Refund Policy

1. Scope

This Refund Policy applies to subscriptions, plan upgrades, and credit packs purchased directly from Orvyno. It forms part of our Terms of Service.

If a purchase is offered through a third-party marketplace or reseller, that seller’s refund process applies. Nothing in this policy limits a refund, withdrawal, cooling-off, or other consumer right that cannot lawfully be limited.

2. Standard refund eligibility

Unless applicable law requires otherwise, submit a refund request within three calendar days after the relevant charge. Meeting the time limit makes a request eligible for review; it does not guarantee approval.

• Subscriptions and renewals: no more than 50 credits funded by the relevant paid term may have been used, and no generation using those credits may remain reserved or in progress.
• Plan upgrades: the request must be made within three calendar days of the upgrade charge, and no more than 50 credits granted by that upgrade may have been used. Any approved refund applies only to the eligible upgrade charge.
• Credit packs: none of the credits from the pack may have been used, reserved, transferred, or expired.

“Used” credits include credits settled for a completed generation. Credits reserved by a queued or processing request are treated as in use until the request safely fails or is canceled and the reservation is released.

3. Billing errors and other exceptions

We may review the following outside the standard criteria:

• a verified duplicate charge or incorrect charge amount;
• an unauthorized charge reported promptly so we can secure the account and investigate;
• a paid feature that was materially unavailable because of a verified Orvyno error and could not be restored or otherwise remedied;
• a refund or withdrawal required by the law that applies to the purchase.

These situations are reviewed using payment records, credit-lot lineage, generation state, and account-security information. We may request reasonable evidence needed to verify the issue.

4. Purchases that are generally not refundable

A refund will generally not be approved when:

• the request arrives after the three-day review window and no mandatory legal right or verified billing error applies;
• more than 50 credits from the relevant subscription or upgrade have been used;
• any credits from the relevant credit pack have been used, reserved, transferred, or expired;
• a completed AI generation is usable but does not match a subjective style, quality, or creative preference;
• credits expired under the terms shown at purchase, or the request concerns free, promotional, referral, or other non-purchased credits;
• access was restricted or terminated for fraud, payment abuse, or a material violation of our Terms or Acceptable Use Policy, to the extent permitted by law.

AI generation is probabilistic. A successful Output is not automatically refundable because it differs from a prompt or expectation. A qualifying failed or safely canceled generation releases its reserved credits; that credit release is not a cash refund.

5. Cancellation is different from a refund

Canceling a subscription stops future renewal. Paid access normally continues through the current billing period, and cancellation does not automatically refund the current or a previous charge.

Credit packs remain subject to their original expiration after a subscription is canceled. To prevent another renewal, cancel through the billing portal before the renewal date. A cancellation request does not replace a separate, timely refund request.

6. How to request a refund

Email support@orvyno.ai from the address associated with your Orvyno account. Use “Refund request” as the subject and include:

• the account email address;
• the order or invoice number, if available;
• the charge date and the plan, upgrade, or credit pack purchased;
• the reason for the request and any relevant billing details.

Do not email a password, authentication code, full card number, private prompt, uploaded media, or signed asset URL. We may ask you to verify account ownership before discussing a purchase.

7. Review and payment processing

We aim to acknowledge a complete request within three business days. Complex billing, fraud, dispute, or credit-lineage reviews may take longer. We will notify you whether the request is approved, denied, or needs more information.

An approved refund is sent to the original payment method when possible. Your payment provider or bank controls when the refund appears. Exchange-rate differences, bank charges, and payment-provider processing times are outside Orvyno’s control.

Partial refunds are exceptional and require manual review. We do not promise a proportional refund based only on unused credits because a subscription can include access and benefits in addition to credits.

8. Effect of an approved refund

An approved refund may revoke unused credits issued by the refunded payment, cancel a pending request when safe, and pause or end the subscription, upgrade, or other benefits funded by that payment.

When an upgrade depends financially on an earlier refunded payment, related credits or future grants may be paused while the payment lineage is reconciled. Billing and credit-ledger records may be retained as described in our Privacy Policy.

9. Payment disputes

Contact us first when practical so we can investigate a billing problem. If a bank or payment-provider dispute is already open, we will not issue a duplicate refund for the same charge. Credits and benefits funded by the disputed payment may be paused while the dispute is resolved.

This section does not limit your right to contact your payment provider or exercise a remedy available under applicable law.

10. Changes to this policy

We may update this policy to reflect changes to the Service, billing operations, or applicable law. We will update the date on this page and provide additional notice when reasonably required. A change does not reduce a mandatory right that applied when you made a purchase.

11. Contact

Refund and billing questions can be sent to support@orvyno.ai.