Refund & Cancellation Policy

Last updated: 17 June 2026

This policy explains how cancellations and refunds work for Naravid subscriptions and credit top-ups. Payments are processed by our merchant of record, Paddle, and Paddle's buyer terms also apply.

1. How refunds work — the core rule

Naravid sells credits that you spend on AI generation. Every time you generate something — a scene image, narration, caption alignment, or a final render — that credit pays in real time for computation we buy from third-party AI providers. That cost is immediate and irreversible: once a credit is spent, we have already paid for it and cannot recover it.

So our rule is simple and matches how the AI industry handles this:

• We can only refund credits that are still in your balance and unused — because to refund them, we remove that exact number of credits from your account. A refund and the credits are two sides of the same coin.
• Spent credits are non-refundable. Once a credit has been used to generate content, it has paid for non-reversible AI compute and cannot be returned.

This mirrors the standard policy across credit-based AI tools (for example, ElevenLabs, Runway, and Midjourney), which refund only purchases where credits remain unused.

2. No free trial

There is no free trial and no automatic free credits. New accounts start at zero credits, and you only ever pay for credits you choose to buy. We never charge you for usage you didn't purchase, which is why protection here centers on unused credits rather than a trial period.

3. Refund eligibility for unused credits

• If you request a refund within 14 days of a purchase and the corresponding credits are still unused, we will refund that purchase and deduct those unused credits from your balance.
• If you have already spent some of the credits from that purchase, only the still-unused remainder may be eligible, at our discretion — the spent portion is not refundable.
• This applies to both subscription credits and one-time top-ups.

4. Cancelling a subscription

You can cancel any time from your Naravid billing settings. When you cancel:

• Your plan stays active until the end of the current billing period — you keep access and any unexpired credits until then.
• You are not charged again; the subscription simply does not renew.
• We do not provide pro-rated cash refunds for the remainder of a billing period. The unused-credit rule in Section 3 still applies within 14 days of your most recent charge.

5. Billing errors and service faults

If you were charged in error, charged twice, or were unable to use the Service because of a fault on our side, contact us within 14 days of the charge and we will make it right — including a full or partial refund where appropriate, regardless of credit usage.

6. Your consumer rights

Nothing in this policy limits any statutory refund or withdrawal right you have under the consumer law of your country (for example, the EU/UK 14-day cooling-off right). However, for digital content like ours, that right is waived for any credits you have spent once you begin generating: by starting a generation you give your express consent to begin the service immediately and acknowledge that you lose the withdrawal right for the credits consumed. Unused credits remain refundable within the cooling-off window per Section 3.

7. How to request a refund

Email tambongsterling@gmail.com from the address on your account, including your name and the approximate date and amount of the charge. We aim to respond within 3 business days. Approved refunds are issued to your original payment method via Paddle without undue delay.

8. Chargebacks

If something looks wrong with a charge, please contact us first — we can almost always resolve it faster than a bank dispute. Accounts with fraudulent chargebacks may be suspended.

9. Contact

Questions about billing? Email tambongsterling@gmail.com.