---
title: "Support policy"
url: "https://chatty.net/support-policy/"
kind: "page"
description: "Chatty support is available 24/7 on every plan. How to send a request, how we keep you updated, and where to ask about refunds and billing."
---

# Support policy

Tell us which store, what happened, and send a screenshot if you can. We let you know when we have your request, when there is progress, and when it is resolved.

Major incidents that affect many stores: we notify you by email.

Applies to every plan. Version 1.0. Effective: 5 November 2026

Today, 09:12

M

Store: yourstore.myshopify.com

The chat widget stopped showing on product pages.

screenshot.png

Got it. We are on it and will update you here.

Chatty Support

1. Received
2. In progress
3. Resolved

- 24/7: Support every hour of every day, on every plan.
- Chat: Inside the Chatty app. We reply almost instantly.
- Email: [win@chatty.net](mailto:win@chatty.net)

- [How fast we resolve issues](https://chatty.net/md/sla/)

  Resolution times by issue type and plan, in our Service Level Agreement.
- [Refunds and billing questions](https://chatty.net/md/refund-policy/)

  We reply within 2 business days. Read the refund policy.

The one target counted in business days is the 3 to 7 day estimate on the Plus plan for a feature request that stops you using the product (see group 3(a) in the [SLA](https://chatty.net/sla/#commitments)). We may update this policy. When we do, we give 30 days’ notice and state the new version and its effective date.