Refund Policy

How refunds work, who issues them, and how the statutory right of withdrawal interacts with a service that starts consuming credits the moment you use it.

Last reviewed — 2026-09-12

These documents were drafted by the operator and checked against the running system. They do not constitute legal advice and remain subject to review by a qualified practitioner.

Who refunds you

Kelviq, Inc. is our merchant of record: it is the seller on your invoice and it holds the payment. Refunds are therefore issued by Kelviq, on our instruction, back to the original payment method. Contact us and we will arrange it; you can also contact Kelviq directly using the details on your invoice.

Refunds are normally processed within a few business days of approval, and how long the money takes to appear depends on your bank or card issuer.

The 14-day right of withdrawal

If you are a consumer in the EU or the UK, you normally have 14 days to withdraw from a distance contract for digital services without giving a reason.

One qualification applies to this service. Where you ask for a service to begin immediately during the withdrawal period, and you acknowledge that you lose the right of withdrawal once it has been fully performed, that right ends when performance is complete. Translating a document is immediate performance: the credits are consumed, the model has been paid for, and the work cannot be returned.

So in practice: if you have not used any credits in the period you paid for, you can withdraw within 14 days and get a full refund. If you have used some, you can still withdraw within 14 days, and the refund is reduced in proportion to what you have used. If the plan is fully consumed, the withdrawal right has been exhausted by performance. Nothing in this policy removes a mandatory consumer right you have where you live.

What we do beyond the minimum

A translation that fails, that is cancelled, or that does not pass our verification step is never charged: the reserved credits are released automatically. If you were charged for something that failed, that is a bug, and we will refund it.

If the service was materially broken during a period you paid for, or if you were charged after cancelling, contact us and we will put it right.

What we do not refund: a completed translation whose quality you are unhappy with. Machine translation quality varies with the document, and the Terms set out what it can and cannot do. The free tier exists so that you can assess the output before committing to a plan.

Cancelling instead of refunding

You can cancel a subscription at any time from the billing portal. Cancelling stops the next renewal; it does not refund the current period, and your plan credits stay usable until the period ends.

How to ask

Email the support address from the address on your account, with the invoice number or the approximate date and amount. Tell us whether you are exercising the statutory right of withdrawal or asking for a discretionary refund, so we treat it correctly.

Chargebacks

Please contact us before starting a chargeback. A chargeback suspends the account while it is investigated and takes considerably longer to resolve than a refund we can approve directly.