Refund & Cancellation Policy
Purchases are sold and processed by Paddle, our Merchant of Record. This policy explains how cancellations and refunds work.
1. Free trial
New accounts receive free trial credits after email verification. No payment or card is required to try the Service.
2. Cancelling a subscription
- You can cancel your monthly subscription at any time from the billing portal.
- After cancelling, your plan stays active until the end of the current paid period; it will not renew afterwards.
- We do not charge a cancellation fee.
3. Refunds
- Subscriptions: if you are unhappy, contact us within 14 days of a charge. If the included credits for that period are largely unused, we will refund that charge. Renewals are treated as separate charges.
- One-time top-ups: unused credit packs can be refunded within 14 days of purchase. Once credits have been substantially used, they are non-refundable.
- Consumed credits (minutes already transcribed / AI already used) are non-refundable.
Required statutory refund rights in your jurisdiction (e.g., EU/UK consumer law) always apply in addition to the above.
4. How to request a refund
Email support@konvoz.app from your account email with your order/receipt details. Because Paddle is the Merchant of Record, refunds are issued back to your original payment method via Paddle, typically within 5–10 business days.
5. Bank transfer in Vietnam (VietQR) / Chuyển khoản tại Việt Nam
Customers in Vietnam can pay by bank transfer (VietQR) instead of Paddle. These purchases are prepaid packs (1 month, or credit top-ups) paid directly to the personal bank account of Konvo's developer; they do not renew automatically.
- Refunds are manual: email support@konvoz.app with the transfer code (KV…) shown on the payment page. The same 14-day / largely-unused rule above applies. We refund by bank transfer to the account the payment came from, typically within 5 business days, and deduct the pack's credits.
- Wrong or missing transfer note: if the KV… code was changed or omitted, activation is not automatic. Contact us with the transfer time and amount and we will match it by hand — money is never lost.
- Underpayment: a transfer smaller than the pack price is held (not activated) until you top up the difference or ask for a refund.
- Expiry: a pack expires one month after the payment date. Unused credits are kept and become usable again when you buy a new pack.
Khách tại Việt Nam có thể chuyển khoản qua VietQR. Đây là gói trả trước, không tự gia hạn, chuyển vào tài khoản cá nhân của người phát triển Konvo. Hoàn tiền xử lý thủ công qua email support@konvoz.app kèm mã chuyển khoản (KV…), theo cùng quy tắc 14 ngày ở trên; sai/thiếu nội dung chuyển khoản thì gửi giờ và số tiền để chúng tôi đối chiếu tay — không mất tiền.
6. Failed payments
If a renewal payment fails, we may pause paid features until payment succeeds. Your account and any remaining credits are preserved.
7. Contact
Billing questions: support@konvoz.app