Refund and Cancellation Policy

1. Merchant of Record

Paid subscriptions are sold and processed by Paddle.com Market Limited, our authorized reseller and Merchant of Record. Paddle is responsible for processing payments, issuing invoices, collecting any applicable sales tax or VAT, and carrying out refunds on our instruction. Paddle appears as the seller on your card statement.

2. What You Are Billed

Your charge is made up of the plan price plus any tax for your location.

• Plans: Starter and Growth are paid plans; DEMO is free. Each paid plan has a monthly and an annual price, shown on the Pricing page and at checkout.
• Interval: you are billed in advance for the whole interval you choose, monthly or annual.
• Currency: prices are in US dollars; your card issuer sets any conversion rate and fee.
• Tax: any sales tax or VAT for your location is calculated and added by Paddle and shown before you confirm.
• Invoices: Paddle issues an invoice or receipt for every charge; you can find them anytime through the Billing section of your dashboard, which opens Paddle's customer portal.

3. The Free DEMO Plan

The DEMO plan costs nothing, so there is nothing to cancel or refund. You can stop using it and remove the embed script from your site at any time. Deleting your account removes its data as described in the Privacy Policy.

4. Automatic Renewal and Reminders

Paid subscriptions renew automatically at the end of each period at the then-current price, so your chatbot keeps running without a gap. For annual plans, Paddle sends a renewal reminder by email before the renewal date. For monthly plans, the charge recurs on the same day each month. You can stop renewal at any time by cancelling.

5. How to Cancel

Open the Billing section of your ConvoScore dashboard and choose to cancel; this opens Paddle's secure customer portal, where the cancellation is confirmed. What happens next:

• Your plan stays active until the end of the current paid period, and you keep all paid features until then.
• It does not renew after that, and the site moves to the DEMO plan automatically.
• A cancelled monthly plan is not refunded for the unused part of the current month, except under the 14-day guarantee below.
• Cancelling does not delete your data; to remove data, delete the site or your account.

6. 14-Day Money-Back Guarantee

If you are not happy with a paid plan, you can ask for a full refund within 14 days of your first payment for that plan and we will grant it, no reason needed.

• It applies once per account, to the first paid subscription only, not to later upgrades or renewals.
• The 14 days run from the date of the first charge.
• It can be withheld only where the account shows clear abuse in that period, for example usage far beyond the plan's limits, or a breach of the Acceptable Use section of the Terms.
• On approval, the subscription is cancelled and the full amount, including tax, is refunded.

7. Refunds After the 14-Day Window

Once the 14-day window has passed:

• Monthly plans: the current month is not refunded when you cancel; you simply keep access until the end of it. We may still make an exception for a clear billing error.
• Annual plans, with a fault: if you cancel because of a genuine, unresolved problem with the Service, we will consider a pro-rata refund of the remaining whole months, decided case by case.
• Annual plans, no fault: not normally refunded mid-term, but you can cancel to stop the next renewal.

8. Renewal Charges

A renewal payment is generally non-refundable once the new period has started, because the plan is available to you for that period. If a renewal was clearly unintended, for example you meant to cancel and can show it, contact us within 7 days of the charge; we will review it and usually refund it if the plan was not used in the new period.

9. Upgrades, Downgrades, and Plan Changes

You can change plan at any time from the Billing section or by contacting us.

• Upgrading (Starter to Growth, or monthly to annual): takes effect immediately; Paddle charges the prorated difference for the rest of the current period.
• Downgrading (Growth to Starter, or annual to monthly): takes effect at your next renewal, and the difference for the current period is not refunded.
• Your data and settings are kept across a plan change; only usage limits and features change.

10. Price Changes

If we change a plan's price, the new price applies only from your next renewal, never mid-period, and we give at least 30 days' notice by email. If you do not want the new price, you can cancel before it takes effect and keep the old price until the end of your current period.

11. Failed Payments

If a renewal payment fails, Paddle automatically retries it over a short grace period (typically up to about two weeks) and emails you to update your card. During this time your plan keeps working. If payment still cannot be taken, the subscription ends and the site moves to the DEMO plan. No data is deleted, and you can resubscribe at any time.

12. Refunds for Downtime or Service Faults

ConvoScore does not offer automatic service credits or an SLA-backed refund for downtime (see Service Availability in the Terms). However, if the Service was unavailable or materially broken for a sustained period through our fault, tell us: for a monthly plan we will normally credit or refund a fair share of that month, and for an annual plan a sustained unresolved fault is one of the grounds for the pro-rata refund described above.

13. How to Request a Refund

Send a request through our Contact page or by email from the address on your account. Include the Paddle invoice or transaction ID from your receipt and, briefly, the reason. We aim to reply within 3 business days and to approve or explain a decision within 10 business days.

14. How Refunds Are Paid

Approved refunds are issued by Paddle to your original payment method. The money usually appears within 5 to 10 business days, depending on your bank. Refunds include any tax that was charged. Currency-conversion differences set by your bank are outside our control.

15. Chargebacks

Please contact us before disputing a charge with your bank; almost every case is faster to resolve directly. A chargeback opened without contacting us first may lead to your account being suspended while Paddle investigates, and to that account no longer being eligible for the 14-day guarantee.

16. Contact

Billing and refund questions can be sent through our Contact page or to the email address shown there. For anything Paddle handled directly, your Paddle receipt also includes a link to Paddle's own support.