Refunds Policy

How refunds work on Sovawave (https://sovawave.com), operated by THALVEN LTD (Company No. 17421785, referred to below as “the Company”). Read this together with the Payment and Billing Policy. Nothing in this policy removes any statutory right that cannot lawfully be excluded. 1. How purchases work Each Sovawave purchase is a separate, one-off top-up of prepaid credits. There are no renewals or repeat payments, and nothing is charged to your card in the background — you are only charged when you confirm an order yourself. Credits appear on your balance as soon as the payment clears and are spendable across the platform. Because they are usable from the moment they arrive, a pack is treated as consumed once you start to spend it, subject to the rules below. 2. When we may refund We review refund requests fairly in the following cases. Failed renders are refunded automatically. Where a video or image generation fails on our side (the model returns an error, no output is produced, a timeout occurs before delivery), the credits reserved for that render are returned to your balance automatically without a support request. This is by design: failed generations cost nothing. Untouched or lightly used pack. A full refund of a credit pack may be issued where you have consumed less than 50% of the credits in that pack and the request reaches us within the time limit in section 4. Confirmed platform failure. Where a genuine technical fault on our side prevents meaningful use of the paid features for a sustained period (normally more than 72 hours from a complete support report) and cannot be resolved by fix, workaround or credit reissue, a full or proportionate refund may be considered. Billing error. Verified duplicate payments and other clear billing mistakes will be corrected. Statutory rights. Rights that cannot lawfully be excluded remain unaffected regardless of the sections below. Approved refunds are returned to the original payment method. Depending on your bank, the funds usually clear within 5 to 10 business days. 3. When refunds do not apply We are unable to issue a refund where: • the 30-day window in section 4 has already passed; • more than 50% of the credit pack has been consumed; • the account has been suspended or closed for a breach of our Terms or the Acceptable Use Policy; • the credits were granted rather than purchased (promotional balance, referral reward, goodwill credit); • the concern is a matter of taste, style, aesthetic, composition, quality or perceived usefulness of an output (text, code, image, audio, video or otherwise) where the tool executed the request as designed; • the underlying issue was caused by your device, your connection, third-party software you use with Sovawave, or an unsupported integration; • the law otherwise excludes a refund. Partial refunds against a partially spent pack are not offered: it is a full refund on the pack or none. 4. Deadline for refund requests To comply with the operational requirements, dispute timeframes, and refund processing rules established by payment card schemes, payment processors, and financial institutions involved in the transaction, all refund requests must be submitted within thirty (30) calendar days from the date on which the relevant payment was completed. Refund requests received after the expiration of this period may be deemed ineligible for processing, as the Company may no longer have the ability to recover, reverse, or otherwise return the funds through the applicable payment channels. The Company reserves the right to reject any refund claim submitted outside the 30-day period and shall not be liable for any inability to process a refund where the request was not submitted within the required timeframe. 5. No subscriptions to cancel Because Sovawave does not operate any subscription, plan or standing authority against your payment method, there is no billing cycle to end and nothing to unsubscribe from. Any credit balance you already hold stays available until you spend it or your account is closed. You can close your account at any point by writing to [email protected]. Unspent credits at the point of closure are forfeited. 6. Asking for a refund Email [email protected] from the address on your account with: • the account email; • the order or transaction reference and receipt if you still have it; • the date and amount of the payment; • the pack size and, roughly, how much has been spent; • the ground you are relying on (see section 2) and any supporting details, screenshots or error messages. We aim to acknowledge requests within 24 hours on business days and to reach a decision within 5 to 10 business days once we have the information we need. 7. Disputing a charge with your bank Please raise any suspected billing error with us before contacting your bank. Opening a chargeback before we have had a fair opportunity to look at the matter may lead to your account being suspended while the dispute is investigated. 8. Changes to this policy This Refund Policy may be revised for operational, legal or payment-processing reasons. The version in force at the moment a request is submitted applies, unless the law requires otherwise. Get in touch THALVEN LTD Dept 6940, 196 High Road, Wood Green, London, England, N22 8HH Company number 17421785 +44 7488 818275 [email protected] Last updated: 12 October 2026