Refund Policy

Effective date: October 16, 2026

What this policy covers

This policy covers AIVane Hosted AI credit packs and the AIVane Pro subscription bought from your AIVane account. Payments are processed by Creem. The AIVane for Windows preview download is free. This policy does not apply to charges billed directly by a model provider under your own API key.

How to request a refund

Sign in to your AIVane account, choose the purchase in the Refund requests section and give a short reason. If you cannot use your account page, email support@aivane.net from the address used for the purchase and include your order number. Never send a password, API key or full card number.

Every request is reviewed. Our response target is within 3 business days, and your account page shows the status of each request. A request does not mean a refund has been issued.

How an approved refund is paid

Approved refunds are issued through Creem to the original payment method where supported. When a credit refund is approved, the matching unused credit is reserved so it cannot be spent while the refund is processed. The request shows as confirmed once the payment provider confirms the refund. Bank and payment-provider processing times vary.

Credit packs: 14 days, unused credit only

You may request a refund within 14 calendar days of purchase for the unused portion of a credit pack. A completely unused pack is eligible for a full refund. If some credit from that pack has been used, the eligible amount is proportional to the unused purchased credit at the price actually paid for that order, with applicable tax adjustments handled by the payment provider. When the refund is completed, the corresponding credit is removed from your account.

Credit that has already been used is not refundable. This includes credit that covered a negative balance: if your balance was below zero when you bought a pack, part of the new credit first settles that amount and counts as used. Welcome credit and other promotional credit have no purchase value and are not refundable. This does not restrict remedies for a defective service, an incorrect charge, or rights you have under applicable law. If you believe usage was charged incorrectly, contact us and we will investigate the corresponding usage records.

Missing delivery, duplicate or unauthorized charges

Contact us promptly if you were charged twice, did not receive purchased credit or Pro, or do not recognize a transaction. We will investigate and correct confirmed errors, including a refund where appropriate. These cases are not limited to the 14-day windows described here. If credit has not arrived, do not place another order to resolve the same purchase.

Credit packs do not renew

Hosted AI credit packs are one-time purchases. They do not renew automatically, and AIVane will not automatically top up your balance. Stopping use does not create another charge.

Pro subscription: cancel any time

AIVane Pro costs US$29 per month and renews automatically until you cancel. Cancel at any time from your AIVane account page; cancellation stops future renewals, and Pro stays active until the end of the period you have already paid for. You will not be charged again after cancelling.

You may request a full refund of your first paid Pro payment within 14 calendar days of that payment. Renewal payments are not refunded for a partly used month, except for duplicate, incorrect or unauthorized charges or where applicable law requires a refund. When a Pro refund is confirmed, the Pro access paid for by that payment ends.

Purchases through another store or provider

For any purchase made through an application store, that store's payment and refund process may apply. For transactions processed by Creem, the relevant checkout terms, Creem's buyer terms and applicable consumer law also apply. If a request cannot be resolved with AIVane, use the payment-provider contact shown on your receipt.

Nothing in this policy limits mandatory consumer protections. AIVane is an independently operated software product. Questions can be sent to support@aivane.net.