Billing, refunds and disputes

Purchases are final

All payments for subscriptions, add-ons, points and other digital services are final and non-refundable. That includes unused time or points, renewals, upgrades, $1 offers and purchases made by mistake. The Terms, Cancellation section is the full policy. Cancelling stops future charges; it does not refund the current period.

Charges a team member reviews

Open a ticket if you think a charge falls into one of these cases:

• You did not make or authorise the charge.
• You were charged twice for the same purchase.
• You were charged after a cancellation had taken effect.
• A refund or other remedy is required by consumer law where you live.

A team member checks the charge and replies in the ticket. Points returned to your balance after a failed run are separate from a payment refund.

Disputes and chargebacks

Please open a ticket before you dispute a charge with your bank. Most billing problems are fixed faster that way.

If a dispute or chargeback is opened on a payment to us, your account is paused while it is open: you cannot run generations and your points are frozen. To respond, we share our records of the purchase and of the account's use with our payment processor and your card issuer. If the dispute is resolved in our favour, access resumes. The Terms explain this in full.

Invoices

Your invoices are in the Invoices row of your account page.

About Eve Assistant

Eve Assistant's answers are automated and for information only. The Terms, and decisions a team member makes in a ticket, are what count.