Legal

Refund & Cancellation Policy

Last updated: 27 September 2026

Last updated: 27 September 2026. This Refund & Cancellation Policy takes effect on 27 September 2026 (the "Effective Date"). This version explains exactly when a Trial becomes a paid plan, and that there is one Trial per account; that every plan, including a plan that starts after a Trial, renews and is charged automatically at the end of each period until you cancel; where and how you cancel online (your account page, or the app) and the steps that involves, including the offer step everyone sees; the retention discount; what happens when a payment fails; that a charge taken after you asked us to cancel is refunded in full automatically; and that a full refund or a payment dispute ends the plan it concerns. Prices are unchanged from the previous version — Monthly at US$199.00 per month and Yearly at US$999.00 per year — which also ended one-time purchases: every paid plan now sold is a subscription. Purchases made before the Effective Date continue to be governed by the terms in force when they were made (Section 8).

This Refund & Cancellation Policy (this "Policy") explains when payments for Interview Clozo are and are not refundable, and how automatically-renewing plans are cancelled. It forms part of, and should be read with, our Terms of Service, our Privacy Policy, our Acceptable Use Policy and our Shipping & Delivery Policy. Words defined in the Terms of Service have the same meaning here. In this Policy, "Clozo", "we", "us" and "our" mean Clozo FZE LLC; "you", "your" and "User" mean the person who downloads, creates an account for, or pays for the Service; and "Service" means the Interview Clozo macOS application, website and related services.

Interview Clozo is sold by Clozo FZE LLC, a free-zone company in the United Arab Emirates (business registration number 2629114574888), of CWS-1V-226222, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates. Charges appear on your card or bank statement as CLOZO. All prices are in US dollars.

1. Our money-back guarantee

We back paid Interview Clozo plans with the money-back guarantee advertised on our homepage and pricing page as the Better Loop Guarantee. Each paid plan — the Monthly subscription and the Yearly subscription — becomes available to you immediately once payment is confirmed and you activate it in the app, but if a paid plan is not right for you, you can ask for your money back within the window that applies to your plan, provided you are within the Fair Usage Policy in Section 1.3. When we refund under this guarantee we refund the full amount you paid. This guarantee is in addition to your Statutory Rights (defined in Section 2), which always stack on top of it and are never reduced by it.

1.1 Monthly: 14-day money-back guarantee

If you are on the Monthly plan, you have a 14-day money-back guarantee. If you request a refund within 14 days of the purchase date or of any renewal date, and you are within the Fair Usage Policy (Section 1.3) at the time you request it, we refund the amount paid for that period in full.

1.2 Yearly: 30-day money-back guarantee

If you are on the Yearly plan, you have a 30-day money-back guarantee on the same basis. If you request a refund within 30 days of the purchase date or of any renewal date, and you are within the Fair Usage Policy (Section 1.3) at the time you request it, we refund the amount paid for that twelve-month period in full.

1.3 Fair Usage Policy

The money-back guarantee applies where you have used the Service only to a limited, good-faith extent — specifically, where you have used fewer than 200 answer generations on the account at the time you request the refund. The guarantee does not apply once you have used 200 or more answer generations, or where your use has been abusive or in bad faith — for example repeatedly buying and refunding, sharing or reselling access, or using the guarantee to obtain the paid service for free. The Fair Usage Policy protects a genuine trial of the paid plan; it is not a way to consume the paid service in full and then reclaim the fee. Outside the Fair Usage Policy, the goodwill practice in Section 3 and your Statutory Rights in Section 2 may still apply.

1.4 If the application does not run on your Mac

Separately from, and in addition to, the money-back guarantee above, if the Interview Clozo application does not run on your Mac, we will refund you in full — with no time limit and no usage limit — provided you first contact us at info@clozo.ai and give us a reasonable opportunity to help you get it working. This applies to every paid plan, and it applies even after your money-back window has passed and even where the Fair Usage Policy would otherwise not apply.

