Legal Documents

Refund & Cancellation Policy

We strive for complete customer satisfaction. This policy outlines our refund process for digital credits and AI-powered insights.

Last Updated: February 5, 2026

Policy Overview

3-5 Days

Refund Processing Time

Fair Policy

Customer-First Approach

Full Refund

For Service Failures

Digital Credits Refund Policy

Important Notice

Digital credits are generally non-refundable once purchased, as they are immediately available for use. However, we offer refunds in specific circumstances outlined below.

When You CAN Get a Refund:

Payment Processing Errors

You were charged multiple times for a single purchase, or credits were not added to your account after successful payment

Service Failures

AI insight generation failed due to technical issues on our end, and credits were deducted without providing the insights

Accidental Purchase (Within 24 Hours)

You purchased credits by mistake and haven't used any of them. Request must be made within 24 hours of purchase.

Platform Malfunction

Extended service downtime (more than 48 hours) prevented you from using purchased credits

When You CANNOT Get a Refund:

Credits Already Used

You've already spent the credits to generate insights (even partially)

Dissatisfaction with AI Insights

You're unhappy with the quality or accuracy of AI-generated insights. (See our AI Disclaimer)

Change of Mind (After 24 Hours)

You no longer want the credits after the 24-hour accidental purchase window

Account Termination (Your Violation)

Your account was suspended or terminated for violating our Terms of Service

Insight Generation Failures

If you encounter an error while generating insights and your credits were deducted:

Automatic Credit Restoration

In most cases, credits are automatically restored to your account within 10 minutes if the AI processing fails.

If this doesn't happen, please contact support with your chat ID and we'll investigate immediately.

Technical Failures (Our Fault)

Full credit refund or restoration

Server errors
AI model unavailability
Database connection issues

User-Side Issues (Not Our Fault)

Credit restoration on case-by-case basis

Invalid chat file format
Corrupted chat data
Network disconnection during upload

Partial Refunds

In exceptional circumstances, we may offer partial refunds for credit packages:

Eligibility for Partial Refunds

1You purchased a large credit package (250+ credits)
2You've used less than 20% of the credits
3You have a legitimate reason (e.g., platform doesn't support your chat format, medical emergency)
4Request made within 14 days of purchase

Partial refunds are calculated based on unused credits minus a processing fee. Each case is reviewed individually.

Refund Processing Timeline

1-2 Days

Request Review

We review your refund request and verify eligibility

3-5 Days

Refund Processing

Funds are returned to your original payment method

5-10 Days

Bank Processing

Your bank or card issuer reflects the refund (varies by institution)

Note: Total time from refund approval to money in your account is typically 3-15 business days, depending on your payment method and financial institution.

Chargeback Policy

Please Don't File Chargebacks Without Contacting Us First

Chargebacks hurt small businesses and often result in additional fees. We're committed to resolving issues fairly and quickly.

Our Chargeback Process:

1. Contact Us First

Email us at relivchats@gmail.com with your issue. Most disputes can be resolved within 24-48 hours.

2. Investigation

If a chargeback is filed, we'll provide evidence to your bank showing proof of service delivery (transaction records, account activity logs, insights generated).

3. Consequences of Fraudulent Chargebacks

Chargebacks filed for services that were properly delivered may result in permanent account suspension and potential legal action to recover costs.

Legitimate Chargebacks: We understand chargebacks may be necessary for unauthorized transactions or fraud. In such cases, please still notify us so we can investigate and improve security.