This policy explains how subscription cancellations and refunds work on jiviq. It forms part of our Terms of Service. If anything here is unclear, write to support@jiviq.com.
1. Free trials
New accounts may be offered a free trial period. No payment is collected during a trial — if you do not start a paid subscription, nothing is charged and there is nothing to refund. You can cancel the trial at any time from your account settings.
2. How to cancel
You can cancel your paid subscription at any time, in two ways:
- Self-serve — inside the product, go to Settings → Billing → Cancel subscription.
- Email — write to support@jiviq.com from the email address associated with your account.
Cancellations take effect at the end of your current billing period. You retain full access until that date. Paid periods are generally non-refundable except as described in Section 3 below.
3. Refund eligibility
jiviq does not offer a time-bound money-back guarantee. Refunds are considered on a case-by-case basis for genuine service issues and individual circumstances, at Stratus Labs' sole discretion. The 14-day free trial lets you evaluate the product fully before you pay anything.
3.1 Annual plans
Annual subscriptions are non-refundable once the billing period has started. Cancellation stops auto-renewal and you keep access until the end of the paid term.
3.2 Monthly plans
Monthly subscriptions are non-refundable once billed. You can cancel at any time to stop future charges; access continues until the end of the current billing period.
3.3 Service outages or defects
If a material defect or extended outage prevents you from using the service for more than 48 consecutive hours in a billing period, contact support and we will, at our discretion, issue a pro-rata service credit or refund for the affected period.
4. What is not refundable
- Consumed usage — SMS credits, email credits, AI credits, or any metered add-on that has already been delivered.
- Third-party charges — payment-processor fees, currency-conversion fees, or fees charged by your bank.
- Taxes (e.g. GST) that have already been remitted to the relevant authority, except to the extent a refund of tax is permitted by law.
- Any account terminated by us for breach of the Terms of Service.
5. How to request consideration
Email support@jiviq.com from the account email address. Include:
- Your account email
- The charge date and amount
- A brief description of the reason for your request
We aim to respond within 2 business days. Requests are reviewed individually and approval is not guaranteed.
6. How refunds are processed
Approved refunds are credited back to the original payment method used for the charge. Typical timelines:
- Credit/debit cards — 5–7 business days to reflect on your statement, depending on your issuing bank.
- UPI / net banking — 3–5 business days.
- International cards — may take up to 10 business days, plus any currency-conversion adjustment by your card issuer.
We do not issue cash, cheque, or transfers to alternate payment methods. If the original payment method is no longer valid (e.g. cancelled card), contact support.
7. GST and taxes
For refunds processed to customers in India, any GST charged is refunded proportionally where tax rules permit. Tax invoices can be regenerated on request.
8. Chargebacks
If you dispute a charge with your bank or card network, please email us first — most issues can be resolved directly and faster. Unresolved chargebacks may result in temporary or permanent suspension of the account while the dispute is open.
9. Changes to this policy
We may update this policy from time to time. Material changes will be announced by email or in-product notice at least 30 days before they take effect. Refund eligibility is determined by the policy in force on the date of the original charge.
10. Contact
Cancellation, refund, or billing questions: support@jiviq.com.