Withdraw within 14 days
In the app
- Open Settings › Plan and credits.
- Find Withdraw from this purchase · until date and press Withdraw from contract here.
- Read what you get back. It is shown before you confirm.
- Press Confirm withdrawal.
On the web
- Open your account page (Settings › Account › Account page), or Withdraw from a purchase on the Cancel a plan page. Sign in if asked.
- Press Withdraw from contract here next to the purchase. With several, choose one under Which purchase?
- Read what you get back, then press Confirm withdrawal.
Edivo emails a confirmation with the date and time we received it. On the web, the Withdrawal received page shows it too, with a reference.
| Who | Consumers in the EU have this right. We offer the same to business customers |
|---|---|
| When | Until the end of the 14th day after the day you bought (Amsterdam time). The row shows the last day. For a plan, this counts from its first purchase, not from each renewal |
| Reason | None needed |
| Refund | Within 14 days of receiving your withdrawal, to the payment method you used, at no cost to you |
What you get back
| You bought | You get back |
|---|---|
| Credits | The price minus the share for the credits you used. If you used a tenth of the credits, you get 90% back |
| A plan | The plan ends on the day you withdraw. You get the price minus the share for the plan's credits you used. A yearly plan's price covers all twelve months of credits |
| Everything used | Nothing: once all credits of a purchase are used, you can no longer withdraw |
Your editor, projects and exports are not affected.
Other ways to withdraw
| Way | How |
|---|---|
| To hello@edivo.ai from your account's email address, saying which purchase you withdraw from. You may use the model form in the refund policy | |
| Phone | +31 6 14474427. Say which purchase you withdraw from. We confirm by email to your account's address |
| Link, our payment partner | Ask Link's support to cancel the purchase within its own 14-day cooling-off period (link.com/terms). If Link refunds it, that counts as your withdrawal, and the credits of that purchase end |
We confirm every withdrawal we receive by email, with the date and time we received it.
9 more details
- Before the payment page opened, you ticked Start now: I lose my 14-day right of withdrawal for credits I use. That is why the credits you used are paid for. Edivo asks it wherever the right may apply (the EU, the EEA and the UK, or when we don't know your country yet), also before a change to another plan. We record that you ticked it; for a new plan or credits, the purchase email confirms it.
- The refund is paid out through Link, to the payment method you used.
- Other refunds: credits back for a request that failed through a fault on our side; the extra payment if we charge you by mistake or twice; the unused part if we make a paid feature clearly worse, end your account without a reason on your side, or stop the AI service.
- Something you paid for does not work as promised? Your legal guarantee applies. It comes from us, not from the payment partner.
- Otherwise we do not refund part of a period or unused credits after the 14 days.
- Signing in on the web to withdraw asks for nothing else: no new consent, and no new account.
- An account waiting for deletion can still withdraw until the period ends.
- Link can also refund a payment within 60 days in some cases, for example a payment you did not make, a duplicate payment, or a purchase you did not receive. Its refund policy applies alongside ours; where it gives you more, you get more.
- Please contact us before you ask your bank or card company to reverse a payment. It is usually faster.