Last updated: 24 June 2026
1. Overview
This Refund & Cancellation Policy explains how refunds, cancellations, subscriptions, credit packs, failed AI/tool runs, and billing issues are handled for Canvix.io.
2. 30-day refund window
You may request a refund within 30 days of an eligible payment. This applies to paid subscriptions and paid credit packs unless an exception below applies or applicable law requires a different result.
To request a refund, contact us through the Contact page or email [email protected] with your account email, purchase date, payment reference if available, and reason for the request.
3. Subscriptions
- Subscriptions renew automatically until cancelled.
- You can cancel from your account billing area or by contacting support.
- Cancellation normally stops the next renewal. You usually keep paid plan access until the end of the current billing period.
- If a subscription payment is refunded, we may remove or adjust plan access and related subscription credits.
4. Credit packs and credits
- Credit packs are one-time purchases that add paid credits to your account.
- Paid credits generally do not expire while your account remains active and in good standing.
- Monthly/free/subscription credits may reset at the end of each billing period and usually do not roll over unless the Pricing page or billing area says otherwise.
- If a credit pack is refunded, unused credits from that purchase may be removed from your account. If credits have already been used, we may provide a partial refund, decline the refund, or handle the case at our discretion, subject to applicable law.
5. Failed AI generations and tool failures
If an AI generation, video generation, background tool, export, or other credit-based tool fails because of a Canvix-side or upstream provider technical error and no usable output is produced, credits should not be spent or should be restored where the system detects the failure.
If you believe credits were spent incorrectly, contact support with the approximate time, tool used, prompt/job details if available, and your account email. We may restore credits after reviewing the issue.
Credits may still be spent where a tool successfully produces an output, even if the result is subjective, imperfect, low quality, or not exactly what you wanted. AI outputs are probabilistic and cannot be guaranteed.
6. Duplicate, unauthorised, or mistaken payments
If you were charged twice, charged after cancellation, or believe a payment was unauthorised, contact us as soon as possible. We will investigate and may issue a refund, reverse the credit allocation, or ask you to work with your payment provider depending on the situation.
7. Refund exceptions
We may refuse, reduce, or delay a refund where we reasonably believe there is abuse, fraud, policy violation, chargeback misuse, high-risk activity, excessive consumption of credits, attempts to bypass limits, or use of Canvix for prohibited content or infringement.
Refunds do not override our right to suspend or terminate accounts that violate our Terms, Acceptable Use & AI Safety Policy, or Copyright & DMCA Policy.
8. Refund processing time
Approved refunds are usually sent back to the original payment method. Your bank, card issuer, or payment provider may take additional time to show the refund.
9. Contact
For billing, refund, or cancellation help, use the Contact page or email [email protected].
