Refund Policy

01

Subscription & Auto-Renewal

Plus / Pro / Max are all monthly auto-renewing subscriptions: after payment succeeds, the corresponding tier's benefits unlock immediately, and a renewal charge is automatically deducted the same date the following month until you cancel proactively. You can view your current subscription status and next deduction date anytime on the account's subscription management page, or cancel auto-renewal there.

02

Cancelling ≠ Immediate Refund

Cancelling auto-renewal only stops future charges; it doesn't automatically refund what you've already paid for the current billing cycle. After cancelling, you can still use the paid tier's benefits for the remainder of the current period; once the period ends, the account automatically downgrades to the free version with no further charges.

After downgrade, subscription-granted credits stop being issued and any unused granted credits from the current period clear; top-up credits you purchased are unaffected and remain valid through their 1-year period (though using cloud AI voices requires an active subscription, so you'll need to resubscribe to keep consuming those credits).

03

Refunds for Top-Up Credits

Top-up credits are a one-time digital good, a transaction separate from your subscription, with its own rules:

• Unused top-up credits: within 14 days of purchase, and provided none of those credits from that purchase have been consumed, you can apply for a full refund; the corresponding credits are voided after the refund.
• Top-up credits that have started being used: because consuming credits incurs real upstream costs to the speech providers, purchase batches that have been partially used are in principle not refundable (including the unused remainder).
• Duplicate charges, or a successful charge with no credits credited: these follow the same rules under "When Are Refunds Supported" below and are fully refunded. If payment succeeded but credits haven't arrived after a few minutes, first contact support with the order number; the backend can manually issue a credit by order number, which is usually faster than a refund.

If your region's law provides a more consumer-friendly mandatory cooling-off period for digital goods, the local law prevails.

04

When Are Refunds Supported

We'll accept refund applications in the following situations:

• Duplicate charge: two or more charges made by mistake due to network issues, repeated submission, etc.
• Payment succeeded but service didn't activate: funds were deducted from your account but the tier's benefits weren't unlocked due to a system failure, and investigation confirms it's an issue on our side.
• Unauthorized charge: a subscription placed by someone other than you due to account compromise, etc., requiring necessary identity-verification details.

The following situations are typically not refundable:

• Requesting a refund after using the paid quota or features of the relevant period for subjective reasons like "I didn't use it much" or "I changed my mind."
• Renewal charges from forgetting to cancel auto-renewal — cancel proactively before the next charge date to avoid incurring a new period's fee.
• Usage restrictions caused by your own region's network conditions preventing access to certain third-party speech/translation providers (e.g. some brands unavailable in specific regions); this falls within third-party-provider availability, outside Soniva's refund scope.

If your region's laws and regulations impose mandatory refund/cooling-off provisions for digital content or subscription services (e.g. EU consumer-rights regulations), those provisions take precedence and we'll handle it per local legal requirements.

05

How to Apply for a Refund

Email soniva.cde@gmail.com (or reach us via the in-product feedback entry point, though email is the most reliable option), and include the following three items in the email:

1. Your Soniva account email (if it differs from the sending email, note it explicitly)
2. The charge time, and whether it was a subscription or a top-up
3. The order number from the receipt email — Paddle or Dodo sends a receipt email after your payment succeeds, and the order number is in it

All three are required. Without the order number we can't locate the transaction in the payment platform's backend, which means going back and forth and a longer processing time.

We'll investigate as soon as we receive the application and usually reply with the result within 3 business days. Approved refunds are manually initiated by us in the relevant payment platform's backend and returned to the payment method you used; actual arrival time depends on your issuing bank / payment channel's processing speed (usually another 3–10 business days).

06

About the Direct Complaint Entry in the Receipt Email

The receipt email you get after a successful payment usually also includes the payment platform's official order-management/complaint entry. You can contact Paddle / Dodo directly there, but we recommend emailing us first — only Soniva can see how credits were actually used, and having us verify first before operating in the payment platform is much faster than going back and forth with the platform's own support.

If you file a chargeback directly with your bank/issuer instead of contacting us first, your account may be temporarily frozen until the dispute is resolved, so we recommend following the application process above.

07

Policy Changes

We may update this policy from time to time to reflect changes in product features or legal requirements. Material changes update the "Last updated" date on this page.

08

Contact Us

If you have any questions about this Refund Policy, email soniva.cde@gmail.com, or reach us via the in-product feedback entry point.