How to get a refund from Character.AI

Paid Character.AI for a plan or credits you never got, or got billed after you cancelled? Here's what Character.AI's own policy says, where to ask, and how to write a request that actually gets handled.

What Character.AI's refund policy says

Terms of Service: subscription payments are non-refundable except where required by law, and the Terms don't override mandatory local cancellation rights. Cancelling takes effect at the end of the billing period, with no partial refunds for unused time (stated in its sale terms). Where you bought decides who refunds: Apple App Store / Google Play purchases are refunded by Apple or Google, and web purchases (Stripe) go through a Character.AI support ticket under "Payments and purchases". No refund window in days is stated.

How to request it: Cancel first (web: Settings > Account > Manage; app: App Store or Google Play). Web purchases: submit a ticket at support.character.ai (Submit a request > Payments and purchases) with purchase date and account email. App purchases: request the refund from Apple or Google.

Bought it through the Apple App Store or Google Play? Those purchases are refunded through Apple or Google, not Character.AI directly.

Character.AI's official page — “Payments are non-refundable, except where required by law. These Terms do not override any mandatory local laws regarding your cancellation rights.”
Character.AI's official page — “App Store and Google Play purchases follow Apple's or Google's refund policy and are requested directly through them.”
Character.AI's official page — “For web purchases made through Stripe, submit a request through our support page and choose the "Payments and purchases" option”
Character.AI's official page — “Cancellation takes effect at the end of the current billing period. No partial refunds are issued for unused time within a billing period.”

Checked against Character.AI's official pages on 2026-09-29. Policies change; the official page is always the final word.

Where to ask

Help center / support formstart here
https://support.character.ai/hc/en-us/requests/new — choose 'Payments and purchases' (general: support@character.ai)

Support channels change. If one of these doesn't work, check Character.AI's own help center.

How to write your request

Lead with the facts: what you paid, the date, the amount, and the plan or credits you bought.
Say exactly what you didn't get — the plan never activated, credits are missing, or you were billed after cancelling.
Include your order or invoice number and any ticket number you already have.
Ask for one clear outcome: a refund of a specific amount, or the plan/credits applied to your account.
Keep it calm and short. Organized requests get resolved; angry ones get routed to the back of the line.

If they don't answer

Reply on the same ticket or email thread instead of starting a new one, so your history stays attached.
Keep a record of every message and every reply (screenshots help).
If a week passes with no real answer, send a short, firm follow-up that restates the facts and gives a clear deadline.

Want help with your Character.AI case?

ResolveMyAI organizes your proof, writes the message in the right format for Character.AI, and reminds you when to follow up. Free to start, no subscription.

If a platform has banned your account or permanently closed it, ResolveMyAI cannot help you get it reinstated. That isn't a service we offer, and our tools will not draft reinstatement requests or ban appeals. ResolveMyAI is for billing and service problems: money you paid for something you didn't receive. This guide is general self-help information, not legal advice. ResolveMyAI is independent and not affiliated with Character.AI.