Effective 1 October 2026.
try before you pay
Every site gets a 14-day free trial of cool guy, one per domain. No card needed. It starts when the chat goes live on the site, not at sign-up. The trial has every cool guy feature, whichever plan you pick. The features only vc money has (chat on your own domain, channel routing, custom widget CSS, and live translation once it arrives) start when you pay for vc money. If Spookat isn’t for you, let the trial run out and you’ll never be charged. The chat stays on the site and keeps taking messages, but your team can’t answer them until you pick a plan.
your first payment
Changed your mind after your first payment? Email hi@spookat.com within 14 days of that payment and we refund it in full. Monthly or yearly, no quiz, no retention call.
renewals
Renewals aren’t refunded, because you can cancel anytime from the dashboard and keep access until the end of the period you already paid for. In Shopify or Wix the plan follows that platform, and removing the Spookat app ends it at once. The exception is a yearly plan on spookat.com: leave it early (cancel it, or move to a smaller plan or to monthly) and it ends with the current month, and you automatically get back the year’s price minus the months you used, counted at the monthly price. Deleting a site ends its subscription at once: a yearly plan gets the same money back first, and the rest of the current month or monthly period isn’t refunded. If something went wrong on our side, like a long outage or a billing mistake, write to us anyway and we’ll make it right.
plan changes
On spookat.com, an upgrade starts right away and you pay the difference for the days left in the period. A monthly plan’s downgrade starts when the month you paid for ends, with nothing to refund or credit. A yearly plan’s downgrade starts at the end of the current month, and you get back the year’s price minus the months used at the monthly price. Through Shopify or Wix, that platform’s billing rules apply.
how refunds are paid
On spookat.com, Spookat is sold by Paddle.com Market Limited, our merchant of record, so Paddle issues the refund to the payment method you used. It usually shows up within 5 to 10 business days, depending on your bank.
If you pay through the Shopify App Store or the Wix App Market, we issue the refund through that platform, back to the store account the charge came from, under its rules.
consumers
If you buy as a consumer, the rights consumer law gives you, such as the right to withdraw from a distance contract, still apply, and nothing here limits them.
who we are
Jakub Merta, a sole trader registered in Poland (jednoosobowa działalność gospodarcza), NIP 5833455773, REGON 522668870. hi@spookat.com