Refund procedure for subscriptions and message packages
This page defines the procedure for submitting a refund request for a subscription or message package in the Ainvero service, as well as the rules for calculating the refund amount depending on the actually used part of the digital service.
Request submission period
The user may submit a refund request within 14 calendar days from the date of purchasing the subscription or message package.
Refund method
Refunds are made using the same payment method that was used for the purchase, unless otherwise separately agreed between the user and the service.
Effect of the refund
After the refund is confirmed, access to the subscription or the unused part of the message package is terminated.
Processing time
After the request is confirmed, the refund is processed within a reasonable period, usually up to 14 calendar days. The actual time for the funds to be credited may depend on the user's bank or payment system.
Refunds for subscriptions
The refund amount for a subscription is calculated in proportion to the unused part of the current paid subscription period.
Formula for calculating the cost of 1 subscription day:
cost of 1 subscription day = subscription price / number of calendar days
in the current paid subscription period
Formula for calculating the refund amount:
refund amount = cost of 1 subscription day × number of unused days
in the current paid period
If the user has already used the subscription during the current billing day, that day is considered fully used and is not included in the refund amount calculation.
Refunds for message packages
The refund amount for a message package is calculated based on the number of unused messages in the purchased package.
Formula for calculating the cost of 1 message:
cost of 1 message = message package price / number
of messages in the package
Formula for calculating the refund amount:
refund amount = cost of 1 message × number of unused
messages
A message is considered used from the moment the request is actually sent to the AI model within the service.
How the start and end of a subscription day are determined
For refund calculation purposes, a billing subscription day is used instead of a calendar day from 00:00 to 23:59, and it begins at the moment the subscription is activated.
For example, if a user pays for a subscription on January 10 at 14:34, then the current billing subscription day lasts from 14:34 on one day to 14:34 on the next day, and the subscription remains active until February 10 at 14:34.
Important notice
This refund policy is an internal procedure of the service and does not limit the mandatory rights of the user as a consumer under Ukrainian law, in particular in cases where the digital service is not provided or does not comply with the contract terms or legal requirements.
To submit a refund request, the user must go to the menu “Subscriptions and Messages” → “Refunds”. After that, the request will be automatically registered and sent for processing.
Additionally, the user may be asked to provide an optional explanation for the reason for the refund.