Refund Policy

Zivdeo is pay as you go. You top up a prepaid balance in US dollars and each generation is paid from it. There are no subscriptions and no recurring charges, so there is nothing to cancel: if you stop using Zivdeo, you are never charged again.

Our order process is conducted by our online reseller Dodo Payments, who is the Merchant of Record for all our orders and handles payment, tax and invoicing. Refunds are paid by Dodo Payments to the payment method you used, together with the matching share of any tax charged.

When you start a generation we reserve its maximum price. If the generation fails for any reason, the whole reserved amount goes back to your balance automatically and you pay nothing. When a generation succeeds for less than the reserved amount, the difference goes back at once.

Our automated checks are built to catch mistakes, but they can miss one. If a delivered result has a defect, tell us within 14 days of the generation at support@zivdeo.com with its generation ID and what is wrong. Defects include, for example:

• text, a price, a number or a contact detail that differs from what you entered;
• a product, vehicle or property that is visibly altered when the use-case promises to keep it as photographed;
• a result that is corrupted, blank or clearly not what the use-case describes.

If we confirm the defect, we credit the price of that generation, and of any revisions you ran to fix the same defect, back to your balance. Disliking a creative choice (layout, background, style) is not a defect; use a revision to change it.

Within 14 days of buying a top-up, you can ask for the unspent part of it back as money. We refund the lesser of the top-up amount and your current paid balance; balance you have already spent on generations is not refunded.

After 14 days, top-ups are non-refundable, but your balance stays in your account, does not expire while your account is open and you can keep using it.

Promotional or trial balance that we grant for free is never refunded or exchanged for money.

If we discontinue Zivdeo, terminate your account without cause, or you close your account because you do not accept a material change to our Terms, we refund your unused paid balance. If we close an account for a breach of our Terms or for fraud, the Terms decide what, if anything, is refunded.

Email support@zivdeo.com from the address on your account. Include the order number from your receipt (for a top-up) or the generation ID (for a defect). We answer within two business days. Once approved, money refunds usually reach you within 5–10 business days, depending on your bank.

Please contact us before disputing a charge with your bank. We can usually fix a problem the same day, while a chargeback takes weeks. An account may be paused while a dispute is open, as our Terms explain.

Zivdeo is a service for businesses. If mandatory law nevertheless treats you as a consumer, this policy does not limit the rights that law gives you. Each generation is performed immediately at your request; by starting it you ask us to perform it at once and, to the extent the law allows, acknowledge that any right to withdraw from that generation ends once it is complete. The unspent part of a top-up stays refundable for 14 days as described above.