Cancellation & Refund Policy

1. Subscription Cancellation

You can cancel your QueueDesk subscription at any time. Organization owners or administrators can initiate a cancellation directly from the Billing Settings panel within the agent dashboard (/admin/settings/billing).

Upon cancellation, your paid subscription features and AI assists limit will remain active and usable until the end of your current billing period (monthly or annual). At the end of the billing cycle, your workspace will automatically transition to a read-only state (cannot create new tickets, add new members, or use QueAssist features) unless you choose to upgrade or re-activate.

2. Refund Eligibility

QueueDesk provides a permanent free Starter Plan (with up to 3 agents, unlimited employees, and 50 AI assists per month) to allow teams to evaluate the platform thoroughly before committing to a paid tier. As such, subscription fees paid for the Growth and Scale tiers are generally non-refundable.

However, exceptions are made under the following circumstances:

• Billing Discrepancies: If you believe you have been double-billed or charged an incorrect amount due to a platform system issue, please report it within fourteen (14) days of the transaction date.
• Accidental Upgrades/Renewals: If you upgrade or auto-renew by mistake and submit a cancellation and refund request within forty-eight (48) hours of the transaction, we will review and issue a refund if the workspace had zero billing activity or AI actions used during that timeframe.

3. Refund Processing

To request a refund, please contact our support team at hello@queuedesk.com. Please include your organization name, tenant subdomain (e.g. yourcompany.queuedesk.com), registered owner email address, and the date and amount of the transaction.

Once approved, refunds are processed automatically to your original payment method. Refunds typically take between 5 to 7 business days to reflect in your bank account, depending on your card issuer.

4. One-Time Purchases & Top-up Credits

All purchases of one-time AI Top-up packs (Small, Medium, and Large) are final and strictly non-refundable. Unlike monthly subscription limits, top-up credits do not expire and will remain on your account permanently until exhausted.