Refund Policy

Refund Policy

Effective Date: November 12, 2025 Last Updated: November 12, 2025

At GQV.ai, we are committed to transparency and fairness in all transactions. This Refund Policy explains our payment system, when gems are refunded, and our 14-day money-back guarantee.

1. How Our Payment System Works

1.1 Pre-Authorization and Final Charge

GQV.ai uses a pre-authorization system to ensure fair pricing:

  • When you start a generation: Gems are temporarily held (pre-authorized)
  • If generation succeeds: Gems are deducted from your balance
  • If generation fails: Gems are immediately released back to your account (automatic refund)

This means you only pay for successful generations. Failed generations never charge you.

1.2 Example

Your balance: 100 gems
Start generation: -5 gems (pre-authorized, temporary hold)
  ↓ Generation processing...
Success → Balance: 95 gems (5 gems deducted)
Failure → Balance: 100 gems (5 gems refunded automatically)

2. 14-Day Money-Back Guarantee

2.1 Eligibility

You can request a refund for unused gems within 14 days of purchase if:

✅ Time Requirement: Purchase was made within the last 14 days (336 hours) ✅ Usage Requirement: You have at least 50% of purchased gems remaining ✅ Account Limit: You have not exceeded 2 refund requests (lifetime limit per account)

2.2 Refund Calculation

Refund Amount = (Remaining Gems / Purchased Gems) × Purchase Amount - Processing Fee

Example:
- Purchased: 440 gems for $48.00
- Used: 100 gems
- Remaining: 340 gems (77.3%)
- Eligible: ✅ Yes (>50% remaining, within 14 days)
- Refund: (340/440) × $48.00 - Payment processing fee
- You receive: ~$37.09 (after Stripe's 2.9% + $0.30 fee deduction)

2.3 How to Request a Refund

  1. Email us at support@gqv.ai with:

    • Your account email address
    • Order/Transaction ID
    • Reason for refund (optional but helpful)

  2. Processing Time:

    • We review within 24 business hours
    • Approved refunds processed within 5-10 business days
    • Refund issued to original payment method

  3. Verification:

    • We verify purchase date (within 14 days)
    • We check remaining gem balance (≥50%)
    • We confirm refund count (≤2 lifetime refunds)

2.4 After 14 Days

  • Gems become non-refundable after the 14-day window
  • But gems never expire - use them anytime, forever
  • No time pressure, no monthly expiration dates
  • Complete flexibility in how and when you create

3. Automatic Refunds for Failed Generations

We automatically refund gems when technical failures occur:

3.1 When Auto-Refunds Happen

  • Character Training Failures: If IMAGE_LORA training fails due to system errors, gems are automatically refunded
  • Generation Failures: Image or video generation failures due to server issues trigger immediate refunds
  • Service Downtime: If our service is unavailable during generation, gems are refunded

3.2 No Action Needed

  • Refunds are fully automatic (processed within seconds)
  • Gems return to your balance immediately
  • You receive a notification when gems are refunded
  • No need to contact support

3.3 Our Success Rates

  • Character Training: 95%+ success rate
  • Image Generation: 98%+ success rate
  • Video Generation: 97%+ success rate

You never pay for our technical errors.

4. What Cannot Be Refunded

4.1 Successfully Generated Content

  • Successful generations are non-refundable, even if you dislike the output
  • Reason: AI generation is variable and depends on your prompts, parameters, and input
  • Recommendation: Test with lower-cost options (INSTANT characters: 1 gem) before committing to expensive generations

4.2 User Error

The following do not qualify for refunds:

  • Incorrect prompts or parameter settings
  • Selecting the wrong character or model
  • Uploading low-quality input images
  • Misunderstanding how AI generation works

4.3 Subjective Quality Judgments

  • "I don't like the result"
  • "The output is not what I imagined"
  • "The character looks different than expected"
  • These are subjective and not covered by refunds

4.4 After Downloading or Using Content

  • Downloaded content is considered accepted
  • Commercial use of content means you have accepted the output
  • No refunds after actively using generated content

4.5 Promotional and Bonus Gems

  • Free gems (signup bonuses, promotions) are non-refundable by nature
  • Only purchased gems qualify for the 14-day money-back guarantee

5. Refund Limits and Anti-Abuse

5.1 Lifetime Refund Limit

  • Each account is limited to 2 refund requests (lifetime)
  • This applies to the 14-day money-back guarantee only
  • Automatic refunds for technical failures are unlimited

5.2 Minimum Remaining Gems

  • You must have at least 50% of purchased gems remaining
  • This prevents "use most, then refund" abuse
  • Calculated as: (Remaining Gems / Purchased Gems) × 100%

