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Legal

Refund Policy

Effective date: July 1, 2025 | AIVI Labs SEZC | Cayman Islands
Contents
  1. Overview
  2. Digital Goods Policy
  3. Refund Scenarios
  4. How to Request a Refund
  5. EU & UK Consumer Rights
  6. Paddle as Merchant of Record
  7. Contact

01 Overview

AIVI Labs offers AI visibility audit products as one-time digital purchases. Because our products involve computational work (crawling and scoring your website) and the delivery of custom PDF documents, our refund policy reflects the digital and bespoke nature of what we provide.

We are committed to delivering real value. If something goes wrong on our end, we will make it right.

02 Digital Goods Policy

All AIVI Labs products are digital deliverables — custom PDF audit reports generated specifically for the website URL you submit. Once your report has been delivered, the service has been rendered in full.

As such, we do not offer refunds after a report has been successfully delivered, except in the specific circumstances outlined below.

This policy is consistent with standard practices for bespoke digital services.

03 Refund Scenarios

Here's a clear breakdown of when refunds are and are not available:

✓
Report not delivered within 48 hours
If you paid and did not receive your report within 48 hours, contact us first. If we cannot deliver, you are entitled to a full refund.
Eligible
✓
Technical error on our side
If a bug or system error caused your report to be incomplete, corrupted, or for the wrong website, we will re-deliver or refund at your choice.
Eligible
✓
Duplicate charge
If you were charged more than once for the same order, the duplicate charge will be refunded in full.
Eligible
~
Report delivered but score seems incorrect
Contact us with specifics. We will review the scan and, if we confirm a scoring error, either re-deliver an amended report or issue a partial/full refund at our discretion.
Case by case
✗
Report delivered, unhappy with your score
A low score reflects the current state of your website, not an error. Scores are a diagnosis, not a guarantee. Refunds are not available based on score outcome alone.
Not eligible
✗
Changed your mind after delivery
Once your custom report has been delivered, the service is complete. Change-of-mind refunds are not available for delivered digital products.
Not eligible
✗
Website blocked during scan
Some websites use security tools (Cloudflare, etc.) that block automated scanners. If your site could not be scanned, we will notify you before delivery and issue a full refund — we will not deliver an empty or zero-score report.
Pre-delivery refund

04 How to Request a Refund

To request a refund, email us at support@aivilabs.io with:

We will acknowledge your request within 1 business day and aim to resolve it within 5 business days. Approved refunds are processed by Paddle and typically return to your original payment method within 5–10 business days, depending on your card issuer.

05 EU & UK Consumer Rights

If you are located in the European Union or United Kingdom, you may have a statutory right to cancel a digital service contract within 14 days of purchase (the "cooling-off period") under the Consumer Rights Directive and related regulations.

However, under applicable law, this right may be waived if you explicitly consent to immediate delivery of the digital content before the cooling-off period expires and acknowledge that doing so waives your right of withdrawal. By completing your purchase and requesting immediate delivery, you provide this consent.

Paddle, as the Merchant of Record, is responsible for handling refund requests that fall under EU/UK statutory consumer rights. If you are an EU or UK customer and wish to exercise your statutory rights, you may also contact Paddle directly.

06 Paddle as Merchant of Record

All AIVI Labs purchases are transacted through Paddle.com Market Limited, which acts as the Merchant of Record. Paddle is responsible for payment processing, tax collection, and is the entity that appears on your bank or card statement.

For billing disputes or payment issues, you may contact Paddle directly through their support portal. For product-related issues (report delivery, scoring, fix pack content), contact AIVI Labs directly at support@aivilabs.io.

07 Contact

For refund requests or billing questions, please contact:

AIVI Labs SEZC
Email: support@aivilabs.io
Response time: Within 1 business day
Website: aivilabs.io