1. General Refund Policy
ViViDly subscription payments are generally non-refundable, as we provide immediate access to a digital service upon payment. Exceptions are described below.
This policy complies with the Consumer Protection Act, 2019 (India) and Razorpay's payment dispute resolution guidelines.
2. Eligible Refund Scenarios
Automatic / Full Refund Eligibility:
| Scenario | Refund | Evidence Required | Processing Time |
|---|---|---|---|
| Duplicate / double charge for the same period | 100% | Both transaction IDs | 5–7 business days |
| Unauthorized transaction (account compromised) | 100% | Police complaint / bank fraud report | 7–14 business days |
| Charge after confirmed cancellation | 100% | Proof of cancellation date | 5–7 business days |
Discretionary / Case-by-Case Refunds:
| Scenario | Refund | Condition |
|---|---|---|
| Accidental purchase (first-time subscriber) | 100% | Must request within 24 hours |
| Service unavailable consecutively for >72 hours | Pro-rated for downtime | Outage confirmed by our team |
| Significant service degradation (>50% feature failure) | Up to 50% pro-rated | Case-by-case review |
3. Non-Refundable Situations
- Change of mind after 24 hours of purchase
- You exceeded your message limit and want a refund for remaining period
- Dissatisfaction with AI output quality (AI responses are inherently non-deterministic)
- You accidentally chose the wrong plan (we offer upgrades/downgrades instead)
- Account suspended due to Terms of Service violations
- Failure to cancel before the auto-renewal date
- Promotionally discounted or free subscriptions
- Gift subscriptions once redeemed
4. Refund Process — Step by Step
- Submit Request: Email support@vividappstudio.com with Subject: "Refund Request — [Order/Transaction ID]". Include: account email, Razorpay transaction ID, reason, and any screenshots.
- Review: Our team reviews your request within 3 business days.
- Decision: If approved, refund is initiated via Razorpay. If declined, we explain why and offer alternative resolutions.
- Processing: Credit to your original payment method:
| Payment Method | Refund Timeline |
|---|---|
| Credit / Debit Card | 5–10 business days (bank dependent) |
| UPI | 3–5 business days |
| Net Banking | 5–7 business days |
| Wallet | 1–3 business days |
5. Cancellation
Cancel anytime via Settings → Plan → Cancel Subscription or email support@vividappstudio.com. Cancellation stops future billing; access continues to end of paid period. Your data is preserved after cancellation.
6. Chargeback Warning
7. Consumer Rights
Nothing in this policy limits your statutory rights under the Consumer Protection Act, 2019 (India) or other applicable consumer protection legislation. If you believe your statutory rights have been violated, you may contact your local consumer protection authority.
↩️ Request a Refund
Email: support@vividappstudio.com
Subject: Refund Request — [Order ID]
Response within 3 business days