Refund Policy

This Refund Policy explains how Delivvo handles refunds for paid subscriptions and custom plans. Subscription billing is processed by Stripe; this policy governs the eligibility and timing of refund requests once paid subscriptions are active on your account.

Cutroom is covered separately

This policy covers Delivvo subscriptions. It does not cover Cutroom, the desktop video editor, which is a one-time purchase rather than a subscription and has its own rules: a full refund within 3 days of purchase, no reason needed. See the Cutroom Licence Agreement for the detail.

Accounts that have not been charged

This policy applies to charges we take for a Delivvo subscription. If your account has never been charged (for example, it is on its trial or on the Free plan), there is nothing to refund.

Free trial and the Free plan

A new account starts with a 7-day trial of the Pro plan's features. We do not ask for a card to start it, and you are not charged during it. When the trial ends, the account moves to the Free plan, which costs nothing, unless you chose a paid plan.

If you choose a paid plan during your trial, the first charge is taken when the trial ends (or straight away if less than about two days of the trial are left), and the refund rules below apply to that first charge and any later renewals.

Monthly plans

For monthly subscriptions, Delivvo may provide a prorated refund if all of the following are true:

• you submit the request in writing within 7 days after the charge date
• the charge relates to a Delivvo monthly subscription
• the account is in good standing and the request is not abusive or fraudulent

If approved, the refund amount will be prorated from the date of your written request through the unused remainder of the monthly billing period. Refunds are not available for requests made more than 7 days after the charge date.

Annual plans

For annual subscriptions, including an Enterprise plan bought at checkout (Enterprise is billed yearly), Delivvo offers a 30-day money-back window from the date of the initial annual charge. If you request a refund within that 30-day period, we may refund the annual subscription amount and cancel the subscription.

Requests made after the 30-day window are generally not refundable, except where required by law.

Custom plans

Custom plans, negotiated enterprise terms, professional services, setup work, migration work, and other one-off commercial arrangements are not refundable unless a separate written agreement signed by Delivvo says otherwise.

Charges that are generally not refundable

Unless required by law, the following are generally non-refundable:

• charges outside the applicable refund window
• taxes, bank fees, currency conversion fees, or third-party processing fees not returned to us
• partial-month charges after a monthly refund has already been granted for the same billing period
• misuse, abuse, or repeated sign-up-and-refund behavior

How to request a refund

To request a refund, use the Support button at the bottom of any page on delivvo.io, choose the invoices and billing topic, and start the message with:

Refund request: <Delivvo invoice number>

The Delivvo invoice number starts with DLV- and is on every invoice in Billing. Please include the billing email, the invoice number, the plan name, and a short explanation of the request. We may ask for additional information to verify the account and determine whether the request qualifies under this policy.

How refunds are issued

If a refund is approved, Delivvo will issue it through Stripe back to the original card or payment method used for the charge. Every refund is recorded on a refund note that refers to the original Delivvo invoice, and you can download it from Billing. Settlement timing depends on Stripe and your bank or card issuer (typically 5 to 10 business days). Canceling a subscription stops future renewals (you keep the paid plan until the end of the term you paid for, and the account then moves to the Free plan), but it does not by itself create a refund unless the request separately qualifies under this policy.

Changes to this policy

We may update this Refund Policy from time to time. The version in effect on the charge date will generally govern that charge unless the law requires otherwise.