1.5 We refund the full amount, not a part of it

When we refund under this guarantee — or as a goodwill gesture under Section 3 — we refund the full amount of the payment concerned; we do not make partial refunds, and your access to the plan that payment paid for ends when the refund is made; the subscription ends too, so nothing further is charged. The only exception is where a law that applies to you requires a partial or pro-rata refund, which we will pay. The automatic 25% refund that gives the retention discount on a PayPal plan (Section 5.4) is not a refund under this guarantee and does not end your access or your plan.

1.6 How to claim

To use the money-back guarantee, email info@clozo.ai from the email address on your account within the applicable window — 14 days for Monthly, 30 days for Yearly — stating your account and that you want to use the money-back guarantee. We aim to process approved refunds within five business days to your original payment method.

2. Rights this Policy does not take away

Nothing in this Policy or in our Terms of Service excludes, restricts or modifies any right or remedy you have under a consumer-protection law that applies to you and that cannot lawfully be excluded, restricted or modified by agreement (your "Statutory Rights"). Where a Statutory Right entitles you to a refund, a price reduction, a repair, a re-supply or a cancellation, we will honour it, and nothing in this Policy limits that right. The Statutory Rights below stack on top of the money-back guarantee in Section 1 and are never reduced by it. The summaries below are provided for convenience only; they do not limit your Statutory Rights, and where a summary and the law differ, the law prevails.

If you are a consumer in New Jersey, no provision of this Policy or of our Terms of Service that limits or excludes our liability, disclaims a warranty, requires you to indemnify us, or shortens the time to bring a claim applies to you to the extent New Jersey law makes it void or unenforceable, and every other provision continues to apply.

2.1 European Union, EEA, United Kingdom and Switzerland

If you are a consumer in the EU, the EEA, the UK or Switzerland, you have a statutory right to withdraw from a distance contract within 14 days, subject to the conditions and the proportionate-payment rules set out in Section 6. You also have statutory remedies if the Service is not in conformity with its description or is otherwise faulty. A term chosen to govern your contract cannot deprive you of the mandatory consumer protections of the country in which you habitually reside.

2.2 Australia

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for the reduced value of the service; and you are entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have the problem fixed within a reasonable time, and if it is not fixed you may cancel your contract and obtain a refund for the unused portion. The money-back guarantee and any goodwill refund in this Policy are in addition to these consumer guarantees and do not limit them.

2.3 India

If you are a consumer in India, we will not refuse to withdraw or discontinue a service that is deficient, or that is not of the characteristics or features advertised or agreed, and we will refund the amount paid for it as your Statutory Rights require. Complaints and grievances may be sent to us at info@clozo.ai. We will acknowledge and seek to resolve any such grievance within the timeframes required by applicable law.

2.4 Canada

If you are a consumer in a Canadian province whose consumer-protection law so provides (including Quebec, Ontario and Alberta), the provisions of our Terms of Service on arbitration, class actions and limitation of liability do not apply to you to the extent your provincial law prohibits them, and you keep any statutory right to cancel a contract, including where information required by law was not given to you before purchase.

2.5 United Arab Emirates

Nothing in this Policy exempts us from our obligations to consumers under UAE Federal Law No. 15 of 2020 on Consumer Protection, as amended, and its implementing regulations. An Arabic-language version of this Policy is available on request by emailing info@clozo.ai. Where the Arabic and English versions differ for a consumer in the UAE, the version more favourable to the consumer applies.

3. Beyond the guarantee: goodwill refunds at our sole discretion

Outside the money-back guarantee window, or where the Fair Usage Policy does not apply, we may still choose to give you a refund as a goodwill gesture. Whether to do so is entirely at our sole discretion. A goodwill refund granted to you or to anyone else is a one-off courtesy: it does not change this Policy, does not set a precedent, and does not oblige us to give a refund in any other case or to you again.

