Refund Policy

Purchases are processed by Creem as our merchant of record. Creem may appear on your bank statement and may help process tax, invoices, subscription management, and eligible refunds.

You can cancel a Pro Monthly or Pro Yearly subscription from the billing portal. Cancellation stops future renewals, but access remains active until the end of the current paid billing period unless a refund or legal requirement changes that status.

If you believe a web purchase was accidental, duplicated, or did not work as expected, contact us within 14 days of purchase. We review requests case by case and follow applicable consumer protection laws.

Oriveo Pro is a software subscription. It does not include AI/API usage fees, model credits, or subscriptions from OpenAI, Anthropic, Google, or other model providers. Those provider charges are billed separately by the provider and are not refundable by Oriveo.

AI Balance is a prepaid balance that can be spent only on Oriveo AI hosted requests. It is not a cash account: it cannot be withdrawn, transferred to another account, given to another person, or converted back into cash. It has no expiry mechanism and stays on your account until you spend it.

AI Balance is bought separately from Oriveo Pro and Lifetime. Those plans are software licences and include no AI usage, model credits, or AI Balance, so cancelling or refunding a plan does not change your balance, and refunding a top-up does not change your plan.

Where you bought a top-up decides who handles the refund. Top-ups bought through web checkout are processed by Creem, top-ups bought inside the iOS app are processed by Apple through the App Store, and top-ups bought inside the Android app are processed by Google through Google Play. Contact us first and we will point you to the right channel.

A top-up bought through web checkout falls under the same 14-day window as other web purchases, but the amount we can refund is limited to the part of that top-up which was credited to your account and is still unspent. Balance you have already spent on Oriveo AI requests cannot be refunded, because those requests have already been served.

Because a top-up is digital content delivered immediately, buying one is an express request that we begin performance straight away, so the balance is credited and usable at once. You acknowledge that this means you lose the statutory 14-day right of withdrawal available to consumers in the EU and EEA for the part of the top-up you have already spent. Any part that is still unspent is not affected and can still be refunded as described above. Your other non-waivable consumer rights are unaffected.

When a top-up is refunded, revoked, or charged back, the corresponding amount is reversed out of your AI Balance. If a reversal leaves your AI Balance below zero, Oriveo AI stays unavailable until that shortfall is cleared or offset, for example by a later top-up. This is a condition for using Oriveo AI, and we do not ask you to pay the shortfall separately. Requests that were already answered are not reversed.

Email [email protected] with the email used at checkout, the Creem order or transaction ID if available, and a short reason for the request. We may direct you to Creem when Creem needs to complete the refund process. For a top-up bought inside the iOS or Android app, include the store receipt or order number instead, and we will tell you whether Apple or Google has to complete the request.