Refund Policy

Scope

This policy forms part of our Terms of Service. Zelvune Team provides support at support@zelvune.com, for zelvune.com. New purchase confirmations identify the applicable policy version. Changes do not retroactively remove rights under earlier purchases or their applicable renewal terms. In particular, the prior three-day policy remains relevant to purchases governed by that version; support will check the purchase date and confirmation record.

Personal Reasons Normally Do Not Qualify

We normally do not provide cash refunds for changing your mind, mistakenly choosing a clearly disclosed plan, forgetting to cancel, having no time, leaving credits unused, not downloading accessible results, or subjective dissatisfaction with an otherwise delivered AI output. There is no unconditional satisfaction guarantee or general seven-day no-reason refund promise. Free or promotional credits have no cash redemption value.

Exceptions and Consumer Rights

Contact us about incorrect or duplicate charges, charges after effective cancellation, non-delivery, service defects, unauthorized payments or a statutory refund right. We assess the circumstances and provide the remedy required by applicable law. Mandatory consumer and payment-dispute rights prevail over this policy. Agreement to these terms alone does not waive a digital-content withdrawal right; all applicable legal conditions must be met separately.

Delivery and Failed Generations

Delivery requires successful generation and an accessible result. A success label without an accessible result is not proof of delivery. Not downloading an accessible result does not make a delivered generation unused. Report inaccessible results to support for investigation and an appropriate remedy.

Generation credits are deducted when a task is submitted, including queued tasks. Failed tasks return their charged credits to the original source, subject to its expiration and payment restrictions. This is a credit return, not a cash refund, new purchase or expiry extension. If a return is missing, contact support. Cash-refunded or disputed funding does not become spendable again through a failed task.

Subscriptions and Cancellation

Plans show the amount, currency and renewal interval before payment. Annual subscriptions charge the actual annual total upfront; any monthly equivalent is illustrative. Annual credits are issued together for that paid year. One-time packs do not renew.

Cancel before renewal in Settings → Billing to stop future charges. Contact support if you cannot access cancellation. Cancellation normally retains the current paid period and does not itself provide a refund of unused time or credits.

Approved Refunds and Disputes

Only successful cash refunds permanently restrict the corresponding refunded share. While a refund is pending or requires payment details, we may temporarily reserve the corresponding credits so they cannot be spent before the outcome; a failed or canceled refund releases that temporary reservation and leaves no permanent refund restriction. A full refund removes all remaining credits and paid benefits for that order, including subsequently returned failed-task credits. Other valid purchases remain intact.

For a partial refund, restricted credits equal ceil(purchased credits × successful refunded amount ÷ actual payment amount). Restrictions are capped at the affected purchase and never automatically empty the entire account or create a debt against another order. We disclose the approved amount and affected rights; different adjustments required by law or historical terms receive manual review.

A dispute can temporarily restrict the disputed share of credits and the benefits of that purchase. Winning restores still-valid rights while preserving any separate successful refund restriction. Losing only part of the payment does not automatically cancel the remaining paid benefits. Refunds and disputes affecting the same amount are not counted twice. Full reversal of the current period stops future renewal when safely attributable; an older-period reversal does not cancel a newer valid paid period.

Requests and Review

Email support from your account email with the order number, purchase date, product and reason. Do not send full card numbers, passwords or security codes. We normally respond within five business days. Approved refunds normally return through the original payment method, with processing time determined by the payment provider; failed transfers require follow-up rather than a promise of receipt.

Tell us about any refund or bank dispute already in progress or paid, so we can reconcile it and prevent duplicate reimbursement. We do not require withdrawal of a dispute as a condition of exercising rights. Good-faith requests are not abuse. Fabricated claims, stolen payment methods and multiple-account evasion may lead to proportionate restrictions and review, not automatic penalties for every dispute.