Refund and Cancellation Policy

Effective Date: August 17, 2026

This Policy explains how to cancel a Picvo AI subscription and when a payment may qualify for a refund. Picvo AI is operated by Celerai Labs LLC.

1. Scope

This Policy applies to subscription plans and one-time credit packages purchased from Picvo AI. A cancellation stops future recurring charges; a refund returns an eligible payment. Cancelling a subscription does not automatically create a refund.

Nothing in this Policy limits any refund, cancellation, or withdrawal right that cannot be waived under applicable law.

2. Subscription Renewal

  • Plans identified at checkout as recurring renew automatically for the displayed monthly or annual billing period until cancelled.
  • The renewal price and frequency are shown before purchase. If a price change applies to a future renewal, we will provide notice when required by law.
  • Fixed-term and cryptocurrency plans identified as non-renewing expire at the end of the purchased term and do not require cancellation to stop another charge.

3. How to Cancel a Subscription

3.1 Cancel in Picvo AI

  1. Sign in to the Picvo AI account used for the purchase.
  2. Open My Orders.
  3. Select the active subscription.
  4. Choose Cancel Subscription and confirm.

The page will display a confirmation when the request has been accepted. If the subscription is already cancelled, the page will show its cancelled status.

3.2 Payment-Provider Options

  • Credit or debit card through Subotiz: Use the Picvo AI cancellation steps above. Cancellation takes effect at the end of the current billing period.
  • Legacy Creem subscription: Use the Picvo AI cancellation steps above. You may also use the customer-portal link included in your Creem receipt email.
  • PayPal: Use the Picvo AI cancellation steps above or manage automatic payments from your PayPal account.
  • Legacy Stripe subscription: Use Cancel Subscription in My Orders or choose Manage Payment to open the Stripe billing portal.
  • Cryptocurrency through NOWPayments: These purchases are fixed-term and are not automatically renewed by Picvo AI. No action is required to stop a future automatic charge.

3.3 Email Assistance

If you cannot use the online cancellation method, email support@picvo.ai from your account email with the subject Cancellation Request and include your order number. We will treat the time we receive a complete request as the request time. If a renewal occurs after a timely request because of our processing delay, we will reverse that renewal charge.

4. When Cancellation Takes Effect

  • Once cancellation is confirmed, the subscription will not renew again.
  • A provider may mark the subscription cancelled immediately or scheduled to cancel at the end of the billing period. This provider status does not by itself remove credits already paid for.
  • Unless a refund is approved, remaining paid credits stay available until their displayed expiration date.
  • Cancellation does not provide a prorated refund for unused time or credits.
  • A cancellation submitted after a renewal charge is subject to the refund rules below.

5. Refund Eligibility

5.1 Initial Subscription Purchase

You may request a refund within 14 days of the original subscription purchase if no credits from that purchase have been used.

5.2 Renewal Charges

Renewal charges are not automatically refundable. We may refund a renewal when:

  • You submitted a complete cancellation request before the renewal time but were charged because of our processing delay.
  • The charge was duplicated, unauthorized, or caused by a verified billing error.
  • A refund is required by applicable law.

5.3 One-Time Credit Packages

You may request a refund within 7 days of purchase only if all credits from that package remain unused.

5.4 Promotional Credits

Promotional, referral, gift, and bonus credits are not refundable and have no cash value.

6. Non-Refundable Situations

Except where required by law, refunds are not available for:

  • A purchase or billing period whose credits were used in whole or in part.
  • A request made outside the eligibility periods above.
  • Unused time remaining after a subscription cancellation.
  • Accounts suspended or terminated for fraud, abuse, chargeback misuse, or a material violation of our Terms of Service.
  • Dissatisfaction with the style, accuracy, or subjective quality of Generated Output when the Service functioned as described.
  • A user's failure to obtain rights or permissions needed for User Inputs or Generated Output.

7. How to Request a Refund

Email support@picvo.ai with:

  • Subject: Refund Request – [your account email]
  • Your Picvo AI account email.
  • Order number or transaction reference.
  • Purchase or renewal date.
  • Reason for the request and any relevant supporting information.

Do not email complete payment-card numbers, passwords, government identifiers, or other sensitive credentials.

8. Review and Processing

  • We aim to acknowledge and review complete requests within 3 business days.
  • Approved refunds are issued to the original payment method unless the provider or applicable law requires another method.
  • Card refunds commonly take 5–10 business days to appear after approval; PayPal and cryptocurrency timing depends on the payment provider and network.
  • Unused credits associated with a refunded payment will be removed.
  • Provider processing times are estimates and may be outside our control.

9. Unauthorized or Incorrect Charges

Contact support@picvo.ai promptly if you believe a charge is unauthorized, duplicated, or incorrect. Include the order number and enough information for us to investigate, but do not send sensitive payment credentials.

10. Chargebacks

You may have rights to dispute a charge with your payment provider. We encourage you to contact us first so we can investigate and resolve eligible billing errors promptly. We may restrict an account while a chargeback or suspected fraud is investigated.

11. Changes to This Policy

We may update this Policy and will post the revised version with a new Effective Date. The version in effect when a transaction occurred will govern that transaction unless applicable law requires otherwise.

12. Contact

Celerai Labs LLC
30 N Gould St Ste R
Sheridan, WY 82801
United States

Email: support@picvo.ai

This Policy forms part of the Picvo AI Terms of Service.

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