Refund Policy

The short version

Graphivo sells digital content: credit packages, bought once or billed monthly. A package's credits and downloads last 30 days; a monthly plan's downloads last while it is paid. Purchases are final once the credits are delivered, except where the law gives you other rights. Your free credits let you see, refine and edit designs before you buy, so you can check exactly what you are getting.

When a purchase is delivered

A credit package, and each paid month of the monthly plan, is delivered when the credits are added to your account and your downloads start. This happens right after your payment is confirmed. The end of a period of downloads is not a fault and not a reason for a refund: files you downloaded keep their license.

Your right of withdrawal (consumers in the EU, EEA and UK)

If you are a consumer in the EU, EEA or UK, the law generally gives you 14 days to withdraw from an online contract. For digital content, this statutory right ends once delivery starts, if you have expressly asked for immediate delivery and acknowledged that you lose your right of withdrawal as a result. At checkout we ask for this request and acknowledgment, and we confirm it in your order confirmation email.

If the right of withdrawal still applies to your purchase, you can withdraw by sending a clear statement to support@graphivo.com. Details and a model withdrawal form are in section 9 of our Terms of Service.

Faulty files

If a file is missing, corrupt or does not match the description of your package, contact us. We will fix the problem or replace the files, and where the law requires it, we will refund you. This does not limit your statutory rights for defective digital content. If an image cannot be generated, its credit is returned to your account automatically.

Because you can see, refine and edit designs with your free credits before you buy, a change of mind about a design itself is not a fault.

Unused and expired credits

Credits expire: free credits after 30 days, credits from a package (Starter, Pro or Studio) 30 days after purchase, and credits from the monthly plan at the end of the billing period for which they were added. Unused or expired credits are not refunded, except where the law requires it. Your account shows the expiry date of all your credits. If you have a question about your credits, contact us at support@graphivo.com.

Cancelling the monthly plan

You can cancel the monthly plan at any time in your account, through our payment provider's customer portal. The cancellation takes effect at the end of the billing period you have already paid for, and the plan does not renew after that. Months already paid are not refunded, except where the law requires it. The month you paid for keeps its credits, downloads and extras until it ends.

Charged twice or charged the wrong amount

If a technical error charged you twice for the same purchase or charged an obviously wrong price, contact us and we will correct it.

How to contact us

• Email support@graphivo.com from the email address you used for the purchase, with your order number (it is in your confirmation email).

When a refund is issued

Where a refund is due, the money goes back to your original payment method. It typically appears within 5 to 10 business days, depending on your bank or card issuer. Refunds are made in the currency you paid in; we cannot control exchange-rate differences applied by your bank.

• The unused credits from the refunded purchase are removed from your account.
• The download period of the refunded purchase ends. Other active purchases keep theirs.
• The license of files downloaded under the refunded payment ends, as set out in the Logo License. You must stop using those files and delete them. Files downloaded under other payments keep their license.
• Your designs stay in your account as watermarked previews.

Chargebacks

Please contact us before you dispute a payment with your bank; most problems are solved faster that way. A chargeback has the same effect as a refund. A chargeback on a monthly plan payment also cancels the plan.

Questions

Write to support@graphivo.com. We are happy to help.