This page explains, in plain English, how the 30-day money-back guarantee we advertise on the Owlish homepage and pricing page works. The canonical legal text is section 4 of our Terms of Service — if anything on this page conflicts with the Terms, the Terms control.
1. Who is eligible
- Any new paying customer of Chevvi Pty Ltd ("Chevvi", "we") on the Starter, Growth, or Scale tiers (monthly or annual). Agency tier and custom/written orders are governed by the terms of those specific orders.
- The account must be in good standing — no chargebacks, no acceptable-use breach, no fraudulent activity. We reserve the right to decline refund requests tied to evident abuse (e.g., mass content scraping immediately followed by a refund request).
2. The 30-day window
- The 30-day clock starts on the date of your first paid invoice, not the day you sign up and not the start of the free trial.
- If you sign up, run the 14-day free trial, and then convert to a paid plan, the trial period is excluded from the 30 days. You effectively get up to 44 days of risk-free evaluation: 14 days of trial plus 30 days of money-back guarantee on your first paid invoice.
- You can request the refund any time before the 30 days expire by emailing billing@chevvi.com from the email address on the account. Refund requests received after 30 days fall outside this guarantee (but see section 9 below on Australian Consumer Law).
3. What gets refunded
- Your first paid invoice, in full, to the original payment method.
- Any add-ons and overage charges that appeared on that same first invoice (e.g., extra knowledge-base storage, conversation overage). These are refunded together with the base subscription fee — you don't have to itemise them.
- Taxes (GST, VAT, sales tax) collected on the first invoice are refunded with the invoice. Stripe issues the tax portion back to you as part of the refund.
4. What is not refunded
- Invoices issued after the first paid invoice. Once you renew (monthly or annually), that renewal is outside the 30-day window. After 30 days, fees are non-refundable except where applicable consumer law requires otherwise.
- Invoices for previous billing periods you already paid. If you've been a paying customer for 90 days and only ask for a refund now, you're outside the guarantee.
- Pro-rated unused time after voluntary cancellation outside the 30-day window. Annual plans remain active until the end of the paid period; we don't pro-rate unused months unless required by law.
- Third-party costs you incurred while using Owlish (e.g., the cost of your own Stripe processing, your own infrastructure, paid ads sending traffic to your widget). The guarantee covers Owlish fees, not your downstream spend.
5. How to request a refund
- From the email address on your Owlish account, email billing@chevvi.com with the subject line "Owlish refund request". Mention the workspace name and, if possible, the invoice number — but neither is strictly required.
- Optionally, cancel your subscription from Settings → Billing in the console first. Cancellation stops future billing; it doesn't issue the refund by itself. You still need to email us to trigger the refund of the first invoice.
- We'll reply within one business day to confirm the refund. We don't ask for a reason — but if something specific went wrong, telling us helps us fix it.
6. Processing time
- We issue the refund through Stripe to the original payment method. Stripe typically returns the funds within 5–10 business days, depending on your bank or card issuer.
- You'll get an email from Stripe when the refund is initiated, separate from our confirmation email.
- If 10 business days have passed and the funds haven't appeared, reply to our confirmation email and we'll chase Stripe with you.
7. Cancellation is not the same as a refund
- Cancelling stops your subscription renewing. You keep access until the end of the paid period; no money moves.
- Requesting a refund returns the money you've already paid for the first invoice and ends access immediately on issue.
- If you want both — stop billing and get money back — request the refund. We treat that as a combined cancel-and-refund and you don't need to do anything in Settings → Billing.
8. After a refund
- Your workspace, agents, and ingested knowledge are scheduled for deletion in accordance with our Privacy Policy retention rules. If you want to keep a copy of anything (transcripts, knowledge files), export it before the refund is issued.
- You can sign up again later. A second sign-up is not eligible for a second money-back guarantee.
9. Australian Consumer Law and other statutory rights
Nothing in this Refund Policy limits, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded under the Australian Competition and Consumer Act 2010 (Cth) or equivalent consumer-protection law in your jurisdiction. If you have a statutory right to a remedy that goes beyond the 30-day window — for example, because the Services have a major failure that breaches a consumer guarantee — that right is unaffected by this policy. See Terms § 14 (Warranties and disclaimer) for the full statement.
10. Questions
For refund requests, email billing@chevvi.com. For questions about this policy, email privacy@chevvi.com. The canonical legal text governing refunds is Terms § 4.