Refund & Cancellation Policy

Rinevo operates a postpaid billing model for monthly subscriptions. When you subscribe to a paid plan, your payment method is registered with €0.00 charged upfront. You are only billed at the end of each 30-day billing cycle for your selected tier.

Monthly subscriptions (Starter, Growth, Pro Dual-Market, Global Enterprise) are billed in arrears at the end of each 30-day cycle. Since no payment is taken upfront, our refund policy for subscriptions works as follows:

• Pre-Cycle Cancellation: If you cancel your subscription before the first billing cycle ends, you will not be charged at all. Your API access continues at the elevated tier limits until the cycle end date.
• Post-Billing Refund Window: If you have been billed for a completed cycle and believe the charge was made in error, you may request a refund within 7 calendar days of the billing date. Refunds are processed on a case-by-case basis.
• Pro-Rata Refunds: For annual or multi-month prepaid plans (if applicable), unused full months may be refunded on a pro-rata basis, minus a 10% administrative processing fee.
• Mid-Cycle Downgrades: If you downgrade to a lower tier mid-cycle, the higher tier rate applies for the current billing period. The new rate takes effect from the next cycle.

Pay-As-You-Go credit packs (Starter Pack, Volume Pack, Master Pack, Global Lifetime Pass) are one-time purchases. Credits do not expire and can be consumed at your own pace.

• 14-Day Refund Window: You may request a full refund within 14 calendar days of purchase, provided that zero (0) API credits have been consumed from the pack.
• Partial Usage: If any credits have been consumed, the pack is considered activated and is non-refundable. This includes automated queries, test requests, or any API call that decrements your credit balance.
• Duplicate Purchase: If you accidentally purchased the same credit pack twice, contact our support team within 48 hours for a goodwill refund of the duplicate order.
• Technical Failure: If a technical issue on our end prevented you from accessing the API after purchasing credits, we will either resolve the issue or issue a full refund at your request.

The Free Sandbox Tier requires no payment information and incurs no charges. As there is no financial transaction, no refund applies. You may use the sandbox tier indefinitely for testing and evaluation purposes.

We believe cancellation should be as easy as sign-up. You can cancel your subscription at any time through any of the following methods:

To request a refund, contact our support team with the following information:

• Your account email address or API key
• The plan or credit pack you wish to refund
• Reason for the refund request
• Date of purchase or billing cycle date

Processing Timeline:

Refunds are always issued to the original payment method used for the transaction. Processing time may vary depending on your bank or payment provider.

If you are a consumer located in the European Union, you are entitled to a 14-day right of withdrawal from any distance contract (online purchase) under the EU Consumer Rights Directive.

Important Exceptions: For digital services (API access) where you have given your prior express consent to begin performance immediately and acknowledged that you thereby lose your right of withdrawal, the 14-day withdrawal right may not apply once the service has been accessed.

If your withdrawal is valid, we will reimburse all payments received from you within 14 calendar days of receiving your withdrawal notification, using the same payment method used for the initial transaction.

The following items and circumstances are generally not eligible for refunds:

• Consumed API Credits: Credit packs where any portion of credits has been consumed through API requests.
• Completed Billing Cycles: Monthly subscription charges for billing cycles that have already been fully served (API access was available throughout the period).
• Account Violations: Accounts terminated for violation of our Terms of Service are not eligible for any refund.
• Promotional or Discounted Purchases: Services purchased with promotional codes, special discounts, or partner referral credits may have modified refund terms as stated at the time of purchase.

We aim to resolve all refund requests amicably and within the timelines stated above. If you are unsatisfied with our decision regarding a refund request, you may:

• Escalate through our support team for a senior review
• File a chargeback dispute with your payment provider (note: chargebacks may result in account suspension pending investigation)
• Contact your local consumer protection authority if you believe your statutory rights have been violated

For all refund-related inquiries, please contact:

• Email: [email protected]
• Domain: www.rinevoapi.com
• Telegram: Support Channel