Refund policy

Purchases and eligibility

A credit pack is available only when the pricing page offers an active checkout. Packs are one-time purchases, not recurring subscriptions. Request a refund for unused purchased credits within 14 days of payment. We review the original order, the amount paid and credits already used before confirming any refund. Mandatory consumer rights remain unaffected.

Failed processing is different from a cash refund

A failed or confirmed cancelled processing task restores its reserved processing credit. Downloading an existing result again does not charge another credit. These are credit adjustments, not refunds to your payment method. If a task status is uncertain, check its status before submitting it again.

Partial refunds and payment disputes

A partial refund is reconciled against its original order. We do not remove credits from unrelated purchases. A refund or payment dispute can temporarily pause new processing while we reconcile the remaining entitlement. Previously completed results remain accessible under their existing retention rules. We will explain the outcome and remaining credits; we do not promise instant or automatic refunds.

How to request a refund

Email hello@mattevia.com with your order number and reason. Do not send card numbers, passwords or payment credentials. Approved refunds are returned through the original payment provider; bank processing time varies. There is no guaranteed response or settlement time. See the terms of use.