Refund Policy
Clear and fair refund terms for one-time credit purchases and eligible digital services.
Legal Entity Information
Fulvera AI
- Service Operator
- Cloud Shadow Art Technology Limited
- Company Address
- Room 39, 3/F, 143 Wai Yip StreetKwun Tong, Hong Kong
- Billing / Support Contact
- support@fulveraai.com
- Jurisdiction
- Hong Kong SAR
Last Updated:
Policy Summary
Billing support terms for one-time credit purchases
This policy explains Fulvera AI's structured review process based on usage status, payment verification, service delivery, and applicable policy.
1. Nature of Purchases
Fulvera AI currently offers one-time credit purchases used to access eligible premium platform features.
Credits are non-cash digital account balances and are not a bank deposit, stored value account, or transferable currency.
2. General Refund Eligibility
Refund requests may be considered for eligible purchases based on usage status, service delivery status, account activity, transaction records, and applicable policy.
- Whether credits remain unused
- Whether the purchased service has been accessed or consumed
- Duplicate or accidental transactions
- Verified technical issues preventing normal service access
- Applicable legal or regulatory requirements
Submitting a request does not guarantee approval.
3. Non-Refundable Situations
Refunds may be declined where permitted by applicable law in situations such as:
- Credits already used for completed premium feature access
- Services successfully delivered or materially accessed
- Abuse, fraud, policy violations, or chargeback misuse
- Requests inconsistent with account activity or transaction records
- Delays caused by user device, network, browser, or third-party environment issues outside our control
4. Duplicate Charges / Billing Errors
If you believe you were charged more than once for the same transaction, please contact us promptly with relevant details.
Verified duplicate charges may be corrected or refunded where appropriate.
5. Technical Issues
If a verified platform-side technical error prevented purchased credits from being properly added or eligible services from functioning as intended, we will investigate and may provide account correction, service remediation, or refund where appropriate.
6. Refund Method
Where a refund is approved, it will normally be returned to the original payment method whenever available and supported by the payment provider.
Once a refund is approved, the time required for funds to appear in the customer's account depends on the payment provider and card-issuing bank.
7. Review Timeframe
Review time depends on the transaction details and any information needed from you or the payment provider. Contact our support team for an update on your request.
Additional information may be requested to verify ownership, account activity, or transaction details.
8. Chargebacks
Customers are encouraged to contact our support team first so that billing concerns can be investigated promptly. Nothing in this policy limits any non-waivable rights available to customers under applicable law or applicable payment-card rules.
9. Changes to This Policy
We may update this Refund Policy from time to time. Updated versions will be posted on this page.
10. Contact
Refund or billing support
For refund or billing support, please use the contact page or the email above and include your account email and relevant transaction details. Do not send full card numbers or security codes.
This Refund Policy forms part of the Fulvera AI Terms of Service and is subject to the governing law and jurisdiction provisions set out in the Terms of Service.