Refund Policy

Last updated: May 10, 2026

We want you to get real value from Envisio. This page explains exactly when a purchase is refundable, when it is not, and how to request a refund. Token-level refunds for failed generations are described separately in section 2.

1. Eligibility window

You can request a refund of the purchase price within 14 days of the original transaction, provided you have not consumed more than the per-plan threshold of tokens listed below:

• Custom (one-time, 30 tokens): fewer than 3 tokens consumed.
• Standard (subscription, 100 tokens / month): fewer than 10 tokens consumed in the current billing period.
• Professional (subscription, 500 tokens / month): fewer than 25 tokens consumed in the current billing period.

Tokens automatically credited back from a failed generation (see section 2) do not count toward the consumed total.

2. Failed generations: 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. This applies regardless of plan or eligibility window.

3. Eligible reasons for a monetary refund

Within the window in section 1, we will refund a purchase if:

• a technical failure on our side prevents you from accessing the service you paid for and we cannot resolve it within a reasonable time;
• you were charged twice for the same purchase (duplicate charge);
• the transaction was unauthorised — for example, a charge made without the account-holder’s knowledge.

4. Not eligible

The following are not refundable:

• change of mind once tokens have been consumed beyond the per-plan threshold in section 1;
• dissatisfaction with the style, mood, or detail of AI outputs — the product is built around unlimited regeneration, and we automatically credit failed generations back to your balance;
• subscription billing periods that have already elapsed; cancelling mid-cycle stops the next charge but does not refund the current period;
• accounts terminated by us for cause under our Terms or Acceptable Use Policy.

5. How to request a refund

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

• the order or subscription ID (visible on your receipt);
• the purchase date;
• the reason for the request.

We acknowledge requests within 5 business days. Approved refunds are issued to the original payment method and typically arrive within 5–10 business days of approval, depending on bank processing.

6. Chargebacks

Please contact support@envisio.design before filing a chargeback — in most cases we can resolve a billing concern faster than your bank can. Filing a chargeback in place of a support request may result in suspension or termination of your account, and any unspent tokens may be forfeited. Disputed accounts remain suspended until the chargeback is resolved.

7. 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.

8. Contact

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