Refund Policy

If local consumer protection laws or Paddle provide you with additional or non-waivable rights, the highest level of rights will always apply. Nothing in this policy limits your mandatory consumer rights under applicable law, including statutory rights that may apply to consumers in the European Union, European Economic Area, Switzerland, or United Kingdom.

Providara sells an AI concierge for ecommerce websites. Current purchases on providara.com may include:

• Custom Web (primary product): a one-time setup package for a universal ecommerce website embed. Optional separately quoted customizations (for example custom RAG, advanced branding, or extra vertical work) may be added. An optional Care Plan may be offered as a recurring add-on.
• Shopify (deployment option): a Premium Managed setup package (private-app style installation). Optional monthly maintenance may be offered if selected at purchase.
• WooCommerce (deployment option): recurring Starter and Pro subscription plans.

Fees are charged through Paddle.com. Former DIY Basic / Standard / Premium install-link packages are no longer offered.

After delivery or plan activation, a 7-day trial with active storefront or widget chat may apply, as described in our Terms of Service. During that trial you may complete setup payment or, for WooCommerce, cancel before paid billing begins according to the plan terms shown at checkout.

No refunds on the Custom Web setup fee are available once both of the following have occurred:

• The Custom Web concierge has been successfully delivered or activated for the merchant's site (for example, the widget is live or setup is marked delivered), and
• The 7-day trial period has begun.

From that point, the Custom Web setup fee is final except where applicable law requires otherwise or an exception in Section 5 applies.

Removing the embed snippet, disabling the widget, or otherwise taking the concierge offline after trial start does not create a right to a refund of the setup fee.

No refunds on the Shopify setup fee are available once both of the following have occurred:

• The Providara AI system has been successfully installed or activated on your Shopify store (including app installation and activation of the storefront concierge), and
• Your 7-day trial period has begun.

From that point, the Shopify setup fee is final except where applicable law requires otherwise or an exception in Section 5 applies.

Uninstalling the Shopify app after installation and trial start does not entitle you to a refund of the setup fee.

This section applies to Custom Web and Shopify setup fees. If you have paid for a setup package but delivery or installation has not yet completed or your 7-day trial has not yet begun, we may approve a refund or credit in limited circumstances, including:

• Duplicate or erroneous charges
• A technical failure on Providara's side that prevents delivery or installation of the AI concierge despite reasonable support efforts
• Other billing errors verified through Paddle transaction records

To request review of an exception, contact us at support@providara.com or through our contact page. Include your checkout email, store or site domain, and a description of the issue. If eligible, approved refunds are typically processed to your original payment method within 14 days of approval.

Separately quoted custom work—such as custom retrieval-augmented generation (RAG) configuration, advanced branding, extra integration labor, or similar hands-on work—may be offered for Custom Web, Shopify, or WooCommerce, as described in our Service Agreement.

For such custom work, fees are non-refundable once custom work has started, even if the 7-day trial has not yet begun, because labor and configuration effort cannot be reversed. This is in addition to the general rules in Sections 3 and 4 once delivery or installation and trial have started.

WooCommerce Starter and Pro plans are recurring subscriptions billed through Paddle.com after any applicable trial. Cancel-anytime language on our service page means you can stop future renewals; it does not, by itself, create a refund of fees already incurred.

• Fees for a billing period that has already started are generally non-refundable, except where applicable law requires otherwise or we approve an exception under Section 5 principles (for example, a verified duplicate or erroneous charge).
• Cancellation stops future renewal. It does not automatically refund the current billing period unless required by law or an approved exception.
• If a free trial applies to your plan, paid billing begins after the trial unless you cancel in accordance with the plan terms shown at checkout and in our Terms of Service.

Optional recurring add-ons, if purchased—such as Custom Web Care Plan or Shopify Monthly Maintenance—follow the same rule: fees for a period already started are generally non-refundable; cancellation stops future charges only.

If you are a consumer in the European Union, European Economic Area, Switzerland, or United Kingdom, you may have a statutory right to withdraw from certain distance contracts within 14 days of purchase.

For digital setup and installation services, this withdrawal right may not apply if you requested immediate performance and expressly acknowledged that you lose your right of withdrawal once service delivery begins. That includes Custom Web delivery or activation, Shopify installation or activation, the start of a trial period with access to the configured AI concierge, and subscription access where relevant.

Nothing in this section limits mandatory consumer protections that apply in your jurisdiction. Where local law grants you stronger rights, those rights prevail.

For billing questions, delivery or installation issues, or refund eligibility review, contact us before initiating a chargeback with your bank or card issuer:

• Email: support@providara.com
• Web: providara.com/contact

For payment receipt or transaction inquiries related to your Paddle checkout, you may also contact Paddle at help@paddle.com using the details in your order confirmation email.

Chargebacks may result in temporary suspension of access while the dispute is reviewed. We encourage you to contact us first so we can resolve eligible issues promptly.

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• Service Agreement