Refund Policy

Overview

This Refund Policy explains when you may request a refund for purchases of Ryvo plans and credits, and how we handle those requests. Ryvo is an AI short-form video generation studio available at https://ryvo.app. Our plans and prices are listed at https://ryvo.app/pricing.

This policy forms part of, and should be read together with, our Terms of Service (https://ryvo.app/terms-of-service). Waffo Pancake is our merchant of record and processes payments and refunds. Charges for Ryvo appear on your card or bank statement as "Waffo Pancake". We never store your full card details.

Effective date: October 23, 2026.

Purchases and Billing Model

Ryvo uses a hybrid billing model:

• Monthly and yearly subscriptions. Monthly plans renew each month and yearly plans are billed once per year. Subscriptions renew automatically until canceled.
• Lifetime packs. One-time purchases that do not renew.
• Credits. Generations are paid for with credits. Credits are deducted when a generation task is submitted. If a generation fails, the credits deducted for that generation are returned automatically. We do not offer auto top-up.

You can cancel a subscription at any time from Billing at https://ryvo.app/settings/billing. Cancellation takes effect at the end of the current billing period, and you keep access until then.

Refund Eligibility

We assess every request individually and in good faith. You may be eligible for a refund in the following situations:

First subscription purchase

If you are a first-time subscriber, you may request a full refund within 7 days of the initial charge, provided that no credits have been consumed. This applies once per customer, to the first subscription purchase only.

Duplicate or incorrect charges

If you were charged twice for the same purchase, or charged an amount different from the price shown at checkout, we will fully refund the duplicate or incorrect charge. Contact us with the transaction IDs and we will investigate.

Service outage

If a verified service outage within our control prevents you from using the Service for 72 hours or more, you may be eligible for a pro-rated credit or refund for the affected period. Eligibility depends on the length and impact of the outage, and we may ask for details of the affected dates and times. Outages caused by third-party model providers, payment providers, your own equipment, your internet connection or force majeure events are assessed case by case and may not qualify.

Unused lifetime pack credits

If you have not used any credits from a lifetime pack, you may request a full refund within 7 days of purchase. If you have used part of the pack, the used credits and any bonus or promotional credits are non-refundable, and we may decline the request.

Consumed credits and used periods

Credits that have been consumed to generate videos, and subscription periods that have already been used, are non-refundable. This includes generations that completed successfully. Failed generations do not consume credits, because the credits are returned automatically.

Non-Refundable Items

Except where required by law or expressly stated in this policy, the following are not refundable:

• credits that have been consumed to generate videos;
• subscription periods that have already elapsed;
• accounts terminated for a violation of our Terms of Service or Acceptable Use Policy (https://ryvo.app/acceptable-use);
• content removed because it violates our policies;
• charges for third-party services you purchased separately; and
• change-of-mind requests made after the eligibility windows described above.

How to Request a Refund

To request a refund, email support@ryvo.app with the subject line "Refund request" and include:

• the email address on your Ryvo account;
• the transaction or order ID from your receipt or billing page; and
• a short description of why you are requesting a refund.

We acknowledge every request within 2 business days. If your request is eligible, we process the refund within 5 to 10 business days. Refunds are returned to the original payment method through Waffo Pancake. Your bank or card issuer may take additional time to post the refund to your statement.

We may ask for additional information to verify a request. If we determine that a request does not meet the eligibility conditions in this policy, we will explain the reason in writing.

Cancellations

Canceling a subscription stops future renewals but does not automatically refund the current period. If you cancel, you keep access and any remaining credits until the end of the paid period. Lifetime packs are one-time purchases and cannot be canceled.

To cancel, use Billing at https://ryvo.app/settings/billing or contact support@ryvo.app.

Chargebacks and Billing Disputes

If you believe a charge is incorrect, please contact us at support@ryvo.app before opening a chargeback or payment dispute with your bank. We will acknowledge your message within 2 business days and work with Waffo Pancake to resolve the issue. Most billing issues can be resolved faster this way.

If you open a chargeback without contacting us first, we may suspend the affected account and associated credits while the dispute is investigated, and we may provide transaction records to Waffo Pancake and the payment network to respond.

Statutory Rights

Nothing in this policy limits your statutory rights. In particular, if you are a consumer in the European Union or the United Kingdom, you may have a 14-day right of withdrawal from the date of purchase. Where you request immediate access to the Service and start using it, including by consuming credits, you acknowledge that the withdrawal right may be lost once the digital service has been fully or partly performed, to the extent permitted by law. If you exercise a statutory right, we will assess your request under the applicable law, and this policy does not replace or restrict those rights.

Changes to This Refund Policy

We may update this policy from time to time. We will post the new version on this page and update the effective date. Where a change materially affects your rights, we will provide reasonable advance notice by email or through the Service. The version in effect at the time of your purchase applies to that purchase, unless a later change is required by law or is more favorable to you.

Contact

For refund requests or questions about this policy:

Ryvo Email: support@ryvo.app Business hours: Monday to Friday, 09:00 to 18:00 UTC+8.

For general legal questions, see our Terms of Service (https://ryvo.app/terms-of-service).