Refund Policy

If you're unhappy with a plan, contact us within 30 days of your first payment and we'll refund it in full. A refunded plan ends immediately — you don't keep access for the rest of the billing period, including during this 30-day window.

After that, you can cancel at any time from your profile. Cancelling stops the next renewal — it doesn't refund the period you're in, and your plan access continues until that period ends. We don't pro-rate part-months.

If a renewal charged you unexpectedly, tell us within 30 days of the charge and we'll refund it as long as you haven't made significant use of that period.

Within 30 days of purchase you can have the full amount back, whether or not you've spent the tokens — see “Your statutory rights” below for why we don't pro-rate that.

After 30 days we'll still refund a bundle you haven't touched, at our discretion. Once tokens have been spent, that's the point at which we stop.

When a purchase is refunded, the tokens it granted are removed from your balance. If you've already spent them, the balance simply stops at zero — we don't put an account into debt.

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. That statutory right and Covo's own 30-day guarantee are different things: the EU/UK 14-day withdrawal stays at 14 days; Covo's guarantee is longer and applies on top.

A trader can only reduce a withdrawal refund in proportion to what was used if the consumer expressly asked for the service to start during the 14 days and acknowledged what that means. Our checkout doesn't ask for that, so we don't make that reduction: within the statutory 14 days — and within Covo's 30-day guarantee — you get the full amount back, whether or not you've used it. The one exception is the balance clawback described above — a refunded purchase has its tokens removed, clamped at zero.

Paddle is the merchant of record for Covo, so refunds are issued by Paddle to your original payment method — usually within 5–10 business days once approved. Request one from Paddle Buyer Support, or contact us at support@covo.chat with the email address on your account and roughly when you bought. Paddle's own Refund Policy applies as well; 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.

Paddle 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 Paddle 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.