Refund Policy

1. Scope

This policy covers the Nelvi Premium subscription ($39.99 USD per year) purchased on nelvi.app, where payment is processed by our merchant of record or directly by Appshero Ltd.

It does not cover purchases made through the Apple App Store — those follow Apple's refund policies. See the App Store purchases section below.

2. EU and UK: 14-day right of withdrawal

If you are a consumer located in the European Union, the European Economic Area, or the United Kingdom, you have a statutory right to withdraw from the purchase within 14 calendar days from the date of purchase, without giving any reason.

To exercise this right, email us at hello@nelvi.app within 14 days of your purchase. We will refund the full amount paid to the original payment method within 14 days of receiving your request.

Important — digital content waiver: Nelvi Premium gives immediate access to digital content and services. By completing your purchase and starting to use Premium features within the 14-day window, you expressly consent to the immediate performance of the service and acknowledge that this may cause you to lose your right of withdrawal under applicable consumer protection law. We will still consider refund requests on a good-faith basis — see section 3.

3. All other customers — goodwill refunds

For customers outside the EU / EEA / UK, or for situations where the statutory 14-day right does not apply, we still offer refunds at our discretion in the following situations:

• You purchased by mistake (for example, a duplicate charge) and contact us within 14 days.
• You were charged for an auto-renewal and contact us within 14 days of that renewal, provided you have not used Premium features meaningfully during the new billing period.
• The service is materially unavailable or broken and we cannot fix it in a reasonable time.

4. Exceptions

A refund may be declined in these cases:

• The request is made more than 14 days after the purchase or renewal date.
• Significant use of Premium features (for example, exporting multiple PDF reports, logging many entries) has occurred after the purchase.
• The account shows signs of abuse of our refund policy (for example, repeat subscribe-and-refund behavior).
• The purchase was made through the Apple App Store — refunds for those purchases must be requested directly from Apple.

5. How to request a refund

Email hello@nelvi.app from the email address used at purchase and include:

• Your order reference or the last 4 digits of the card used, if available.
• The date of purchase.
• A short note explaining why you are requesting a refund (optional for EU / UK 14-day withdrawals).

You can use the following model withdrawal statement (EU / UK only):
"I hereby give notice that I withdraw from my contract for the supply of Nelvi Premium, ordered on [date]. Name: [your name]. Email: [your email]."

6. Processing time

Approved refunds are issued to the original payment method. The refund appears in your account within 5–14 business days, depending on your bank or card issuer. We do not charge any refund fees.

7. Cancellation vs. refund

Cancelling your subscription stops future renewals — you keep access to Premium until the end of the current billing period, and you are not charged again. Cancellation by itself is not a refund.

Refund is a return of money already paid. You may be eligible for a refund in the situations described above.

To cancel, email hello@nelvi.app from the email address used at purchase.

8. App Store purchases

If you purchased a Nelvi subscription through the iOS app, Apple is the merchant of record and Apple's refund policy applies. Request a refund directly at reportaproblem.apple.com. We cannot issue refunds for App Store purchases on Apple's behalf.

9. Chargebacks

If you have a billing issue, please contact us first at hello@nelvi.app before opening a chargeback with your bank. In most cases we can resolve the issue quickly without involving the card network. Chargebacks initiated without first contacting us may result in the Nelvi account being suspended.

10. Contact

Refund requests and related questions: hello@nelvi.app

Appshero Ltd · Company number 16827336 · Suite 3, 567 Fulham Road, London, England, SW6 1ES, United Kingdom.