Refund Policy
Short version: failed runs are always refunded in credits; money is refunded for unused purchases within the window below.
Effective 2026-10-01 · Operated by [Operator legal name] · Questions: support@tanvo.ai
1. Failed generations
If a run fails for a technical reason — the model errors, times out, or returns nothing — its credits go back to your balance automatically, usually within a minute. You do not need to ask. Runs blocked by content moderation are never charged. A run that completes is charged even if you are unhappy with the result; generation is probabilistic and we show the cost before you start.
2. One-time credit packs
A pack can be refunded in full within 7 days of purchase if none of its credits have been used. If some credits were used, we refund the unused portion at the price per credit you paid, within the same 7-day window. After that, pack credits remain yours and never expire, but are not refundable.
3. Subscriptions
First period. If you cancel within 7 days of your first payment and have used fewer than 10% of that period’s credits, we refund the payment in full. Otherwise the first period is not refunded.
Renewals. Renewals are not refunded; cancel before the renewal date in Settings → Billing to avoid the next charge. Your plan keeps working until the end of the period you paid for, and credits granted for that period stay usable until they expire.
Yearly plans. Credits are granted monthly. If you cancel a yearly plan, we refund the months not yet started at the monthly rate of your plan, less any credits already granted and used beyond the current month, within 7 days of the cancellation request.
4. Free and promotional credits
Sign-up, check-in, referral and promotional credits have no cash value and are never refunded or paid out.
5. How to request a refund
Email support@tanvo.ai from your account email with the order date and amount. We answer within 5 business days. Approved refunds go back to the original payment method through Stripe; banks typically take 5–10 business days to show them. Refunded credits are removed from your balance; if the balance would go negative, further generation pauses until it is topped up.
Chargebacks filed without contacting us first may lead to account suspension while we investigate.
6. Statutory rights
Nothing here limits refund rights you have under consumer law where you live, for example the 14-day withdrawal right in the EU and UK for digital content not yet used. [Operator legal name], [Registered address].