Refund & Cancellation Policy

Last updated: 17 October 2026

1. Scope

This policy covers the two product types purchasable through xvirals.com:

Monthly subscription — a plan-based digital service that renews automatically.
Credit pack (top-up) — a one-off purchase of usage credits added to your account immediately.

The Merchant of Record for paid plans and credit packs is Dodo Payments; payment collection, invoicing, tax calculation and refund disbursement are handled by Dodo Payments, and Dodo Payments appears on your card statement.

2. Cancelling a Subscription

You can cancel from the /dashboard/billing page in one click; no email is required.
After cancelling, your access continues unchanged until the end of the period you have paid for.
At the end of that period the subscription does not renew and no further charge is made to your card.
Cancelling does not refund the service already used — refund terms are in section 3 below.
If a cancellation cannot be completed at the payment provider for a technical reason, we do not display it as "cancelled": your subscription stays active, you see an error, and once you contact our support address we apply the cancellation ourselves and confirm it in writing.

3. Subscription Refunds

You can request a refund within 14 days of your first payment: in full if you used no credits, or 50% of what you paid if you used any. No reason needed. Send your request to info@xvirals.com; writing from the email address linked to your account is sufficient. The rule in detail:

If you used no credits: the full amount you paid is refunded.
If you used credits (any amount, even a single credit): 50% of the amount you paid is refunded.

With the refund, the plan credits granted by that payment are reclaimed in proportion to the refund (section 4a).

A refund request does not cancel your subscription. To avoid being charged for the next period, cancel it as described in section 2, or say in your refund request that you want it cancelled; we will then cancel it and confirm in writing.

This refund rule applies to payments made on or after 17 October 2026. Payments made before that date are covered by the refund terms published on the date of payment.

For renewal payments made after that 14-day window we still review refund requests; the decision is made on the merits of the case and communicated to you in writing.

4. Credit Packs (Top-up)

Credit packs are a digital product delivered to your account at the moment of purchase.

You can request a refund within 14 days of purchase; the same rule as for subscriptions applies.
If none of the credits in the pack have been used, the full amount you paid is refunded.
If some or all of the credits have been used, 50% of the amount you paid is refunded; the credits granted by that pack are removed from your account in proportion to the refund (section 4a).
Credits are not money: they cannot be converted to cash, paid out to a bank account, or transferred to another user. Refunds are always made to the card used for the payment, for the amount paid.

4a. Credits After a Refund, and Chargebacks

When a credit pack is refunded, the credits granted by that pack are automatically removed from your account in proportion to the refund (all of them for a full refund, 50% of them for a 50% refund). If those credits were already spent, the difference is recorded as a debt and generation is paused until it is settled.
When a subscription payment is refunded, the plan credits granted by that payment are reclaimed in proportion to the refund.
If you open a chargeback with your bank without contacting us first, your account is frozenfor the duration of the dispute. If the dispute is resolved in your favour the freeze is lifted; if not, the credits tied to that payment are reclaimed and the account stays closed. Bank fees for unjustified chargebacks may be passed on to the user.
So please write to us first: we answer refund requests within 24 hours and start eligible refunds the same day via Dodo Payments.

5. Notice under Article 15/g of Law no. 6502

Under Turkish Law no. 6502 on Consumer Protection and the Distance Contracts Regulation, art. 15/g, services performed instantaneously in electronic form and intangible goods delivered instantly to the consumer are excluded from the right of withdrawal. Beginning to use the service triggers this exclusion.

This statutory exclusion does not remove the commercial refund commitment we give in sections 3 and 4 above. We apply the 14-day refund right on the terms above (full if no credits were used, 50% if they were) even where we are not legally obliged to.

6. Refund Timing and Channel

Approved refunds are issued by Dodo Payments to the card used for the payment. How long the amount takes to appear on your statement depends on your bank. Refunds cannot be made to a different card, to a bank account, or to a third party.

We confirm receipt of your request by email; when a refund is approved, Dodo Payments also sends a separate refund notification.

7. Disputes and Chargebacks

Your right to raise a payment dispute (chargeback) with your bank is reserved. However, a bank dispute takes weeks for both of us, so we ask you to write to info@xvirals.com first — requests that meet the refund terms are resolved directly.

8. What Happens to Your Data After Cancellation

Cancelling a subscription does not delete your account; you can continue on the free plan limits.
Your generation history and persona data remain for as long as your account is open.
When you delete your account, your profile, generation history, agent configuration and queue, style profiles, and subscription and credit records are deleted from the database in the same operation.
Payment and invoicing records are retained after account deletion because of document-retention obligations under tax legislation. The full list of what remains after deletion is in section 7 of the Privacy Policy.

For details see the Privacy Policy and the Data Protection Notice.

9. Contact

Refund and cancellation requests: info@xvirals.com. Requests are answered in the order they reach the support address.

Our full business details are on the Contact & Business Details page.