1. Paddle is our Merchant of Record
Our order process is conducted by our online reseller Paddle.com Market Ltd ("Paddle"). Paddle handles checkout, payment, tax, invoices and refunds. When you buy a Chooza subscription or add-on, your purchase is with Paddle, and Paddle's Buyer Terms apply alongside this policy.
2. Free trial
The free trial (14 days or 100 conversations, whichever comes first) needs no card, so there is nothing to charge, cancel or refund.
3. Cancelling
- You can cancel anytime from Settings → Plan in your dashboard, or through the billing link in your Paddle receipt.
- Your plan stays active until the end of the period you have paid for. There is no cancellation fee.
- After that, the assistant shows only your contact options to shoppers. Your products, knowledge base and settings stay saved in case you subscribe again, until you delete your store.
4. Upgrades, downgrades and add-ons
- Upgrades take effect immediately. Paddle charges the pro-rata difference for the rest of the current period.
- Downgrades take effect at your next renewal date. You keep your current plan until then. We don't refund or credit the difference for the current period.
- Extra conversation packs are charged when you buy them and apply to the current billing period only. Packs aren't refundable, except where the law requires.
5. Refunds
Chooza is sold to businesses. Consumer cooling-off rights generally don't apply, but Paddle's Buyer Terms may give you additional rights, and nothing here limits rights you have by law.
We give a full refund in these cases:
- First-purchase guarantee: if you're not happy, ask within 14 days of your first paid subscription payment.
- Billing mistakes: duplicate charges, or charges after you cancelled.
Apart from these cases, subscription payments for periods already started aren't refundable.
6. How to ask for a refund
- Email hello@chooza.io with your store's website address and the email or order number on your Paddle receipt. If approved, we ask Paddle to issue the refund.
- Or contact Paddle directly through the link in your receipt or at paddle.net.
Refunds go back to the original payment method; how long they take to arrive depends on your bank.
7. Contact
Billing questions: hello@chooza.io