Refunds & Credits Policy
Effective: 26 July 2026 · part of the Terms of Use
1 · The automatic-refund promise — your sole remedy
- If a creation fails, its Credits return to your balance automatically — instantly, with no form or request needed. This includes AI-provider safety refusals and jobs stopped by our watchdog.
- This automatic Credit return is your sole and exclusive remedy for any failed, refused, delayed, or unsatisfactory creation. Dissatisfaction with the style or quality of a successfully delivered Output is not a failure and is not refundable — you always saw and approved the exact plan and price before spending.
2 · What Credits are (and are not)
- Credits are a prepaid usage meter. They are not money, stored value, or a deposit; they have no cash value, cannot be transferred, exchanged, resold, or converted to currency, and exist only inside SAGEmini.
- Chat is free; only creations spend Credits, and each shows its exact price on a preview card first. Tapping “Go” is your authorisation.
- Bonus or promotional Credits are discretionary gifts: revocable, expiring, and excluded from any refund consideration.
3 · Included vs top-up Credits
| Included (subscription) | Top-up (purchased) | |
|---|---|---|
| How you get them | granted each billing cycle | bought any time via Billplz |
| At renewal | Monthly: reset to the plan allowance; unused ones do not roll over and are not compensated. Annual: unused ones roll over, up to a maximum balance of two months' allowance; anything above that cap is not carried and is not compensated. | carry over |
| If subscription lapses | paused/zeroed | preserved; usable when subscription resumes |
| Spend order | included first, then top-ups | |
4 · All purchases are final
- Completed top-up purchases are final and non-refundable, whether or not Credits are later used. Top-up Credits expire 30 days after your most recent top-up, and expired Credits are not refunded — so please buy only what you expect to use within that period. Any further top-up extends your whole top-up balance to 30 days from that purchase.
- Subscription payments are final for the period purchased. Cancel any time; access continues to the end of the paid period; no partial refunds and no refunds for periods where the Service was available but unused.
- The only exceptions: (a) automatic Credit returns under §1; (b) verified billing errors under §6; (c) permanent discontinuation under §5; and (d) any right that cannot be excluded under Malaysian consumer law.
5 · If we ever shut down
If VAPI permanently discontinues SAGEmini, we will refund the unused pro-rata portion of prepaid subscription fees. Credits, as a usage meter, carry no cash value and are not refunded.
6 · Billing errors
- Genuine payment mistakes (double charge, wrong amount) — email support@nexovia.io within 30 days of the charge with the payment reference. Verified errors are corrected promptly by refund or Credit, at your choice. Claims after 30 days may not be recoverable through the payment provider.
7 · Chargebacks & abuse
- Contact us before raising any card or bank dispute — nearly everything is resolvable in one email.
- Chargebacks raised on legitimate, delivered charges are treated as payment failure: the account may be suspended, disputed Credits and related Outputs may be frozen, and repeated abuse may lead to termination under the Terms.
- Patterns of refund or promotional abuse (e.g. exploiting failures deliberately, multi-account farming) may result in reversal of gained Credits and account action.
8 · Payment failure & lapse
If a renewal payment fails, we may retry and provide a short grace period; unpaid accounts pause (included Credits zeroed, content preserved for a reasonable time, top-ups retained). Reactivation restores access per the then-current pricing.
9 · Currency, taxes & changes
- All prices are in Malaysian Ringgit (RM) and include applicable Malaysian taxes unless stated otherwise at checkout.
- We may change prices, allowances, and this Policy; changes apply from your next billing period, with material changes announced in-app.
META VIABLE SDN. BHD. · Business Reg. No. 202201024382 (1470079-D) · support@nexovia.io · Malaysia