Refund & Cancellation Policy

0) Company & Contact

Merchant of Record (web): AIVID, LLC, 131 Continental Dr, Suite 305, Newark, DE 19713, US. For help, visit AIVid. Support. Postal mail is accepted, but web refund/cancellation requests must be submitted through the Support Center so we can verify the account, order, usage logs, and payment status.

1) Scope

This policy explains how refunds, cancellations, and billing adjustments work for purchases of credits and subscriptions on AIVid. It should be read together with our Terms of Service, including Acceptable Use and DMCA & Takedown.

• Web purchases (Stripe): Processed by Stripe on behalf of AIVID, LLC.
• Mobile app purchases: Processed by Apple App Store or Google Play and subject to their policies and refund procedures.

2) Definitions

• Credits: Units you spend to generate or process content (images, video, audio, etc.).
• Subscription: Time-based access to features/credits that auto-renews unless cancelled.
• Use: Any generation or feature access initiated by your account (per our system logs).
• Dispute / Chargeback: Any bank, card network, app store, Stripe, payment processor, or similar claim that challenges a charge.
• Payment Processor / Storefront: Stripe (web) or app stores (Apple/Google).
• Account Credit: Non-cash credit we may apply to your account (not redeemable for cash).

3) Cooling-Off (EU/UK) & Digital Content Exception

If consumer laws where you live grant a cooling-off period (commonly 14 days in the EU/UK), you may withdraw within that period provided you have not begun receiving the digital content/service. By starting a generation, consuming credits, or accessing subscription features, you request immediate performance and acknowledge that the cooling-off right no longer applies to that purchase. Mandatory local consumer protections always prevail.

4) When Refunds Are Typically Considered (Web / Stripe)

Web refund requests must be submitted via AIVid. Support and are subject to verification of your account logs, order details, usage history, and payment status. AIVid. may approve a refund only when the purchase is eligible under the rules below and there is no active or previous dispute, chargeback, payment processor claim, or unresolved fraud review for the same transaction.

• Unused credit packs: Request is submitted within 14 days of purchase, no credits from the purchase were used, and no generation, message, render, processing job, or other paid feature was started.
• First subscription purchase (web): Request is submitted within 14 days, the subscription is unused, no subscription credits or paid features were accessed, and the request does not relate to a renewal.
• Technical delivery issues: You paid but access/credits were not delivered due to a system error; we may re-deliver, re-credit, or refund.
• Pre-orders: You can cancel any time before delivery; after delivery, standard rules apply.
• Clearly unauthorized or duplicate charges: After investigation and confirmation.

App store purchases: If you purchased via Apple App Store or Google Play, their policies apply and refunds must be requested through the respective store. We can assist, but cannot override store rules.

5) What Isn't Refundable

• Used credits, started generations/messages/renders/processing jobs, or any purchase where digital content/service performance has begun.
• No cash refunds for unused time remaining in an active subscription period.
• Transactions with an active or previous dispute, chargeback, payment processor claim, or unresolved fraud review for the same charge.
• Requests submitted more than 60 days after the original charge (including tax-only corrections).
• Customized enterprise/contracted services, unless your separate agreement states otherwise.
• Promotional/bonus credits, expired credits, or accounts suspended for AUP/DMCA violations.

AI generation, Agent+ messages, media processing, and similar jobs may incur third-party model/provider/API costs as soon as a request is submitted or begins processing. Credits used for started, completed, failed, cancelled, stopped, or partially completed jobs are not refundable except where the issue was caused by a verified AIVid. system error.

6) Subscription Renewals & Cancellations

• Subscriptions auto-renew on the renewal date until cancelled.
• You can cancel online at any time before renewal. Cancellation normally takes effect at the end of the current period.
• If an immediate cancellation option is offered and you select it, access ends at once and no refund is provided for the remaining period.
• We do not prorate or cash-refund unused subscription time, except to correct clear billing errors.

7) Partial Refunds, Proration & Plan Changes

• No proration or cash refunds for mid-period downgrades.
• Upgrades may be charged immediately and take effect right away; downgrades take effect at the next renewal unless we state otherwise.
• We may issue account credits or partial refunds only to correct duplicate/erroneous charges or in rare cases approved by AIVid.

8) Taxes (VAT/GST/Sales Tax)

If you were incorrectly charged tax or later provide valid tax details, you may request a tax-only adjustment within 60 days by contacting support and providing documentation. We generally do not process requests after 60 days unless required by law. Refunds are issued to the original payment method in the original transaction currency; exchange rates and bank posting times vary by provider.

9) Chargebacks (Bank/Card Disputes)

Please contact AIVid. Support before opening a bank/card dispute or chargeback, as we can usually resolve billing issues faster through support. If you open a dispute, chargeback, or payment processor claim for a transaction, any related refund request may be paused, rejected, or handled only through that dispute process until it is closed.

To prevent loss and abuse while a dispute is open, AIVid. may temporarily restrict, suspend, or terminate access to the account, related credits, generated assets, and future purchases. This includes situations where an account opens a dispute and then attempts to spend remaining credits or continue using paid features.

We reserve the right to contest disputes where our records show valid authorization, delivery, credit usage, feature access, or other performance. Where permitted by law and payment network rules, non-recoverable processor fees, dispute fees, chargeback fees, taxes, and other transaction costs may be deducted from any refund or recovered from your account. Fraudulent, abusive, bad-faith, or repeat disputes may result in account suspension, termination, loss of promotional credits, and future purchasing restrictions.

A bank, card network, Stripe, app store, or payment processor decision does not waive AIVid.'s right to enforce our Terms, restrict accounts, remove credits, or terminate access for fraud, misuse, policy violations, unpaid or charged-back usage, or other conduct outside our policies.

10) How to Request a Refund or Cancel

1. Have your order ID, account email, a brief description of the issue, and confirmation that no dispute or chargeback has been opened for the transaction ready.
2. Submit a request via our Support Center (choose "Billing & Refunds" or "Billing" if that is the available category).
3. We aim to acknowledge within 2 business days and resolve eligible requests within 14 days.
4. Approved refunds go to the original payment method; your bank/card controls when funds post to your account.

App store purchases: Request through Apple/Google support per their processes. We can help you navigate those requests but cannot issue refunds for app-store transactions ourselves.

11) Effects of Refunds & Cancellations

When a transaction is refunded, disputed, charged back, or a subscription is cancelled, related licenses may be terminated, credits adjusted or removed, and access to refunded/disputed content/services may be removed or limited to prevent misuse. Previously generated assets and files may remain available where permitted by law and our Terms, but AIVid. may restrict access to content tied to refunded, disputed, charged back, abusive, or unpaid transactions.

12) Governing Law & Local Rights

For web purchases where AIVID, LLC is the merchant of record, this policy is governed by the laws of the State of Delaware and applicable U.S. federal law, unless mandatory consumer laws in your location provide you with additional non-waivable rights. Dispute resolution and venue terms are described in our Terms of Service. App store transactions are also subject to the store's own terms. Nothing here limits non-waivable consumer rights.

13) Changes to This Policy

We may update this policy from time to time. The "Last updated" date will change when we do. Material changes generally apply going forward and won't retroactively affect a completed refund, unless the change is more favorable to you.