When we do grant a goodwill refund, we refund the full amount of the payment concerned — we do not make partial refunds — and your access to the plan that payment paid for ends immediately, together with its subscription. We may issue a goodwill refund to your original payment method directly, or through the dispute-resolution channel of your bank, card network or payment provider. Where a law that applies to you requires a partial or pro-rata refund, we will pay it despite this goodwill "full amount only" practice; the "full amount only" rule governs only voluntary goodwill refunds.

To ask for a goodwill refund, email info@clozo.ai from the email address on your account, or use Billing Help in the app, and include your username and order number. We aim to reply within one business day and to reach a decision within five business days.

4. If a paid feature does not work

Separately from the money-back guarantee in Section 1 and the does-not-run refund in Section 1.4, if a paid feature fails to work materially as described on our pricing page or in our documentation, on a Mac that meets the system requirements published on our install page, please email info@clozo.ai and describe the problem. We will try to fix it, or to give you a working version, within a reasonable time and, where possible, within 10 business days of your report.

If we cannot, you may cancel the affected plan and we will refund you, within 14 days:

for Monthly, the fee for the current monthly period; and
for Yearly, the fee for the current twelve-month period.

A limitation that we disclosed to you before purchase — including the general performance limitations described in our Disclaimer, which explain that how the Service behaves on screen depends on the third-party meeting software you use, your macOS version and settings, and your own configuration — is not a failure under this Section, because it is part of what was agreed. You are responsible for testing and verifying your own setup before relying on it, and we do not warrant that the Service will be uninterrupted or error-free. This Section does not limit the money-back guarantee in Section 1 or your Statutory Rights, which may give you more; for a genuine failure to conform, your Statutory Rights may entitle you to a remedy greater than the amounts above and, where they do, they prevail.

5. Plan terms, cancellation and renewals

5.1 Trial

The Trial is a free trial of the Monthly or Yearly plan you pick, started with a card or another payment method taken through Stripe, such as Link (a Trial cannot be started with PayPal). It gives you up to 3 interviews of up to 50 minutes each within 14 days, whichever runs out first; at 50 minutes, a trial interview's transcription and suggestions stop automatically. Each interview you start counts as one of the 3, however long it lasts; the app's built-in tutorial does not count. There is one Trial per account and per email address: a Trial started on our website without being signed in, with an email address that has already had one, ends straight away and its plan is charged at once (the checkout page says so before you confirm). If you bought a plan directly, never had a Trial, and that plan has ended, you can start one Trial.

When the plan starts. The plan you picked starts, and its first payment is taken automatically from your payment method, on the date shown to you at checkout and in our emails (14 days after the Trial starts) — or earlier, when you start a 4th interview after using your 3 trial interviews, or when you press “Start plan now”. In app versions up to 19.0.0, the 4th interview starts the plan and is charged at the moment it starts, without a separate confirmation screen, and the interview starts only once that payment has gone through; if it does not go through, the payment stays due and no interview starts until it has been paid, which you can do on your account page (meanwhile it is retried automatically as described in Section 5.5). Newer versions of the app first show the amount and your payment method and charge only when you press “Pay … and start interview”. If you have cancelled the Trial, a 4th interview does not start and nothing is charged. From then on the plan renews automatically until you cancel. We email you when the Trial starts, 7 days and 3 days before that date, and once you have used your 3 trial interviews.

Cancelling a Trial. You can cancel a Trial at any time before it becomes a paid plan, in the way described in Section 5.2. You then pay nothing: the Trial ends on its date, and you can use any trial interviews you have left until then. Because nothing is charged during the Trial itself, there is nothing to refund unless and until the plan starts; once it starts, the money-back guarantee in Section 1 counts from the date of that first payment. We recommend using the Trial, which runs the same app on your Mac with your own meeting software and settings, to confirm that Interview Clozo works for you — including your screen-sharing configuration — before the plan begins.

