Refund & Cancellation Policy

Last updated: 14 September 2026

We want you to be satisfied with NIBVOK. This policy explains when you can cancel, and when we can offer a refund. It forms part of our Terms of Service. Nothing here removes any statutory rights you have as a consumer.

1. Subscriptions

Cancelling

• You can cancel at any time from your account, or by emailing [email protected].
• Cancelling stops future renewals. Your plan remains active until the end of the period you have already paid for, and then simply expires.
• Cancellation by itself does not trigger a refund of the current period.

Refunds

• Within 14 days of a first purchase, if you have used only a minimal amount of the plan (for example, a small number of generations or scans), you may request a full refund. We may decline a refund where the plan has been substantially used, because you have received the value of it.
• Renewals. If your subscription renews and you did not intend it to, contact us within 7 days of the charge and we will normally refund it in full, provided the new period has not been substantially used.
• Duplicate or accidental charges are always refunded in full.
• Our fault. If the Service was materially unavailable or broken and we cannot fix it, we will refund the affected period pro-rata or in full.

2. Token packs

• Token packs are non-refundable once the tokens have been added to your account, because they are consumed immediately and cannot be returned.
• Exception: if tokens were not delivered, or a technical fault meant you were charged without receiving them, we will refund or re-credit in full.
• Exception: if a generation failed and the token was not returned to your balance automatically, contact us and we will restore the tokens.
• Unused tokens stay on your account and are not lost when a subscription ends.

3. Digital downloadable products

• Digital Products (content packs, prompt libraries, templates) are delivered instantly through a download link. Because they cannot be returned once accessed, they are non-refundable after download.
• Exception: if a file is corrupt, unreadable, materially different from its description, or the download never worked, we will fix it or refund you in full.
• If you have not downloaded the product, you may request a refund within 14 days.

4. Your statutory right of withdrawal (EU/UK and similar)

If you are a consumer in the EU, UK or a country with equivalent rules, you normally have a 14-day right to withdraw from a distance contract. Where you buy digital content not supplied on a physical medium — including token packs and Digital Products — you agree that supply begins immediately, and you acknowledge that you lose the right of withdrawal once supply has begun (for example, once tokens are credited or a file is downloaded). Where that right has not yet been lost, we will honour it.

5. How to request a refund

Email [email protected] with:

1. the email address on your NIBVOK account;
2. the date and amount of the charge;
3. what you bought (plan, token pack or product name);
4. a short explanation of why you are requesting a refund.

We aim to reply within 2 business days. Approved refunds are issued to your original payment method through Stripe. Depending on your bank, it can take 5–10 business days for the funds to appear.

6. Chargebacks

Please contact us before raising a chargeback with your bank — we can usually resolve the issue faster. If you do dispute a charge, we may suspend the account while the dispute is investigated.

7. Contact

Refund questions: [email protected] or our contact page.