Refund Policy

Last Updated: March 26, 2026

At Visiva, we understand that billing issues, technical concerns, or unexpected situations may sometimes arise. If you experience any issue relating to your order, subscription, credits, or use of the Service, we encourage you to contact our support team at [email protected] first. We will review your case and, where appropriate, work with you in good faith to help resolve the issue as promptly as reasonably possible.

This Refund Policy explains how refund requests are reviewed and processed for purchases made through Visiva.

1. General Refund Principles

Refunds are not automatic. All refund requests are subject to review and approval by Visiva in accordance with this Refund Policy, the applicable checkout disclosures, the type of order placed, the extent of account usage, and applicable law.

Because Visiva provides digital products and digital services, refund eligibility may be affected by whether digital access, credits, subscription benefits, generation capabilities, or other paid features have already been activated, delivered, accessed, or used.

Nothing in this Refund Policy limits any rights you may have under applicable law.

2. Basic Eligibility Requirements

Unless otherwise required by applicable law, a refund request will generally only be considered if all of the following conditions are met:

2.1 Request Deadline

Your refund request must be submitted within 3 calendar days of the original purchase date.

Requests submitted after this period are generally not eligible for a refund.

2.2 Credit Usage Threshold

At the time of review, your account must have used 600 credits or fewer in connection with the relevant purchase.

Accounts that have used more than 600 credits are generally not eligible for a refund.

2.3 Review of Circumstances

Even where the timing and credit usage conditions above are met, refund approval is still subject to case-by-case review. We may consider factors including, without limitation:

• the type of product, subscription, or credit package purchased;
• whether the service, credits, or digital entitlements were activated or delivered;
• the extent to which the account accessed or used the Service;
• whether a reported issue involves a genuine technical problem;
• whether support or troubleshooting assistance has already been provided; and
• any other information reasonably necessary to assess the request.

Meeting the basic eligibility requirements does not guarantee that a refund will be approved.

3. Circumstances That Usually Do Not Qualify for a Refund

Unless otherwise required by applicable law or expressly approved by Visiva, the following circumstances generally do not, by themselves, qualify for a refund:

• you changed your mind after purchase;
• you no longer wish to use the Service;
• the output did not match your personal preferences, aesthetic expectations, or creative direction;
• you did not obtain a particular style, effect, motion, or result you hoped for;
• you did not fully use your credits, subscription, or paid features;
• you forgot to cancel an auto-renewing subscription before the next billing date; or
• the relevant digital features, credits, or subscription access had already been activated, delivered, or made available in your account.

For clarity, dissatisfaction based solely on subjective expectations does not, by itself, mean that the Service was defective, undelivered, or not as described.

4. Technical Issues and Support Review

If you believe you experienced a technical problem, billing error, duplicate charge, unauthorized charge, or material issue affecting the Service, please contact [email protected] before initiating a chargeback or payment dispute where possible.

To help us review your request, we may ask you to provide relevant information, such as:

• your account email address;
• order number or transaction reference;
• purchase date;
• a description of the issue;
• screenshots or screen recordings, where available; and
• any other details reasonably necessary for investigation.

We may review account activity, service access records, usage logs, generation history, billing records, cancellation timing, refund history, and prior communications with support when assessing a request.

5. How to Request a Refund

To request a refund, please contact [email protected] and include the following information:

• your account details;
• your order number;
• the purchase date;
• the reason for your request; and
• any relevant supporting materials.

To avoid delay, please make sure your request is submitted within the time period stated in this Refund Policy.

6. Refund Review and Decision

Once we receive your request, we will review it and notify you of the outcome as soon as reasonably possible.

We reserve the right to approve, deny, or partially resolve a request where appropriate, including by offering account credit, service assistance, cancellation support, or another reasonable solution instead of or in addition to a refund, where permitted by law.

7. Approved Refunds

If your refund request is approved:

7.1 Refund Method

The refund will generally be issued to the original payment method used for the purchase.

7.2 Processing Time

Refund timing may vary depending on the payment method, financial institution, and region.

PayPal refunds are generally reflected promptly or immediately.

Stripe card payments typically take 5–7 business days to appear, depending on your bank or card issuer.

7.3 Delayed Refunds

If you have not received the refund after the expected timeframe, please first contact your card issuer, bank, or payment provider. You may also contact [email protected], and we will reasonably assist in checking the refund status.

8. Subscription Cancellation

If you wish to cancel your auto-renewing subscription, please go to My > Manage Subscription to cancel it. If you are unable to complete the cancellation there, you may contact [email protected] for assistance.

We aim to process cancellation requests promptly, typically within 48 hours, although processing times may vary depending on request volume, verification needs, weekends, holidays, or technical circumstances.

Unless otherwise required by applicable law, cancellation generally applies only to future billing periods that have not yet started. Cancellation does not usually retroactively terminate or refund a billing period that has already begun.

9. Digital Delivery

Visiva provides digital products and digital services. Unless otherwise expressly stated, digital services may be considered delivered once any of the following occurs:

• credits, subscription benefits, or paid features are made available in your account;
• access to generate, edit, export, download, or otherwise use the Service has been granted; or
• relevant outputs, files, or digital resources are accessible in your account, history, project page, or download area.

Delivery is not dependent on whether you actually use, fully consume, export, save, publish, or commercially use the Service or related outputs.

10. Fees, Taxes, and Third-Party Charges

To the extent permitted by applicable law, the refunded amount may be reduced by any non-refundable taxes, currency conversion differences, bank charges, processing fees, or transaction costs imposed by payment processors, financial institutions, card issuers, or acquiring platforms.

Such third-party charges may not be controlled or retained by Visiva.

11. Abuse, Fraud, and Repeated Claims

We reserve the right to deny a refund request, suspend service access, limit account functionality, or take other appropriate action where we reasonably suspect fraud, payment abuse, refund abuse, chargeback abuse, unauthorized activity, or misleading claims.

This includes situations in which a user repeatedly files abusive, false, or duplicative refund or dispute claims relating to the same transaction after receiving a prior explanation, cancellation assistance, refund review, or other reasonable resolution.

12. Changes to This Refund Policy

We may update this Refund Policy from time to time. Any updates will become effective when posted on this page, unless otherwise stated.

Your continued use of the Service after an updated Refund Policy is posted may constitute acceptance of the revised policy to the extent permitted by applicable law.

13. Contact Us

If you have questions about this Refund Policy, your order, a subscription, a cancellation request, or a refund request, please contact:

Visiva Support

Email: [email protected]