5.2 Monthly (auto-renewing, US$199.00 per month)

The Monthly plan is US$199.00, charged when you subscribe (or, after a Trial, when the plan starts — Section 5.1) and then automatically at the start of each monthly period until you cancel. It includes up to 4,000 answer generations per calendar month; unused generations do not carry over to the next month. The renewal price and the monthly billing cadence are shown as text next to the pay button; there is no separate box to tick, and paying is your agreement to automatic renewal.

You can cancel at any time online, with no call or chat required. Whether you pay through Stripe or PayPal, you cancel from your account page on our website (interview.clozo.ai/account.html — sign in, then press “Cancel subscription”) or from Billing in the app (in app versions up to 19.0.0, the app's Subscription page › “Manage” takes you to your account page). Cancelling takes four steps, because we want to understand why you are leaving: you tell us why, by typing a reason or recording a voice note of up to 2 minutes (a reason is required to continue); you sign in again on our cancellation page, with your password or a one-time code we email to you; we show everyone what we can offer before you go — help from our founder and, where available, the retention discount in Section 5.4 — with a “Continue to cancel” button on the same page; and a final page shows your plan and when the cancellation takes effect, with one button that cancels: “Cancel subscription now”. Every step also has a “Keep my plan” button, and nothing is cancelled until you press “Cancel subscription now”. A reason you type or record is kept even if you then keep your plan. We confirm the cancellation on screen and by email straight away. If you bought without an account, using only an activation code, first add the purchase to an account (or create one), then cancel from that account's page.

Cancelling stops all future charges from the moment you confirm it. It does not automatically refund the current monthly period, which remains available to you until it ends; but the 14-day money-back guarantee in Section 1.1 may still apply, as may your Statutory Rights. If a payment is overdue when you cancel, the cancellation takes effect straight away, your access ends and the overdue amount is forgiven (Section 5.5). Until the period ends you can change your mind with “Keep my plan” (for a PayPal plan, this sets up a new PayPal subscription for the same plan that starts when the current period ends and charges nothing before then; it is offered in the same way when a PayPal subscription was cancelled from the PayPal account). If a charge is ever taken after you asked us to cancel, we refund it in full automatically. If we change the Monthly price, the new price will not apply until a future billing period, after we have given you any advance notice the law requires; if you are charged a new price you did not agree to, you may cancel and we will refund the unused part of that charge on a pro-rata basis. If a renewal payment fails, Section 5.5 applies.

5.3 Yearly (auto-renewing, US$999.00 per year)

The Yearly plan is US$999.00, charged when you subscribe (or, after a Trial, when the plan starts — Section 5.1) and then automatically at the start of each yearly period until you cancel. It includes up to 4,500 answer generations per calendar month, shown in the app; the monthly allowance resets each calendar month for the twelve months you have paid for, and unused generations do not carry over. The renewal price and the annual billing cadence are shown as text next to the pay button; there is no separate box to tick, and paying is your agreement to automatic renewal.

Cancelling stops all future charges from the moment you confirm it. To avoid the next annual charge, cancel at any point before your renewal date; you then keep the paid features until the twelve-month period you have already paid for ends. Cancelling does not automatically refund the current twelve-month period, but the 30-day money-back guarantee in Section 1.2 may still apply, as may your Statutory Rights. If a payment is overdue when you cancel, the cancellation takes effect straight away, your access ends and the overdue amount is forgiven (Section 5.5). Until the period ends you can change your mind with “Keep my plan” (for a PayPal plan, this sets up a new PayPal subscription for the same plan that starts when the current period ends and charges nothing before then; it is offered in the same way when a PayPal subscription was cancelled from the PayPal account). If a charge is ever taken after you asked us to cancel, we refund it in full automatically. We email you a reminder 30 days before each Yearly renewal. If we change the Yearly price, the new price will not apply until a future billing period, after we have given you any advance notice the law requires; if you are charged a new price you did not agree to, you may cancel and we will refund the unused part of that charge on a pro-rata basis. If a renewal payment fails, Section 5.5 applies.

