Payments are final, with exactly one exception: a charge we got wrong
Money questions answered in the order people ask them. Sections 2 and 3 are the important ones: what the single exception is, and exactly what happens if you raise a claim.
The short answer
Payments to CLVIX are final. We do not offer refunds, money-back guarantees, trial periods that are refunded afterwards, or credit for videos you did not like. There is exactly one exception: a charge we got wrong. That is covered in section 2, and the full step-by-step of how it is handled is in section 3. We do promise four things: you can cancel at any time to stop future charges, a failed generation is never charged, a charge we got wrong is always dealt with, and every billing claim gets a written decision. All prices are in US dollars. If your card is in another currency, your bank converts the charge and may add its own fee — that fee is between you and your bank, and we cannot refund it.
A refund can only ever be considered for one of these four situations, and only where the evidence shows it: • Charged twice for the same thing — two charges for one plan period or one credit pack. • Charged after you cancelled — a charge that landed after your cancellation was confirmed. • A charge you did not authorise — someone else used your card, or you never made this purchase. • A genuinely exceptional circumstance that the evidence proves, such as a platform fault that charged you for a video that was never delivered. What is never refundable: • Changing your mind, or not using the credits you bought. • Not liking a video, or not getting the views or results you hoped for. • Forgetting to cancel before a renewal. Cancel before the renewal date and nothing further is charged. • Unused time after a plan change or downgrade. • A top-up pack once the credits are on your account, or a watermark removal once it is applied. • Bank conversion fees or your bank's own charges. A claim is reviewed, not granted. Refunds are exceptional, they are decided on evidence, and a refund is never automatic. Raising a claim does not pause your plan, your credits or any future charge — cancel separately if you do not want to renew.
1. You raise it. The fastest route is Account → Report a billing issue (clvix.ai/billing-claim). The AI assistant sends you to the same form, and emailing help.clvixai@gmail.com works too. All three create a tracked claim with a reference like RF-8K3P1. 2. You give us the charge details: the date, the amount, and the Stripe receipt, charge id or payment link if you have it. Attach a screenshot of the receipt or the statement line. Claims with evidence are decided in days; claims without it usually cannot be decided at all. 3. We acknowledge within one business day, with your reference and what happens next. 4. If something is missing we ask for it in one message, and the claim waits for you. 5. We check the charge against Stripe ourselves — the charge, the amount, whether a second charge exists, whether a cancellation was confirmed before it. 6. We give a written decision within five business days of having everything we asked for. 7. If approved, the refund goes back to the payment method used for that order. We cannot send it to a different card or account. It reaches your bank in 5–10 business days, and your bank may take a further 3–7 days to show it. 8. If declined, we tell you why in writing. Your statutory rights are unaffected — section 9. You can see every claim you have raised, and its current state, on the same page.
An approved refund corrects the money. It does not cancel anything else. • A duplicate or unauthorised charge is repaid, and the plan or credits you legitimately hold are untouched. We do not downgrade an account because we refunded a charge we got wrong. • If what you were charged for was a renewal you had already cancelled, the refund ends that period's access, because it should never have existed. • Refunded credits are removed if they were bought with the refunded payment and have not been used. Credits you paid for with a different, valid payment stay on your account. • Refunds do not affect your free allowance, your history or your saved videos. Nothing about a refund restores an allowance that has already been used.
A chargeback is not a refund request, and we cannot approve or decline one. If you dispute a charge with your card issuer, Stripe takes the money back immediately and charges us a dispute fee, whether or not our policy says payments are final. While a dispute is open we may pause the plan, the credits and the access that payment bought, and we submit our evidence to the bank: the checkout record, the purchase confirmation email, and the usage on the account. That is slower than talking to us, and it can end with the plan removed even when the charge was correct. Please raise a claim first — if we got it wrong, we will put it right faster than a bank will.
Yes, at any time, from Account → Manage subscription (this opens Stripe's secure billing portal), or by emailing help.clvixai@gmail.com and asking us to do it. Cancelling stops all future charges. You keep access to everything you have already paid for until the end of the current period, and then your account moves to the free plan. We do not refund the unused part of a period.
• Renewals: each renewal pays for the period ahead and is not refundable. Subscriptions renew automatically until you cancel, so cancel before the renewal date. The date is shown on Account → Manage subscription. • Price changes: we give at least 30 days' notice and the new price applies from your next renewal. A price change is not a refund event; cancel before it takes effect if you do not want it. • Upgrades: the difference is charged immediately and the new plan starts at once. It is not refundable. • Downgrades and monthly ↔ yearly switches: the change takes effect immediately, nothing is charged that day, the lower price applies from your usual billing date, and nothing is refunded for the part of the cycle you have paid. • Top-up packs (100 credits for $5, 500 for $20, 1,500 for $50) are one-time purchases on paid plans only. They are not refundable once the credits are added — but if you paid and the credits did not appear, tell us and we fix it straight away; a credit that never arrived is a charge we got wrong. • Watermark removal is a one-time purchase for a single video and is not refundable once applied, including if you later delete the video or your account.
If a generation fails for a reason within our control, the credits it used are returned to your account automatically. You are never charged for a video we did not deliver. Credits are not refunded because you do not like the result — you can regenerate within your allowance instead. A generation that silently failed and still charged you is exactly the kind of thing section 2 covers, so raise a claim.
Nothing in this policy overrides rights you have as a consumer under the law of your country. UK and EEA consumers normally have 14 days to withdraw from a distance purchase. CLVIX is digital content supplied immediately: when you subscribe or buy credits, you ask us to start straight away and you accept that the 14-day right to withdraw ends once supply has begun — which is when you first generate a video or spend credits. That does not affect your rights if the Service is faulty, not as described, or not provided with reasonable care and skill. If something is wrong, raise a claim or contact us and we will repair, re-perform or refund where the law requires it. If we cannot put it right within a reasonable time, you may be entitled to a price reduction, which we pay as a refund to your original payment method. Where the law gives you a refund and this policy does not, the law wins.
We update this policy when our products or the law change. The version on this page, with its date, is the one that applies, and a change never affects a decision we have already made on a claim.
Billing claims: Account → Report a billing issue (clvix.ai/billing-claim), or email help.clvixai@gmail.com with "Billing" in the subject and the email on your account. We aim to reply within one business day.
Other policies
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