1. Introduction

ACCAdvisor.ai is committed to providing high-quality customer support to ensure a smooth and positive experience for all users of our subscription-based AI chatbot, which offers medico-legal advice for ACC claims in New Zealand. This policy outlines our customer support processes, including the handling of subscriptions, payment processing, and issue resolution.

2. Subscription Plans

ACCAdvisor.ai offers two types of subscription plans:

• One-Day Trial Subscription: $4.99, providing access to the AI chatbot for 24 hours from the time of purchase.
• Monthly Subscription: $49.99 per month, automatically renewing each month unless the subscriber cancels. The subscription provides ongoing access to the AI chatbot.

3. Payment Processing

• Payment Method: All payments are securely processed through Stripe, ensuring the protection of your financial information.
• Billing Cycle: For monthly subscriptions, billing occurs every 30 days, starting from the date of the initial subscription. Users will be notified of the billing date and the amount to be charged at least 3 days before the payment is processed.
• Trial Subscription: The one-day trial subscription is a one-time charge and does not auto-renew. Users will need to subscribe to the monthly plan for continued access after the trial period ends.

4. Subscription Management

• Account Access: Users can manage their subscriptions through their account on ACCAdvisor.ai, including viewing payment history, updating payment information, and canceling subscriptions.
• Cancellation: Subscribers can cancel their monthly subscription at any time through their account settings. Cancellation will take effect at the end of the current billing cycle, and no further payments will be charged.
• Refunds: Refund requests will be evaluated on a case-by-case basis. Generally, refunds are not issued for partial months of service or for the one-day trial subscription. However, if a technical issue or error on our part affects service delivery, we may offer a refund or credit.

5. Customer Support Channels

• Support Availability: Customer support is available Monday to Friday, 8:00 AM to 5:00 PM (NZST). Outside these hours, users can submit support requests via email or the support form on the website.
• Response Times: We aim to respond to all support inquiries within 24 hours during business days. Inquiries received during weekends or public holidays will be addressed on the next business day.
• Support Methods: Users can contact support via email at support@accadvisor.ai or through the support form available on the website. Live chat support is also available during business hours.

6. Issue Resolution

• Technical Issues: If users experience any technical issues with the AI chatbot or the website, they should immediately contact customer support. Our team will work to resolve the issue as quickly as possible.
• Subscription or Billing Issues: For any questions or concerns related to subscriptions or billing, users should reach out to our support team. We will investigate and address the issue promptly, including resolving any billing errors or providing assistance with subscription management.
• Escalation: If a user is not satisfied with the initial resolution provided by our support team, the issue can be escalated to a senior support specialist for further review.

7. User Responsibilities

• Account Security: Users are responsible for maintaining the confidentiality of their account information, including their password. ACCAdvisor.ai is not liable for any unauthorized access to user accounts due to negligence in safeguarding credentials.
• Accurate Information: Users must provide accurate and up-to-date information when creating an account and subscribing to our services. Inaccurate information may result in service interruptions or account suspension.

8. Data Privacy

ACCAdvisor.ai is committed to protecting user privacy. All personal data and payment information are handled in accordance with our Privacy Policy, and we adhere to New Zealand’s data protection laws and regulations.

9. Changes to the Support Policy

ACCAdvisor.ai reserves the right to modify this Customer Support Policy at any time. Any changes will be communicated to users via email and posted on our website. Continued use of our services following any changes indicates acceptance of the revised policy.

10. Contact Information

For any questions or concerns related to this Customer Support Policy, users can contact us at:

Email: support@accadvisor.ai

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