5.4 Retention discount

When you start to cancel, the “Before you go” step offers everyone our founder's help (the founder replies within one business day, and your plan stays as it is meanwhile) and 25% off one payment. The discount is not offered if a discount was accepted on your account in the previous 12 months, counted from the day it was accepted; a discount you were shown but did not take does not count, so it can be offered again the next time you start to cancel. If you accept it, your plan continues and keeps renewing automatically, we confirm the discount by email, and:

if you pay through Stripe, the discounted payment is charged at 75% of the plan's price; and
if you pay through PayPal, the discounted payment is charged at the full price and 25% of it is refunded to your PayPal account automatically once it has gone through. PayPal does not let us change the amount of a PayPal subscription without your separate approval, which is why the discount is given as a refund.

The discount reduces exactly one payment: the next automatic payment of the plan you have when you accept it — during a Trial, the payment taken automatically when the Trial ends; otherwise your next renewal, even if that renewal is collected late. It never reduces a payment you start yourself (“Start plan now”, or a 4th trial interview) — the discount then moves to the first automatic renewal after that payment — nor an amount that was already overdue when you accepted it. If you move from Monthly to Yearly before the discounted payment, the payment for the move is charged in full and the discount carries to the first renewal of your Yearly plan. Every other payment is at the full price. If your subscription ends before the discounted payment is taken, the discount lapses. You can still cancel at any time after accepting it. A money-back refund under Section 1 of a discounted payment is of the amount you actually paid for it (for PayPal, the payment minus the 25% already refunded to you).

5.5 If a payment fails

If an automatic payment — a renewal, or the payment when a Trial ends — does not go through, we email you, and our payment provider tries it again automatically over the following days; you keep access to your plan while it does. If your bank asks you to approve the payment, we email you a link to approve it on Stripe's secure payment page. If the payment still has not gone through after the last attempt, access to your plan is paused, but the subscription is kept, not cancelled, and the unpaid amount stays due. To restart it, pay the overdue amount on your account page or, for a plan paid through Stripe, update your payment method on your account page, after which the overdue amount is charged automatically; access returns as soon as the payment goes through, and the plan keeps renewing automatically from then on. For a plan paid through PayPal, paying the overdue amount on your account page is the only way to restart it; changing the payment method in your PayPal account does not restart it. If you would rather stop, cancel instead: when a payment is overdue, cancelling ends your access straight away and the overdue amount is forgiven — we do not collect it.

6. If you live in the EU, EEA, UK or Switzerland: your right of withdrawal

If you are a consumer in the EU, the EEA, the UK or Switzerland, you may withdraw from your contract within 14 days without giving a reason. The period ends 14 days after the day you bought your plan. This statutory right applies in addition to, and independently of, the money-back guarantee in Section 1.

Immediate access. When you buy a paid plan, you ask us to start providing the Service immediately, during your 14-day withdrawal period, and you acknowledge that you will lose your right of withdrawal once the service has been fully provided, and that if you withdraw before then you must pay for what you have received up to the moment you tell us.

How to withdraw. To withdraw, send us a clear statement of your decision — by email to info@clozo.ai from your account email, or by post to Clozo FZE LLC at the address above. You may use the model form below, but you do not have to. We will email you an acknowledgment showing what you sent and the date and time we received it. Your withdrawal is on time if you send it before the 14 days end.

What happens next. We will refund everything you paid, without undue delay and within 14 days of receiving your withdrawal, to your original payment method and at no charge to you. If you asked us to start your plan during the withdrawal period, we will first deduct an amount in proportion to the service already provided up to the moment you told us we could not continue, calculated as follows:

Monthly: US$199.00 × days elapsed ÷ 30; and
Yearly: US$999.00 × days elapsed ÷ 365.

If we failed to give you this withdrawal information, or if you did not expressly ask us to start the service early, you pay nothing for the period before you withdrew. Where the money-back guarantee in Section 1 would give you a larger refund than a proportionate deduction leaves you, you keep the benefit of whichever is more favourable to you.

