Refunds
The 7-day period, how to open a request, what's reviewed, and what happens to credits when a refund is approved.
Updated on
This page summarizes the policy. The document that counts is the Terms of Use, section 10.
The deadline: 7 days
Because this is an internet purchase, you can withdraw within 7 calendar days from the purchase, with a return of the amount paid — it's the right to regret under consumer protection law (similar to GDPR right of withdrawal).
In practice, that's also the deadline for the form: refund requests for a credit purchase are opened within the 7-day window from purchase. Outside it, the form won't accept it, and the message is direct: "Request deadline expired (7 days)".
How to request
- In the menu, open Support and click New ticket.
- In Subject type, choose Refund.
- In Reload, select the purchase (the list shows the most recent completed reloads).
- If you want, enter the Requested amount; leaving it blank, the request considers the refundable amount of the purchase.
- Describe what happened and click Create ticket.
You can follow progress in your ticket list. When the issue is subscription billing (not reload), open a ticket in the Billing or subscription category describing the case.
What happens next
- The request goes through support review — it's not automatic.
- The refundable amount is limited to what hasn't already been refunded from that purchase.
- Already-consumed credits may be considered in the review of the amount to return.
- If the refund is approved, the corresponding credits are reversed from your balance.
- The chargeback is executed by Stripe, to the same card you made the purchase with.
Note: how long the chargeback takes to appear on your bill depends on your card issuer — Nivo doesn't set that, and we can't promise a number of days.
Two things that aren't refundable
- Reload credits that expired (30 days). They're not refunded or converted to money.
- Credits left over when you delete your account. Deletion doesn't generate automatic refunds; if you have a purchase within the 7-day window, open the ticket before deleting.
Technical failure that used credits
That's not a money refund case, it's a credit reversal case. In most failures the reversal is automatic and the screen itself warns that credits weren't consumed. If the balance still doesn't come back, open a ticket in Technical issue saying which exercise and which tool — support can restore the credits for that case.