01General rule
Codvian credits are sold as one-time purchases. A valid, completed purchase is non-refundable, except where applicable law requires a refund or as described below. This does not affect rights you have under applicable consumer law that cannot be waived.
02When we put it right
We will investigate and, where appropriate, refund or re-credit in these situations:
- Duplicate charge: you were charged more than once for the same purchase. We refund the duplicate charge(s).
- Failed payment with a debit: the payment did not complete but money left your account. If it is not auto-reversed by your bank, we help trace it and refund any amount we received.
- Unauthorized transaction: a charge you did not authorize. Contact us promptly so we can investigate and, where confirmed, refund it.
- Incorrect amount: you were charged an amount other than the correct price. We refund the difference, or the full amount if the charge was wholly incorrect.
- Payment-system error: a fault in our billing or the payment system meant the service or credits were not delivered. We deliver the credits or refund the charge.
03If Codvian cannot provide what you bought
If a confirmed problem on Codvian’s side — for example the managed models included with your credits are unavailable, or a persistent service fault prevents you from using purchased credits — stops you from using the service, tell us. We investigate and work to fix it, and we aim to resolve such issues within two to three business days of your report. This is our internal service target, not a statutory deadline.
If the problem is confirmed to be on our side and is not resolved within that window, you may request a refund for the unused credits from the affected purchase, or have them restored or extended. A temporary outage of one third-party model while others remain available, a problem with your own device, network or provider key, or a change of mind does not by itself make a purchase refundable. Reporting a problem or requesting a refund does not automatically mean a refund is due; we decide each request under this policy and applicable law, and tell you the outcome by email.
04Failed, pending and cancelled payments
- Failed or cancelled: no credits are added. If money left your account, it is normally reversed automatically by the payment network; if it is not, contact us with the payment identifier.
- Pending: credits are added only after the payment is confirmed. A payment that is never confirmed adds no credits and is reversed by the payment network.
- Successful: credits are added once, after we verify the payment. Paying twice for the same order is treated as a duplicate charge (see above).
05How to request
Email support@codvian.com from your account email with the payment identifier, the date and amount, and a short description. Do not send full card numbers. We respond and, where a refund is due, process it to the original payment method.
06Reversal timelines
Approved refunds are issued to the original payment method through our payment processor, Razorpay. The time to appear in your account depends on your bank or card network; typical reversal timelines are a few business days and up to around 5–10 business days in some cases. We will confirm when a refund has been initiated.
07Microsoft Store
The Codvian app is downloaded from the Microsoft Store but credit purchases are made in the Codvian dashboard, not through the Store. If you ever make a purchase processed by Microsoft, that purchase follows Microsoft’s refund process through your Microsoft account.
08Provider charges
Usage billed by your own model provider (BYOK) is between you and that provider. Codvian cannot refund it.