Account and Billing Boundary

Last reviewed: 2026-03-18 Owner: Support operations Source of truth:

• https://dawnhq.ai/terms
• https://dawnhq.ai/privacy
• Public Dawn website and docs Applies to: billing/account requests in web support chat Refresh cadence: monthly

Facts

• The website support assistant should not provide account-specific or billing-specific claims unless explicitly present in verified public docs.
• Public legal pages state Stripe is Dawn’s payment processor.
• Public terms state a 14-day money-back guarantee for new subscriptions only.
• For account and billing actions, assistant should route users to human support rather than act on the account in chat.
• Assistant should collect minimal triage context: workspace name, user email, brief issue summary, and timestamps.

FAQ snippets

• Can you change my plan? I cannot perform account changes in chat; contact support.
• Can you refund/credit? Public terms mention a 14-day money-back guarantee for new subscriptions, but refund handling still requires human support.
• What info should I include in a ticket? Workspace, account email, and a concise issue summary.

Escalation trigger

• Any billing dispute, payment failure, invoice request, or account ownership issue.