Refund Policy

Last updated: April 19, 2026

We want you to get real value from Envisio. This page explains how token refunds work, when we refund purchases, and how to ask for one.

1. Free Tokens

Every new account receives a free starting balance of tokens so you can try the service before buying. Free tokens are not exchangeable for cash.

2. Automatic Token Refunds

If a generation fails for a reason on our side — the AI provider errors, the job is cancelled, or we fail to store the output — we automatically credit the token back to your balance. No action is needed from you. You can also cancel a generation yourself while it is still in flight and the token will be refunded.

Automatic refunds apply to tokens only. Monetary refunds for the plans you purchased follow the rules below.

3. One-Time Purchases (Custom plan)

If you purchased the Custom one-time token pack and you have not yet spent any of the tokens it added, you can request a full refund within 14 days of the purchase date. Once even one of the purchased tokens is spent, the pack is considered used and is non-refundable.

4. Subscriptions (Standard & Professional)

You can cancel a subscription at any time from your Paddle customer portal. Cancellation takes effect at the end of the current billing period, after which no further charges will be made. You keep access and tokens until that period ends.

For the very first subscription payment on a given plan, we honour a 7-day refundif you have not spent more than 10 tokens of the plan’s monthly allocation. After the first period, renewal charges are generally non-refundable, but we will review exceptional cases (for example, an unintended renewal you surface within 48 hours).

5. How to Request a Refund

Email support@envisio.app from the address associated with your Envisio account and include:

• the Paddle order / subscription ID (see your receipt);
• the reason for the request (optional, but it helps us improve);
• the purchase date.

We aim to process refund requests within 5 business days. Approved refunds are returned through Paddle to the original payment method. Bank processing times may add several extra days.

6. Paddle as Merchant of Record

All payments are processed by Paddle, who acts as our merchant of record. Paddle handles tax, invoicing, and refund disbursement. You will see “Paddle” (or similar) on your card statement.

7. Chargebacks

If you have a billing concern, please reach out to us first — we can usually resolve it faster than a chargeback. Accounts with an unresolved chargeback may have their access suspended until the dispute is settled.

8. Statutory Rights

Nothing in this policy removes consumer-protection rights you have under the law in your country. Where local law grants a longer cooling-off period or stronger right to refund, we honour it.

9. Contact

Questions about this policy? Email support@envisio.app.