Refunds & Credits
Two things can be paid for on Parsons: a subscription (your plan) and credits (a prepaid balance that runs usage-based features). They work differently, so we cover each below. This policy is part of, and read together with, our Terms of Service.
Free trials
Plans start with a free trial. We ask for a card to begin it, but we don't charge it during the trial — the first charge happens only when the trial ends. Cancel any time before the trial ends and you're never charged. We show the exact date of the first charge before you start.
Paid plans
You can cancel your plan any time from Billing. When you cancel, you keep access through the end of the billing period you've already paid for — and it isn't renewed after that. Because you keep the service until the period ends, we don't refund the current period, and we don't prorate partial refunds for unused time within a period.
If something went wrong — you were charged after cancelling, charged twice, or billed in obvious error — that's not a refund question, it's a mistake, and we'll always make it right (see Billing errors).
What credits are
Credits are a prepaid balance that pays for usage-based features as you use them — AI processing, phone-call minutes, and monthly phone-number rental. You add credits by topping up, or automatically with auto-reload if you turn it on.
Credits are prepaid service credits, not money. They are not a deposit, not stored value, and not redeemable, exchangeable, or refundable for cash — they only pay for Parsons usage. Much of what credits pay for is a real cost we incur on your behalf the moment you use it (for example, a phone carrier's per-minute and per-number charges, and AI processing), which is why credits work this way.
Credits are non-refundable
Purchases of credits are non-refundable, except where the law requires otherwise or as described under Auto-reload below. Add credits based on what you expect to use rather than buying a large balance ahead of time.
Auto-reload
Auto-reload is optional and off unless you turn it on. When on, it adds a set amount to your balance whenever you fall below a threshold you choose, and it never charges more than the monthly ceiling you set. We show all of this before you enable it.
Our one credit refund: if an auto-reload charged your card and you haven't substantially used those credits yet, email us within 14 days and we'll refund that auto-reload. We'd rather refund a reload you didn't mean to trigger than have you stuck with a balance you can't use.
Expiration
Credits don't expire while your account is active — use them on your own schedule. If an account goes unused for 24 months, any remaining credits may expire. We'll email you before that happens so you have a chance to use them or keep the account active.
Closing your account
If you delete your account while you still have a credit balance, that balance is forfeited — credits are non-refundable, so they can't be paid out on the way out. We remind you of this before you confirm a deletion. If you'd rather use your balance first, do that before deleting.
Billing errors
A refund and a mistake aren't the same thing. If you were charged twice, charged after cancelling, or billed for something in plain error, contact us and we'll correct it — that isn't governed by the non-refundable rules above.
Your legal rights
Nothing in this policy takes away a refund or cancellation right that the law gives you. Depending on where you live, consumer-protection or other local laws may grant rights that override the defaults above; where they apply, we follow the law.
How to reach us
For anything on this page — a billing error, an auto-reload refund, or a question — email hello@parsons.ai from your account's email address and we'll take care of it.