This Refund Policy applies in addition to our Terms of Service. It explains the two refund mechanisms in Belvora: automatic credit refunds for failed generations and money refunds for credit purchases.
1. Credit refunds (automatic)
Credits debited for a generation are automatically refunded to your account balance in the following cases:
- The upstream AI provider (Seedance, Runway, Luma) returns an error.
- The generation is rejected by the provider's content policy.
- The generation times out and is not recovered within 10 minutes.
- Our output persistence fails (R2 upload error).
Refunds are tracked in the Billing page transaction log as reason: refund. They happen in seconds — no action needed from you.
2. Money refunds (credit pack purchases)
Credit pack purchases are non-refundable once credits are issued, with the following exceptions:
- Within 7 days & no credits spent — full refund to your original payment method, in compliance with Brazilian consumer protection law (CDC art. 49).
- Technical issue prevented use— if a Belvora-side bug prevented you from using purchased credits for more than 48 hours, we'll refund pro-rata.
- Unauthorized charge— contact us immediately. We'll investigate and coordinate with Stripe.
Refunds are processed via Stripe and typically appear on your statement within 5–10 business days.
3. Bonus credits
Bonus credits (e.g., the 50 free credits on signup, or pack bonuses) are never refundable in money. They're consumed last when you generate (we burn paid credits first to maximize your refundable balance).
4. Chargebacks
Please contact us before initiating a chargeback. Most issues are resolved in 24 hours. Filing a chargeback without contacting us first may result in account suspension.
5. How to request a refund
Email billing@belvora.tech from your account email. Include:
- Your account email
- The Stripe transaction ID (visible in your Billing > transactions)
- The reason for the refund request
We aim to respond within 1 business day.
6. Contact
Questions about a specific refund? billing@belvora.tech