> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Payments, taxes, and refunds

> How HoopAI processes payments, accepted payment methods, tax deductibility, and refund policy.

## How HoopAI billing works

HoopAI uses **Stripe** to process all automatic subscription and usage payments. Stripe is a PCI-compliant payment processor used by millions of businesses worldwide. Your card details are stored and handled by Stripe — HoopAI never stores your full card number.

When you subscribe, Stripe automatically charges your card on your billing date each month (or year, if you're on an annual plan). Usage-based charges — calls, SMS, AI, and other wallet deductions — are settled automatically as your wallet balance is consumed and replenished.

***

## Accepted payment methods

| Method                                             | Available for                            |
| -------------------------------------------------- | ---------------------------------------- |
| **Credit card** (Visa, Mastercard, Amex, Discover) | All plans — automatic billing via Stripe |
| **Debit card**                                     | All plans — automatic billing via Stripe |
| **Bank transfer (ACH / wire)**                     | Available on request — contact support   |
| **Manual billing**                                 | Available on request — contact support   |

<Note>
  Automatic billing via Stripe is the default for all accounts. Bank transfers and manual invoicing are available if you prefer not to keep a card on file — contact [billing@hoopai.com](mailto:billing@hoopai.com) to arrange this.
</Note>

***

## Invoices and receipts

Every payment generates an invoice automatically. You can access all invoices from **Settings → Billing → Invoice History**.

Invoices include:

* Line-by-line breakdown of your subscription, add-ons, and usage charges
* Payment date, billing period, and invoice number
* Your billing name and address (used for tax purposes)
* Stripe transaction reference

To download a PDF invoice, go to **Settings → Billing → Invoice History** and click the download icon next to any invoice.

<Tip>
  If you need your company name or address updated on invoices, update your billing details in **Settings → Billing → Billing Address** before your next billing date.
</Tip>

***

## Tax and deductibility

### Is HoopAI a tax-deductible business expense?

In most cases, yes. If you use HoopAI for business purposes, your subscription and usage fees are generally deductible as a **business software or subscription expense** under standard tax rules in the US, Canada, UK, and most other countries.

Common deductible items include:

* Monthly or annual plan subscription
* Usage charges (SMS, calls, email, AI)
* Add-on fees (WhatsApp, LC Phone, LC Email, etc.)
* Onboarding and professional services fees

<Warning>
  HoopAI does not provide tax advice. Tax rules vary by country, entity type, and individual circumstances. Consult a qualified accountant or tax advisor to confirm what applies to your situation.
</Warning>

### What you need for your records

To support a tax deduction, keep:

* **Invoices from Settings → Billing** (PDF downloads)
* **Bank or card statements** showing the charges
* **A brief note** describing the business purpose (e.g., "CRM and marketing automation software")

Stripe-generated receipts and HoopAI invoices both serve as valid documentation for most accounting systems and tax filings.

### Sales tax and VAT

Depending on your location and business registration:

* **US customers**: Sales tax may apply in certain states. If your state requires it, tax will be calculated and shown on your invoice.
* **International customers**: VAT or local equivalents may apply depending on your country and whether you have a valid VAT/GST number registered.
* **Tax-exempt organizations**: If your organization is tax-exempt, contact [billing@hoopai.com](mailto:billing@hoopai.com) with your exemption certificate. Once verified, future invoices will reflect the exemption.

***

## Refund policy

### Subscription fees

HoopAI subscriptions are billed in advance and are **non-refundable** once a billing cycle has started. If you cancel, you retain access through the end of your paid period — no partial refunds are issued for unused time.

See [Cancel or downgrade](/settings/cancel-or-downgrade) for details on what happens when you cancel.

### Usage-based charges

Wallet credits consumed for calls, SMS, WhatsApp, and AI are non-refundable once used.

If you were charged for usage due to a platform error or technical issue on HoopAI's side, contact support and we will investigate and issue a credit if appropriate.

### Exceptions and disputes

If you believe a charge was made in error:

1. Review your invoice in **Settings → Billing → Invoice History**
2. Check your usage breakdown in **Settings → Billing → Usage Dashboard**
3. If you still believe the charge is incorrect, email **[billing@hoopai.com](mailto:billing@hoopai.com)** with:
   * Your account email
   * The invoice number or charge date
   * A brief description of the issue

We aim to respond to all billing inquiries within 1–2 business days.

<Note>
  For disputes processed through your bank or card issuer (chargebacks), please contact us directly first at [billing@hoopai.com](mailto:billing@hoopai.com). We can often resolve issues faster than the chargeback process, which can take 30–90 days to resolve and may result in account suspension during the dispute.
</Note>

***

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Can I get an invoice in my company's name?">
    Yes. Update your billing name and address in **Settings → Billing → Billing Address**. Changes apply to future invoices. To update a past invoice, contact billing support.
  </Accordion>

  <Accordion title="Is my payment information secure?">
    Yes. HoopAI uses Stripe for payment processing. Your card details are stored and encrypted by Stripe — HoopAI never has access to your full card number. Stripe is PCI DSS Level 1 certified, the highest level of payment security certification.
  </Accordion>

  <Accordion title="Can I pay by bank transfer instead of card?">
    Yes. Bank transfer (ACH or wire) is available on request. Email [billing@hoopai.com](mailto:billing@hoopai.com) to switch to manual or bank transfer billing.
  </Accordion>

  <Accordion title="I was charged twice — what do I do?">
    Email [billing@hoopai.com](mailto:billing@hoopai.com) with your account email and the relevant invoice numbers or charge dates. Duplicate charges are rare but we will investigate and issue a full refund if confirmed.
  </Accordion>

  <Accordion title="Do you provide a W-9 or vendor documentation for my accounting team?">
    Yes. Contact [billing@hoopai.com](mailto:billing@hoopai.com) and we will send the appropriate vendor documentation for your records.
  </Accordion>

  <Accordion title="Can I get a receipt for a one-time purchase like onboarding?">
    Yes. All purchases — subscriptions, usage, and one-time services — generate an invoice automatically available in **Settings → Billing → Invoice History**.
  </Accordion>
</AccordionGroup>