ChatURP

    Refund Policy

    Last updated: 2026-08-02

    This page describes our commercial refund process. If you are a Consumer in the EU/EEA, your statutory 14-day right of withdrawal applies in addition and overrides anything here that is less favourable. The full statutory notice is at Right of Withdrawal.

    ChatURP uses Paddle as merchant of record. Paddle handles billing, VAT, invoicing, and the payment side of refunds on our behalf.

    Self-service cancellation

    You can cancel your subscription at any time from Account → Billing → Manage subscription. Your plan's features and your remaining credits stay available until the end of the current billing period; you will not be charged again. When the cancellation takes effect, your account returns to the free tier and any remaining credit balance is set to zero. Your programs and conversations are not deleted.

    Changed your mind before the end date? The Billing tab shows a Resume subscription button for as long as the cancellation is still pending, and clicking it charges nothing. This is the only way to undo a cancellation — the billing portal cannot reverse one.

    Switching to a cheaper plan

    A downgrade (for example Pro to Starter) takes effect at the end of the current billing period, never immediately. Nothing is charged for it, and nothing is refunded for the remainder of the period — you keep the higher plan's features and your full credit balance until the switch date, so there is no unused portion to refund. You can call a scheduled downgrade off at any time before it takes effect.

    Refund eligibility (commercial policy)

    We honour refund requests in good faith, in particular in these situations:

    • Accidental signup, duplicate charge, or charge after cancellation.
    • The Service was materially broken or unavailable during the period.
    • You are a Consumer exercising your statutory 14-day right of withdrawal (see /widerruf). Where the service has already begun at your express request, only a proportionate (pro-rata) amount for what you have actually used may be deducted from the refund.

    We do not refund for unused but not-yet-expired credits during a running billing period if you simply change your mind after using the Service.

    How to request a refund

    Email [email protected] with:

    • The email address on your ChatURP account.
    • The Paddle transaction id (in the receipt email).
    • A short reason for the request.

    We respond within 3 business days. Approved refunds are processed by Paddle and credited to the original payment method within 5–10 business days.

    Failed payments

    If your card cannot be charged, Paddle retries automatically over several days, and we email you when the payment first fails so you can update your card in time. Your plan's features and your credit balance are not touched during the retry window.

    There is one exception. If you had already scheduled a downgrade to a cheaper plan, the renewal that failed was the payment meant to apply it — so the downgrade is applied at that point instead: your tier drops to the cheaper plan and your credit balance is capped at that plan's monthly allowance. It is only ever capped, never topped up.

    If the balance is never settled, we may suspend access until it is.

    Your statutory rights

    Nothing in this Refund Policy limits any rights you have as a Consumer under mandatory EU or German law, including the right of withdrawal, warranty rights (Gewährleistung), or product-liability claims.