Refund and Cancellation Policy

Last updated: 14 November 2026 · Version 3.2

1. Purpose and scope

This Refund and Cancellation Policy explains how Talk with Guest, Lda ("Talk with Guest", "Talkguest") handles cancellations, refunds and plan changes for subscriptions to the Talkguest Software-as-a-Service platform. It applies to every customer who has entered into a subscription through an online order at talk.mindbery.org, through a countersigned order form, or through an in-product upgrade action. This policy is incorporated by reference into the Terms of Service. Where the Customer qualifies as a consumer under Portuguese Lei n.º 24/96 or under equivalent national legislation of an EEA Member State, the mandatory rules of that legislation prevail over anything less protective in this policy.

2. First month and onboarding

Every new subscription includes a structured onboarding workstream during the first calendar month of activation. This workstream comprises the initial platform configuration, the connection of the property management system, the migration of message templates in Portuguese, English and Spanish, the setup of the guest verification workflow where subscribed, and a minimum of three live working sessions with a Talkguest onboarding specialist. The fee for this first month is included in the standard subscription price of the twelve-month or thirty-day cycle chosen at ordering. It is not billed separately, it is not an optional add-on and it is not eligible for isolation from the subscription fee for refund purposes.

If the Customer wishes to cancel during the onboarding month, the standard cancellation rules described in sections three, four and eight apply. The onboarding workstream itself is considered fully executed once the third live session has taken place and the platform configuration has been signed off by the Customer in the operator console. After that sign-off, refunds for the onboarding portion cannot be requested even where the overall subscription is subsequently cancelled.

3. Monthly subscriptions

Monthly subscriptions are billed at the start of each thirty-day cycle. The Customer may cancel a monthly subscription at any moment through the operator console or by email to billing@talk.mindbery.org. Cancellation takes effect at the end of the running cycle, which means that the Customer retains full access to the Service until the last day of the cycle and is not entitled to a refund of the fee already paid for that cycle. No renewal invoice is issued for the following cycle. Where cancellation is confirmed within twenty-four hours of the initial activation of a fresh subscription that was ordered through the self-service checkout, and where no message has been sent through the Service, Talk with Guest applies a goodwill refund of the fee paid, less any bank charges incurred, at its discretion.

4. Annual subscriptions

Annual subscriptions are billed at the start of a twelve-month term. The commitment is for the full twelve months. Cancellation before the end of the term does not entitle the Customer to a refund of the fees already paid, except where cancellation is triggered by a material breach of the Terms of Service by Talk with Guest as described in section seven. The Customer may notify non-renewal of an annual subscription at any moment during the term, with effect at the end of the running term, through the operator console or by written notice to billing@talk.mindbery.org sent at least thirty days before the renewal date.

Where an annual subscription has been paid in one instalment and the Customer requests, within the first fifteen days of activation, a downgrade to a monthly subscription because the annual commitment does not suit the operational needs of the property, Talk with Guest may agree at its discretion to convert the subscription to monthly billing and refund the balance corresponding to the unused period, after deduction of one full monthly fee at the standard monthly rate and after deduction of any bank or gateway charges incurred.

5. Mid-cycle plan changes

The Customer may upgrade the subscription plan at any moment through the operator console. Upgrades take effect immediately and are pro-rated against the running cycle: a supplementary invoice covering the fee difference for the remaining days is issued and settled through the payment method on file. Downgrades take effect at the end of the running cycle: the current plan remains active until the end of the cycle, no refund is due for the higher plan already invoiced, and the following invoice reflects the new plan. Adding or removing properties within a multi-property subscription follows the same rules, with the fee difference calculated on the basis of the per-property component of the subscription.

6. Overage and add-on charges

Overage fees for volume beyond the contracted allowance, and one-off add-on charges such as additional properties activated mid-cycle, are billed monthly in arrears and are not refundable once the corresponding usage or activation has occurred. The Customer receives an in-product warning when consumption reaches eighty percent of the monthly allowance, and again at one hundred percent, so that operational choices can be made before overage is incurred.

