Refund Policy

1. Failed or duplicate payments

If money is debited but no successful order is confirmed, the payment provider or bank will normally reverse it automatically. If two successful charges were made for the same intended purchase, contact support with both payment references so the duplicate can be investigated.

2. Digital service access

A paid pass is delivered when the verified payment webhook activates the subscription and grants credits. Because digital access can be consumed immediately, completed purchases are generally not refundable after credits or paid features have been used, except where required by applicable consumer law.

3. When a refund may be approved

• The verified payment succeeded but the pass and credits were not delivered.
• A duplicate successful payment was captured for the same purchase.
• A prolonged platform failure prevented meaningful use during the paid period.
• Applicable law requires a refund.

4. Request process

Submit the request through the authenticated support channel with the gateway payment ID, purchase date, amount, and reason. Requests should be made promptly after discovering the issue. We may ask for information needed to verify account ownership and payment status.

5. Processing

Approved refunds are returned through the original payment method. Bank and gateway processing times are outside StruvIQ AI's control. Refunded purchases may result in the corresponding pass being canceled and unused credits being removed.