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 Shopify Premium Managed as a one-time Standard setup package (with optional monthly maintenance) and WooCommerce Self-Service as recurring Starter and Pro subscriptions. Fees are charged through Paddle.com. Former DIY Basic / Standard / Premium install-link packages are no longer offered.

After delivery or plan activation, you may receive a 7-day trial with active storefront chat while you complete setup payment or while a WooCommerce trial runs, as described in our Terms of Service.

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

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

From that point, your setup fee is final except where applicable law requires otherwise or an exception in Section 4 applies.

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

If you have paid for a setup package but 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 our side that prevents installation of the AI system on your Shopify store 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, Shopify store domain, and a description of the issue. If eligible, approved refunds are typically processed to your original payment method within 14 days of approval.

Shopify Premium Managed may include separately quoted advanced work such as custom retrieval-augmented generation (RAG) configuration, advanced branding, or other hands-on installation work, 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 rule in Section 3 once installation and trial have started.

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—for example, when installation starts or your trial period begins and you receive access to the configured AI concierge.

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, 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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