Refund and Cancellation Policy

This policy applies to everything you buy from TVN Global Limited (trading as LUVI Creator, company number 15019980, 82a James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom) through www.luvicreator.com: pay-as-you-go credits, plans that include credits, and metered storage. It forms part of our Terms of Use. Payments are processed by Stripe.

If you are a consumer, the rights in this policy are in addition to your statutory rights, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing here reduces them.

Credits are added to your account the moment your payment succeeds and can be spent immediately. Every generation shows its credit cost before you confirm it; the final charge is settled against the model provider's actual price and is never more than the quote. A generation that fails is not charged.

3.1If you are a consumer, you may cancel a credit purchase within 14 days of the purchase and receive a full refund, provided that none of the credits from that purchase have been spent.

3.2Credits are a digital service that begins the moment you spend them. When you confirm a generation, you expressly request that we start performing the service during the cancellation period and you acknowledge that, once any credit from a purchase has been spent, you lose the right to cancel that purchase.

3.3The following acknowledgement is shown at checkout and must be ticked before a purchase can be completed:

I understand that credits are added to my account immediately. I can cancel this purchase and get a full refund within 14 days as long as I have not spent any of these credits. By spending a credit I ask LUVI to start the service straight away and I accept that I lose my right to cancel this purchase.

3.4To cancel, email support@luvicreator.com from your account email within the 14 days, stating the purchase date and amount. You do not have to give a reason. We will refund within 14 days of your request to the payment method you used.

3.5Business customers (anyone buying in the course of a trade, business, craft or profession) do not have a cancellation right under this section.

We refund, in credits or to your original payment method at our choice, where:

• a payment was taken but the credits were not added to your account within 24 hours;
• you were charged twice for the same purchase;
• a generation was charged but produced no result, or a persistent technical fault on our side prevented the Services from performing as described, and support could not fix it;
• we withdraw a model or feature you paid credits specifically for and no reasonable equivalent is available, in which case we refund the unspent credits attributable to it; or
• the law requires it.

We do not refund because a generated result is not what you hoped for. Generative models are probabilistic; what you pay for is the generation, not a guaranteed outcome. Check the model page, the prompt guidance and the quoted price before you confirm.

Requests go to support@luvicreator.com with your account email, the date and the generation or invoice reference. We answer within 5 business days.

5.1A plan renews automatically at the end of each billing period until you cancel. You can cancel at any time from your account page. Cancellation stops the next renewal; your plan, and the credits included in the current period, remain available until the period ends. We do not refund the unused part of a period.

5.2Consumers may cancel a newly purchased plan within 14 days of the first payment for a full refund, provided no credits included in that plan have been spent; section 3.2 applies to plan credits in the same way.

5.3If we change a plan's price, we will tell you at least 30 days before the change takes effect. If you do not agree, cancel before the next renewal and the old price applies until then.

5.4Promotional discounts and promo codes apply to the periods stated in the offer and have no cash value.

6.1If we make a material change to the Terms of Use or the Services that you do not accept, you may close your account within 30 days of the notice and we will refund the unspent credits you bought in the 90 days before the notice.

Storage above the free 10 GB is charged monthly, in advance, only if you opted in, at the rate shown in your account. The charge for a month that has started is not refunded. Turn the option off in your account to stop future charges; if your balance cannot cover the charge, uploads are paused and your content is never deleted for non-payment.

If you delete your account, we will refund unspent credits you bought within the previous 14 days on request under section 3. Older unspent credits, bonus credits and promotional credits are not refunded: they are forfeited when the deletion becomes permanent at the end of the 14-day grace period described in the Terms of Use, and the deletion screen says so before you confirm. Restoring the account within the grace period restores the credits. If we close your account for a serious breach of the Terms, no refund is due.

Credits we grant free of charge, including sign-up credits, plan bonuses and promo-code credits, have no cash value and are never refunded.

If you dispute a charge with your card issuer instead of contacting us, we may suspend your account while the dispute is investigated. Please contact support first; most problems are solved within a day.

Refunds go to the payment method you used. Card refunds usually appear within 5 to 10 business days depending on your bank; we are not responsible for your bank's processing time. Refunds in credits appear in your balance immediately.

support@luvicreator.com · billing@luvicreator.com

TVN Global Limited, 82a James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom