Refund Policy

This policy is part of the S.V.I. Terms of Service and covers plans, subscriptions and token packs bought online through our checkout. Services under a signed contract, including HandOfHands, follow that contract.

1. Who handles your refund

Online orders are processed by our authorised reseller, which is the Merchant of Record for the order: Polar Software, Inc. or Paddle.com Market Limited, as shown at checkout. When checkout shows Paddle, your order is processed by Paddle.com, which is the Merchant of Record for that order. The reseller is named on the checkout page and on your receipt. It sells to you, takes the payment, handles sales taxes, issues your invoice and issues any refund under this Refund Policy, to the original payment method where possible. Its buyer terms and refund policy also apply.

To request a refund, use the link in your receipt e-mail, write to support@svi-ai.com from your account e-mail, or contact the reseller directly (Paddle orders: paddle.net). The seller of the Services is SVI LLC, Republic of Armenia.

2. Refund of the first payment

You may ask for a full refund of your first payment for a plan, a subscription or a token pack within 14 days of that payment, if by the time of your request you have used no more than 10% of the SVI Tokens it included (the volume of your scale or of the pack). No explanation is needed. The condition is checked automatically against our usage records (Terms, section 7).

If more than 10% has been used, this section does not apply and the purchase counts as used. Sections 4 and 7 apply in any case.

The first-payment refund is available once per customer. A new account, another payment method or a repeat purchase after a refund does not open it again.

Ask through the link in your receipt e-mail, through the reseller, or at support@svi-ai.com. The reseller returns the money to the original payment method where possible.

3. Renewals and cancellation

• You can cancel at any time in your account or through the link in your receipt. The next period is then not charged, and you keep access until the end of the period already paid.
• Renewal payments and later purchases are not refunded, except in the cases of section 4 and where mandatory law requires it (section 7).
• An upgrade or a change of plan does not start a new 14-day period.
• A refund obtained by fraud or abuse, for example with someone else’s payment details, may be refused or reversed.

4. Refunds at any time

Whatever the date, you get a refund for:

• A duplicate or mistaken charge, once verified.
• Unauthorised use of your payment method, confirmed and reported within 30 days of the charge.
• A paid Service that was not delivered because of a technical failure on our side, if we cannot fix it or restore your tokens within a reasonable time.
• Termination without your fault: if we end your paid plan for reasons other than your breach or a legal requirement, or discontinue the Services as a whole, you get the unused prepaid part back pro rata (Terms, section 14).

5. What is not a ground for a refund

Outside the 14-day window and the cases above, none of these gives a right to a refund: unused tokens or an unused plan, tokens that have expired, forgetting to cancel, AI output that is inaccurate or not to your liking (Terms, section 4), results or revenue you expected, actions of agents under your settings, or changes, limits and outages of third-party services you connected.

If you can, try the free start or test offered for the product before you pay.

6. After a refund

Access to what was refunded ends. Unused tokens from that purchase are cancelled. Any gift, bonus or promotion given because of that purchase, including a free Mai period, ends as well.

Refunds are normally returned within 14 days of approval. Your bank's own fees and exchange-rate differences are outside our control.

7. Your rights under mandatory law

Nothing in this policy limits a right that the law of your country does not allow to be limited. Where the law gives you more, the law applies.

Consumers in the EU, EEA and UK. You have a statutory right to withdraw from the contract within 14 days of its conclusion without giving a reason. If you asked for the Services to start during the withdrawal period and then withdraw, the price is refunded minus an amount in proportion to what was provided until you told us of your withdrawal, measured by the share of SVI Tokens used (Article 14(3) of Directive 2011/83/EU and the national laws implementing it). If the service has been fully provided with your prior express consent and your acknowledgement that you then lose the right of withdrawal, for example a token pack used in full, the right no longer applies (Article 16(a)). To withdraw, use the link in your receipt or the reseller’s customer portal, or write to support@svi-ai.com. A clear statement is enough.

Faulty or undelivered services. Your statutory rights to have the service put right, or to a price reduction or refund, are not affected.

8. Anything beyond this policy

We or the reseller may grant a refund, a partial refund or a token credit in other cases. That is a one-off decision at sole discretion, considering the product, the reason and the usage. It creates no obligation, no right to the same treatment later and no change to this policy. The reseller may also refund on its own decision under its terms, including to prevent a payment dispute; access then ends as in section 6.

9. Chargebacks

Please contact us or the reseller first: most problems are solved faster that way. This policy does not limit your rights with your card issuer. While a chargeback is open we may suspend the account, and we or the reseller may give the issuer and the card network the order, acceptance and usage records that relate to the dispute. If the chargeback is decided in our favor or withdrawn, the amount remains due.

10. Changes

We may update this policy. The version in force on the date of your purchase applies to that purchase.

Questions: support@svi-ai.com