BILLING
Refund and Cancellation Policy
This policy explains subscription cancellation, credit restoration and how to request a payment review.
Last updated: 3 November 2026
1. Cancel a subscription
Open My account and choose Cancel plan. Cancellation takes effect at the end of the period already paid for, and no new subscription charge is made after that. Your plan benefits continue until that date, and the credits in your balance when the plan ends remain usable: the plan credits left then become top-up credits, which no renewal replaces, not even that of a plan you choose later. You can undo a scheduled cancellation before the period ends.
2. Failed generations
If a chargeable generation fails, Ginvid keeps completed work where possible. If you choose to start over, the credits reserved for that failed generation are restored automatically. A refused or unsupported request is not completed work; contact support if the displayed balance is wrong.
3. Refund requests
For a duplicate charge, unauthorised payment, billing error or service that was not delivered, email support with the account email, payment date and reason. Do not send card details. Approved refunds are returned through Stripe to the original payment method; bank processing time can vary. A refunded payment takes back the credits it bought, up to the balance left, and a refunded plan is set not to renew.
4. Unused plans and credits
Stopping use or forgetting to cancel does not by itself create a refund. However, mandatory consumer rights always apply. If you are an EU/EEA consumer and want to exercise a right of withdrawal, contact us within 14 days of purchase. We will assess the request under applicable law, including whether immediate digital performance was requested, what has already been supplied or consumed and any consent required by law. At checkout you ask Ginvid to make your credits available right away and acknowledge that your right of withdrawal ends once you start using them; Stripe's checkout page says so, as does the invoice for a credit pack. While a plan renews, each renewal replaces the plan credits left unused: they do not roll over. Plan credits left when a plan ends become top-up credits and remain on the active account.
5. Statutory rights
This policy does not exclude remedies for a faulty digital service, an unauthorised payment or any right that cannot legally be limited. We may ask for information needed to identify the transaction and account before acting.
Contact
Eventarena AB, company registration number 559200-7214, VAT number SE559200721401. Friluftsvägen 29, 172 40 Sundbyberg, Sweden. Email: support@ginvid.ai.