How refund requests work

How to request a refund

Email [email protected] with subject line Billing - refund request.

• Include the account email used for your Aiva subscription
• Include your Stripe receipt or invoice reference
• Briefly describe why you are requesting a refund

Cases that may qualify

• Duplicate charges on the same billing period
• Obvious billing errors (wrong plan or amount charged)
• Failed plan activation after payment (paid but workspace not provisioned)
• Cancelled pilot agreements where a refund was agreed in writing

Cases that may be declined

• Abuse of the service or terms violations
• Heavy completed usage during the billing period
• Requests outside an agreed policy window or without supporting evidence

If approved

Approved refunds are returned through Stripe to the original payment method. Stripe and your bank may take several business days to show the credit on your statement.

Related policies

To stop renewal without requesting a refund, see the cancellation policy. For general help, see support.