Cancellation and Refund Policy

Viewer subscriptions can be cancelled at any time from your account page. Cancellation stops the next renewal; you keep access until the end of the term you have already paid for.

Payments for the current monthly or annual term are not refunded once the term has started, except where required by law or where we cannot provide the service.

Annual Viewer subscriptions cancelled within 14 days of the first payment may be refunded in full.

Creator memberships can be cancelled at any time from your account page. Cancellation stops the next renewal; you keep Creator Studio access until the end of the term you have already paid for.

Payments for the current monthly or annual term are not refunded once the term has started, except where required by law or where we cannot provide the service.

Annual Creator memberships cancelled within 14 days of the first payment may be refunded in full, provided no Creator credits have been used for a production.

Credits are allocated as part of a Creator membership; they are not sold separately. They have no cash value and are never refunded or exchanged for money.

Credits remain usable until the end of your paid term. When your membership ends, your unused credits are frozen for up to 90 days. Frozen credits cannot be used. If you start a new Creator membership within 90 days, your frozen credits are restored in full, once, in addition to the credits of your new membership. Restored credits are kept separately: they do not count towards the rollover limit, are not removed at later renewals, and are used only after your other credits. Each time a later membership ends, the entire unused balance, including restored credits, is frozen again for a new 90-day period. Reactivating within that new period restores that frozen balance in full once; repeated cancellations or reactivations never duplicate credits. The 90 days start on the date your membership ends. While you have no active membership you can still sign in, see your projects and billing, but you cannot spend credits on productions. Your projects are not deleted. After 90 days, frozen credits expire permanently and cannot be recovered.

Upgrades are charged on a prorated basis. Downgrades apply credit for unused time to future invoices rather than as a cash refund.

If you believe you were charged in error, contact us at the Contact page at vivonovella.com/contact within 60 days. We will correct any error we confirm. Nothing in this policy limits rights you have under the Ontario Consumer Protection Act, 2002 or other applicable law.