Refund Policy

Ask us within 14 days of your first payment and we'll refund it in full. You don't need to give a reason in that window.

Between day 15 and day 30 we refund where the product had a defect or a problem we couldn't resolve for you. That's the standard behind our payment provider's money-back guarantee, and it's the one we apply — tell us what went wrong and we'll look at it.

A refunded plan ends access immediately. You don't keep the rest of the billing period you were part-way through.

More than 30 days after a charge, a refund isn't possible at all — our payment provider can't reverse a payment beyond that window. What's left is cancelling, which you can do at any time from your profile: that stops the next renewal, doesn't refund the period you're in, and isn't pro-rated. Your access runs to the end of the period you've already paid for.

Renewals follow the same split, measured from the renewal charge: 14 days with no conditions, day 15 to day 30 on the defect basis, nothing after that. If a renewal caught you by surprise, tell us as soon as you notice it rather than after the window closes.

A bundle is refundable in full while the tokens it granted are still unused, in the same windows as a plan: no reason needed in the first 14 days, and on the defect basis from day 15 to day 30.

Tokens you've already spent are never refundable. Our payment provider's checkout says the same — consumed credits are non-refundable — and we apply its usage-based refund limit to token purchases.

When a purchase is refunded, the tokens it granted are removed from your balance. The balance stops at zero — we don't put an account into debt.

As with plans, nothing can be refunded more than 30 days after the charge, and a bundle is refunded whole or not at all.

We won't refund an account terminated for a serious breach of our Terms of Service — for example harassment or content involving a minor. We also can't refund on the grounds that a particular conversation went badly, since we don't control who you're matched with.

We may decline repeated refund requests from the same account where the pattern suggests the service is being used and then reclaimed.

If you're a consumer in the EU or UK, you have a statutory 14-day right to withdraw from a purchase, and nothing in this policy limits it. Our unconditional 14-day window covers that right in full: the same length, no reason required, the full amount back.

Day 15 to day 30 is Covo's own goodwill on top of the law, which is why it carries a condition — a defect or a problem we couldn't fix. The limit that does apply inside every window is usage: tokens you've spent are consumed and aren't refundable, and a refunded purchase has the tokens it granted removed from your balance, clamped at zero.

Our payment provider is the merchant of record for Covo, so refunds are issued by our payment provider to your original payment method — usually within 5–10 business days once approved. Request one from our payment provider's buyer support, or contact us at support@covo.chat with the email address on your account and roughly when you bought. Where a mandatory consumer-law right is longer or stronger than this page, that right wins.

If something about a purchase or this policy isn't right, write to us at support@covo.chat with the email on your account and what went wrong. We aim to acknowledge a complaint within two working days and to give a decision within 14 days.

Our payment provider is the merchant of record for Covo, so billing disputes — a charge you don't recognise, a refund that hasn't landed — can also go straight to our payment provider's buyer support. If you're still not satisfied after we've replied, you can take the complaint to your local consumer-protection body or alternative-dispute-resolution (ADR) scheme.