Refunds

Who takes the payment

Payments are handled by Paddle, who act as the merchant of record. That means Paddle is the seller on your receipt and on your card statement, and they process refunds on our instruction. We never see or hold your card details.

The 14 days

If you have paid for a plan and want your money back, ask within 14 days of the payment and we will refund it in full. No reason needed and no questions beyond checking you are the account holder.

This is our own commitment, not a restatement of your statutory rights. UK consumers ordinarily have a 14-day right to cancel a digital service; where you have started using the service immediately, that right can be waived at the point of purchase. We have chosen not to rely on that waiver — the 14 days stand whether you have used the product or not.

After 14 days

We do not refund part-used months as a matter of course, because the service has been running and the codes have been resolving. If something went wrong at our end — an outage, a code that stopped working, a charge you did not expect — tell us and we will put it right. That is a separate thing from a change of mind, and it is not time-limited.

Cancelling

Cancel any time from your billing settings, which opens Paddle’s portal. Cancelling stops the next payment. It does not refund the current period, and it does not need to be requested by email or approved by anybody.

What happens to codes you have printed

They keep working. This is the part most policies in this category leave out, so to be exact about it:

• Cancelling drops your plan to the free tier. The free limits apply to anything new you make.
• Every code you have already created carries on resolving, indefinitely, including the ones over the free limit. We do not switch off printed material.
• The same is true if you are refunded, and if a payment fails, and if you simply stop paying.

This is enforced by a test that runs inside every deployment of the application, so it is a property of the software rather than a policy we could quietly revise. There is more detail, including what our competitors do instead, on what happens when you stop paying.

How to ask

Email hello@nuvix.studio from the address on the account. We aim to answer within one working day and to process an agreed refund within five.

Refunds go back to the card or account you paid from. Paddle usually shows them within five to ten working days, depending on your bank.

Chargebacks

If you are about to raise a chargeback, email us first. Not because we will argue — because a chargeback takes longer than a refund and we would rather just refund you.