Refund policy

Last updated: June 24, 2026

This Refund Policy explains how fees for Telltale, operated by Telltale AI Ltd. Co. (a Utah, USA limited company), are handled. Telltale charges up to two kinds of fees, and they are treated differently: a recurring subscription (base) fee, and — on plans that include it — a performance fee.

1. Subscription (base) fees — non-refundable

  • Subscription fees are billed in advance through Shopify Billing (for App Store installs) or Stripe (otherwise), at the plan rate shown at purchase.
  • These fees are non-refundable, including for partial billing periods.
  • You can cancel or change your plan at any time from the dashboard; service continues through the end of the period you have already paid for, and you are not billed again after that.
  • Where a free trial is offered, it is your opportunity to evaluate Telltale before any subscription fee is charged — no base fee is charged during the trial.
  • The only exception is where a refund is required by applicable law.

2. Performance fees — Positive-ROI Guarantee

On plans that include a performance fee:

  • The performance fee is charged only on holdout-verified incremental recovered revenue — the measured lift from the customers Telltale contacted versus a randomized control group of your own customers. It is not based on gross revenue or last-touch attribution.
  • The fee is a small percentage (2%–5%) of that verified incremental revenue. In other words, every dollar of performance fee is backed by many dollars of revenue Telltale provably generated that you would not otherwise have earned.
  • If a billing period shows no holdout-verified incremental revenue, no performance fee is charged for that period.
  • Positive-ROI Guarantee. For any billing period, if the performance fee you were charged is greater than or equal to the holdout-verified incremental revenue attributed to Telltale for that period — i.e. that fee did not earn you a net-positive return — we will refund that period's performance fee in full. The performance fee will never cost you more than the incremental revenue it is based on.

3. How to request a refund

  • Email owl@telltale.pro from (or referencing) your store, including your store domain and the invoice or billing period in question.
  • Positive-ROI Guarantee claims should be made within 60 days of the invoice date for the period concerned, so the holdout measurement for that period is still available.
  • Approved refunds are issued to your original payment method through the same provider that billed you (Shopify Billing or Stripe), typically within 10 business days.

4. Contact

Telltale AI Ltd. Co. · 7533 S Center View Ct Ste R, West Jordan, UT 84084, USA · owl@telltale.pro