Model withdrawal form. "To Clozo FZE LLC, CWS-1V-226222, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates, info@clozo.ai — I hereby give notice that I withdraw from my contract for the following service: [plan], ordered on [date]. Name: __________. Account email: __________. Date: __________."

7. Payment disputes and chargebacks

If something is wrong with a charge, please contact us first at info@clozo.ai. We reply within two business days, most billing problems are fixed within a day, and a refund from us usually reaches you faster than a bank dispute.

Nothing in this Policy or in our Terms limits your right to dispute a charge with your card issuer or payment provider. You do not waive, and we do not ask you to waive, any right you have to a chargeback.

If you open a dispute, we will give your card issuer, the card network and our payment providers the records of your order and of your use of the Service — including the record of the terms shown to you next to the pay button and of every charge you confirmed in the Service (the exact text, its version, the date and time, your IP address and your browser or app version), your billing history and the emails we sent you about your Trial and your payments, the IP address from which you purchased, your account username and email, and your activation and session logs — as described in our Privacy Policy. When a dispute or chargeback is opened on a payment, the plan that payment was for ends straight away, just as with a full refund (Section 1.5): your access ends and the subscription is cancelled, so nothing further is charged.

Filing a genuine dispute about a charge that is not valid under these Terms is your right and will never, by itself, be treated as a breach. A charge that is valid under these Terms — including a renewal you consented to and did not cancel before the renewal date — should be raised with us rather than disputed with your bank, because a refund from us is available on the terms of this Policy and usually reaches you faster. Disputing a valid charge with your bank instead of asking us for the refund this Policy provides is a breach of these Terms; if the dispute is decided in our favour, we may recover the disputed amount together with the chargeback fees and reasonable costs the law allows, and we may decline to serve an account whose disputed charge remains unpaid until it is settled.

8. Purchases made before the Effective Date

This Policy applies to purchases made on or after the Effective Date. If you bought a paid plan before the Effective Date, that purchase is honoured under the refund terms that were in force when you bought it, not under this Policy. If you bought access as a one-time licence with no end date, that access continues without an end date and is never charged again, on the refund and wind-down terms in force when you bought it. If you believe you bought under earlier terms and wish to rely on them, email info@clozo.ai with your order number and we will apply the terms then in force.

9. If we end your plan

If we discontinue the Service, or end your plan without cause, we will refund you as follows: for Monthly, the unused part of the current monthly period on a pro-rata basis; and for Yearly, the unused part of the current twelve-month period on a pro-rata basis. This pro-rata basis applies to no-cause discontinuation only; for a genuine failure to conform, your Statutory Rights may entitle you to more and prevail.

If you seriously breach our Acceptable Use Policy — for example, by proxy or impersonation interviewing, by using the Service in a licensing, certification or proctored academic examination, or by reselling or sharing your account — we may suspend your access and, after telling you what we found and giving you 7 days to respond (unless the law or safety requires faster action), end your plan. In that case, fees for the current period are not refunded, except for any amount your Statutory Rights entitle you to despite the termination.

10. A note on foreign-transaction fees

Because Clozo FZE LLC is based in the United Arab Emirates, your bank or card issuer may add a foreign-transaction or currency-conversion fee even when the charge is shown in US dollars. That fee is charged by your bank, not by us; we do not receive it and we cannot refund it.

11. Changes to this Policy

We may update this Policy from time to time. When we publish an updated version, we email you, and it applies from the day it is published on this page, shown by its “Last updated” date. A change is never applied retroactively: it never reduces a refund you were already entitled to for a payment made before it (see Section 8), and it never applies to a dispute already raised. See our Terms of Service for how changes to our terms are made.

12. Contact

Questions about a refund, a cancellation or this Policy can be sent to info@clozo.ai, or to Clozo FZE LLC, CWS-1V-226222, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates. Please include the email address on your account and your order number so we can find your purchase quickly.