This page is translated for convenience. Where a translation and the English differ, the English text governs.
Refund policy
PROMIVO sells subscriptions to its software, and this page says what happens to the money when one is cancelled or something goes wrong. Custom-built agents are part of a subscription rather than a separate purchase, so the same terms cover them.
Who processes a refund
Our payment provider is the merchant of record for every purchase: it is the seller on your card statement and on your invoice, and it issues any refund. Ask us and we will arrange it; the money is returned to the card or account it came from, usually within five to ten business days depending on your bank.
Subscriptions
- You can cancel at any time. Cancellation takes effect at the end of the period you have already paid for, and you keep full access until then — including any agents you hold on your plan.
- Because access continues to the end of the period, the remainder of a cancelled month or year is not refunded by default.
- If something went wrong — you were charged after cancelling, charged twice, or the platform was unavailable for a meaningful part of the period — write to us and we will refund it. That is a fault on our side, not a change of mind, and it is treated as one.
Custom-built agents
Custom AI agents are an included benefit of eligible PROMIVO subscription plans. They are not sold as separate products or standalone services, there is no separate price for one, and nothing is charged when you send a brief.
- One is included with an annual All-Access plan, one with an annual Team plan, and one with an annual Enterprise contract. Which of the three scopes applies is settled from the brief you send.
- Because the agent is part of the subscription and not a purchase of its own, the subscription terms above are the ones that apply to it. There is no separate refund for a custom agent, because there is no separate payment for one.
- If what was delivered does not match the brief you sent, that is ours to fix. We will correct it, and if it cannot be made to match, it is treated as a fault on our side under the subscription terms above.
An agent that has already been built for you stays in your workspace. Unlike an agent held through a plan slot, one built from your brief is not released when a subscription ends.
AI provider costs are not ours to refund
Agents run on your own AI provider account under your own API key. Those charges are between you and that provider, at their prices, and PROMIVO neither receives nor can return any part of them. A refund from us covers what you paid us and nothing else.
Your statutory rights
If you are a consumer in the EU or the UK you have a statutory right to withdraw from a distance contract within 14 days. For digital content and services supplied immediately, that right ends once supply has begun with your express consent — which is what you give when you start using the platform inside the 14 days. Nothing on this page reduces any right you have under the law that applies to you; where the two differ, the law wins.
Asking for a refund
Use the contact form with the email address on the account and roughly when you were charged. You do not need an invoice number — we can find the payment from either. We answer within one business day.