REFUND & DELIVERY POLICY

Last Updated: March 1, 2026

This Refund & Delivery Policy ("Policy") explains (i) how digital services/credits are delivered and (ii) the conditions under which refunds may be available for purchases made through our Merchant of Record (MoR) (e.g., Paddle) for Ovina (the "Service").

This Policy should be read together with our Terms of Service and Privacy Policy.

1. Digital Delivery (Instant Provisioning)

1.1 No physical shipment

Ovina provides digital services only. We do not ship physical goods.

1.2 What you receive

Purchases on Ovina may include:

• Subscriptions (monthly/yearly access and Subscription Credits), and/or
• Credit Packages (Package Credits).

1.3 Delivery method and timing

After your payment is successfully processed by the MoR:

• Subscription status is activated (or renewed), and/or
• Credits are allocated to your account,

instantly and automatically, typically within minutes.

1.4 How to verify delivery

You can confirm delivery by:

• logging into your account dashboard, and
• checking your subscription status and credit balance.

1.5 Delivery issues

If you were charged but your credits/subscription were not provisioned:

• contact us at info@ovina.ai with the email used for your account and the MoR receipt/transaction reference (if available).
• we will investigate and, if a system issue is confirmed, we will either provision the missing credits/access or coordinate a remedy via the MoR (see Section 2.3).

2. Refunds and Cancellations

2.1 Merchant of Record handling

All payments are processed by our MoR (e.g., Paddle). The MoR:

• collects payment,
• calculates and adds applicable taxes at checkout based on your billing location,
• and issues receipts/invoices.

Any approved refund, if applicable, is generally issued via the MoR and may be subject to the MoR’s terms and payment method processing timelines. (For example, Paddle’s buyer terms describe exceptions to cancellation rights for digital content once downloading/streaming/acquiring has begun.)

2.2 General policy (digital service)

Due to the digital nature of the Service and immediate, non-recoverable compute costs incurred when a generation request is processed, we generally do not offer refunds for:

• subscription fees,
• purchased credit packages,
• unused credits,

once the Service has been accessed/performed or credits have been used.

2.3 Limited exception: provisioning / technical failure (unused)

Refunds may be considered only in limited cases where:

• you were charged, but credits were not added or subscription access was not activated due to a verified technical error, and
• the affected credits remained completely unused.

In these cases, our default remedy is to promptly provision the missing credits/access. If provisioning is not possible within a reasonable time, we may coordinate a refund or other remedy through the MoR.

2.4 Subscription cancellations (no pro‑rata)

You can cancel a subscription at any time (typically via account settings). Unless required otherwise by applicable law or MoR policy:

• cancellation prevents future renewals,
• cancellation takes effect at the end of the current billing period,
• no pro‑rated refunds are issued for the remaining period.

2.5 EU/UK consumers – right of withdrawal (digital content)

If you are an EU/UK resident, consumer law may provide a 14‑day right of withdrawal for distance contracts.

However, for digital content/services, this right is generally lost once performance begins when you have expressly consented to immediate performance and acknowledged the loss of the right.

By purchasing and using Ovina’s digital Service, you expressly consent to the immediate performance of the Service and acknowledge that you will lose your right of withdrawal once the download or use of the digital content has begun.

2.6 Chargebacks and payment disputes

If a payment dispute/chargeback is initiated:

• we may suspend access while investigating,
• and if fraud or bad-faith disputes are detected, we may terminate the account and forfeit remaining credits to the extent permitted by law.

3. Pricing and Taxes

Prices displayed on Ovina may be exclusive of applicable taxes. The MoR will calculate and add the appropriate local taxes (such as VAT/GST/Sales Tax) at checkout based on your billing location.

4. Beta Notice

The Service is currently offered as a beta release. During beta, you may encounter bugs, downtime, or generation failures. This does not change our general refund policy above, but we will make reasonable efforts to resolve issues and restore functionality.

5. Contact

If you need help with delivery issues, cancellations, or questions about this Policy:

• Support Email: info@ovina.ai