7. Termination for cause

Where Talk with Guest is in material breach of the Terms of Service, and the breach is not cured within thirty days of a written notice sent to support@talk.mindbery.org, the Customer may terminate the subscription with immediate effect. In that case Talkguest refunds the pro-rata portion of any prepaid fees corresponding to the period after the effective date of termination, calculated on a daily basis over the term paid. Termination for cause does not affect any additional remedies available under Portuguese law. Symmetrically, termination for cause by Talkguest as a result of a material breach by the Customer, including a breach of the Acceptable Use Policy, does not entitle the Customer to any refund.

8. Refund exceptions

Refunds are not granted where the Customer has consumed the Service for the period covered by the fee, where the Customer has been suspended for a violation of the Acceptable Use Policy, where the underlying invoice has been issued more than twelve months before the request, where the request relates to a bespoke professional-services engagement whose deliverables have been accepted, or where the request would circumvent the twelve-month commitment of an annual subscription outside the specific windows described in this policy. Talk with Guest may nonetheless issue a goodwill credit note that can be applied to future invoices, where the specific circumstances justify a commercial gesture.

9. SEPA and payment method

The default payment method for subscriptions signed with EU or EEA legal entities is SEPA direct debit under a written or electronic mandate signed by the Customer. SEPA direct debit collections are performed on the tenth day of the month following the invoice date. A SEPA mandate may be revoked at any moment, but revocation of the mandate does not by itself terminate the subscription. The Customer remains liable for the fees due and must settle them through an alternative method, such as bank transfer to the account indicated on the invoice, within the payment deadline of fifteen calendar days. Under Regulation (EU) 260/2012, the Customer is entitled to an unconditional refund of any authorised SEPA direct debit collection within eight weeks of the debit date; exercising this right revokes the underlying invoice payment and reinstates the corresponding balance in the Customer's account with Talkguest.

10. How to cancel

The recommended cancellation channel is the operator console, under Settings, Subscription, Cancellation. The console captures the reason for the cancellation, generates a confirmation email and updates the renewal date. Cancellations by email should be sent from an email address associated with an administrator of the operator account and should reach billing@talk.mindbery.org. Cancellations by post are accepted at the registered office indicated at the top of this policy. The effective date of the cancellation is the earliest of the three, taking into account the applicable notice periods.

11. Data return and deletion

Upon cancellation, and regardless of whether the cancellation entitles the Customer to a refund, Talk with Guest makes a structured export of the Customer Data available through the operator console for thirty days following the effective date. The export is available in JSON and CSV formats and covers conversations, guest records, message templates and reporting extracts. Personal data is deleted from active systems within a further sixty days and from backup systems within one hundred and eighty days, as described in the Data Processing Addendum. Where the Customer requires certified deletion for compliance purposes, Talkguest provides a written certificate on request to dpo@talk.mindbery.org.

12. Consumer rights

Where the Customer qualifies as a consumer within the meaning of Portuguese Lei n.º 24/96 or of the corresponding national implementation of Directive 2011/83/EU on consumer rights, the Customer benefits from a fourteen-day right of withdrawal from the moment the subscription contract is concluded, exercisable through the model withdrawal form annexed to that legislation or through an unequivocal statement sent to support@talk.mindbery.org. Where the Customer has expressly requested the immediate provision of the Service before the end of the withdrawal period, and the Service has been fully provided, the right of withdrawal is lost. Where the Service has been partially provided, the Customer owes an amount proportionate to what has been provided.

13. Disputes and contact

Talk with Guest strives to resolve billing questions in a single interaction. The first point of contact for any refund or cancellation matter is billing@talk.mindbery.org. Where a dispute cannot be resolved bilaterally, the Customer may refer the matter to the alternative dispute resolution entity registered with the Portuguese Direção-Geral do Consumidor competent for the sector, or to the European online dispute resolution platform available at ec.europa.eu/consumers/odr. Nothing in this policy limits the Customer's right to bring proceedings before the Tribunal Judicial da Comarca de Lisboa, or before the courts competent under the mandatory rules of the Customer's country of residence where the Customer qualifies as a consumer. Guest Talk publishes a plain-language billing FAQ at talk.mindbery.org/faq that anticipates the most common questions and shortens the resolution time for both parties.