Cancellation & Refund Policy

1. Nature of the Service

Conviro is a Software-as-a-Service (SaaS) platform. A paid subscription provides access to the Service and the features included in the selected plan for the applicable billing period.

Cancellation, withdrawal, and refund rights may vary depending on whether you act as a consumer or a business, your location, applicable law, and the circumstances of your purchase. Nothing in this Policy excludes or limits rights that cannot lawfully be waived.

2. General Refund Rule

Except where applicable law requires otherwise or an exception in Section 6 applies, subscription payments are non-refundable. This includes:

• Monthly subscription fees.
• Annual subscription fees (including any discounted amount).
• Overage charges incurred during the billing period.
• Partial or unused portions of a billing period after cancellation.

We encourage you to use the Free plan before subscribing. It includes 100 messages per month and one web chat chatbot, with no payment method required. WhatsApp, Instagram, and knowledge sources are available only on eligible paid plans.

3. Cancellation

You may cancel your subscription at any time from the Billing page in your dashboard (Dashboard → Billing → Customer Portal) or by contacting [email protected].

When you cancel:

• Your subscription remains active until the end of the current billing period (month or year). You are not charged again.
• You retain full access to all paid features until the period ends.
• After the period ends, your workspace automatically downgrades to the Free plan.
• Your data (chatbots, knowledge base, contacts, conversations) is preserved. No data is deleted upon downgrade.
• You can re-subscribe at any time to regain access to paid features.

4. Plan Changes

Upgrades

You may upgrade your plan at any time. The upgrade takes effect immediately and billing is prorated for the remainder of the current billing period.

Downgrades

You may downgrade your plan at any time. The downgrade takes effect at the end of the current billing period. You retain access to your current plan's features until the period ends. If your usage exceeds the limits of the new plan after the downgrade, certain features may be restricted.

5. Annual Subscriptions

Annual subscriptions are billed as a single payment for 12 months of service at a discounted rate. Except where applicable law or an individual agreement requires otherwise, an annual payment is not refunded or prorated after cancellation. You retain access until the end of the paid 12-month period.

6. Exceptions

Refunds or account credits may be available where required by applicable law, under an individual agreement, or at our discretion in cases including:

• Mandatory rights: Any refund, withdrawal, or remedy required by non-waivable consumer protection law.
• Billing errors: If you are charged incorrectly (duplicate charge, wrong amount, charge after a completed cancellation), we will refund the erroneous amount within 5 business days.
• Unauthorized charges: If unauthorized charges occur due to a security breach on our platform, we will refund those charges in full.
• Extended service outage: Enterprise customers with a signed SLA may receive service credits as specified in their agreement for verified outages exceeding the SLA commitment.

7. How Refunds Are Processed (When Applicable)

In the exceptional cases described above:

• Refunds are processed through Stripe to the original payment method.
• Processing time: 5-10 business days, depending on your bank or card issuer.
• Refunds are issued in the original currency (EUR).

8. Free Plan

The Free plan does not require a payment method and incurs no charges. It includes 100 messages per month and one web chat chatbot. WhatsApp, Instagram, and knowledge sources require an eligible paid plan. We recommend starting with the Free plan before upgrading.

9. Enterprise Customers

Enterprise customers with custom contracts are subject to the cancellation and refund terms specified in their individual Service Agreement. In the absence of specific terms, this policy applies.

10. Contact

For billing questions or to report a billing error:

• Email: [email protected]
• Response time: Within 2 business days.
• Address: Tornimäe tn 5, 10145 Tallinn, Estonia