Last updated: 13 May 2026
Refund Policy
This Refund Policy applies to credits and subscriptions purchased to use the Vivly Services from Concreate Technologies Private Limited ("Vivly"). It is part of, and incorporated into, the Terms of Service.
1. Nature of credits
Credits are a prepaid accounting balance held against your Vivly account, used solely to consume Vivly Services. Credits are not money, are not a stored-value instrument, are not redeemable at any merchant other than Vivly, and are not transferable between unrelated accounts.
2. Credit expiry
Purchased credit packs are valid for twelve (12) months from the date of purchase. Subscription credits roll over for three (3) months before expiring. We will email a reminder at 60 days and again at 14 days before expiry.
3. Cooling-off refund on first top-up or first subscription month
New customers may request a refund of the unused balance from their first credit-pack top-up or their first month of a subscription within fourteen (14) days of purchase, provided that less than 25% of the purchased credits have been consumed. Refunds are returned to the original payment method, less any consumed-credit value and any non-refundable transaction fees charged by our payment processor.
4. Pro-rated refund on account closure
If you close your account at any time, Vivly will, on written request to billing@vivly.in within thirty (30) days of closure, refund the unused, unexpired credit balance to the original payment method, less (a) consumed-credit value, (b) any outstanding fees, and (c) any payment-processor fees that cannot be reversed. Refunds will be processed within fifteen (15) business days of approval.
5. Service-level credits
If Vivly experiences an outage or material defect in the Services that prevents your use for more than the threshold defined in your order form or SLA, you may be eligible for service-credits added back to your balance. These are not cash refunds and do not extend expiry beyond the originally applicable period.
6. Subscription cancellations
You may cancel a subscription at any time. The subscription remains active through the end of the current billing period; no refund is provided for the unused portion of that period unless clause 3 applies. Renewal will not occur after cancellation.
7. No refunds in the following cases
(a) Credits consumed in normal use of the Services; (b) credits forfeited under expiry per clause 2; (c) accounts suspended or terminated for breach of the Acceptable Use Policy; (d) chargebacks or disputes raised without first contacting Vivly support; (e) requests received outside the windows in clauses 3 and 4.
8. Chargebacks
If you believe a charge is incorrect, contact billing@vivly.in before initiating a chargeback with your card issuer. We will respond within 5 business days. Chargebacks raised without first contacting us may result in account suspension while we investigate and provide our payment processor with the relevant logs (account creation, top-up confirmation, API call records, refund correspondence).
9. Taxes and processor fees
GST and any other applicable taxes collected at the time of purchase are refunded only to the extent allowed by law and where the tax can be reversed by Vivly. Payment-processor and currency-conversion fees that cannot be recovered by Vivly may be deducted from the refund amount.
10. How to request a refund
Email billing@vivly.in from the account-owner email with the subject "Refund Request - [Account ID]" and include the invoice number(s), top-up date(s), and reason. We will acknowledge within 5 business days and process eligible refunds within 15 business days of approval.
11. Changes
We may update this Refund Policy. Changes apply prospectively to credits purchased on or after the "Last updated" date.