This Refund Policy is part of the Terms of Use and applies to every paid Auvie plan bought on the web. It says when you can get your money back and how to ask for it. Nothing here limits the rights you have under the consumer law of your country; where the law gives you more, the law applies.
1. Who sells to you
When you buy an Auvie plan on our website in Brazil, you buy from Indaband Brasil Plataforma Digital LTDA, which operates Auvie, provides the service and its support, and handles refunds. Your payment is processed on our behalf by a third-party payment processor.
When you buy outside Brazil, you buy from Dodo Payments (Dodo Payments Inc. and its affiliates), our authorised reseller and Merchant of Record. Dodo Payments charges you, issues your receipt and returns the money to your payment method when a refund is approved; Indaband still provides the service and its support, and this policy, the 14-day window included, applies to your purchase in the same way. A subscription bought outside Brazil before Dodo Payments became our reseller is still refunded by Indaband.
Purchases made through an app store are sold by that store. Section 4 says how each case is handled.
2. The 14-day window
You can ask for a full refund of any charge, for any reason, within 14 days of the date it was made. This applies to your first payment and to every renewal payment. You do not need to tell us why.
After the 14 days, charges are not refunded, except where the law of your country requires it (section 5). Cancelling your plan stops the next charge; it does not, on its own, refund the one already made. See clause 1.6 of the Terms for how cancellation works.
A failed or unsatisfactory result from an AI feature is, as the Terms explain in clause 1.14, an expected part of using the service and is not by itself a reason for a refund. The 14-day window exists so you can change your mind; it does not depend on the quality of any output.
3. What happens after a refund
When a charge is refunded, the paid plan it paid for ends at once and your account returns to the free plan, subject to the free plan's limits then in force. Your projects and content are not deleted for that reason. The money goes back to the payment method you used, normally within 14 days of approval; the exact timing depends on your bank or card issuer.
4. How to ask for a refund
- Bought on our website: manage your subscription from "My plan" in your account, or write to support@auvie.ai from the email of your account, with the date of the charge.
- Bought through an app store (Apple App Store, Google Play): the store's own refund rules and process apply, and the request is made to the store.
If you bought outside Brazil, from Dodo Payments, the same two paths apply: we approve the refund under this policy and Dodo Payments, as the seller, makes it. You can also ask Dodo Payments directly, at the support address in your receipt email or in its customer portal at customer.dodopayments.com.
If you believe a charge was made in error, write to support@auvie.ai first; most cases are resolved faster that way than through a chargeback, and during a chargeback review your access may be suspended.
5. Your statutory rights
Consumer law may give you rights beyond this policy, and those rights prevail. In particular:
- In the European Union, the European Economic Area, Switzerland and the United Kingdom you may withdraw from a purchase within 14 days of the transaction without giving a reason, under the conditions set by your local law.
- In Brazil, under article 49 of the Código de Defesa do Consumidor, you may cancel a purchase made outside a physical store within 7 days of the contract or delivery.
- Other countries have their own statutory windows, and where your local law gives you more than this policy, your local law prevails.
Where this policy and a mandatory right differ, the one that protects you more applies.
6. Abuse
We may decline a refund, or close an account, where there is evidence of fraud, repeated refund requests used to obtain the service for free, or a chargeback filed without first contacting us.
7. Changes
We may update this policy. The version in force is the one published here on the date of your charge, with the effective date shown at the top. Changes do not apply to charges already made.
If you have any question about a charge, write to support@auvie.ai.