation (Connect Live AI pays 100% of AAA fees above $200; Users below 300% of the federal poverty line with documented hardship pay nothing).

Section 8: Sexual misconduct, safeguarding, and EFAA carve-out

If you are the victim of sexual misconduct on or around a Connect Live AI Booking or Show, you do not have to go through arbitration. You can take the claim to court. This is a federal right (the EFAA, 2021) and you cannot waive it in advance. You can still ask us for a refund through this policy. The two are separate.

The full carve-out is described in Section 24 of the Terms of Service at /legal/terms (which contains the same right). See also Section 5 of the Acceptable Use Policy at /legal/acceptable-use for safeguarding reporting channels.

Section 9: Beta-stage handling

We are in beta. Our founder personally reviews every Force Majeure claim, every disputed refund, and every chargeback during this period. We aim to acknowledge within 1 business day. Refund decisions are issued within 5 business days, consistent with Section 4.2. We document each unusual case as it comes up, and each documented case becomes a precedent or rule that we apply consistently going forward.

We may update this Refund Policy at any time. Material changes will be communicated to active Users by email and in-app banner at least 30 days before they take effect, consistent with Section 22 of the Terms of Service at /legal/terms. Continued use of the Platform after the effective date constitutes acceptance.

Bookings and refund requests in flight are grandfathered. If your Booking was accepted before a policy change, or your refund request was filed before a policy change, the version of this policy in effect at that time governs your dispute. We do not apply policy changes retroactively to in-flight transactions.

Section 10: International users

Connect Live AI is currently US-only. Connect Live Ticketing accepts payments from foreign-issued cards but settles in USD only. Refunds to foreign-issued cards are processed in USD; the card issuer converts at its exchange rate, which may differ from the rate at the original purchase. We do not control issuer conversion rates or any foreign-transaction fees the issuer charges. You acknowledge that you may receive less than the original USD amount in your home currency on the refund, and that this difference is not Connect Live AI's responsibility.

For Shows held outside the United States, this policy may not apply. We will note alternative refund terms on the Show listing where applicable.

Section 11: Contact

For refund questions, disputes, or Force Majeure documentation:

Primary: support@connectlive.ai
Fallback: hello@connectlive.ai
In-app: every Booking, Ticket, and Donation has a "Request a refund" or "Open a dispute" button on its detail page.
Mailing address for legal notice: see Section 31 of the Terms of Service at /legal/terms.

We aim to acknowledge every refund request within 1 business day during beta. Refund decisions are issued within 5 business days. If 5 business days pass without a decision, you may escalate by emailing legal@connectlive.ai with "REFUND ESCALATION" in the subject line.

This Refund Policy is incorporated by reference into our Terms of Service at /legal/terms. To the extent of any conflict, the Terms of Service control on issues of Platform authority, arbitration, governing law, and limitation of liability; this policy controls on refund procedure and refund amounts.

Last Updated: June 22, 2026