Refund policy

1. Completely unused purchases

A purchase whose credits have never been actually used and are all available can be refunded in full. The ordinary policy does not impose a fixed request window while the purchase remains completely unused. The refund is based on the actual original charge, including the tax refunded with that purchase, rather than a different package’s unit price.

2. Purchases that have been partly used

Once any credits from a purchase have been used for an approved tool submission or a promotion that has started, that purchase is not eligible for an ordinary refund of its remaining credits. For example, buying 20 credits for USD 100 and using 1 credit does not entitle you to a USD 95 refund of the other 19 credits. A separate, completely unused purchase can still qualify.

Credits are allocated from the oldest available purchase first. A service can use credits from several purchases, affecting each purchase’s eligibility. A later service-related credit adjustment does not erase previous actual use.

3. Reserved and returned credits

Credits reserved for a pending review or future promotion are unavailable for a cash refund until the reservation is resolved. A rejected submission or promotion cancelled before its start returns its reserved credits and does not count as actual use.

Promotions that have started count as use. If the platform cannot fulfil the remaining promotion time, a proportionate credit return addresses that unserved period; it does not automatically make the original purchase completely unused. A service-related credit return and a refund to your payment method are different actions.

4. How to request a refund

Sign in, open Billing and select the eligible purchase’s full-refund action. Provide a reason to help us handle the request. If the button is unavailable or you need to exercise a statutory right, email hi@aitrovex.com with your account email and order reference. Never send a full card number, card security code, password or authentication code.

Credits associated with a request are reserved against further spending while it is processed. A request is not a completed refund. Waffo processes approved refunds, normally to the original payment method; availability and posting time depend on Waffo and your payment provider. Check the Billing refund record or contact support for progress. We do not promise an exact bank posting date.

If a refund fails or is rejected, available credits are restored as appropriate once the outcome is confirmed. Duplicate requests do not create additional refunds.

5. Mandatory rights and payment errors

The ordinary no-partial-refund rule does not override applicable law, mandatory consumer withdrawal rights, rights relating to non-delivery or defective services, unauthorized payments, duplicate charges, or remedies required by Waffo or payment networks. Applicable statutory deadlines take priority over operational processing estimates.

If you believe one of these situations applies, contact us or the payment provider identified on your receipt. We will assess the actual facts and applicable requirements. No clause requires you to give up rights that cannot lawfully be waived.