Refund Policy

1. Overview

Conversa is a product of Margentic, CVR 45796086, Skovvejen 6, 3450 Allerød, Denmark. We want you to be confident that Conversa is right for your team before you commit. This Refund Policy explains when you can request a refund for a Conversa subscription and how the refund process works. It applies to all paid plans (Starter, Growth, Scale, and Enterprise) purchased through our checkout.

This policy is part of our Terms of Service. Capitalised terms have the same meaning as in those Terms.

2. 14-day free trial

Every new account begins on a 14-day free trial of the Free plan. No payment is taken during the trial, so there is nothing to refund. You can use the trial to evaluate Conversa risk-free — if it is not the right fit, simply do not upgrade and your account will continue on the limited Free tier.

3. 14-day money-back guarantee

The 14-day money-back guarantee applies once per account and only to the very first paid charge — it does not apply to subsequent monthly or annual renewals or to upgrades on an existing paying account.

4. Subscription renewals

Subscriptions automatically renew at the end of each billing period. To avoid being charged for the next period, you can cancel at any time from your account billing portal. Cancellation takes effect at the end of your current paid period, and you keep full access until then.

Monthly plans. Charges for completed monthly periods are non-refundable. If you cancel mid-month, you will not be charged again, but the current month is not pro-rated.

Annual plans. If you accidentally renew an annual plan and contact us at [email protected] within 14 days of the renewal charge, we will refund the renewal in full provided the account had less than 5% of the new plan’s monthly query allowance consumed since renewal. Otherwise, annual renewals are non-refundable.

5. Plan changes mid-cycle

• Upgrades take effect immediately. Any unused portion of your current plan is credited pro-rata toward the higher plan, so you only pay the difference.
• Downgrades take effect at the end of your current paid period. We do not issue partial refunds for downgrades within an already-paid cycle.

6. Refunds we generally do not provide

To keep pricing fair for everyone, we generally cannot offer refunds for:

• Periods that have already elapsed under an active subscription.
• Unused query allowance, unused team member seats, or unused workspaces in a paid period.
• Issues caused by problems with a third-party platform you have connected (e.g. Klaviyo, HubSpot, Salesforce, Microsoft Dynamics 365), an outage of Slack or Microsoft Teams, or your own infrastructure.
• Dissatisfaction with AI-generated responses where the Service is otherwise functioning as described. AI outputs are inherently probabilistic; please verify important answers against your source data.
• Accounts terminated for breach of our Terms of Service (for example, abuse or non-payment).

7. Service issues caused by Conversa

If the Service has been substantially unavailable or materially defective due to a fault on our side, please contact support at [email protected]. We may, at our discretion, issue service credits or pro-rata refunds as a goodwill gesture.

8. Statutory rights (EU consumers)

Conversa is sold primarily to businesses. If you are a consumer resident in the EU/EEA, you may have a statutory 14-day right of withdrawal under the Consumer Rights Directive. By starting to use the paid Service immediately after purchase, you expressly request that the Service begin during the withdrawal period and acknowledge that, where the Service has been fully performed, your right of withdrawal ends. Where you have used only part of the Service, you may still be entitled to a partial refund proportionate to the unused portion. Nothing in this policy limits any non-waivable statutory rights you have under your local consumer protection law.

9. How refunds are processed

Online payments for Conversa are processed by Paddle.com Market Limited (“Paddle”), which acts as the merchant of record. Approved refunds are issued back to the original payment method through Paddle.

• Most refunds are processed within 5–10 business days after approval.
• The exact time it takes to appear on your statement depends on your bank or card issuer.
• Refunds are issued in the original currency in which you were charged.
• Any sales tax or VAT charged at checkout is refunded together with the principal amount.

10. Chargebacks

Please contact us before filing a chargeback or dispute with your card issuer. Most billing questions can be resolved quickly by email. Accounts with an unresolved chargeback may be suspended until the dispute is settled.

11. How to request a refund

Send an email to [email protected] from the email address on your Conversa account and include:

• The Paddle order or invoice number (you can find it in the receipt email from Paddle).
• The Conversa account email address.
• A short description of why you are requesting a refund.

We aim to respond to refund requests within 2 business days.

12. Contact