1. Overview
Subscriptions and credit packs are sold through our authorized payment provider acting as Merchant of Record.
When you purchase a LipVox subscription or credit pack, the transaction is completed through our authorized payment provider acting as Merchant of Record. Refunds are issued back to your original payment method through that same provider. Whether a refund is available depends on the type of purchase, how many credits have been consumed, and whether top-up credits are still within their 12-month validity period and your subscription remains active.
2. Subscriptions
14-day refund window for the value of unused credits; consumed credits are not refundable.
You may cancel future renewals at any time from the billing portal once the product is available. Cancellation stops future renewals but does not by itself refund the current period.
- Within 14 days of a subscription purchase or renewal, you may request a refund for the value of any unused credits remaining in your balance, calculated at the per-credit price you paid.
- Credits already consumed are treated as digital services delivered and reduce the refundable amount accordingly; if all credits have been used, no refund is due.
- After the 14-day window, the current period and renewals are non-refundable except where applicable law requires otherwise.
- This is a voluntary policy offered in addition to, and it does not limit, any mandatory statutory rights (such as EU/UK consumer withdrawal rights) you may have.
3. One-time credit top-ups
14-day refund window; unused top-up credits expire after 12 months or when your subscription ends.
One-time credit packs are intended for active subscribers who need additional generation capacity. Top-up credits remain valid for 12 months from purchase, provided your subscription remains active. If your subscription ends or is cancelled, any remaining top-up credits will immediately expire and be forfeited. Within 14 days of purchase you may request a refund for the value of any unused and unexpired credits from the pack, calculated at the per-credit price you paid. Consumed credits are non-refundable, expired credits are not refundable except where applicable law requires otherwise, and if the pack has been fully used no refund is due. This policy does not limit any mandatory statutory consumer rights.
4. Failed generations
Verified system failures restore credits; subjective quality complaints are case by case.
If a generation job fails because of a verified LipVox system error, the consumed credits will be returned to your balance automatically or on request. Refund requests based solely on subjective output quality are reviewed on a case-by-case basis and are not guaranteed.
5. Abuse and chargebacks
Refund abuse, AUP violations, or chargebacks without contact may suspend access.
We may deny refund requests, suspend access, revoke credits, or investigate accounts where we detect fraud, repeated refund abuse, content that violates our Acceptable Use Policy, or payment disputes filed without first contacting support.
6. How to request a refund
Email support with your account email, receipt or transaction ID, and a short explanation.
Email support@lipvox.com with the email address associated with your account, your receipt or transaction ID, and a short explanation of your request.
Approved refunds are processed through our payment provider back to your original payment method. Processing times depend on your bank or card issuer.
7. EU and UK consumers
Your statutory 14-day withdrawal right, and how it interacts with immediate access to digital credits.
If you are a consumer in the EU or UK, you have a statutory right to withdraw from a purchase of digital content or services within 14 days. Because credits and generations are digital content supplied to you immediately, this right works as follows:
- By purchasing and asking us to make credits and generations available right away, before the 14-day period ends, you expressly consent to immediate performance and acknowledge that you lose the right of withdrawal once the service has been fully performed.
- If you withdraw before fully using the Service, any refund of the statutory withdrawal is reduced in proportion to the credits you have already used.
- Separately, and regardless of the statutory right, we voluntarily refund the value of any unused, unexpired credits within 14 days as described above in this Policy.
- Nothing in this Policy limits any mandatory consumer rights you have under the law of your country of residence.
