Refund and Returns Policy

Last updated: 2 July 2026

This Refund and Returns Policy explains how refunds, cancellations and returns are handled for purchases made through
nivella.app. It applies to Nivella products, digital downloads, software licenses, AI Credits,
subscriptions, SaaS access, implementation services and related digital products or services.

Nivella products are generally digital products and online services. Because of this, there are usually no physical goods
to return. However, we want our refund process to be clear, fair and compliant with applicable consumer protection rules.

1. Contact details

If you have questions about a refund, cancellation, order or product access, please contact us:

Email: hello@nivella.app
Website: https://nivella.app
Support page: https://nivella.app/support/

If required for your business records, our full legal business details may also be provided in order confirmations,
invoices, Terms and Conditions or other legal documents connected with your purchase.

2. Digital products and services

Most Nivella products are delivered digitally. This may include, but is not limited to:

WordPress plugins and plugin downloads;
software license keys;
SaaS account access;
Nivella Assistant AI features;
Nivella PQM products and modules;
AI Credits and credit packages;
Credit Wallet-related access;
digital documentation, configuration or setup materials;
online services, support services or implementation services.

Digital products may become available immediately after purchase, account activation, license activation, download,
credit assignment or service activation.

3. Consumer withdrawal rights

If you are a consumer, or a person who has similar withdrawal rights under applicable law, you may have the right to
withdraw from an online purchase within 14 days without giving a reason.

However, this right may not apply, or may be limited, where digital content or digital services are supplied before the
end of the withdrawal period after you have expressly requested immediate access or immediate performance and have
acknowledged that this may result in the loss of your withdrawal right.

Where required by law, this information will be presented during checkout or before digital delivery begins.

4. Loss of withdrawal right for immediate digital access

When you purchase digital content, software, license access, AI Credits, SaaS access or another digital service and you
request immediate delivery or immediate activation, you may lose the right to withdraw from the contract once delivery,
activation, access or performance has started, provided that all legally required conditions are met.

This may apply, for example, when:

a plugin file has been downloaded;
a license key has been generated, activated or assigned;
a SaaS account has been activated;
AI Credits have been assigned to an account, website, wallet or site ID;
AI Credits have been used;
a digital service has started;
custom setup, implementation or configuration work has started at your request.

This does not limit any rights you may have under applicable law if a product is defective, not as described, not
delivered, or if mandatory consumer protection rules provide otherwise.

5. Refunds for unused digital products

We may consider a refund for a digital product if:

you contact us within 14 days of purchase;
the product has not been downloaded, activated, assigned or used;
no license key has been activated;
no AI Credits have been used or assigned in a way that starts performance;
no custom setup, implementation or service work has started;
the refund is not excluded by applicable law or by the product conditions accepted during checkout.

Each request is reviewed individually. We may ask for your order number, account email, website URL, license key,
product name and a short explanation of the issue.

6. AI Credits and Credit Wallet refunds

AI Credits are digital usage credits for supported Nivella AI workflows. They may be used for AI conversations,
assistant replies, Knowledge Base-based answers, Service Center assistance, AI Copilot workflows or other supported
AI-powered features depending on plan and configuration.

Refunds for AI Credits may be considered only where credits have not been used, consumed, assigned to an active service,
or otherwise connected with started digital performance.

Used AI Credits are not refundable, except where required by applicable law or where we confirm that there was a technical
error directly caused by Nivella systems.

7. Software licenses and plugin downloads

Refunds for software licenses, plugin downloads or digital files may be refused where the product has already been
downloaded, activated, assigned, used or connected to a website, provided that the required legal conditions for immediate
digital delivery were met.

Before requesting a refund, we recommend contacting support if the issue is technical. In many cases, installation,
activation or compatibility questions can be solved without cancelling the order.

8. Subscriptions and recurring payments

Some Nivella products or services may be sold as subscriptions. A subscription may provide access to updates, support,
SaaS features, AI workflows, product access or other recurring services.

You may cancel future renewals according to the subscription settings available in your account or by contacting support.
Cancellation prevents future billing but does not automatically refund the current billing period unless required by law
or separately approved by us.

Refunds for already started subscription periods may be refused where access or service performance has already started,
unless mandatory law provides otherwise.

9. Custom setup, configuration and implementation services

Custom setup, configuration, implementation, consulting or development services are handled individually.

If you request that service work begins before the end of any withdrawal period, you may be required to pay for the part
of the service already performed if you later cancel, unless applicable law provides otherwise.

Completed custom work, delivered configuration, implementation services and individually prepared work are generally not
refundable, except where required by law or where we separately agree otherwise in writing.

10. Technical problems

If you experience a technical problem, please contact support before requesting a refund. We may ask for:

your order number;
your account email;
the website URL where the product is installed or connected;
the product name and version;
screenshots or error messages;
a description of the steps that caused the issue.

If we cannot resolve a confirmed product issue and the product cannot reasonably be used for its intended purpose,
we may approve a refund, replacement, credit, extension or another suitable solution depending on the circumstances.

11. Non-refundable situations

To the extent permitted by applicable law, refunds may be refused in the following situations:

the digital product has been downloaded;
the license has been activated or assigned;
AI Credits have been used or consumed;
the SaaS account or digital service has been activated and performance has started;
custom setup or implementation work has started at your request;
the request is made after the applicable refund or withdrawal period;
the issue is caused by third-party software, hosting, incorrect configuration or unsupported modifications;
the product was purchased by mistake and has already been accessed, activated or used;
the request concerns a change of mind after immediate digital delivery started with your consent.

This section does not limit mandatory consumer rights, statutory warranty rights or rights related to defective products
where such rights apply.

12. Business purchases

If you purchase Nivella products as a business, company, organization, agency or professional user, refund and cancellation
rights may be different from consumer rights.

Business purchases are generally final once digital access, license activation, credit assignment, download or service
performance has started, unless otherwise agreed in writing or required by applicable law.

13. How to request a refund

To request a refund, contact us at hello@nivella.app or use the support form at
https://nivella.app/support/.

Please include:

your full name or company name;
your account email;
your order number;
the product or service name;
the website URL connected with the product, if applicable;
a short description of the reason for the request.

We may need additional information to verify the order, license, download, activation, credit assignment or usage status.

14. Refund processing

If your refund is approved, it will usually be processed using the original payment method.

Processing time may depend on the payment provider, bank, card issuer or WooCommerce payment gateway.

Where required by law, approved refunds will be processed within the legally required time limit.

15. Chargebacks and payment disputes

If you have a problem with your order, please contact us before opening a payment dispute or chargeback.

We are usually able to check product access, license activation, credits, downloads or technical issues faster when you
contact support directly.

16. Changes to this policy

We may update this Refund and Returns Policy from time to time to reflect product changes, legal requirements,
payment provider rules or changes in our business model.

The version published on this page applies at the time you access it. For purchases, the policy and terms applicable at
the time of purchase may also apply.

17. Summary

Nivella products are primarily digital products and online services. Refunds may be possible in some cases, especially
before digital access, activation, download, credit usage or service performance begins. Once digital delivery or service
performance starts with the required consent, refunds may be limited or unavailable, except where mandatory law provides
otherwise.

Refund and Returns Policy
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