Refund Policy

Effective date: 6 October 2026

This Refund Policy explains refunds, withdrawal rights and billing corrections for the Zelvimo AI API Service operated by Zelvimo OÜ, an Estonian private limited company with registry code 17582420 and registered office at Harju maakond, Tallinn, Haabersti linnaosa, Paldiski mnt 199a-4, 13517, Estonia ("we", "us" or "our"). It forms part of our Terms of Service.

1. Main refund rules

  • You may request a refund of your unused paid balance at any time, including when you close your account.

  • We send an approved voluntary refund within 10 business days of approval, without deducting our payment processing fees. A shorter statutory deadline takes priority where it applies.

  • Consumers have a 14-day right of withdrawal for each top-up, subject to the rules in section 3.

  • Charges for properly provided API requests are generally not refundable under our voluntary policy. Promotional credit has no cash value.

  • These rules do not limit statutory rights concerning non-supply, lack of conformity, billing errors or withdrawal.

2. Refund of unused paid balance

2.1 How to request a refund

Email [email protected] from the address associated with your account. Include the relevant transaction ID and amount where available. We may request information reasonably needed to verify the account and payment.

2.2 Amount refunded

We refund the unused paid balance covered by your request and prevent that amount from being spent while the request is processed. We do not deduct our payment processing fees.

We do not automatically forfeit balance because an account is suspended or closed. Any deduction, withholding or set-off must have a lawful basis under our Terms and applicable law. We will refund the remaining amount and explain any lawful deduction unless disclosure is prohibited.

2.3 Timing, method and currency

We review requests promptly and send approved voluntary refunds within 10 business days of approval. Consumer complaints are handled within the response period in section 8. These voluntary timeframes do not postpone a statutory refund deadline.

Where possible, we refund to the original payment method, in the currency of the original payment. We calculate a partial refund by reference to the unused portion of the relevant payment and its original conversion where applicable. We will explain the calculation if requested. Where several payments contributed to the balance, we will identify the payments covered by the refund.

If the original method cannot receive the refund, we will agree a lawful alternative with you. For a statutory withdrawal refund, an alternative method requires your express agreement and must not cause you a fee. Invoiced top-ups are normally refunded to the bank account from which payment was received. Your bank or payment provider may take additional time to display the refund and may apply charges or conversion under its own terms.

3. Consumer right of withdrawal

3.1 Withdrawal period

If you are a consumer, you may withdraw from a top-up contract within 14 days of its conclusion, without giving a reason. The period normally begins when you make the top-up and the contract is concluded. We provide this right for consumers using the Service; mandatory rights under Estonian, EU/EEA or other applicable consumer law take priority.

This right is separate from our voluntary refund of unused paid balance. If legally required withdrawal information has not been provided, the statutory extension of the withdrawal period applies, including an extension of up to 12 months where applicable.

3.2 Starting the Service during the withdrawal period

Paid balance is normally credited after successful payment. Crediting it does not by itself mean that the top-up contract has been fully performed or that you have lost the right to withdraw.

If you want paid Service to begin during the withdrawal period, we require your express request and the information and acknowledgement required by law before immediate performance starts. Acceptance of general terms or use of the Service alone does not replace those requirements.

If you later withdraw, we may charge only a lawful, proportionate amount for Service supplied before your withdrawal, and only if the required information and express request were obtained. Where the law prohibits a charge because those requirements were not met, no such charge will be made. Any loss of withdrawal rights after full performance applies only when the legal conditions have been satisfied. We do not treat a single API request as an automatic waiver of withdrawal rights over the entire top-up.

3.3 How to withdraw

You may withdraw by sending a clear statement identifying the top-up and expressing your decision to withdraw:

  • email [email protected]; or

  • write to Zelvimo OÜ at Harju maakond, Tallinn, Haabersti linnaosa, Paldiski mnt 199a-4, 13517, Estonia.

Include your account email and the relevant top-up date, amount and transaction reference where available. You may use the model withdrawal form in section 3.4, but this is not compulsory.

It is enough to send your notice before the withdrawal period expires. We confirm receipt without undue delay by email or another durable medium.

