Refund policy
Fair refunds, no fine print.
How we handle cancellations, failed renders, and the rare situations that need a human to look at them. Short version: cancel any time, failed jobs auto-refund, and we respond to every email.
Subscription cancellation
You can cancel a paid subscription at any time from Settings → Billing, which opens the Stripe Customer Portal. Cancellation takes effect at the end of the current billing period — you keep access to your plan and remaining credits until that date. We do not pro-rate refunds for partial months. If you cancel mid-year on an annual plan, your subscription will continue until the renewal date and will not auto-renew.
First-time purchase cooling-off
If you are a UK or EU consumer purchasing a Flovaly subscription for the first time and you have not yet generated any content (image, video, voice, or UGC) using your paid credits, you have 14 days from the purchase date to request a full refund under the UK Consumer Contracts Regulations and the EU Consumer Rights Directive. Once you start generating content, you have consented to immediate performance of the service and the right to withdraw is waived. Email general@flovaly.com to request a cooling-off refund.
Credits
Credits are consumed when you generate content. Credits do not refund as cash but remain usable through the end of your paid period and unused credits do not roll over once a billing cycle ends. If you cancel mid-period, you keep access to your full credit balance until the period closes.
Failed renders
If a generation fails due to a platform error — provider timeout, internal exception, infrastructure outage — credits are automatically refunded to your balance and the job is marked refunded so it cannot be charged twice. You do not need to contact us for failed renders; the refund is idempotent and applied by the worker that processed the job. If you believe a job failed but you were not refunded, email support with the job ID.
Renders you are unhappy with
AI generation is probabilistic — outputs vary in quality and are not always usable. Credits consumed by completed-but-unwanted generations are non-refundable. We recommend starting with the minimum settings (shorter clips, 720p) to dial in a prompt before spending on the full render. If a model consistently misbehaves for a use case that worked before, email support — we will investigate and may issue goodwill credits at our discretion.
Chargebacks and disputes
Please contact us before initiating a chargeback. Most billing issues — duplicate charges, accidental upgrades, forgotten cancellations — can be resolved within one business day by email. Chargebacks raised without contacting us first may result in your account being suspended pending resolution to protect against payment fraud.
How to request a refund outside this policy
For any situation not covered above — bereavement, medical reasons, accidental purchase by a family member, technical issues that ran longer than 24 hours — email general@flovaly.com with your account email and a short explanation. We review every request individually and aim to reply within one business day. Refunds outside the cooling-off period are at our discretion but we apply common sense.
Processing time
Approved refunds are issued by Stripe to your original payment method. Stripe typically takes 5–10 business days to return funds to your card or bank, depending on your issuer. We have no ability to speed this up. Credit refunds for failed renders are instant — they appear in your balance immediately.
Contact
All refund requests and billing questions: general@flovaly.com.
Last updated: 2026-06-09