Refund Policy

ANIVELLE products are personalised digital products created specifically from each customer's photographs, selections, and creative direction. Generation resources and individual production work begin once a creation is confirmed.

Because of this personalised process, a refund is not automatically guaranteed after a digital product has been successfully generated and delivered. This does not affect any statutory rights you have where digital content is faulty, not as described, or not supplied with reasonable care and skill.

Please contact us if:

• generation fails and any automatic credit return or refund does not complete correctly;
• a technical problem prevents access to or download of a successfully purchased product;
• the delivered file is corrupted, materially incomplete, or does not match the confirmed format;
• ANIVELLE confirms that the requested service cannot be completed.

A change of mind, preference for a different artistic interpretation, or variation inherent in AI generation will not normally qualify for a cash refund after successful delivery, unless applicable law requires otherwise. Where the product includes previews or adjustments, we may first use those tools to resolve a quality concern.

Email support@getanivelle.com with your account email, order or creation reference, a short description of the issue, and—where useful—a screenshot. Do not email full payment-card details or passwords.

Please contact us promptly after discovering the issue so logs and delivery records remain available. We may ask for reasonable information needed to verify the account, reproduce the problem, or confirm delivery status.

We will first try to restore access, regenerate a failed file, correct the delivered format, re-credit an unsuccessful generation, or otherwise complete the service within a reasonable time. If the issue cannot be corrected or the service cannot be completed, we may provide replacement credits, a full or partial refund, or another remedy required by law.

Eligible requests are reviewed individually against the confirmed order, generation and delivery records, the nature of the issue, prior attempts to resolve it, and applicable consumer law. Approval is not automatic. If approved, refunds are normally returned to the original payment method; provider processing times may apply.

Where the checkout identifies credits as refundable, a completely unused paid credit pack may be requested for refund within seven days of purchase. If any credits from the pack have been used, the pack is not treated as completely unused. Promotional, complimentary, bonus, or refunded credits have no cash value. Any more favourable right required by law continues to apply.

If you do not recognise a payment or believe it was processed incorrectly, contact us promptly at support@getanivelle.com. We will review our order, account, and payment-provider records and work with the provider where appropriate.

You may also have rights through your bank, card issuer, Stripe, PayPal, or the payment provider shown at checkout. Contacting us first may resolve the issue more quickly, but it does not remove any right you have to contact your payment provider or exercise statutory remedies.