1. Overview
This Refund Policy explains when and how you can request a refund for VIVOSAI subscriptions and credit purchases. It complies with the Korean E-Commerce Consumer Protection Act, EU Consumer Rights Directive, and FTC consumer-protection guidance.
2. Subscription Plans
- 14-day cooling-off period: Within 14 days of your first subscription purchase, you may cancel for a full refund provided you have not consumed any credits. Once any credit has been spent on AI generation, the digital service is deemed delivered and the cooling-off right is forfeit (per Korean E-Commerce Act §17 ② and EU Directive 2011/83 Art. 16(m)).
- Pro-rated refunds for Korean users: Korean users may request a pro-rated refund under Korean law, calculated as follows:
- Within 7 days, partial use:
Refund = Paid amount − (Credits used × normal credit price) − (Days elapsed × daily rate) - After 7 days:
Refund = (Days remaining ÷ 30) × Paid amount − (Credits used × normal credit price) - Daily rate = Paid amount ÷ 30 days. If the result is ≤ 0, no refund is issued. See the Korean Refund Policy for full details.
- Non-Korean mid-cycle cancellation: You may cancel anytime; cancellation takes effect at the end of the current billing period.
- Auto-renewal: Subscriptions renew automatically until canceled. Cancel via Settings → Subscription at least 24 hours before the renewal date to avoid the next charge.
3. Credit Purchases (Top-up)
- One-time credit purchases are refundable in full within 7 days only if no credits from the purchase have been consumed.
- Partially consumed credit purchases are non-refundable.
- Credits expire 365 days after issuance and are non-transferable.
- Credits are virtual units redeemable only inside the Service; they have no cash value.
4. Service-Failure Refunds
We provide credit refunds when:
- An AI generation fails due to our infrastructure or a third-party model outage (credits automatically refunded upon failure detection).
- The output is blocked by our content moderation (credits refunded automatically).
- Verifiable billing errors (duplicate charge, wrong plan).
Refunds are issued to the original payment method within 7 business days.
5. Non-Refundable Cases
- Subjective dissatisfaction with AI-generated quality (output reflects the random nature of generative models; not a service defect).
- Credits consumed and accounts terminated due to violation of our Terms of Service or Content Policy.
- Forgotten cancellation after the cooling-off period (the auto-renewal charge is final).
- Currency-conversion differences imposed by your card issuer.
6. How to Request a Refund
- Open the in-app Refund Request form: /refund/request, OR
- Email contact@vivosai.com with subject "Refund Request — [Order ID]" and include: account email, transaction ID, date of purchase, and reason.
- We acknowledge within 2 business days and resolve within 7 business days.
7. Chargebacks
If you dispute a charge with your bank or card issuer without first contacting us, we may suspend your account pending investigation. We encourage direct resolution as it is faster and avoids dispute fees.
8. Cross-Border / Currency
Pricing is set in Korean Won (KRW). International users are charged the KRW amount; your bank may convert it at its own rate and add foreign-transaction fees. Refunds are issued in KRW to the original payment method; foreign-exchange variance between charge and refund is not reimbursed.
9. EU/UK-Specific Rights
EU and UK consumers retain statutory rights under the Consumer Rights Directive / Consumer Rights Act 2015. Nothing in this Policy limits those rights. The 14-day right of withdrawal is forfeit upon credit consumption (you expressly consent to immediate digital-service performance at checkout).