Refund & Cancellation Policy
Overview
Convobix is billed as a monthly subscription. This policy explains when a refund is available, how to cancel, and how long refunds take to reach you. It applies to all paid plans purchased directly from Convobix.
Customers in Pakistan are billed in Pakistani Rupees (PKR); customers elsewhere are billed in US Dollars (USD). Refunds are issued in the same currency you were charged in, to the original payment method.
Service Delivery
Convobix is a software-as-a-service product delivered entirely online. There are no physical goods, and nothing is shipped — so no delivery charges, customs duties or return shipping apply.
Access is provisioned automatically as soon as your payment is confirmed, normally within a few minutes. Your account credentials and a payment receipt are emailed to the address used at signup. If your account has not been activated within 24 hours of a successful payment, contact support@convobix.com and we will either activate it or refund the charge in full.
The Service is available continuously once activated, subject to scheduled maintenance and the availability commitments in our Terms of Use.
Free Trial
Every new account includes a 14-day free trial with full access to paid features. No payment details are required to start the trial, and no charge is made during it. If you do not subscribe before the trial ends, your account moves to the Free plan automatically — you are never charged for a trial you did not convert.
Refund Eligibility
We offer a 14-day money-back guarantee on your first paid subscription payment. If Convobix is not right for you, contact us within 14 days of that first charge and we will refund it in full, no questions asked.
Beyond that window, refunds are considered case by case and are generally granted where:
- You were charged after cancelling your subscription;
- You were charged more than once for the same billing period;
- A sustained technical fault on our side prevented you from using the Service and our support team could not resolve it.
Renewal charges after the first payment are not usually refunded, because you keep access for the period you paid for. We send a reminder before your trial ends so a renewal is never a surprise.
Cancelling Your Subscription
You can cancel at any time from Billing in your Convobix dashboard. There is no cancellation fee and no minimum contract term.
When you cancel, your subscription stays active until the end of the billing period you have already paid for — we do not cut your service off mid-month. After that date your account moves to the Free plan and you are not charged again. Your data remains available on the Free plan.
How to Request a Refund
Email support@convobix.com from the address on your account, telling us the reason for the request and the approximate date of the charge. You may also contact Paddle directly at paddle.net using the order reference from your receipt.
We aim to reply to every refund request within one business day.
Processing Times
Approved refunds are issued to the original payment method. Once processed, funds typically appear within 5–10 business days, depending on your bank or card issuer. Paddle emails you a confirmation when the refund is sent.
Non-Refundable Items
- Overage charges for AI resolutions already consumed above your plan limit;
- Custom development, onboarding or migration work delivered on request;
- Accounts terminated for a breach of our Terms of Use.
Contact Us
Questions about billing, cancellation or this policy: support@convobix.com. We are happy to help before you cancel — most issues have a quick fix.
Thread Sourcing (trading as Convobix)
House No. N-85, Farhat Bunglows, Labour Square, Korangi No. 3, Karachi, Sindh, Pakistan
Phone: +92 312 7279764
Email: info@convobix.com · support@convobix.com