Refunds and Cancellations

This article summarizes Rivolq's refund position in plain language. The binding text is the Terms of Service; if anything here differs from the Terms, the Terms control.

The 14-day money-back guarantee

If your first purchase of a paid subscription is on an annual billing term, you can cancel within 14 days of the purchase date for a full refund of the subscription fees for that initial term, less any metered usage already consumed (such as AI credits or SMS). The guarantee applies once per customer and only to the first paid term, not to renewals, upgrades, or added seats. Enterprise subscriptions purchased under a negotiated order form follow that order form instead, unless it says otherwise. To use it, contact support via live chat or a ticket within the 14-day window, with your invoice number from Settings, Billing, Invoices.

The default rule

Outside the guarantee, subscription fees are billed in advance and are non-refundable, except where the Terms expressly provide a refund or where applicable law requires one. Canceling mid-term does not generate a refund for the unused portion: you keep access until the end of the paid term, and the subscription simply does not renew.

Cancelling a subscription

Paid subscriptions auto-renew for successive terms equal to your current term. To avoid being billed for the next term, give notice of non-renewal at least 30 days before the current term ends. You can change or cancel your plan under Settings, Billing, Change plan; Enterprise customers with a signed order form should follow the notice terms in that order form. After cancellation takes effect you can export your data; see the data retention windows in Data Privacy and GDPR.

Upgrades, downgrades, and seats

Upgrades and added seats are prorated immediately, so you only pay for the remainder of the cycle. Downgrades and removed seats take effect at the next billing cycle with no mid-cycle refund. Metered add-ons such as AI credits, SMS, and overage storage are charged as consumed and are not refundable once used.

When you are entitled to a pro-rata refund

The Terms provide a pro-rata refund of prepaid, unused fees in these specific situations:

• Rivolq terminates your subscription mid-term without cause (no refund is due if Rivolq terminates for your breach).
• A product change materially reduces the functionality of your paid plan during a paid term and you choose to terminate.
• Rivolq breaches the service warranty and cannot correct the problem within a reasonable time.
• The Service becomes the subject of an intellectual-property infringement claim and Rivolq chooses to terminate rather than modify the Service or procure rights.
• Rivolq makes a material change to the Terms that adversely affects you, and you terminate by written notice before the change takes effect.
• Under the Data Processing Addendum, you object to a new sub-processor on reasonable data-protection grounds, the objection cannot be resolved, and you terminate the affected portion of the Service.

In each case the refund covers prepaid, unused fees for the remainder of the then-current term, calculated pro-rata from the effective termination date.

Price changes and renewals

Rivolq gives at least 30 days' notice of pricing changes, and new pricing only takes effect at your next renewal. You are never charged a new price mid-term; if you do not accept the new price, give notice of non-renewal before the term ends.

Billing errors and duplicate charges

If you believe you were charged in error (a duplicate charge, charges after a confirmed cancellation, or seats billed that were deactivated before the cycle started), contact support with the invoice number from Settings, Billing, Invoices. Confirmed billing errors are corrected with a credit or refund to the original payment method; this is separate from the policy cases above.

Trials

Trials do not require payment, so no refund questions arise: if a trial ends without a paid plan being selected, access is reduced until billing is resolved and nothing is charged. See Plans, Trials, and Feature Access.

How to request a refund

1. 01Gather the invoice number (Settings, Billing, Invoices) and the reason, citing one of the cases above where applicable.
2. 02Contact support via live chat or a ticket; billing admins can also reach their account contact on Enterprise plans.
3. 03For terminations that require written notice under the Terms (such as objecting to a Terms change), email legal@rivolq.com so the notice date is on record.

Approved refunds are issued pro-rata to the original payment method. Refunds are paid in the currency you were billed in; any taxes already remitted are handled per local tax rules.