Legal · Refunds
Fair terms, stated plainly.
This page summarizes when Rivolq refunds subscription fees. It is a plain-language summary — the binding text is the Terms of Service, and if anything here differs from the Terms, the Terms control.
Guarantee
14 days
Full refund on first annual purchase
Default
Billed in advance
Non-refundable except as stated
Cancel
30 days’ notice
Stops the next renewal charge
Pro-rata
6 cases
Prepaid, unused fees returned
01Money-back guarantee
14 days on your first annual purchase.
If your first purchase of a paid subscription is on an annual billing term, you can cancel within 14 days of the purchase date and receive a full refund of the subscription fees for that initial term, less charges for 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. Subscriptions purchased under a negotiated order form follow that order form instead, unless it says otherwise. The binding wording is in Terms §6, Subscriptions, Trials, and Fees.
To use it, contact support through live chat or a ticket within the 14-day window, with the invoice number from Settings → Billing → Invoices.
02The default rule
Fees are billed in advance and don’t come back — cancelling stops the next charge.
Outside the guarantee, subscription fees are billed in advance and are non-refundable, except where the Terms expressly provide a refund or applicable law requires one. Cancelling 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.
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, under Settings → Billing → Change plan. Price changes are announced at least 30 days ahead and only take effect at your next renewal — you are never charged a new price mid-term.
Upgrades and added seats are prorated immediately. Downgrades and removed seats take effect at the next billing cycle with no mid-cycle refund. Metered add-ons (AI credits, SMS, overage storage) are charged as consumed and are not refundable once used. Trials require no payment, so nothing is charged if a trial ends without a paid plan.
03Pro-rata refunds
Six cases where prepaid, unused fees come back.
In each case below, the Terms provide a refund of prepaid, unused fees for the remainder of the then-current term, calculated pro-rata from the effective termination date and issued to the original payment method.
04Requesting a refund
Billing errors are fixed. Everything else starts with a ticket.
If you believe you were charged in error — a duplicate charge, charges after a confirmed cancellation, or seats billed after deactivation — contact support with the invoice number. Confirmed billing errors are corrected with a credit or refund to the original payment method, separately from the policy cases above.
To request a refund under this policy:
- Gather the invoice number (Settings → Billing → Invoices) and the reason, citing the applicable case above.
- Contact support via live chat or email support@rivolq.com. Enterprise billing admins can also reach their account contact.
- Where the Terms require written notice (such as objecting to a Terms change), email legal@rivolq.com so the notice date is on record.
Approved refunds are issued in the currency you were billed in. For the step-by-step help-center version of this policy, see Refunds and Cancellations.