5.3 Why These Limits

  • Prevent Abuse: Unlimited refunds enable exploitation (generate, refund, repeat)
  • Protect Costs: We incur real computational costs for every generation
  • Fair to All Users: Limits ensure the service remains affordable and sustainable

5.4 Examples

| Scenario | Purchased | Used | Remaining | Eligible? | |----------|-----------|------|-----------|-----------| | Test then refund | 440 gems | 100 gems | 340 gems (77%) | ✅ Yes | | Moderate use | 440 gems | 220 gems | 220 gems (50%) | ✅ Yes (exactly 50%) | | Heavy use | 440 gems | 240 gems | 200 gems (45%) | ❌ No (under 50%) | | Quick refund | 100 gems | 0 gems | 100 gems (100%) | ✅ Yes |

6. Payment Processing Fees

6.1 Refund Deductions

When you purchase gems, payment processors (Stripe) charge fees:

  • Stripe Fee: 2.9% + $0.30 per transaction

Important: These fees are non-refundable and will be deducted from your refund amount.

6.2 Example Calculation

Purchase: $48.00
Stripe receives: $1.69 (fee)
We receive: $46.31

Refund request: 77% of gems unused
Refund base: $48.00 × 77% = $36.96
Processing fee: $1.69 (already paid to Stripe, non-recoverable)
Final refund: $36.96 - $1.69 = $35.27

(May vary slightly based on Stripe's fee structure)

6.3 Why Deduct Fees?

  • Payment processors do not refund their fees when we refund customers
  • This is industry standard (Apple, Google, Steam all follow this practice)
  • The deduction covers our actual cost, not profit

7. Special Circumstances

7.1 When to Contact Support

Contact support@gqv.ai for exceptional cases:

  • Billing Errors: Charged incorrect amount
  • Duplicate Charges: Same transaction processed multiple times
  • Account Compromise: Unauthorized use of your account
  • Service Misrepresentation: Service did not function as documented

7.2 Response Time

  • Initial Response: Within 48 business hours
  • Resolution: Within 5-7 business days
  • Refund Processing: 5-10 business days after approval

7.3 Exceptions

We cannot refund:

  • Gems used more than 30 days ago
  • Purchases from third-party resellers (only direct purchases)
  • Gems used in violation of our Terms of Service
  • Accounts terminated for policy violations

8. Chargeback Warning

8.1 Contact Us First

Before filing a bank chargeback:

  1. Email support@gqv.ai
  2. Allow 48 hours for response
  3. Most issues can be resolved amicably

8.2 Chargeback Consequences

Filing a chargeback may result in:

  • Immediate account suspension
  • Loss of remaining gem balance
  • Permanent ban from creating new accounts
  • Potential legal action to recover costs

8.3 Why Chargebacks Are Harmful

  • Payment processors charge us $15-$25 per chargeback (even if we win)
  • Excessive chargebacks can terminate our payment processing ability
  • This hurts all users by threatening the service's viability

9. Gem Balance Management

9.1 Gems Never Expire

  • All gems remain in your account indefinitely
  • No monthly expiration dates
  • No "use it or lose it" pressure
  • Use at your own pace

9.2 No Minimum Requirements

  • No minimum purchase amounts
  • No minimum usage requirements
  • Buy exactly what you need, when you need it

9.3 Account Closure

  • Voluntary Closure: Remaining gems are forfeited (no refunds)
  • Involuntary Closure (Terms Violation): Gems forfeited, no refunds
  • Exception: If account closed in error, gems may be refunded after investigation

10. Transparency and Trust

10.1 Why This Policy Exists

  • Fair to Users: 14-day window gives you time to test our service
  • Fair to Us: Limits prevent exploitation while covering real costs
  • Industry Standard: Similar to Apple App Store, Google Play, Steam refund policies

10.2 Our Commitment

  • We never charge for failed generations
  • We always honor legitimate refund requests within policy
  • We maintain transparent success rates (95-98%)
  • We respond to support requests within 48 hours

11. Changes to This Policy

11.1 Policy Updates

  • We may update this policy as our service evolves
  • Material changes announced via email to registered users
  • Continued use after changes = acceptance
  • Previous purchases governed by policy at time of purchase

11.2 Version History

  • v2.0 - November 12, 2025: Added 14-day money-back guarantee, clarified pre-authorization system
  • v1.0 - November 12, 2025: Initial Refund Policy published

12. Contact Information

For refund requests or questions:

  • Email: support@gqv.ai
  • Subject Line: "Refund Request - [Your Email]"
  • Response Time: Within 48 business hours
  • Business Hours: Monday-Friday, 9AM-6PM UTC

Related Policies:

Last Updated: November 12, 2025

By using GQV.ai, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

Questions? Email us at support@gqv.ai - we're here to help!