You can cancel a plan at any time and keep it until the end of the period you have paid for. You can get a full refund within 14 days of your first payment if fewer than half of that payment’s tokens have been used, and unused token packs are refundable within 14 days. To ask for a refund, email support@lovoline.com with your invoice number; approved refunds reach your original payment method within 5–10 business days.
1. What this policy covers
This policy applies to everything bought from Lovoline: subscription plans, token packs, custom token top-ups and custom development services. It forms part of our Terms of Service.
Everything we sell is digital. Access is delivered electronically to your account immediately after payment is confirmed. No physical goods are shipped, so there is nothing to return.
2. Cancelling a subscription
You can cancel at any time, in either of these ways:
- in your dashboard, on the Billing page, choose “Cancel renewal”; or
- email support@lovoline.com from your account email address.
Cancelling stops future renewals. Your plan stays active until the end of the period you have already paid for, and you can resume it before that date if you change your mind. There is no cancellation fee. Cancelling does not by itself trigger a refund; the sections below explain when a refund is due.
3. 14-day refund on your first payment
If you are not happy with a new subscription, contact us within 14 days of your first payment and we will refund that payment in full, provided fewer than half of the tokens included with that payment have been used.
- This applies to the first payment for a plan on your account, whether monthly or annual.
- If half or more of the tokens from that payment have been used, the service has been substantially consumed and the payment is not refundable under this guarantee.
- When a refund is made, the plan ends and the remaining tokens from that payment are removed from your balance.
4. Renewals
We email a renewal invoice before each new billing period, so you have time to cancel before paying. Once a renewal has been paid and the new period has started, that payment is not refundable, except where the law requires a refund. If you do not want to continue, cancel renewal or simply leave the renewal invoice unpaid, and the plan will end.
If you paid a renewal by mistake, contact us as soon as possible. We will consider requests made promptly where the tokens for the new period have not been used.
5. Token packs and custom token top-ups
- An unused token pack can be refunded in full within 14 days of purchase.
- A pack that has been partly used is not refundable.
- Custom token top-ups follow the same rule: refundable in full within 14 days if none of the tokens have been used, and not refundable once any have been used.
- Tokens have no cash value and cannot be exchanged for money other than through a refund under this policy.
A purchase counts as unused if none of the tokens it added have been spent since it was made.
6. Custom development services
Custom development is billed by milestone, as set out in your signed quote. Refunds follow that quote. Unless the quote says otherwise:
- a milestone that has been paid for but not started is refundable in full;
- work that has already been delivered or approved is not refundable;
- if you cancel part-way through a milestone, you pay for the work done up to the date of cancellation and any balance of that milestone payment is refunded;
- third-party costs already paid on your behalf, such as domains, licences or stock assets, are not refundable.
If delivered work does not match the agreed scope, tell us and we will put it right at no extra cost before any question of a refund arises.
7. Payment gateway charges
Where a payment gateway charge was added at checkout, it covers the cost charged by the payment provider for handling your payment. If the provider does not return that cost to us when a payment is refunded, the gateway charge is not refundable and your refund is the amount paid less that charge. This does not apply where a refund is due because of our mistake or where the law entitles you to a full refund.
8. Your legal right to cancel (UK and EU consumers)
If you are a consumer in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day of your order to cancel most online purchases without giving a reason. Consumers in the EU have a similar right.
That right is subject to an exception for digital content and for services that begin straight away. When you order, you ask us to start supplying immediately, and tokens are digital content that is supplied as you use it. By using the builder during the 14 days you give your consent to supply beginning and acknowledge that:
- the statutory right to cancel is lost for digital content once its supply has begun with your consent; and
- if you cancel a service that you asked us to start during the cancellation period, we may keep a proportionate amount for what has been supplied up to the time you cancel.
If you have not used any tokens from a purchase, you can cancel it within 14 days and receive a full refund. The refund terms in the sections above are offered in addition to these legal rights and do not replace them.
To use your legal right to cancel, email support@lovoline.com with a clear statement that you want to cancel, your name and your invoice number. You do not have to use any particular form of words.
9. If something is wrong with the service
If the service is not as described or is not provided with reasonable care and skill, tell us. We will fix the problem or supply the service again, and where that is not possible within a reasonable time you may be entitled to a price reduction or refund. If tokens were used by a request that failed because of a fault on our side, we will look into restoring them. These rights apply in addition to everything else in this policy.
10. When refunds are not available
Apart from your legal rights, we do not refund:
- tokens that have been used, or purchases outside the time limits above;
- a plan period that has started after a renewal, as explained above;
- accounts suspended or closed for a serious breach of our Terms of Service, such as publishing unlawful content or payment fraud;
- dissatisfaction with AI output where the service worked as described. You can refine the result by chatting with the builder, and our support team can help.
11. How to request a refund
Email support@lovoline.com from your account email address and include:
- the invoice number (shown on your invoice and on the Invoices page of your dashboard);
- the reason for the request, so we can try to help or improve.
We aim to reply within three working days to confirm whether the refund is approved, or to ask for any more information we need.
12. How and when refunds are paid
- Approved refunds are sent to the original payment method: the same card or wallet, the same PayPal account, or the bank account the transfer came from. We cannot refund to a different person or method.
- Refunds normally arrive within 5–10 business days after approval. The exact time depends on your bank or payment provider.
- Refunds are made in the currency of the original payment (USD unless your invoice says otherwise). We are not responsible for exchange-rate differences or fees applied by your bank.
13. Chargebacks
Please contact us before raising a dispute with your bank or payment provider; we can usually resolve a billing problem faster directly. If a chargeback is raised, the account may be paused while it is investigated, and tokens or plan time bought with the disputed payment are removed if the payment is reversed. See our Terms of Service for details.
14. Your statutory rights
Nothing in this policy affects the rights the law gives you as a consumer, including rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, or equivalent mandatory rights in the country where you live.
15. Contact
Questions about cancellations and refunds can be sent using the details below.
