Gorgias

Refund Rules

Gorgias follows a standard SaaS refund policy with no refunds for mid-cycle cancellations or unused portions of monthly/annual plans. However, they may offer prorated refunds for billing errors or service failures on a case-by-case basis. Customers can downgrade plans at renewal without penalty. Since pricing is ticket-based rather than seat-based, there are no 'unused seat' refunds, but customers can reduce their ticket allowance at the next billing cycle.

Credit Policies

Gorgias provides service credits for significant downtime or service disruptions that impact core functionality, typically calculated as a prorated credit for the affected period. They may also offer credits for billing errors, overages caused by system bugs, or when auto-scaling fails to handle traffic properly. Credits are usually applied to the next billing cycle rather than cash refunds. No specific SLA credit terms are publicly documented, suggesting credits are handled on a case-by-case basis.

Contractual Terms

Standard monthly/annual billing cycles with auto-renewal enabled by default. Cancellation requires 30 days written notice before renewal date to avoid automatic billing for the next term. Price increases are typically communicated 30-60 days in advance with the option to cancel before increases take effect. Contract includes standard limitation of liability clauses and binding arbitration for disputes. Enterprise contracts may have custom terms for multi-year commitments and volume discounts.

Integration Complexity

Technical Notes

Well-documented REST API with OAuth2 support. Auth requires subdomain-specific endpoints (https://{subdomain}.gorgias.com/api/). Rate limiting not explicitly documented but follows standard practices. API keys inherit user permissions, OAuth2 provides granular scopes. Key limitation: billing/plan data not exposed via API - only account metadata available. Requires app registration through partner portal for OAuth2. 24-hour access token expiry with non-expiring refresh tokens. Statistics API has 365-day max date range and 10k record limit.