Refund Policy

Convia ("we," "our," or "us") strives to provide excellent service and customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be issued for our subscription services.

By purchasing a subscription to our Service, you agree to this Refund Policy. Please read it carefully before making a purchase.

2.1 Monthly Subscriptions

For monthly subscription plans:

• Within 7 Days: Full refund available if you cancel within 7 days of your initial subscription purchase
• After 7 Days: No refunds are provided for monthly subscriptions after the 7-day period
• Partial Refunds: We do not provide partial refunds for unused portions of monthly subscriptions
• Cancellation: You may cancel your subscription at any time, and it will remain active until the end of your current billing period

2.2 Annual Subscriptions

For annual subscription plans:

• Within 30 Days: Full refund available if you cancel within 30 days of your initial subscription purchase
• After 30 Days: Pro-rated refunds may be available based on the remaining unused portion of your subscription, calculated on a monthly basis
• Refund Calculation: Annual refunds are calculated as: (Remaining months / 12) × Annual subscription price
• Processing Time: Refunds for annual subscriptions may take 5-10 business days to process

To be eligible for a refund, you must meet the following criteria:

• Request the refund within the applicable time period (7 days for monthly, 30 days for annual)
• Have not violated our Terms of Service
• Have not used the Service in a manner that violates our Acceptable Use Policy
• Provide a valid reason for the refund request
• Have not previously received a refund for the same subscription

The following are not eligible for refunds:

• Free tier subscriptions (no payment made)
• Usage-based charges (e.g., overage fees for messages beyond plan limits)
• Add-on services or features purchased separately
• Subscriptions cancelled after the refund period has expired
• Subscriptions terminated due to violation of Terms of Service
• Third-party fees (e.g., payment processing fees, bank fees)

To request a refund, please follow these steps:

1. Log in to your Convia account
2. Navigate to your account settings or billing section
3. Click on "Request Refund" or contact our support team
4. Provide the following information:
   • Your account email address
   • Subscription plan details
   • Date of purchase
   • Reason for refund request
5. Submit your refund request

Alternatively, you can contact our support team directly at help@conviaagent.com with the subject line "Refund Request."

Review Process: All refund requests are reviewed within 2-3 business days. We may contact you for additional information if needed.

Approval: If your refund is approved:

• You will receive a confirmation email
• Your subscription will be cancelled immediately
• Your account access will be downgraded to the Free tier
• The refund will be processed to your original payment method

Processing Time:

• Credit card refunds: 5-10 business days
• PayPal refunds: 3-5 business days
• Bank transfers: 10-15 business days

Denial: If your refund request is denied, we will provide an explanation via email. You may appeal the decision by contacting our support team.

If you initiate a chargeback or dispute with your payment provider:

• Your account will be immediately suspended pending resolution
• We will provide documentation to your payment provider
• If the chargeback is found in your favor, a refund will be processed
• If the chargeback is found in our favor, your account may be permanently terminated
• We encourage you to contact us directly before initiating a chargeback

We reserve the right to dispute chargebacks that we believe are fraudulent or made in bad faith.

8.1 Service Interruptions

If our Service experiences prolonged outages or significant issues that prevent you from using the Service:

• We may offer service credits or extensions at our discretion
• Refunds may be considered on a case-by-case basis
• We will notify affected users via email or through the Service

8.2 Billing Errors

If you are charged incorrectly:

• Contact us immediately at help@conviaagent.com
• We will investigate and correct any errors
• Full refunds will be provided for billing errors

8.3 Duplicate Charges

If you are charged multiple times for the same subscription:

• Contact us immediately
• We will refund all duplicate charges
• Processing typically occurs within 2-3 business days

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Cards: Refunded to the original card
• PayPal: Refunded to your PayPal account
• Bank Transfer: Refunded to the originating bank account
• Other Methods: Refunded through the same payment method when possible

If the original payment method is no longer available, we may issue the refund via alternative methods at our discretion.

Important Distinction:

• Cancellation: Stops future billing but does not provide a refund for the current billing period
• Refund: Returns payment for a subscription period
• You can cancel your subscription at any time without requesting a refund
• Cancellation does not automatically entitle you to a refund

When you cancel, your subscription remains active until the end of your current billing period. You will continue to have access to all paid features until that time.

We reserve the right to modify this Refund Policy at any time. Material changes will be notified via email or through the Service. Changes will apply to new purchases made after the effective date of the updated policy. Existing subscriptions will be governed by the policy in effect at the time of purchase.

For refund requests, questions, or concerns about this Refund Policy, please contact us:

Email: help@conviaagent.com
Billing Email: help@conviaagent.com
Website: conviaagent.com
Response Time: We aim to respond to all refund requests within 2-3 business days

This Refund Policy does not affect your statutory rights as a consumer. If you are located in a jurisdiction that provides mandatory refund rights (such as the European Union's 14-day cooling-off period for online purchases), those rights take precedence over this policy. We will comply with all applicable consumer protection laws.