3.4 Model withdrawal form

You may use the following form, but it is not compulsory. Complete and send it only if you wish to withdraw.

To: Zelvimo OÜ, Harju maakond, Tallinn, Haabersti linnaosa, Paldiski mnt 199a-4, 13517, Estonia; [email protected].

I hereby give notice that I withdraw from my contract for the following top-up:

Top-up date: ____________________
Amount and transaction reference: ____________________
Consumer's name: ____________________
Consumer's address: ____________________
Account email: ____________________
Date: ____________________
Consumer's signature, only if submitted on paper: ____________________

3.5 Withdrawal refund

We refund the amount paid for the relevant top-up, less only a lawful charge described in section 3.2. We reimburse you without undue delay and within 14 days of receiving your withdrawal notice. We use the same payment method unless you expressly agree otherwise, and we do not charge a refund fee.

We stop further use of the withdrawn paid credit and adjust your account accordingly. Promotional credit is not part of the amount you paid and is not refundable.

3.6 Purchase confirmation

After each top-up, we send an email confirming the contract, payment and amount credited, together with required withdrawal information and any express request and acknowledgement concerning immediate performance. The confirmation is provided on a durable medium.

4. Voluntary refund exclusions

The following are not refundable under our voluntary unused-balance policy:

  • Properly supplied API usage: charges for requests already provided at the applicable listed price, including outputs you dislike. This exclusion does not apply to a statutory remedy for non-supply, lack of conformity or withdrawal.

  • Welcome credit: the USD 1 promotional credit has no cash value, cannot be refunded or transferred and ends when your account closes. It does not expire while your account is open, subject to the abuse rules in the Terms.

  • Other promotional or bonus credit: unless the terms of the particular promotion provide otherwise.

  • Amounts lawfully withheld: only to the extent required by law or supported by a lawful deduction or set-off under the Terms. Any remaining unused paid balance remains refundable.

5. Billing errors and failed requests

If you believe a request was billed incorrectly, a failed request was charged or a top-up was charged twice, contact [email protected] with the request or transaction reference where available.

If we confirm an error, we correct it by crediting the balance or refunding the relevant payment, according to your applicable rights. We do not require you to accept platform credit where the law entitles you to a monetary refund. A request that fails because of an error on our side is not charged.

6. Non-supply and lack of conformity

Consumers retain the statutory digital-service remedies described in section 9 of the Terms. Depending on the circumstances, these include requiring supply or correction, a proportionate price reduction, or termination and reimbursement. Any refund due under those rules will be made within the statutory period, normally within 14 days after the relevant claim or termination notice.

Variation or uncertainty in AI outputs does not itself establish a defect, but an output disclaimer does not excuse failure to supply the Service as contracted or to meet mandatory digital-service requirements.

7. Chargebacks

Please contact us if a payment issue arises so we can investigate. This does not restrict your right to dispute a payment or affect any bank or card-scheme deadline.

We may proportionately restrict an account while a chargeback is investigated where necessary to prevent further loss or misuse. We will not seek duplicate recovery of an amount already returned. If a dispute is found to be unjustified, any recovery of the payment or related fees must have a lawful basis and be supported by evidence; it is not automatic.

8. Complaints and statutory rights

Send refund complaints to [email protected]. We respond to consumer complaints in writing within 15 days of receipt. If more time is lawfully needed, we explain the reason and give a new reasonable deadline. This does not extend statutory reimbursement deadlines.

An eligible consumer resident in Estonia may refer an unresolved dispute to the Consumer Disputes Committee at TTJA: www.ttja.ee/en/consumer-disputes-committee. Cross-border consumers may seek help from their European Consumer Centre. Court remedies remain available.

This Policy is governed by the laws of Estonia and applicable EU law, without depriving consumers of mandatory protection available under the law applicable to them. Nothing in it limits a statutory consumer right.

9. Contact

Zelvimo OÜ
Operator of Zelvimo
Registry code: 17582420
Registered office: Harju maakond, Tallinn, Haabersti linnaosa, Paldiski mnt 199a-4, 13517, Estonia
Refunds and billing: [email protected]