1. Overview
This Refund Policy explains when you are entitled to a refund for an order placed through Custom Bots. It applies alongside our Terms of Service at /terms.
2. One-Time Bot Build Fees
Every bot order includes a one-time development fee for designing, building, and configuring your bot.
Full refund: if you cancel your order before development on your bot has started (your order's build stage still shows "Ordered" on your account dashboard), you are entitled to a full refund of the development fee.
No refund once development starts: once an admin marks your order as "In Development," we have begun committing developer time and resources to your specific bot, and the development fee becomes non-refundable — including if you later decide you no longer want the bot, or if you are simply unhappy with a design choice that matches what you selected in the wizard. If we deliver after your delivery date, section 8 applies regardless of build stage.
Our fault: if we are unable to deliver a working bot matching your order, or we cancel your project ourselves before delivery, you are entitled to a full refund regardless of build stage.
Defects after delivery: if your delivered bot does not work as configured due to an error on our part, contact support through /contact — we will fix it at no charge. Refunds after successful delivery are considered on a case-by-case basis and are not guaranteed simply because you later change your mind about a feature.
3. Hosting Fees
Hosting is charged once, with your order, for the period shown at checkout. We do not renew it automatically, so there are no future renewals to cancel and no recurring charge to refund. If we have separately arranged continued hosting with you and an outage caused by us prevents your bot from running for an extended period, contact support and we will consider a credit for that downtime.
4. Promo Codes and Discounts
Amounts saved through a promo code or discount are not refundable in cash and apply only to the order they were used on.
5. How to Request a Refund
To request a refund, contact us through /contact with your order number and the reason for the request. We aim to respond within a few business days.
6. Processing Time
Approved refunds are issued back to your original PayPal payment method. Once we approve a refund, PayPal typically completes it within 5-10 business days, though the exact timing can depend on PayPal and your bank.
7. Chargebacks
If you have a problem with an order, please contact us first — most issues can be resolved directly and faster than a card or PayPal dispute. Filing a chargeback without contacting us first may result in a hold on the affected account while the dispute is resolved with PayPal.
8. Late Delivery
Every order carries a delivery date, shown before you pay and fixed at that moment. If we deliver after it, we refund 25% of the build price — the modules you ordered, excluding hosting. The date can be revised after you order, for the two reasons set out in our Terms; if it is, the refund is still measured against the date you were shown before you paid. You do not need to request it, and your bot is still delivered. This is separate from the full refund in section 2, which applies when we cannot deliver at all.