Money back
Refunds & cancellation.
Cancelling your subscription
You can cancel whenever you like, from Billing settings in your account. It takes a couple of clicks and does not require contacting us.
Cancellation takes effect at the end of the billing period you have already paid for. You keep access, and your remaining minutes for that period, until then. You will not be charged again.
Subscription minutes do not roll over. Whatever is left of a month’s allowance expires when that billing period ends — on cancellation or on renewal. Top-up pack minutes are different: they stay valid for 12 months from the day you bought them.
Refunds
If Tuvello is not right for you, write to us at info@zibillion.com and tell us what happened.
Within 14 days
If you contact us within 14 days of a charge and have used only a small part of what it bought, we will refund it in full. We would rather give the money back than keep a subscription nobody wanted.
After 14 days, or after substantial use
We look at these case by case. Where a refund is not appropriate, cancelling still stops any further charge, so the most you are ever committed to is the period you are currently in.
If something was our fault
If a technical failure on our side cost you minutes or made sessions unusable, tell us and we will refund or re-credit the affected minutes. This is not limited to 14 days.
Refunds are returned to the original payment method. Your bank usually posts them within five to ten business days once we have issued them.
What a refund does to your minutes
When we refund a purchase in full, the minutes it bought are withdrawn from your balance. Minutes you have already used are not clawed back — those sessions happened. Your balance is never reduced below zero.
EU and UK right of withdrawal
If you are a consumer in the European Union or the United Kingdom, you normally have 14 days to withdraw from a distance contract.
Tuvello is digital content supplied immediately. By starting a session with minutes you have just purchased, you ask us to begin performance straight away and acknowledge that you lose the automatic right of withdrawal once the service has been fully performed. In practice this is narrower than our own policy above, which is more generous — so the policy above is what we actually apply.
Failed payments
If a renewal payment fails, Stripe retries it over the following days and will email you. Your subscription shows as past due in the meantime. If payment does not succeed, the subscription is cancelled and no further charges are made. Updating your card in billing settings resolves it.
Disputes and chargebacks
If you believe a charge is wrong, please contact us first — almost everything is faster to fix directly than through a bank dispute, and we would rather just sort it out.
Where a chargeback is raised, we may suspend the account while the dispute is resolved, and we will provide the payment provider with the account and usage records relevant to the charge.
Free trial
Every account gets 20 free minutes, once. No payment method is needed to use them, and nothing is charged when they run out — you simply choose then whether to subscribe.
Contact
Refunds, cancellation or billing questions: info@zibillion.com. We aim to reply within two business days.