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Refund & Cancellation Policy

Effective Date: 25 January 2025

Issued By: Nuvra Limited (Masdar City Free Zone, Abu Dhabi, UAE)

Contact: billing@nuvra.agency

1. PURPOSE AND SCOPE

1.1 This Refund & Cancellation Policy (“Policy”) establishes the terms under which Users of the Vibe Coding Platform (“Platform”) operated by Nuvra Limited (“Nuvra”, “Nuvra Tech”, “Company”, “we”, “us”, “our”) may cancel subscriptions and request refunds.

1.2 This Policy applies to all Subscription Plans, Token purchases, upgrades, renewals, and fees paid by Users.

1.3 This Policy is incorporated into and shall be read in conjunction with the Terms of Service and the Subscription & Billing Policy.

2. GENERAL PRINCIPLES

2.1 All subscription fees and Token purchases are non-refundable, except as expressly set forth in this Policy.

2.2 The digital Services provided by Nuvra Tech are considered delivered upon access activation, consistent with UAE digital service norms.

2.3 For clarity, Tokens/credits have no monetary value, are non-convertible, and are non-refundable under all circumstances.

2.4 Users are responsible for reviewing subscription details prior to purchase.

3. ELIGIBILITY FOR REFUNDS

Refunds may be granted only in the following limited, clearly defined circumstances:

3.1 Technical Failure of the Platform

A refund may be approved if:

the Platform experiences a continuous service outage lasting more than 48 consecutive hours, and
b. the outage prevents the User from accessing core paid features of the Platform, and
c. the issue is determined to be attributable solely to the Company’s systems, not third-party failures, User systems, or external factors.

Refunds shall be limited to:

prorated subscription fees for the affected period; or
Token compensation at the Company’s discretion.

3.2 Duplicate Billing

If a User is charged more than once for the same subscription period due to a billing error by the Company, the duplicate charge shall be:

refunded in full, or
credited toward future billing cycles, at the User’s request.

3.3 Unauthorized Charges Caused by System Error

If the Company’s billing system processes an unauthorized charge without User action or consent, and such charge is verified through internal audit, a refund will be issued.

Unauthorized charges arising from compromised User accounts are evaluated under Section 9.

3.4 Regulatory or Legal Requirement

Refunds may be issued where mandated by:

UAE consumer protection authorities;
UAE courts;
applicable UAE Federal Law.

4. NON-REFUNDABLE ITEMS

Under no circumstances will refunds be issued for:

4.1 Token/Credit Purchases

Tokens are strictly non-refundable and non-transferable.

4.2 Partial Subscription Periods

Users cancelling mid-cycle are not entitled to refunds for unused time.

4.3 Usage-Based Consumption

Fees incurred through legitimate Token usage are final.

4.4 Introductory or Promotional Offers

Discounted subscriptions are non-refundable unless required by law.

4.5 Account Suspension for Policy Violations

Refunds are not issued when access is revoked due to breach of:

Terms of Service
Acceptable Use Policy
Security violations
Abuse of Token system
Non-payment

4.6 User Error

Mistaken purchases due to User oversight are non-refundable.

5. CANCELLATION POLICY

5.1 User-Initiated Cancellation

Users may cancel their subscription at any time via the Platform’s account settings.

Upon cancellation:

the subscription remains active until the end of the current billing cycle;
b. no further charges will be applied;
c. unused Tokens expire immediately upon cycle end;
d. no refunds will be issued for the remaining subscription period.

5.2 Company-Initiated Termination

The Company may terminate access under circumstances including but not limited to:

policy violations;
unlawful activities;
misuse of Tokens or AI tools;
payment failures.

Refunds in such cases will not be granted.

6. REFUND REQUEST PROCESS

6.1 Submission of Request

Refund requests must be submitted to: billing@nuvra.agency

and must include:

User’s full name;
account email address;
invoice number(s);
date of transaction;
description of issue;
supporting documentation.

6.2 Review Timeline

The Company will acknowledge receipt within 5 business days and conduct a review.

6.3 Approval or Denial

A decision will be issued within 15 business days, unless additional investigation is required.

6.4 Refund Method

Approved refunds will be:

processed to the original payment method; or
issued as account credit, only if chosen by the User.

Refunds may take up to 30 days to appear in the User’s account depending on financial institutions.

7. DISPUTED CHARGES

7.1 Users must notify the Company of disputed charges within 15 days of the billing date.

7.2 Users must not initiate chargebacks without first engaging in the Company’s internal dispute process.

7.3 All disputes will be governed by the hybrid dispute resolution mechanism in the Terms of Service:

Negotiation
Mediation
Binding Arbitration (ADCCAC)

8. PAYMENT FAILURES AND ACCOUNT IMPACT

8.1 If a payment fails, the User must promptly update their payment method.

8.2 Persistent non-payment may result in:

subscription suspension;
account termination;
deletion of data;
refusal of future service.

Refunds are not available in such cases.

9. FRAUD, ABUSE, AND SECURITY INCIDENTS

9.1 The Company may deny refunds if a User:

engaged in fraudulent activities;
compromised their own account;
shared credentials;
violated UAE laws;
misused the Platform.

9.2 Refunds may be denied where misuse of Tokens or AI capabilities is detected.

10. EXCEPTIONAL CIRCUMSTANCES

Nuvra Tech may, at its sole discretion, approve refunds in exceptional cases where:

extraordinary hardship is demonstrated;
failure arises from Company error;
commercial fairness warrants an exception.

Such decisions are non-precedential.

11. AMENDMENTS

The Company reserves the right to modify this Policy at any time.

Updates will be published with a revised Effective Date. Continued use of the Platform constitutes acceptance.

12. GOVERNING LAW

This Policy is governed by:

UAE Federal Laws;
Laws of the Emirate of Abu Dhabi;
Masdar City Free Zone regulations.

13. CONTACT INFORMATION

For refund or cancellation inquiries:

Nuvra Limited
Masdar City Free Zone

Abu Dhabi, United Arab Emirates

billing@nuvra.agency