Refund Policy

1. Scope

This Refund Policy applies to subscriptions, plan upgrades, and credit packs purchased directly from MixVio. It forms part of our Terms of Service.

If a purchase is offered through a third-party marketplace or reseller, that seller’s refund process applies. Nothing in this policy limits a refund, withdrawal, cooling-off, or other consumer right that cannot lawfully be limited.

2. Standard refund eligibility

Unless applicable law requires otherwise, MixVio offers one standard refund review per account for the first paid subscription purchase. Meeting the criteria below makes a request eligible for review; it does not guarantee approval.

• First paid subscription only: the request must concern the account’s first successful paid subscription charge (Starter, Pro, or Ultra). Renewals, later subscriptions after a prior paid term, and plan changes that are not that first charge are outside this standard path.
• 7-calendar-day window: submit the request within 7 calendar days after that first subscription charge.
• Usage cap: no more than 100 credits funded by that first paid term may have been used, and no generation using those credits may remain reserved or in progress.
• One review per account: the standard first-purchase path is available once per MixVio account and does not reset after a later purchase, upgrade, cancellation, or new subscription.
• Credit packs: pack purchases are outside the first-purchase subscription path. A pack may be reviewed only when none of its credits have been used, reserved, transferred, or expired, and only when an exception in section 3 applies.

“Used” credits include credits settled for a completed generation. Credits reserved by a queued or processing request are treated as in use until the request safely fails or is canceled and the reservation is released.

Plan upgrades and renewals are not covered by the standard first-purchase window. They may still be reviewed under section 3 for an unused renewal reported within its review window, verified billing errors, unauthorized charges, material MixVio service failures, or a refund required by applicable law.

3. Billing errors and other exceptions

We may review the following outside the standard criteria:

• a verified duplicate charge or incorrect charge amount;
• an unauthorized charge reported promptly so we can secure the account and investigate;
• an unused subscription renewal reported within three calendar days after the renewal charge, provided no credits funded by that renewal have been used, reserved, transferred, or expired and no generation or download has used paid access from the renewed term;
• a paid feature that was materially unavailable because of a verified MixVio error and could not be restored or otherwise remedied;
• MixVio terminates a paid Service without cause, materially and adversely reduces the overall functionality of a paid plan, or permanently discontinues a core paid feature, in which case an approved refund may be limited to the unused prepaid portion; or
• a refund or withdrawal required by the law that applies to the purchase.

These situations are reviewed using payment records, credit-lot lineage, generation state, and account-security information. We may request reasonable evidence needed to verify the issue.

Changing or replacing an individual model does not by itself qualify as a material reduction when the paid plan continues to provide substantially similar overall functionality.

4. Purchases that are generally not refundable

A refund will generally not be approved when:

• the request is not for the account’s first paid subscription charge, arrives after the 7-calendar-day window, or the account has already used the one-time first-purchase review path, and no exception under section 3 applies;
• more than 100 credits funded by that first paid subscription term have been used;
• any credits from the relevant credit pack have been used, reserved, transferred, or expired;
• a completed AI generation is usable but does not match a subjective style, quality, or creative preference;
• credits expired under the terms shown at purchase, or the request concerns free, promotional, referral, or other non-purchased credits;
• access was restricted or terminated for fraud, payment abuse, or a material violation of our Terms or Acceptable Use Policy, to the extent permitted by law.

AI generation is probabilistic. A successful Output is not automatically refundable because it differs from a prompt or expectation. A qualifying failed or safely canceled generation releases its reserved credits; that credit release is not a cash refund.

5. Cancellation is different from a refund

Canceling a subscription stops future renewal. Paid access normally continues through the current billing period, and cancellation does not automatically refund the current or a previous charge.

Credit packs remain subject to their original expiration after a subscription is canceled. To prevent another renewal, cancel through the billing portal before the renewal date. A cancellation request does not replace a separate, timely refund request.

Media retention is also separate from a cash refund. Paid classified creations may remain accessible after cancellation while your account remains active, subject to storage limits, user deletion, and legal or safety requirements, as described in the Terms of Service and Privacy Policy. Retention access is not a cash refund and does not create a refund entitlement for unused credits or prior subscription fees.

6. How to request a refund

Email support@mixvio.ai from the address associated with your MixVio account. Use “Refund request” as the subject and include:

• the account email address;
• the order or invoice number, if available;
• the charge date and the plan, upgrade, or credit pack purchased;
• the reason for the request and any relevant billing details.

Do not email a password, authentication code, full card number, private prompt, uploaded media, or signed asset URL. We may ask you to verify account ownership before discussing a purchase.

7. Review and payment processing

We aim to acknowledge a complete request within three business days. Complex billing, fraud, dispute, or credit-lineage reviews may take longer. We will notify you whether the request is approved, denied, or needs more information.

If approved, we aim to submit the refund to the original payment method within five business days. After submission, the payment provider or bank will usually need an additional five to ten business days for the refund to appear. Exchange-rate differences, bank charges, and payment-provider processing times are outside MixVio’s control.

Partial refunds are exceptional and require manual review. We do not promise a proportional refund based only on unused credits because a subscription can include access and benefits in addition to credits.

8. Effect of an approved refund

An approved refund may revoke unused credits issued by the refunded payment, cancel a pending request when safe, and pause or end the subscription, upgrade, or other benefits funded by that payment.

When an upgrade depends financially on an earlier refunded payment, related credits or future grants may be paused while the payment lineage is reconciled. Billing and credit-ledger records may be retained as described in our Privacy Policy.

9. Payment disputes

Contact us first when practical so we can investigate a billing problem. If a bank or payment-provider dispute is already open, we will not issue a duplicate refund for the same charge. Credits and benefits funded by the disputed payment may be paused while the dispute is resolved.

This section does not limit your right to contact your payment provider or exercise a remedy available under applicable law.

10. Changes to this policy

We may update this policy to reflect changes to the Service, billing operations, or applicable law. We will update the date on this page and provide additional notice when reasonably required. A change does not reduce a mandatory right that applied when you made a purchase.

11. Contact

Refund and billing questions can be sent to support@mixvio.ai.