Refund Policy

Last updated: July 2026

This policy explains when we refund payments for Clavid. It forms part of our Terms of Service.

1. Who processes refunds

Our order process is conducted by Paddle.com, our online reseller and Merchant of Record. Paddle takes the payment, issues the invoice, and executes any refund back to your original payment method.

You can request a refund either by emailing us at billing@clavidai.com or by contacting Paddle directly through the link on your receipt. Either route works; emailing us is usually faster because we can check your account usage at the same time.

2. The principle behind this policy

Clavid spends real money on your behalf the moment you generate a video — AI models, voice synthesis, and rendering all incur costs that we cannot recover. Our policy therefore turns on one question: have the credits been used?

  • Unused credits — refundable, as set out below.
  • Used credits — not refundable, because the work has been done and the cost incurred.

3. Statutory withdrawal right (EEA and UK consumers)

If you are a consumer in the EEA or the UK, you normally have 14 days to withdraw from a distance contract for digital services.

When you purchase a plan or credit pack, you are asked to consent to immediate access and to acknowledge that you lose your right of withdrawal once you begin using the service. If you have consented and have already generated content, the statutory right no longer applies.

If you have not used any credits, you may withdraw within 14 days for a full refund, no reason required. Email billing@clavidai.com.

Consumers elsewhere — including in Türkiye under the Distance Contracts Regulation — have equivalent rights, and nothing here limits any statutory right you have.

4. Subscriptions

Cancelling. Cancel any time from your account settings. Cancellation stops future renewals. You keep access and your remaining plan credits until the end of the period you have already paid for.

Mid-period cancellation. We do not refund the unused part of a period you have started, and plan credits do not roll over into the next period. Cancel before your renewal date to avoid the next charge.

First-period refund. If you subscribe and decide within 14 days that Clavid is not for you, we will refund that period in full provided you have used no more than 10% of the period's credits. This is deliberately more generous than the strict statutory position — we would rather you tried the product than hesitated.

Renewals you did not intend. If you were charged for a renewal you meant to cancel, contact us within 7 days of the charge. If you have not used credits from that new period, we will refund it in full and cancel the subscription.

Upgrades and downgrades. Upgrades take effect immediately and are prorated. Downgrades take effect at your next renewal; we do not refund the difference mid-period.

5. Top-up credit packs

Top-up credits are consumable digital goods.

  • Fully unused pack, requested within 14 days of purchase → full refund.
  • Partially used pack → not refundable, because credits are drawn from a single balance and we cannot reliably separate a used pack from an unused one.

If you have bought a pack by mistake and have not touched it, tell us and we will sort it out.

6. Failed generations

We distinguish between the system failing and the result not being what you hoped for.

A system failure — a provider outage, a render crash, a timeout, a corrupted output file, or any other technical error on our side or a provider's — is our problem. The credits are automatically restored to your balance. If they are not, email support@clavidai.com and we will restore them manually. This applies regardless of your plan or how long ago it happened.

Dissatisfaction with a completed generation — the script is not the angle you wanted, the voice does not fit, the visuals are not to your taste — does not qualify for a credit restore. The generation succeeded and the cost was incurred. This is what the editor is for: you can review scenes, replace images, and regenerate for the applicable credit cost.

We recognise the line can be blurry. If a completed video is so degraded that it is unusable — silent audio, mismatched narration, blank scenes — treat it as a system failure and contact us. We will look at the job logs and restore the credits if the pipeline misbehaved.

7. What we do not refund

  • Credits that have been consumed by successful generations.
  • Subscription periods already largely used.
  • Accounts terminated for breach of the Terms of Service, including abuse of the Free plan through multiple accounts.
  • Charges older than 60 days, except where a longer period is required by law.
  • Dissatisfaction with the creative quality of a technically successful output.

8. How to request a refund

Email billing@clavidai.com with:

  1. the email address on your Clavid account;
  2. the Paddle order or receipt number;
  3. a one-line reason.

We aim to respond within 2 business days. Approved refunds are issued by Paddle to your original payment method and typically appear within 5–10 business days, depending on your bank.

9. Chargebacks

If something has gone wrong, please contact us before disputing the charge with your bank. Chargebacks cost us a fee regardless of the outcome and take weeks to resolve, whereas we can usually fix the problem the same day. We reserve the right to suspend accounts with an open chargeback until it is settled.

10. Changes

We may update this policy. The version in force at the time of your purchase is the one that applies to it.

11. Contact

Billing and refunds: billing@clavidai.com Technical issues: support@clavidai.com