Refund Policy
Last updated: 7 May 2026
This Refund Policy explains when and how funds paid for the Nexvy service (the "Service") can be returned. It forms an integral part of the Public Offer.
1. Nature of the service
The Service is a digital (non-tangible) service. A subscription or credit package is deemed rendered at the moment access is activated or credits are added to the balance, which happens automatically immediately after payment.
Spent credits (used for completed generations) are non-refundable, as the corresponding service has been provided.
2. When a refund is granted
The Provider will consider a refund request in the following cases:
- Duplicate charge — the same amount was charged more than once for the same order;
- Verified technical failure — a confirmed failure on the Provider's side that prevented use of the paid Service and could not be remedied within a reasonable time;
- Unused balance — for a subscription or credit package where the credits have not yet been spent, calculated pro rata for the unused part;
- Unauthorized transaction — confirmed by the cardholder and the payment provider.
3. How to request a refund
Send a request to the contact email below with the order/transaction details (date, amount, account email). The Provider reviews requests within 10 business days.
Approved refunds are returned to the same bank card (or other payment method) used for the original payment. The time for funds to arrive depends on the acquiring bank and the card issuer.
4. Contact
Refund requests and billing questions: [email protected].