Refund & Cancellation Policy

This policy explains when and how Varosity issues refunds for purchases made through the Varosity service. It applies to Varosity Credits purchased via Stripe at varosity.ai/app/credits.

1. What Varosity sells

Varosity sells pre-paid credits (the “Credits”) in two ways: one-off top-ups in any whole-dollar amount from $5 to $500 — by you, or by an agent you have connected, through a Stripe checkout link or a machine payment — and monthly or yearly plans that add credits each month. Credits are redeemed when you generate media on the Service through providers that we pay on your behalf. Credits are non-transferable and have no cash value except as required by law.

Plans and cancellation

Plans renew automatically until you cancel. Cancel any time from Credits → Manage or cancel plan in your account; your plan and its credits stay until the end of the period you already paid for, and you are not charged again. We do not refund the unused part of a billing period, except as described below or where the law requires. A first plan payment is refundable under section 2 if you ask within 14 days and have used no more than 10% of that period's plan credits. Plan credits expire at the end of each monthly period and are not refunded once expired. A full refund of a plan payment, or a chargeback, ends the plan and removes its remaining plan credits; top-up credits are not affected.

2. Eligibility for refund

We will issue a full refund of a credit purchase, minus any Stripe processing fees that are not returnable to us, if all of the following are true:

• Time: the request is made within 14 days of the purchase date;
• Usage: you have not consumed more than 10% of the credits from that purchase;
• Good faith: the request is not part of a pattern of repeated purchase-and-refund activity (which we may treat as abuse).

If you've consumed more than 10% of the purchase, we'll prorate the refund based on credits remaining, less Stripe fees. Requests after 14 days are reviewed case-by-case; we generally don't refund credits that have been held longer without a material Service issue.

3. Failed generations

Credits are only debited when a generation succeeds. If a provider job fails or is canceled, no credits are consumed and no refund is needed. If you believe credits were debited for a failed generation, email us with the job ID and we'll investigate and re-credit if confirmed.

4. Provider-caused issues

Varosity acts as an interface to third-party AI providers. If a provider's output is of lower quality than you expected, is not a fit for your use case, or is refused by the provider's safety systems, those outcomes are not themselves eligible for refund (they are the nature of generative AI). We will consider goodwill credits on a case-by-case basis for clear bugs or outages attributable to our Service.

5. How to request a refund

Email jon.kludt@varosity.com from the email address on your Varosity account and include:

• Date of purchase;
• Amount purchased;
• Stripe receipt number, the last four digits of the card used, or the payment receipt your agent received (for machine payments);
• A brief description of why you're requesting the refund.

We'll respond within 3 business days. Approved refunds are issued through Stripe to the original payment method and typically appear within 5 to 10 business days, depending on your card issuer.

6. Chargebacks

If you believe you're entitled to a refund, please contact us first. Disputing a charge with your card issuer before contacting us can freeze both the disputed amount and your Varosity account until the dispute is resolved. Opening a chargeback immediately removes the disputed credits from your account (up to your remaining purchased balance); a disputed payment for your current plan ends the plan and removes its remaining plan credits. Credits removed for a dispute are not restored automatically if the dispute is resolved in our favour: contact us. We may permanently close accounts that have unresolved chargebacks.

7. Account closure

If you close your Varosity account, any unused credits remain subject to this policy. Closing an account does not automatically trigger a refund of the underlying Stripe charge. To request a refund at closure, email us as described above before closing.

8. Changes to this Policy

We may update this Policy. Changes apply prospectively to purchases made after the change takes effect; purchases made before a change remain subject to the policy in effect on the purchase date.

9. Contact

Refund questions and requests:
Varosity Inc.
4747 Viewridge Ave, San Diego, CA 92123
jon.kludt@varosity.com