Refund Policy

1. Merchant of Record

Payments for ConvoWize subscriptions are processed by Paddle.com Market Limited("Paddle") acting as our Merchant of Record. This means Paddle is the legal seller of record for your purchase and handles billing, tax collection, and refund processing on ConvoWize's behalf.

When you request a refund through ConvoWize, we coordinate with Paddle to process it back to your original payment method. You may also contact Paddle directly through their customer help portal at paddle.net.

2. 14-Day Refund Window

We offer a 14-day money-back guarantee on your initial subscription purchase. If you are not satisfied with ConvoWize for any reason, you may request a full refund within 14 days of your first paid charge — no questions asked.

This 14-day window applies only to your initial purchase. Subsequent renewal charges (after the first billing period completes) are not automatically eligible for refunds, but may be reviewed on a case-by-case basis (see Section 5).

3. Subscription Cancellation vs. Refund

Cancellation and refund are two separate actions:

• Cancellation stops your subscription from renewing at the end of the current billing period. You retain access to paid features until that period ends. Cancellation does not, by itself, trigger a refund of the current period.
• Refund returns money already charged to your original payment method. Refunds outside the 14-day window are reviewed individually.

You can cancel your subscription at any time from Account > Billing inside the Platform.

4. What Is Not Refundable

The following are generally not eligible for refund:

• Renewal charges after the initial 14-day window, except as described in Section 5
• Subscription fees for periods you have already used the Platform extensively (50+ practice sessions in the period)
• Charges resulting from a failure to cancel before the next billing date
• Accounts terminated by us due to violations of our Terms of Service

5. Case-by-Case Refunds

We may issue refunds outside the standard 14-day window at our discretion in cases such as:

• Verified technical issues that prevented you from using the Platform
• Accidental double-charges or duplicate subscriptions
• Unauthorized charges on a payment method you control
• Renewal charges where the account was inactive for the entire billing period

Contact us within 30 days of the charge to request a case-by-case review.

6. How to Request a Refund

To request a refund, contact us using one of the following methods:

• Email info@convowize.com with the subject line "Refund Request" and include:
  • The email address associated with your ConvoWize account
  • The date and amount of the charge
  • The reason for the refund request (helps us improve)
• Contact Paddle directly at paddle.net using the order receipt they sent to your email

We aim to acknowledge refund requests within 2 business days.

7. Processing Time

Once a refund is approved, Paddle processes the return to your original payment method. Typical processing time is 5-10 business days, depending on your bank or card issuer. International transactions or non-credit-card payment methods may take longer.

You will receive an email confirmation from Paddle when the refund has been issued.

8. Disputes and Chargebacks

If you are unhappy with a charge, please contact us at info@convowize.com before initiating a chargeback with your bank. We are committed to resolving issues directly and most refund requests can be processed within a few business days.

Filing a chargeback without first contacting us may result in the suspension of your account while the dispute is being investigated by Paddle and your bank.

9. EU and UK Consumer Rights

If you reside in the European Economic Area (EEA) or the United Kingdom, you have a statutory right to withdraw from your subscription within 14 days of purchase under EU Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013.

By starting practice sessions during this 14-day period, you acknowledge that you are consuming a digital service. However, our 14-day refund window described in Section 2 honors this right regardless of usage.

10. Free Trial Sessions

ConvoWize offers three free practice sessions before any payment is required. These free sessions are not a paid product and therefore are not subject to refund. The free-session counter is described on our Pricing page.

11. Changes to This Policy

We may update this Refund Policy from time to time. Any changes will be reflected by an updated "Last Updated" date at the top of this page. Material changes will be communicated to active subscribers via email. The policy in effect at the time of your purchase governs that transaction.

12. Contact Us

If you have questions about this Refund Policy or a specific charge, please contact us:

info@convowize.com
www.convowize.com