Refunds and duplicate charges

Refunds are not the normal recovery path

ALLO subscription payments are generally non-refundable under the Terms of Service, except where required by law or stated in a written agreement. Refund requests for other purchases, including storage add-ons and AI credit purchases, are reviewed case by case under the applicable law and agreement.

Canceling a subscription stops future renewal according to the cancellation flow. It does not automatically refund charges that already happened. Downgrading a plan, reducing seats, or removing a storage add-on may create an invoice credit or billing adjustment when the billing provider applies one, but that is not the same as a cash refund.

If you have a billing question that is not covered here, contact sales@allo.io or open Customer Support from the app.

AI credit refunds are reviewed case by case

Deleting an AI result does not return credits because the AI work already ran. Turning off Auto-reload stops future automatic purchases, but it does not automatically reverse purchases that already completed while Auto-reload was enabled. If an AI credit purchase was duplicated, unrecognized, or otherwise incorrect, open Customer Support so the team can review the specific charge and any applicable refund eligibility.

Billing credits and invoice credits are also not AI credits. If a plan change produces a financial credit on an invoice, that credit affects billing balance. It does not become AI credit balance for AI actions.

For AI credit behavior, see Buy and manage AI credits.

Check the charge before reporting it

Before opening a duplicate-charge request, check whether the charge could be one of these:

Same-day charges can happen when a workspace changes plan, adds seats, buys storage, buys AI credits, or has more than one workspace using the same payment method. The invoice history is the cleanest place to separate real duplicate charges from several different billing events.

Report a duplicate or unrecognized charge

Open Customer Support if a charge still looks duplicated, unexpected, or tied to the wrong workspace after checking Billing.

In the same support message, attach the receipt or invoice and include the email address of the ALLO account used for the purchase. The billing email shown on a receipt can be different from the email used to sign in to ALLO. Support needs both details together to match the charge to the right account and workspace.

Include:

Do not send full card numbers, bank login details, passwords, security codes, or one-time login codes.

Proration credits are not refunds

When a paid workspace changes plan, seats, billing interval, or recurring storage add-ons in the middle of a billing period, Billing may show prorated charges or credits before confirmation. A prorated credit usually reduces an invoice or future billing balance. It should not be treated as a cash refund, and it does not add AI credits to the workspace.

For the full model, see Fair billing and proration. For concrete plan-change examples, see Change a plan.

If payment failed instead

If the problem is a failed card, open invoice, payment verification prompt, or payment banner, use Fix a payment issue. A failed payment is different from a refund or duplicate-charge question.