Refund Policy

14-day money-back guarantee on your first Aivont subscription if you've used 20% or less of your included credits. Top-ups are fully refundable as long as you haven't used any credits from that purchase yet. Cancel anytime and you won't be billed again — the period you already paid for keeps running until it ends. Outages, duplicate charges, and unauthorized payments are refunded on top of the above. Email [email protected] with the subject "Refund request"; we reply within 2 business days.

The rest of this page is the detail behind those promises.

You're eligible for a refund in any of the following situations:

• First-time subscription, within 14 days. If this is the first paid subscription on your account and you've consumed 20% or less of the included credits in the current period, we refund the full subscription fee. The cap exists so this stays a real "try it risk-free" guarantee rather than a free month of full usage.
• Unused top-up packs. If you bought a one-time credit top-up and have not used a single credit from that pack, we refund 100% of the purchase. Top-ups consumed in part — even one credit — are no longer refundable (see §2 for why).
• Annual plan, prorated. If you cancel an annual subscription within 30 days of purchase, we refund the prorated value of the complete months you haven't used yet. Partial months are not refunded.
• Duplicate or accidental charges. If you were billed twice for the same period, or charged for something you didn't authorize, we refund the duplicate in full within one billing cycle.
• Unauthorized charges. If your account or payment method was compromised and we can confirm the unauthorized activity, we refund all affected charges. Report security incidents to [email protected].
• Material outage. If the Service is unavailable for a continuous period of more than 24 hours during your paid billing period, we issue a prorated credit refund equivalent to the affected days. You don't need to ask; we apply these automatically when the outage is on our side.
• Material defect. If a feature that was advertised on the Pricing page at the time of your purchase stops working and we can't restore it within a reasonable time, we refund the affected period prorated.

The cases below aren't covered. We try to be straight about the reasoning so it doesn't feel arbitrary:

• Credits you've already used. Every chat turn, voice transcription, and tool call costs us real money on the model side — the AI providers charge us per token whether the answer ended up useful to you or not. We can't refund spend that's already left our account.
• Renewals after the first 14 days. The money-back guarantee covers the first period only. Subsequent renewals are not refundable, but you can cancel from Account → Billing at any time and the current period continues until it ends — no future charges.
• Subjective quality concerns. AI outputs vary in quality and we can't refund based on dissatisfaction with what a model said in a particular turn. If a turn produces obviously wrong or low-quality output, we'd rather you reach out so we can fix it — we routinely credit individual turns when the model misbehaves.
• Third-party issues. Problems with your internet connection, OS, antivirus, or another service Aivont depends on (e.g. an outage at an upstream provider) aren't refundable here. We pursue credits from upstream providers ourselves and apply them where we can.
• Account terminations for Terms violations. If we terminate access for breach of the Acceptable Use Policy (abuse, fraud, generating prohibited content, ban evasion), unused balances are forfeit.
• Promotional or beta-program credits. Credits granted as part of a referral, contest, beta-tester reward, or promotional code aren't tied to a payment and aren't refunded for cash.
• Requests outside the time windows above. 14 days for subscriptions, 30 days for top-ups and annual plans. We do consider exceptions on a case-by-case basis where the delay was caused by something on our side.

These are two different things and people often mean the second when they say the first:

Cancellation stops the auto-renewal. The period you've already paid for keeps running until it ends, you keep access until then, and we don't bill you again. No refund — but no further charges either. Cancel from Account → Billing → Cancel subscription.

Refund returns money you've already paid. This is governed by §1 and §2 above. A refund cancels the subscription automatically; you don't need to do both.

If you cancel within the 14-day money-back window and want both — your money back AND you stop being billed — request a refund. Don't just hit Cancel and walk away, because Cancel keeps your access until the end of the period without refunding the unused portion.

Top-up credit packs are one-time purchases. They don't expire and they sit alongside your included monthly credits. The refund rule is binary:

• Zero credits used from that pack → full refund, within 30 days of purchase.
• One or more credits used from that pack → not refundable, regardless of how much remains.

We track which top-up a consumed credit came from on a FIFO basis (oldest pack drains first), so if you have included credits AND a top-up balance, your included credits drain first and the top-up stays untouched until they run out.

1. Email [email protected] from the email address on your account.
2. Subject line: "Refund request".
3. In the body include: which purchase you want refunded (subscription, top-up, or specific charge — a payment receipt or invoice number is ideal), the reason, and whether you want the refund to your original payment method or as Aivont credit (Aivont credit is processed instantly; cash refunds go back through your original payment method).
4. We reply within 2 business days with either a confirmation or follow-up questions.
5. Approved cash refunds are issued to the original payment method and typically arrive within 5-10 business days, depending on your bank. Bank statements may show the refund as a separate credit line item rather than a reversal of the original charge — that's normal.

If you ever feel a charge is wrong, please email [email protected] before disputing it with your bank. We move on legitimate refund requests in 2 business days — a chargeback takes 60-90 days to resolve and locks the funds in escrow for both of us in the meantime.

Chargebacks filed without first contacting us trigger the following automatically:

• Account suspension until the chargeback is resolved.
• Forfeiture of any remaining credit balance.
• If the chargeback is reversed in our favor, we may decline future business from the account.

If your concern is unauthorized use of your card on Aivont (not a refund disagreement), please report it to [email protected] immediately — we route those through the unauthorized-charge path in §1, no chargeback needed.

If you're a consumer in the European Union or the United Kingdom, the EU Consumer Rights Directive (2011/83/EU) and UK Consumer Contracts Regulations 2013 give you a 14-day right of withdrawal on most online purchases.

How that interacts with Aivont:

• You retain the full 14-day withdrawal right on subscriptions and top-ups before you start using the Service.
• By using the Service — sending a chat turn, generating speech, or consuming any credits — you expressly request immediate performance of the digital service and acknowledge that you waive the right of withdrawal in respect of credits that have been consumed. This is permitted under Article 16(m) of the Directive.
• The Aivont 14-day money-back guarantee in §1 is more generous than the bare statutory minimum (it still applies even after some credit consumption, up to 20%), so consumers in the EU/UK get the better of the two.

EU consumers also have access to the European Commission's Online Dispute Resolution platform for cross-border purchases.

Where your original purchase included VAT, GST, sales tax, or similar, any refund includes a proportional refund of that tax. Receipts and refund confirmations may show separate lines for the subtotal refund and the tax refund — that's normal accounting practice and doesn't change the total amount returned to you.

We may update this Refund Policy. If we make material changes that reduce existing protections (shortening a window, narrowing eligibility), we'll notify active subscribers by email at least 30 days in advance. Changes that expand protections (longer windows, more eligible cases) take effect immediately. The "last updated" date at the top of this page always reflects the version in force.

A purchase you made under a previous version is governed by the policy as it stood at the time of that purchase, for the duration of its applicable window.

Refunds + general support: [email protected]
Unauthorized charges + security: [email protected]
Legal + escalation: [email protected]

This policy is part of, and should be read alongside, our Terms of Service (specifically §5 Billing and §6 Refunds + chargebacks) and our Privacy Policy.