Refund Policy
Effective date: September 10, 2026. Last updated: September 10, 2026.
We want you to be happy with your mermaid videos. This policy explains exactly when you can get your money back. Because every video uses real computing power the moment it is generated, refunds depend on how much of your purchase you have used.
1. Summary
| Purchase | Refund window | Condition |
|---|---|---|
| First subscription payment (monthly or yearly) | 7 days from purchase | Full refund if you used less than 20% of your first month's credits |
| Subscription renewal | 7 days from the renewal charge | Full refund if no credits were used since the renewal |
| One-time credit pack | 14 days from purchase | Full refund if no credits from the pack were used |
| Failed or broken generation | Any time | Credits returned automatically, or on request |
2. Failed generations
If a video fails to generate, stalls, or is delivered corrupted, the credits used are returned to your balance automatically. If that does not happen, email us with the approximate time and prompt and we will restore them.
3. Duplicate charges and billing errors
If you were charged twice or charged incorrectly, we will refund the incorrect amount in full, regardless of the windows above.
4. What is not refundable
- Subscription payments after the 7-day window, or where the usage thresholds above are exceeded;
- Credit packs that have been partly used, or after 14 days;
- Dissatisfaction with the creative style of a successfully generated video (you can regenerate with a new prompt);
- Accounts suspended for breaking our Acceptable Use Policy.
These limits do not affect any mandatory refund rights you have under the consumer law of your country. EU and UK customers: by starting to generate videos immediately after purchase, you request that the digital service begins during the withdrawal period and acknowledge that your right of withdrawal is lost once the service has been fully performed; unused purchases remain refundable as described above.
5. How to request a refund
- Email billing@monnvia.shop from your account email address.
- Include the date of the charge and the last four digits of the card, or the Stripe receipt number.
- We confirm eligibility within 2 business days.
Approved refunds are issued to the original payment method (card or PayPal account). Card refunds typically shows the refund within 5 to 10 business days depending on your bank. Refunded credits are removed from your balance, and a refunded subscription is cancelled.
6. Chargebacks
If something went wrong, please contact us first; we can usually fix it faster than a bank dispute. Charges appear on your statement as MONNVIA.SHOP.
To stop future charges, see our Cancellation Policy.
Contact us
Monnvia operates Monnvia at monnvia.shop. Questions about this policy can be sent to legal@monnvia.shop. For account and billing help, email support@monnvia.shop. We reply within 1 business day (Monday to Friday).