Refund Policy

Who processes your payment

Card payments are processed by Creem, acting as our merchant of record: Creem is the authorized seller of record for card transactions, its name may appear on your bank statement, and approved card refunds are issued through Creem to your original payment method.

Cryptocurrency payments are processed by NOWPayments. Crypto transactions are confirmed on the blockchain, so refunds work differently — see the crypto section below.

Subscriptions

Unlimited plans are billed monthly in USD. The fee for a billing period that has already started is non-refundable — you keep full access until the end of the paid period.

You can cancel renewal at any time: card subscriptions — in the billing portal from your account page; crypto subscriptions are prepaid for 30 days and simply do not renew unless you pay again. If you were charged after cancelling, or charged twice, contact us within 14 days and we will refund the erroneous charge in full.

Credit packs

A completely unused credit pack (no credits spent) can be refunded in full within 14 days of purchase. Once any credits from the pack have been spent, the pack is non-refundable — the remaining credits stay on your balance and never expire.

Duplicate, mistaken and unauthorized payments

Duplicate charges, technical errors on our side and confirmed unauthorized transactions are refunded in full, regardless of the timelines above. If you believe a payment was made without your authorization, contact us immediately at [email protected].

How to request a refund

Write to [email protected] from the e-mail linked to your tonvio account. Include the payment date, the amount and the payment method (card or crypto). We respond to every request within 3 business days.

Approved card refunds are issued via Creem to the original payment method; banks usually post them within 5–10 business days. Approved crypto refunds are processed via NOWPayments case by case and returned to the originating wallet; blockchain network fees may be deducted from the refunded amount.

Cryptocurrency specifics

Crypto payments are quoted in USD at the moment of the invoice. If you send less than the invoiced amount (underpayment), the purchase is not activated automatically — contact support and we will either help you complete the payment or refund what was received, minus network fees. Exchange-rate movements between payment and refund are not compensated: refunds are calculated from the USD price of the purchase.

Chargebacks

If you have any problem with a payment, please contact us first — almost every issue is resolved by support faster than a bank dispute. As merchant of record, Creem may also issue a refund at its own discretion within 60 days of purchase — for example, to resolve a payment problem or prevent fraud.

Your statutory rights

Nothing in this policy limits rights that consumer-protection law of your country gives you. Where the rules of a payment provider or applicable law grant you more rights, they prevail.

Contact

All refund requests and questions about this policy: [email protected].